Science Behind Our Services

Douglas Site Services Management Program – DIRKAH

We have built and developed our own software programme called DIRKAH which has been established to meet the specific needs of our industry. In turn and in conjunction with a rigorous Quality Assurance program, we have built a business known for its integrity and quality driven services.

DIRKAH enables us to track and record all areas of operational deliverables to a contract. We are able to track the deployment of staff to locations within a site, produce reports at the completion of each shift on the total number of actual hours deployed in comparison to “planned” and “budgeted” hours as well as report on waste collection and diversion amounts.

We have a built in functionality to produce risk management data and reports prior to and during each contract. We store this information ensuring our experiences at each contract are captured and utilised to our benefit on every occasion.

The most intrinsic part of the program and pertinent to our Quality Assurance measures is the Helpdesk component. With EMAC numbers being available we are able to load the information into our system for rapid response and record keeping, as issues are called through to the helpdesk. Every call received by our inbound helpdesk operator is recorded, capturing the callers ID, EMAC details, time of the request and the response requirements. Our dispatch operator calls out the job to the relevant Area Manager who ensures the task is responded to in a timely manner and calls back to the helpdesk once the task is completed.

We are able to generate reports through the helpdesk on any one of a number of issues types. We are able to report on plumbing, security, site maintenance, lost property, lost children, cleaning, stock requirements and many more.

There is also the capacity to pre-load scheduled services of bathrooms required to be cleaned on a rotational schedule. As each service is completed it is logged with the helpdesk. Typically we utilise this function in high profile areas.

In summary, we are dedicated to servicing our clients needs with the level of professionalism, enthusiasm, standard of service and operational integrity, required from their cleaning and waste management company.