South City Residency

Process flow Diagram for registration of New Owners

Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 22nd February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-01

Help Desk
Help Desk • Makes a Xerox copy of the
Are signatures of old relevant page of the Deed
owner in Deed of Accounts
where name(s) of the
New Owner comes to Helpdesk & conveyance matching Is CAM & LPG Y
Y owner(s) and the apartment
• Submits copy of registered Deed of with records & of new number is mentioned and
charge till last
Conveyance owner in the deed of billing month
sends it to Accounts along
• Fills up Request form to join ADDA - conveyance matching with the Request form -
clear?
(SCAOA/ADM/01) with that in Request (SCAOA/ADM/01)
• Submits filled up format required form? • Files the Deed in the relevant
under the WB Apartment Owners’ N
file for the apartment
Act for representation to the N • Liaisons with ICICI for Accounts
Association (in case of joint owners) withdrawal of locker facility, if Discuss with Old / New
- (SCAOA/ADM/03) Help Desk
any, for previous owner owner & settle the issue
Discuss with the New owner &
settle the issue
System generated mail Accounts
Help Desk flows to the owner • Deactivates records of previous
Discuss with the New owner & containing link of the owner(s) in ADDA
Help Desk update the MIMO form MIMO form • Makes basic entry of new
• Approves the online request owner(s) from the filled up
• Updates the Parking Manager (both N Request form (SCAOA/ADM/01) in
for previous & new owner) New Owner the Residents’ database in ADDA
• Updates Domestic Staff Manager Help Desk Clicks the link of the • Enters names of owner(s) & other
(both for previous & new owner) Are the entries in MIMO form, fills it up & details in CAM database
• Files the filled up Request form in Y MIMO form matching submits it. (Helpdesk will • Files the Xerox copy of the Deed
the relevant file for the apartment with Deed of be notified through and returns the Request Form to
conveyance & system generated Email) Helpdesk
Request form?
 South City Residency
Process flow Diagram for registration of New Tenants
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : ALOKE GHOSH Approved on : Process No. :
Version : 03
Convener – Response Management (SCAOA 2016-17) 17th May, 2017 Secretary (SCAOA 2016-17) 17th May, 2017 SCAOA / ADM / PR-02

Help Desk Accounts

1. Deposits the cheque to Is CAM & LPG
Help Desk
Accounts office charge of that Y
New Tenant Are all the forms
2. Deactivates previous apartment till
(a) Comes to Helpdesk and submits properly filled up & all Y tenants of this apartment last billing
the following documents along with necessary documents
including their records in month clear. ?
enclosures mentioned therein: as per guidelines in
Parking Manager &
1. Copy of Tenancy agreement Association Rules Accounts
Domestic Staff Manager
(relevant pages containing submitted? Informs the Owner to
3. Liaisons with ICICI for N
names of Owner & Tenant, clear the outstanding
withdrawal of locker facility,
Agreement period and signature CAM bill & LPG charge
if any, for previous Tenant
of Owner & Tenant) N Security Convener
2. Tenancy / Lease Form (ADM 04) Confirms Help Desk Accounts
Help Desk Help Desk Discusses with the
3. Declaration of owner on behalf Makes basic entry of to proceed with the
Discusses with the Tenant / Owner Y registration Tenant / Owner &
of Tenant / Lessee / Occupant & settles the issue. personal details of
(ADM 05) Security settles the issue.
new tenants in ADDA
4. Information of the Tenant / Help Desk & sends tenant Convener N
Lessee / Occupant (ADM 06) Updates all info in ADDA as per information to Is the profile
5. Resident Tenant profile form as MIMO form including details of Security Desk (System of the tenant Accounts
receipted by local P.S. (ADM 16) Vehicles (ADM 07) & Domestic staff generated mail flows OK ? Is the cheque /
(ADM 09) & communicates with to the Tenant draft for
(b) Submits Administration fee by N
Cheque /Draft/ NEFT. tenant regarding issuance of vehicle containing link of the Administrative
Security Convener
sticker & gate-pass MIMO form) fee cleared. ?
Confirms the same
to Help Desk &
Help Desk Accounts for Y
New Tenant refunding the Help Desk
Checks the entries made in Parking Manager &
Clicks the link of the MIMO form, fills it Administrative fee Fixes a suitable date Accounts
Domestic staff Manager in consultation with the
up & submits it. (Helpdesk will be notified and communicating for interaction Confirms the
Tenant during issuance of car sticker & gate-
through system generated Email) the same with the between the tenant & same to Help
pass for domestic staff
owner the Security convener Desk
 South City Residency
Process flow Diagram for Visitor (Pedestrian) Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 21st February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-03

