Occupant Portal

• Introduction
• Getting Started
• Understanding Basic Features and Functionalities
• Occupant Portal Homepage
• Working with Occupant Modules
• Managing User Account
• Logging Out

The occupants are the tenant contacts, who share the space in a building along with the tenant. Nowadays, the property managers rely on web applications to provide the tenants and their occupants with extra convenience and expanded services. This in turn propagtes the requirement of a dedicated portal not only for the tenants but also for the occupants, which could promote seamless living experience.

Introduction

Facilio provides an exclusive interface for both the tenants and occupants that serves as a platform for them to voice their concerns and receive solutions within agreed turn-around-times (TATs). In addition, using the occupant portal the tenant contacts can manage visitors, book and utilize the facilities, get notified on latest announcements and ongoing offers in the neighborhoods, and so on.

Getting Started

This product guide is intended mainly for tenant contacts who would like to make effective use of the Facilio Occupant Portal. This section elaborates the basic requirements, configurations and functionalities of the Occupant portal.

System Requirements

The following table depicts the system requirements for the Facilio Occupant application to work.

Type	Requirement	Specification
System	Browser	Safari 9 and above, Chrome 49 and above, Opera 45 and above
	Others	JavaScript and cookies must be enabled to operate the application
Mobile	Android	Android version KitKat to latest (Api-19)
	iOS	iOS version11.0 to latest

Configuring Portal Access

In order for a tenant contact to utilize the occupant portal, access must be enabled by the Facility Manager (FM). The FM enables portal access for a tenant contact mostly in response to the request from the tenant. Once the access is enabled, an email is triggered to the tenant contact with a link to activate the portal access as shown below.

Perform the following steps to activate the portal access:

1. Follow the link in the email and create a password for the account as shown below.

   

   Note: The username field in the above activation screen is auto filled and cannot be modified. You can note down the username in this screen for future reference.

2. Click ACTIVATE AND LOG IN and sign in to your account. The portal access is now successfully configured.

Note: The email id provided by the FM while enabling portal access, serves as the user id for the user account by default.

Understanding Basic Features and Functionalities

This section covers the basic features and functionalities that are common across the modules in the Occupant portal.

Searching the Application

This feature acts as a filter to narrow down the data to the desired set of results. In other words, this feature allows you to qualify and display only the data that is required. This feature operates across all modules of the Occupant portal.

Note: Although the search is a common feature, the filters displayed will vary with respect to the modules.

Perform the following steps to apply the search filter for the data within a module:

1. Click the (Search) icon at the top right of the dashboard header. The list of module filters are displayed as shown in the screenshot below.

   

2. Perform any of the following actions to apply the search filter:

• Select the required module filter(s) directly from the list

• Start typing some text in the search field and select the required module filter(s) from the suggestions fetched.

  

3. Further filter the results using the next level filters as shown in the screenshot below.

   

4. Click APPLY or CANCEL to apply or cancel the filter, respectively. If you click APPLY, The dashboard is populated with the search result.

In this above scenario, the work orders handled by the vendors are populated in the dashboard as shown in the screenshot below.

Sorting Data

Sorting is required to arrange data (for example, work requests, bookings and so on) into meaningful order so as to analyze it more effectively. This feature operates across all modules in the Occupant portal. You can sort the data upon sorting the required columns.

Example: Work requests can be sorted by created time or status, booking information can be sorted by number of attendees, and so on.

To sort the data in a dashboard,

1. Click the (Sort) icon at the top right of the dashboard header. The list of columns are displayed as shown in the screenshot below.

2. Perform any of the following actions:

• Select the column to be sorted.

• Start typing some text in the search field and select the required column from the suggestions fetched.

3. Scroll till the end of the column list and choose to sort either by Ascending or Descending order.

The dashboard is automatically refreshed and the data is arranged in the selected order.

Occupant Portal Homepage

The homepage is the landing page of the occupant portal that provides an overview of all details respective to the tenant contact.

When you log in to the occupant portal, you are actually directed to the Overview section of the home page that displays the basic details, and has shortcuts to create service requests and perform other activities.

Working with Occupant Modules

The application provides the occupants with a wide range of services that are grouped into modules. This section explains the various modules configured as a part of the Occupant portal.

