Accommodation services

ALS offers a comprehensive office property management service for managing and maintaining Victorian government-owned and leased buildings through its 24 hour / 7 day a week service. This includes a central help desk (online and call centre service) for reporting building faults and property service requests.

Clients can log and track their facility maintenance requests online in real-time. All non-priority facilities jobs can be logged using BGIS Connect. You must contact the help desk on 1800 742 733 either if you have any urgent repairs or to make the area safe in case of an emergency.

Facilities management and maintenance services (FM) include:

• general repairs and maintenance
• heating, ventilation, and air conditioning (HVAC) services
• electrical services
• fire services
• plumbing services
• lift services
• cleaning services
• waste management (including secure waste)
• pest control

If you need something fixed or maintained at your office space, you can log and track your facilities maintenance requests online. Please follow your internal processes regarding logging facilities management.

All non-urgent jobs must be logged using BGIS Connect.

For help, please refer to BGIS Connect FAQs.

To ensure safety in an emergency, always call 000 for the relevant emergency service first.

For any emergency or critical issues, major operational or service interruptions, Victorian Government clients should always contact the ALS Helpdesk by phone on 1800 742 733.

Training resources

To learn how to register and log work orders, please use these guides :

Each service request is given a priority allocation as follows:

For site-specific queries, please speak to your nominated BGIS Site Facilities Manager (FM). Refer to the Facilities Manager listed in the service request notification email received from customer.service@apac.bgis.com.

You can provide feedback by any of the following methods:

• Call 1800 742 733, option 1
• Use BGIS Connect
• Fill in the feedback survey link
  

If you are not satisfied with the standard of Facilities Management services, or if you have an issue with a service request, you can lodge a formal complaint through one of the following channels.

By the phone

• You can contact the Helpdesk on 1800 742 733.

Raise a complaint online

• Open BGIS Connect
• Provide details of your complaint
• If your complaint relates to a specific service request, include the service request number to help us provide a more focused and efficient response.

For general complaints not related to a service request, please complete the Complaints form.

If your service request has been closed and you believe it still requires action, please notify BGIS on 1800 742 733.

BGIS Connect is web-based and is mobile-friendly. The page will fit to the screen of whichever device you are using.

We have an Accommodation Services helpdesk poster available for download and placement in ALS-managed buildings. This poster provides contact details for logging service requests and QR code to submit your feedback.

ALS provides security planning, security assessment and advisory services for its clients as occupants in owned and leased Victorian Government properties.

Accommodation security planning is offered as either a discrete service line or integrated as part of ALS general space management planning and solutions.

This is delivered in line with ALS accommodation security policies and procedures to ensure a consistent and effective WoVG approach to accommodation security.

To obtain an access card to your building, please enquire through the following channels:

• the on-site security
• human resources
• your designated facilities person within your unit or department.

Specific application requirements and approval processes will be determined by your department and/or building location.

We encourage you to speak with your line manager in the first instance, who should be able to assist.

Please complete the Enquiry form first, and a member of the ALS accommodation security team will assist you with your request.

Accommodation advisory and planning

Developing and delivering fit for purpose client accommodation solutions consistent with WoVG accommodation objectives, policies and standards to meet approved and budgeted client business requirements.

Real Estate management

All real estate and leasing activities required to support the implementation of accommodation advisory and solutions for clients.

Car park management

ALS procures car parking for its clients as occupants in owned and leased Victorian Government properties in line with WoVG policies.

In the first instance, the ALS Accommodation services team will:

• discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regularly scheduled meetings
• initiate ALS services based on agreed client accommodation plans

For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

In the first instance, the ALS Accommodation services team will:

• discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regularly scheduled meetings
• initiate ALS services based on agreed client accommodation plans

For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

ALS coordinates the logistics of office moves and relocations for occupants in owned and leased Victorian Government properties.

ALS will help to:

• review relocation requests against agreed client accommodation solutions or WoVG accommodation strategy.
• assess the move request to determine the scope and engage the relocation contractor
• manage the contractor delivery

Please note ALS is not responsible for ICT arrangements but can work with client-nominated providers to ensure a coordinated approach to moves and changes.

In the first instance, the ALS Accommodation services team will:

• discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regular Accommodation services meetings
• initiate ALS services based on agreed client accommodation plans

For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

ALS delivers end to end accommodation project management related to works and fit-outs in client occupancies.

These services are considered and delivered within the context of broader WoVG accommodation plans, policies, and priorities.

The scope does not include ICT management or internal change/ communication management with impacted stakeholders. However, ALS will engage with relevant parties to support integrated and coordinated project implementation.

Services include:

• program/project planning and budgeting advice
• concept development, establishing the program team, establishing the governance arrangements, engaging contractors, managing construction
• governance of all works programs
• procurement of project management services
• compliance with regulatory requirements, government policies, standards, and office accommodation guidelines, WoVG office accommodation security management framework and sustainability targets.

In the first instance, the ALS Accommodation services team will:

• discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regular Accommodation services meetings
• initiate ALS services based on agreed client accommodation plans

For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

ALS delivers end-to-end accommodation project management related to works and fit-outs in client occupancies.

These services are considered and delivered within the context of broader WoVG accommodation plans, policies, and priorities.

The scope does not include ICT management or internal change/ communication management with impacted stakeholders. However, ALS will engage with relevant parties to support integrated and coordinated project implementation.

Services include:

• program/project planning and budgeting advice
• concept development, establishing the program team, establishing the governance arrangements, engaging contractors, managing construction
• governance of all work programs
• procurement of project management services
• compliance with regulatory requirements, government policies, standards, and office accommodation guidelines, WoVG office accommodation security management framework and sustainability targets.

The Centralised Accommodation Management (CAM) is a Victorian Government Budget Savings initiative that came into effect from 1 July 2019.

Under CAM, ALS is responsible for developing the whole of Victorian Government (WoVG) (ALS-managed accommodation portfolio) office accommodation strategies that meet department and ALS client agency office workspace business needs, while supporting the realisation of Victorian Government priorities and policies, including:

• Victorian Public Service (VPS) operating efficiencies and savings
• sustainability targets
• hybrid and flexible working
• safe and inclusive workplaces.

Under CAM, ALS exclusively delivers all related accommodation management services to departments and other ALS client agencies to support the achievement of these priorities. These accommodation services include office space planning and strategies, leasing, facilities management, fit-out projects and building security services.

The centralised accommodation management approach helps ALS to achieve its vision to support the Victorian Public Service (VPS) to do its best work to serve the people of Victoria by:

• supporting a strategic and coordinated approach to planning and managing accommodation strategies that deliver operating efficiencies and savings, and other government targets
• negotiating leasing and procurements that achieve better value across the portfolio through economies of scale
• promoting greater consistency, equity of amenity in office accommodation standards across the portfolio that incorporates hybrid and flexible working considerations and safe and inclusive workplaces
• providing better oversight and management of the property portfolio and its assets
• reducing duplication of efforts for managing accommodation so departments and agencies can focus on their core business.