Facility Management

In 2023, MM carried out a total of 9.569 interventions on the school building stock, up 35 percent from 2022. Some examples of interventions carried out were the adjustment of outdoor spacesat Montichiari Street, number, 7, the protection and control of the School Property at Scalabrini Street, number 7, and Vallarsa Street, number 19 and the restoration of the perimeter fenceat Clericetti Street, number 19.

In 2023, MM carried out 446 interventions at the 26 facilities owned by the Municipality of Milan and entrusted to Milanosport for management, moving from a system of managing technical and maintenance services mainly on call to a preventive and scheduled management of maintenance interventions and the necessary resources, also thanks to an integrated ticket management system.

In addition to normal activities aimed at ensuring the functionality of sports facilities, MM ensured the execution of specific interventions for the reopening of outdoor swimming centers.

In 2023, MM carried out 326 interventions at the lifting plants and wastewater collection tanks of road and pedestrian underpasses in the City of Milan, reducing the risk of flooding-due to intense but short-lasting atmospheric rainfall-and the resulting problems for road traffic, and ensuring more timely and effective controls in case of plant malfunction. Through routine maintenance and breakdown repair activities, MM was responsible for taking care of electro-instrumental work on pumps and command and control panels, as well as cleaning and purging of collection tanks even under emergency conditions.

During 2023, MM carried out routine maintenance work at the 377 refectories and refreshments in the schools managed by Milano Ristorazione, for a total of 367 interventions.

The contract provided a boundary extension of the activities already carried out at the schools, allowing for more efficient management of maintenance needs affecting the same school building albeit at the direction of different parties. The system made it possible to reduce the areas of intermediation of causes and responsibilities for any failures that occurred in spaces adjacent to those where the interventions were carried out.

MM has adopted a Customer Relationship Management (CRM) system, initially covering only school building assets and from 2022 extended to sports facilities as well.

The system has four stages:

• Taking charge of reporting
• Determination and classification of the problem with an on-site inspection
• Opening a work order for intervention (by a contractor or an internal MM team)
• Verification of the completion of the intervention and resolution of the fault

The whole process is based on:

• a trouble ticket management, which involves receiving reports from users through the Contact Center’s two communication channels and handling them “end to end” aimed at resolving the problem;
• a management of customer care and feedback users, through a dedicated application that allows enabled users to monitor in real time the status of progress, mode of intervention and resolution timelines.