Handling Work Requests

In case of any unexpected problems in the facility, a ticket can be raised from both the Tenant and Occupant portal to schedule maintenance. It is the responsibility of the facility manager to ensure restoring the equipment to operating conditions or normalizing any unstable situation in a facility as early as possible.

Logging Work Requests

The Work Request module of the application allows you to register any sort of request or complaint (that is, both standard and retail requests).The day to day issues faced by the residents are captured in terms of standard requests wherein, the concerns related to the retail establishments are registered as retail requests.

Creating Standard Requests

You can raise a work request for a space or a particular asset. To raise a standard work request,

1. Click My Requests in the side panel. All the open requests are displayed by default.

2. Click CREATE REQUEST. The Create a request page is displayed as shown below.

   

   Alternatively, you can directly click on the CREATE REQUEST button in the side panel.

   Note: The Standard portal form is displayed by default.

3. Update the required fields in this section and click SAVE. The request is now reflected in the My Requests view in the Work Request screen as shown below.

   

A notification is triggered to the respective stakeholders, at once a work request is created.

Creating Retail Requests

The application also allows the retail tenants contacts (that is, registered employees of a commercial space) in a building to raise tickets from the Occupant portal. To raise a retail work request,

1. Click My Requests in the side panel. All the open requests are displayed by default.

2. Click CREATE REQUEST. The Create a request page is displayed as shown below.

   

   Alternatively, you can directly click on the CREATE REQUEST button in the side panel.

   Note: The Standard portal form is displayed by default.

3. Switch to the Retail Operation Template from the dropdown at the top right of this screen.

   

4. Update the required fields in this section and click SAVE. The request is now reflected in the My Requests views in the Work Request screen.

   Note: A notification is triggered to the respective stakeholders, at once a work request is created.

The respective tenant will also be notified and involved in further processing and closure of the work request. Every status change (until closure) is instantly updated in the ticket, which you can check in the Summary section.

Note: After the tenant confirms the resolution, the FM team shall close the request and you will be notified on the same.

Taking Survey

After the issue is resolved and the work order is closed, the application triggers a customer satisfaction survey by default, which you can answer to share your feedback on the work done. To take the survey,

1. Login to the Occupant portal.

2. Click Requests in the side panel. All the requests you raised are displayed by default.

3. Select the recently closed work order. The toaster notification prompting you to take the survey appears as shown below.

   

4. Click Take Survey. The survey questionnaire is displayed.

   

5. Answer the survey and click SUBMIT. Your responses are saved successfully.

Apart from the toaster notification for a survey, the application offers certain other options to access the surveys and their related info. You can click the (vertical ellipses) icon at the top right of the work order details screen and select any of the following options:

• Show My Surveys - Displays all the surveys related to the particular work order.

  

  Only the unanswered and active surveys are listed in this dialog. If the survey is already answered but eligible for a retake, it appears with a Retake Survey link, as shown below.

  

• Show Survey Responses - Displays the survey info, such as the respondent who answered the survey and the recorded responses.

  

Note: The above options are visible concerning a work order only if there is valid data to display—the Show my surveys option is visible only if any surveys are triggered, and the Show my responses option is visible only if you have answered any surveys in the past.

You can have multiple surveys initiated in the course of a work order execution. In this case, the toaster notification displayed indicates the latest survey triggered. The rest of the surveys can be accessed using the Show My Surveys option. A survey is unavailable to respond to once expired.

Additional Features

The Work Request module of the application also allows you to perform the following actions:

• View Summary - Clicking a work request in the dashboard displays all the details of the request in the SUMMARY section.

• Add comments - You add comments and attachments to a work request from the SUMMARY section at any point of the workflow.

  Note: The FM, vendor and also the tenant are notified of your comments and the attachments are accessible for them. You can use the icon corresponding to the note or attachment to delete it.

• View History - All activities respective to a work request are notified to the stakeholders through email. Also, they are recorded in the History section of the request as shown below.

  

Managing Bookings

The Booking module of the application streamlines the reservation and usage of common spaces and equipment within a building. The application allows the tenants and their occupants to easily book facilities like conventional halls, gyms, play areas, sports facilities, other training facilities and high-cost equipment across the building.