Security at Reception
The Visitor a) For owners: Security at
Reaches the Checks if the Apartment is Security at
Reception
Gate Security concerned in the CAM defaulter list Reception
The Visitor comes to In / Out Gate Informs the
The security at the gate enquires about Issues a slip to the tower and For Owners: N
b) For Tenants: resident about
visitor mentioning shows the slip Is (a) okay ?
the apartment which the visitor intends arrival of the
the Tower / Flat to the security Checks if the Apartment is
to visit and asks him / her to enter the For Tenants: guest
number to be at the Tower in the CAM defaulter list
following details in a register: Is (b) okay ?
visited reception desk as well as if the tenancy
1. Name agreement is valid
2. Address Y
3. Mobile Number Security at Tower Reception Security at Reception
4. Time of entry Did the resident Calls up the concerned
Enters details of the visitor in a
5. Tower / Flat number to visit Y confirm to allow resident to inform
register, stamps on the slip
the visitor to about the arrival of the
(putting date, time & signature)
their flat ? guest
and guides the Visitor to the
The Visitor concerned flat
After meeting the resident, the Visitor N
leaves the Tower and proceeds towards
the exit gate Could the
Security at Tower Reception Did the resident Y
resident be
Asks the visitor to wait in the Y ask the Visitor to
Visitors’ lounge of the Tower till contacted?
Gate Security wait in the
Collects the slip that was issued earlier, the resident arrives after filling Visitors’ lounge?
checks the stamp and records the exit up a register for usage of the N
time in a register corresponding to the lounge and stamps on the slip
N
slip number (putting date, time & signature)
Security at Tower Reception
Security at Tower Reception
Informs the visitor about non-availability
Asks the visitor to wait in the
The Visitor of the resident and stamps on the slip
The Visitor Visitors’ lounge of the Tower
Leaves South City (putting date, time & signature)
Proceeds towards the exit gate
 South City Residency
Process flow Diagram for Visitor (by Car) Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 21st February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-04
In-Gate Security Security at Reception
Enquires about the apartment to be The Visitor
Reaches the concerned tower a) For owners: Security at
visited and Issues a “white” slip to Checks if the Apartment is Reception
the visitor mentioning the following and parks the car in the Visitors’
The Visitor (by car) parking lot with the assistance in the CAM defaulter list For Owners: N
Reaches the In-gate through & noting the same in a register: Is (a) okay ?
1. Vehicle number of the security personnel on b) For Tenants:
the non RFID lane and stops duty (or as directed by him in
2. Apartment number to be visited Checks if the Apartment is For Tenants:
at the security booth case the parking lot is already
3. Time of entry in the CAM defaulter list Is (b) okay ?
full) and reaches the Security as well as if the tenancy
The Visitor For commercial / pick-up vehicles desk at the Tower reception agreement is valid Y
After meeting the resident (or (Taxi, OLA, UBER, School bus etc.), a
after picking up/ dropping the yellow slip is issued having a validity Security at Tower
resident), the Visitor leaves of 15 mins Did the resident Reception Security at
the Tower & proceeds confirm to For non-commercial Reception
towards the out gate Security at Tower Reception allow the visitor vehicles (white slip), Informs the
Y resident about
Enters details of the visitor in a to their flat ? the Security Calls up
register, exchanges the white slip the concerned arrival of the
Out Gate Security with a slip of a different colour (as guest
Collects the slip as exchanged from the resident to inform
specified for that day) and guides the N about the arrivalNof
Tower reception (or the yellow slip) and Visitor to the concerned flat
records the exit time in a register the guest
corresponding to the slip number Did the resident
Security at Tower Reception ask the Visitor to
In case the sticker can not be produced Could the
Asks the visitor to wait in the Visitors’ Y wait in the Y
then a fine is to be given by the Visitor resident be
lounge of the Tower till the resident Visitors’ lounge?
(as mentioned in Association rules) & contacted?
the security issues a cash receipt arrives after filling up a register for
usage of the lounge N N
Security at Tower Reception Security at Tower Reception
The Visitor The Visitor Informs the visitor about non- Asks the visitor to wait in the
Leaves South City Proceeds towards the exit gate availability of the resident Visitors’ lounge of the Tower
 South City Residency
Process flow Diagram for Notice Board Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 21st February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-05

