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Nash Integrated Services
Projects/International Organizations/Multi-Site Facility Maintenance Program for a UN Agency in Egypt
International OrganizationsFacility Technology & Managed ServicesICT Infrastructure

Multi-Site Facility Maintenance Program for a UN Agency in Egypt

Client: A UN agency operating multiple facilities in Egypt

Centralised ticketing and SLA-driven response across multiple sites for a UN agency in Egypt.

Context

The UN agency operates multiple sites in Cairo with distinct operational profiles — the agency's Zamalek premises and the agency's medical centre in Cairo. Facility maintenance had been handled reactively across multiple vendors, with limited visibility into response times, recurring issues, or asset condition. Nash was engaged to consolidate the maintenance scope under one accountable provider.

Challenge

  1. 1Consolidate fragmented vendor coverage into a single program without disrupting daily operations.
  2. 2Establish baseline asset registers and preventive schedules across both sites.
  3. 3Deliver SLA-aligned response on a defined priority matrix, with donor-ready monthly reporting.
  4. 4Maintain continuity for clinical and office operations during the transition.

Solution

Scope

End-to-end facility maintenance covering ICT, low-current, electrical, and general MEP scope across two sites. ManageEngine ServiceDesk Plus deployed for ticketing, SLA enforcement, and reporting. Dedicated on-site engineer with dispatched specialist coverage.

Technologies

  • ManageEngine ServiceDesk Plus
  • Custom SLA matrix per asset class
  • Asset register with criticality tagging
  • Monthly facility and incident reports

Engagement model

Multi-year facility maintenance contract with a single Nash service delivery manager and on-site coverage during business hours, plus 24/7 critical response.

Duration

Ongoing, with annual review and renewal.

Outcome

Quantitative results

  • Single point of contact replaced 6+ ad-hoc vendor relationships.
  • P1 incident response inside contracted SLA across all reported months.
  • Preventive maintenance compliance tracked and reported monthly.

Qualitative

The UN agency's operations team now manages facility issues through one portal, with one accountable provider, and donor-ready reporting on demand.

Artifacts available on request

  • Asset register and criticality matrix
  • SLA schedule and priority definitions
  • Sample monthly facility report

Nash shares engagement artifacts with qualified buyers under NDA. Request a copy and we will reply within one business day.

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