Booking a Facility

In order for the occupant to utilize a facility in a building it is mandatory to book the space or asset in advance. To book a facility,

1. Click Bookings in the side panel and select Facilities. All the available facilities are displayed by default.

2. Select the required facility from the list. The details of the facility are displayed as shown below.

   

3. Click Book Facility at the top right. The Create Booking screen appears as shown below.

   

4. Update the required fields in this screen and click SAVE. An approval is triggered to the facility manager and the status of the booking is updated to WAITING FOR FM APPROVAL. The booking confirmation depends on the request being approved or rejected.

Note: If no approval is configured for the facility, the booking is confirmed immediately.

Alternatively, a facility can be booked using the Book Facility option in the Booking section as shown below.

Also, the FM can book facilities against the tenants and occupants on behalf of them, using the Book Now option in the respective facility details screen.

Note: It is important to note the following conditions while booking a facility:

• The number of slots and the total number of attendees per booking may vary (depending on the values configured by the FM) with respect to the facility being booked.

• A booking request is subject to approval, only if approval is configured for the facility by the FM.

• By default, the application does not allow booking any facility earlier than 60 days. Also, You cannot book a facility, whose status is INACTIVE.

Canceling a Booking

The Occupant, FM and also the respective tenant are authorized to cancel a booking at any stage of the booking cycle. To cancel a booking against a facility,

1. Click Bookings in the side panel. The upcoming bookings are displayed as shown below.

2. Select the booking to be canceled. The booking details are displayed as shown below.

3. Click the (vertical ellipsis) icon at the top right and select Cancel Booking. The booking is canceled and the status of the booking is updated to CANCELED.

Validations

There are certain validations configured to confirm the bookings. The booking validations can be categorized as follows:

• General Validation- When you book a Facility, Number of Attendees is the sum of internal attendees and external attendees.

• Example: If the number of attendees are two, the booking possibilities are, two internal attendees, two external attendees, or one external and one internal attendee. Where,

  • Internal attendees are the occupant or tenant contact and
  • External attendees are the non-resident members of the building

• Headcount Validation - When a facility is open for booking, the number of bookings cannot exceed the Usage Capacity.

  Example: If the Usage Capacity of a facility is 50 and Maximum Attendee Count Per Booking is 1, 50 bookings are allowed for that slot with 1 attendee each. However, if the Maximum Attendee Count Per Booking is not specified, bookings are open for that slot until the usage capacity is exhausted.

Note: If the Usage Capacity of a facility is exhausted with bookings, error is thrown for further attempts to book that slot.

Handling Visitors

Visitor management is the process of tracking the entry and exit of non-residents in a building. A visitor may be a guest, delivery person or other outsider who wants to visit the residents in the building. The Visitors module of the application allows you to capture basic details of the visitors, record their check-in and check-out timings, notify the tenants, occupants and the security team of their visit and so on.

Managing Invites

In case of a planned visit, the respective tenant or occupant can create an invite specifying the details of the visitor. This section explains how to create a new invite and view or cancel the invites.

Creating an Invite

To create a new invitation,

1. Login to the Occupant portal.

2. Select Invites under Visitors in the side panel. All the upcoming invites are displayed by default.

   

3. Click INVITE VISITOR at the top right and select the type of visitor.

   Note: You can choose if the visitor is a Vendor or Guest. The Create Invites screen appears as shown below.

   

4. Update the Visitor Phone, Visitor Name, Visitor Email and other required fields in this screen and click SAVE. The invite is now reflected in the dashboard as shown below.

   

Also, notification will be triggered to both the visitor and the security. A sample email to the visitor is shown in the screenshot below.

The visitor can use the invite code or the QR code in the email while checking in to the facility.

Modifying Invites

To make changes to an invite that is created already,

1. Select Invites under Visitors in the side panel. All the upcoming invites are displayed by default.

2. Select the invite from the dashboard that you want to modify. The invite details appear as shown below.

   

3. Click EDIT at the top right of the screen. The ENTER DETAILS screen appears where you can make the required modifications.

4. Click SAVE after all the changes are made. The updated invite is now saved to the dashboard.

Canceling Invites

1. Select Invites under Visitors in the side panel. All the upcoming invites are displayed by default.

2. Select the invite from the dashboard that you want to modify. The invite details appear as shown below.

   

3. Click CANCEL at the top right of the screen. The ENTER DETAILS window appears, where you can leave a comment on cancellation to the visitor and security.