PM Office
a) For owners: PM Office
Resident Checks if the Ensures that following
Reaches the Property Management office with Apartment is in the particulars are mentioned in
print-outs (maximum A4 size) of the notices / CAM defaulter list the notice:
advertisements (not more than 5 numbers) & 1. Name of the resident Secretary
mentions the Apartment number & Resident b) For Tenants: 2. Apartment number Is the notice / Y
status ie. Owner or Tenant Checks if the 3. Contact number advertisement
Apartment is in the acceptable?
CAM defaulter list Records the above details in
as well as if the a database and date of
PM Office tenancy agreement receipt of the notice / Secretary
a) For Owners: is valid advertisement Signs the notice / advertisement
Requests to clear the CAM N
and returns it back to PM office
b) For Tenants: Sends the notice to the
Requests to get in touch with Secretary / Joint Secretary Secretary
the landlord to clear CAM (in PM Office (or any other Board Manager Informs PM’s office regarding
case of defaulter) and / or to For Owners: as will be directed the Board) any objections & asks them to PM Office
N is (a) okay ?
Y
provide info on status of for approval & authorization communicate the same to the Stamps the notices for confirming
tenancy to PM office (in case concerned resident to submit approval of the Board mentioning
For Tenants:
tenancy agreement has the notices once more after the date till which the notice shall
is (b) okay ?
lapsed) necessary corrections be put up (7 days from that date)

Updates the Notice database (to

Security at Tower reception
Withdraws any notice as directed
by the PM Office & confirms the
same to PM Office for updating
the Notice database
PM Office incorporate date of receipt of
Security at Tower reception approval) & date till which it will
Scans the Notice database on a daily
Puts up the notice / be displayed
basis and informs the Security desk
advertisement in the dedicated
at the reception to withdraw any Sends the notices to the Security
Notice Board for the residents
notice whose validity has expired desks at the tower receptions
 South City Residency
Process flow Diagram for Domestic Staff Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 21st February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-06

PM Office
a) For owners:
Resident (Employer) / Domestic staff Checks if the Apartment is in the Help Desk
Help Desk
Reaches the Property Management CAM defaulter list - Makes necessary entries in
Does signature in
office and submits details of the Domestic Staff Manager of
b) For Tenants: the form match with
concerned staff through any of the Y ADDA
Checks if the Apartment is in the that in record & are
following forms:
CAM defaulter list as well as if the all necessary
- Scans the form and uploads it
tenancy agreement is valid documents
- For first time registration (ADM 09) within the profile of the
submitted?
- For renewal of gate-pass (ADM 12) concerned apartment in ADDA

Other supporting documents [ex: - Files the form and other

PM Office
photographs, copy of driving license N supporting documents in the
For Owners:
(for drivers), Police intimation form (for Y relevant file for the apartment
is (a) okay ?
drivers & domestic helps employed
round the clock) etc. need to be For Tenants: Help Desk - Prepares the gate-pass for the
submitted as specified in the above is (b) okay ? Coordinates with the domestic staff (within 24 hours
forms] employer to resolve the issue of receipt of valid application)
N
PM Office Employer / Domestic staff
Help Desk
a) For Owners: Collects the gate-pass for the
Scans the database of Domestic Staff
Requests to clear the CAM domestic staff from the Property
Manager every 7 days and deactivates
any domestic staff corresponding to b) For Tenants: Management office
the apartment which has not renewed Requests to get in touch with the landlord to clear the CAM
their gate-pass within 3 days of expiry (in case of defaulter) and / or to provide info on status of
tenancy to PM office (in case tenancy agreement has lapsed)
 South City Residency
Process flow Diagram for Community Hall booking (Manual) Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 02
Convener – Response Management (SCAOA 2016-17) 21st February, 2017 President (SCAOA 2016-17) 22nd February, 2017 SCAOA / ADM / PR-07

PM Office Help Desk

a) For owners: N Makes tentative entry in
Checks if the Apartment is Facility booking of ADDA &
Resident informs the resident to
in the CAM defaulter list
Reaches Property Management Help Resident confirm the booking & make
Office and requests for booking of b) For Tenants: Desk Y Is the Y payment within 3 days
Community Hall furnishing the Checks if the Apartment is Is the Hall booking
following information : in the CAM defaulter list as Y available? confirmed?
well as if the tenancy
- Tower & Flat number Has the
agreement is valid
- Date on which booking is required resident
PM Office Y
- Time Slot N confirmed
For Owners:
- Hall preference the booking
is (a) okay ? N
- Whether gas oven is required within 3
For Tenants: Resident days?
PM Office Help Desk
is (b) okay ? Is the
a) For Owners: Provides
alternate alternate Y
Requests to clear the CAM
choices of choices
b) For Tenants: N acceptable? Help Desk
available Halls
Requests to get in touch with the landlord to clear the CAM N Hands over the Form
(in case of defaulter) and / or to provide info on status of SCAOA/ADM/14 and Rules &
tenancy to PM office (in case tenancy agreement has lapsed) Regulations for usage of
Community Halls to the
Accounts resident & approves the filled
Resident
- Checks the entry made in ADDA & CAM up form after necessary
Help Desk Takes the form and the cheque
default list checking
Informs housekeeping team and submits them in Accounts
- makes necessary entries for accounting
& Security at reception desk - hands over receipt of payment to the The entry in Facility booking
of the concerned tower on resident in ADDA gets auto cancelled
the day before the occasion - Returns the form back to handover with notification to the
concerned resident
 South City Residency
Process flow Diagram for Procurement Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 01
Convener – Response Management (SCAOA 2016-17) 10th February, 2017 President (SCAOA 2016-17) 12th February, 2017 SCAOA / ADM / PR-08