   

4. Enter the comments and click SAVE. The invite is now canceled and a notification is triggered to the visitor and security on the same.

The Visitors module has distinct views configured to check all the invites and the upcoming, active and canceled invites separately.

Viewing the Visitors

The Visitor section has distinct views created to view all the visitors who have visited the tenant and his/her visitors who are currently checked-in to the facility.

Managing Communities

Communities are the virtual spaces that create opportunities for people across the building to connect and exchange ideas and information. Building communities is a crucial process for a facility management team. The Communities module of the application notifies the occupants and occupants on latest announcements, ongoing offers in the neighborhoods, and so on.

Announcements

Announcements are the internal updates from the facility management team to the occupants and tenants. To view the latest announcements you can navigate to the

Announcements section in the Community module as shown below.

Note: Only the active announcements are displayed by default. Separate views are available to check all and expired announcements.

You can click an announcement in the dashboard to view further details of it as shown below.

Neighborhood

Neighborhood refers to the social environment, which includes schools, hospitals, shops, parks and recreational facilities that operate close to the building. To view the neighborhood places you can navigate to the **Neighborhood** section in the Community module as shown below.

You can click a neighborhood facility in the dashboard to view the location of the neighborhood, associated deals and other details of it as shown below.

Deals and Offers

Deals and offers are the discounts offered on the selected products and services. To get updated on the ongoing deals and offers you can navigate to the Deals & Offers section in the Community module as shown below.

Note: Only the active deals and offers are displayed by default. Separate views are available to check upcoming and expired offers.

You can click on a deal in the dashboard to view further details of it as shown below.

News and Information

News and information are the reports about recent events. To get updates on ongoing and upcoming events, you can navigate to the News & Information section in the Community module as shown below.

Logging Service Requests

Raising a service request is the process of reporting any sort of complaint or queries regarding the facility to the FM team. The Service Request module of the application allows you to raise requests for various purposes. It includes complaints against any unpleasant events, payment related queries, appreciation and feedback towards any service and so on. Perform the following steps to create a new service request:

1. Click Service Request in the side panel. All the open service requests are displayed by default.

2. Click NEW SERVICE REQUESTS. The Create Service Request screen is displayed as shown below.

   

3. Select the required form from the dropdown list at the top right.

4. Update the required details in the respective screen that appears and click SAVE. The ticket is now reflected in the Open view in the Service Requests screen as shown below.

   

A notification is triggered to the respective stakeholders, at once a service request is logged. After the request is addressed, the status of the ticket is updated from OPEN to CLOSE.

Help Center Utilization

Help centers are the repository of supporting documents and details, where the occupants and tenants can look for required information and solutions to their problems. The various forms of information (viz. documents, contact details and so on) in the Help Center module are organized into the following sections:

• Documents - Help documents and user manuals in various formats (viz. DOC, PDF, PPT, PNG, JPG and so on) are available in this section

• Contact Directory - Helplines and contact information of other mandatory services are available in this section

• Referrals - The primary contact details of the recommended products and various service agencies are available in this section.

  Note: You can create referrals using the NEW REFERRAL option at the top right of the Referrals screen

• FAQs - Responses to the frequently asked questions are available in this section

Managing User Account

The application allows the occupants to make limited changes to their account with respect to the user role assigned to them.

Modifying Account Details

To modify the details associated with the user account,

1. Click the profile photo at the bottom left of the portal and select My Profile.

   

   The My Profile section is displayed as shown below.

   

2. Update the required details in this screen.

   Note: You can also upload or change the profile picture.

3. Click SAVE. The changes are now saved to the user profile.

Changing Account Password

To change the password of the user account,

1. Click the profile photo at the bottom left of the portal and select My Profile.

   

   The My Profile section is displayed by default.

2. Navigate to the Change Password section.

   

3. Update the Current password, New password and Confirm password fields and click CHANGE PASSWORD. The account password is now updated to the new password

Logging Out

To log out of the user account, click the profile photo at the bottom left of the portal and select Logout.

You are instantly logged out of the Occupant portal.