PM Office BOM
- Arranges for multiple quotations from Takes decision on selection of
relevant vendors (at least 3 quotations the vendor (in discussion with
are required for amounts exceeding Rs. the committee for PM Office
BOM / PM Office
50,000/-) procurements above Rs. 15 Prepares the Work Order and hands it
Discusses about details of any
Lacs) and communicates the over to the selected vendor
procurement to be made including - Prepares a comparative chart for all
appropriate specifications same to PM office
quotations received
- Sends the comparative chart to the Vendor
BOM Supplies the material or carries out
concerned BOM, marking the vendor
Forms a committee the job as per Word Order under
with lowest quotation as L1
N to oversee the supervision & monitoring of
Y
procurement concerned staff of PM Office and
N
informs them upon completion
Is the
Is the cost of Is the cost of BOM procurement
procurement Y procurement Y Places the issue in approved by
more than more than GBM and seeks PM Office (Department Head)
GB?
Rs. 50,000? Rs. 15 Lacs? mandate Verifies completion of job (in liaison
with concerned BOM) and signs the
N Work order with necessary comments
and sends it to Store Manager

Accounts PM Office PM Office (Property Manager) PM Office (Store Manager)

Makes necessary entries Hands over all the Verifies all the documents along with Attaches a GRN sheet with the Work
for record up-keeping, documents after being the Work Order, signs the same with Order and Quotation, completes other
prepares the cheque and signed by the concerned necessary comments and sends it to necessary formalities and sends it to
issues it to the vendor BOM to Accounts team the concerned BOM for signature Property Manager for signature
 South City Residency
Process flow Diagram for Main door Key Management
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 01
Convener – Response Management (SCAOA 2016-17) 10th February, 2017 President (SCAOA 2016-17) 12th February, 2017 SCAOA / ADM / PR-09

Resident (wants to withdraw keys) Help Desk Help Desk Help Desk
Comes to Property Management Does the Y Calls up resident in the Y
Does the
Office and makes a request for signature in the mobile number (as mobile number
withdrawal of Emergency keys for form match available in ADDA) to match?
the main door of their apartment with record? confirm identity. [In
(Form ADM/13 needs to be filled up) absence of Mobile,
confirmation of identity N
N may be done through
Email Id present in ADDA
Help Desk Help Desk
Discusses with the resident Discusses with the resident
Resident (wants to submit keys)
to resolve the issue to resolve the issue
Comes to Property Management
Office and submits Emergency keys
for the main door of their apartment
(Form ADM/13 needs to be filled up) Resident Help Desk Help Desk
Fills up the remaining section Y Has the key Hands over the Emergency
of the same Form ADM/13 been returned keys for the apartment to
filled earlier within next 24 the resident
hours?

Help Desk N
Files the Form in the respective
file for the apartment and Help Desk
puts the keys in their dedicated Communicates with the
storage space resident to inform the same
 South City Residency
Process flow Diagram for Complaint resolution through HelpDesk in ADDA
Issued by : TILAK ROYCHOWDHURY Issued on : Approved by : CHANDAN MOHINTA Approved on : Process No. :
Version : 01
Convener – Response Management (SCAOA 2016-17) 17th March, 2017 President (SCAOA 2016-17) 18th March, 2017 SCAOA / ADM / PR-10

Administrator
Resident (Initiator) Administrator Could the issue
The issue gets escalated to
Logs in to ADDA and raises a The L1 Administrator be resolved by
N the L2 Administrator
personal or community related defined in the system gets L1 Admin
defined in the system who
ticket under a particular category / a notification through within specific
gets a notification through
sub-category Email and SMS alert timeframe?
Email and SMS alert

Could the issue

Resident (Initiator)
Administrator Y be resolved by
Gets System generated notification
Closes the ticket in L2 Admin
through Email and SMS alert
HelpDesk within specific
confirming completion of the job
timeframe?

Y
N

The ticket remains
pending in the system
Administrator
Could the issue The issue gets escalated to
N the L3 Administrator
be resolved by
defined in the system who
L3 Admin?
gets a notification through
Email and SMS alert