SWAP FAQ

General

• Who is Cushman & Wakefield?

  Cushman & Wakefield is a global leader in property and facility services, providing occupiers and investors with end-to-end industry leading property solutions. Cushman & Wakefield has office locations more than 60 countries around the world, and a national presence, both in capital cities and regional locations across Australia and New Zealand.

• What is SWAP?

  SWAP (safe work assurance platform) is a mobile device application that integrates safe systems of work as part of a work order management solution. SWAP replaces current paper forms with one handy app that will allow technician/workers to:

  – Receive identified essential site information
  – Receive and close work orders
  – Completed and closed work orders are sent directly to the Maintenance Operations Centre (call centre) from the app, enabling a quicker invoicing and payment schedule
  – Complete pre-start risk assessments
  – Request and receive approval for permits to work Collect asset information
  – Manage qualification, licence and certification expiration dates
  – Complete service delivery commentary against the asset including any future maintenance recommendations

• Do I have to use SWAP for all Cushman & Wakefield jobs?

  Yes, when sent an invitation to register in SWAP it is mandatory that your contractor company, technicians, workers and sub-contractors register in SWAP as it will be the only way to receive work orders from Cushman & Wakefield.

• How does SWAP work?

  Work orders are sent from Cushman & Wakefield to the technician/workers company. The contractor company then assigns the work order to a registered individual technician/worker. The individual technician/worker receives the work order on their mobile device, checks into site, completes a pre-start risk assessment and permit (if required), completes the works, checks out of site and closes the work order. There is no need to contact the Maintenance Operations Centre (call centre) to advise of onsite or completion times as this is captured automatically in the SWAP app.

• Does SWAP work in real time?

  Yes, it enables real time work order management.

• As a contractor how do I know if this will affect me?

  As a contractor working on an account you would have been sent an invitation to register in SWAP. To continue to complete work on accounts with SWAP enabled you must register in SWAP.
  If you work on multiple Cushman & Wakefield accounts in addition to accounts with SWAP enabled, it will change the way you perform work order management on all accounts and you must be registered in SWAP to continue to complete work for Cushman & Wakefield.

• What will contractors do differently with SWAP?

  Individual contractors (technicians/workers) will need to register in SWAP and download the SWAP app to receive work orders assigned by their company.
  For accounts with SWAP enabled, technicians/workers will complete a pre-start risk assessment on the app along with any permits to work which commences the job. They will then complete the job via the app.
  For the Westpac account the technician/worker will check in to site on the SWAP app then follow existing pre-start activities required by the account outside of the app such as Hazard Prompt Sheet, Permit to Work, inductions etc. The technician will then complete the work and close the job via the app.
  By using the SWAP app, the contractor will no longer need to call the Maintenance Operations Centre to commence or close a work order on any account.

• Will it cost anything to register or use SWAP?

  No, there will be no cost or licence fee to register with or use SWAP.

Vendor Registration

• My company is already registered with Cushman & Wakefield – why do I have to register with SWAP as well?

  The Cushman & Wakefield Vendor Management System registers contractor companies with Cushman & Wakefield. SWAP is an end to end work order management tool that enables you to receive and complete work orders. These are two separate systems, which both require registration.

• Do I need to invite my subcontractors to register in SWAP?

  Yes. SWAP registration is also required for your subcontractor companies and their technicians or workers that perform work for you.

• Are there new registrations a contractor will need to complete?

  Yes. Once a contractor is sent an invitation to register in SWAP they must do so in order to continue to receive work from Cushman & Wakefield.

• We are registered in SWAP under multiple entities and need to log into multiple portals to use SWAP – are we able to combine these portals?

  Unfortunately not. Each vendor portal is set up and linked to individual ABNs. We cannot merge multiple portals if a company has separate ABNs

Technician Invitations

• Can I invite all my technicians, workers and subcontractors at the same time?

  Yes, you can bulk invite your technicians, workers and subcontractors. See the Vendor Administrator User Guide for instructions

• As a technician/worker how do I register in SWAP?

  Your contractor company administrator will send you an email which will provide a link for you to register in SWAP. You will need to enter a current email address and create a password to become registered in SWAP. The email address will become your user name and be used to log in and reset your password if required.

• Technician/worker/sub-contractor registration:

• I have invited all my technicians but it won’t allow me to edit my technician’s profile on their behalf.

  If the technician has not completed their registration (i.e. set up user name and password and uploaded their competencies), then as Vendor Administrator you cannot modify their profile. Once they are registered and the Vendor Administrator has approved the competencies, then a Vendor Administrator can edit a technician’s profile.

• Can I assign the same email address to more than one technician?

  No, each technician will require a separate individual email.

• Technician is pending approval, what do I do?

  As a Vendor Administrator you are required to approve your technicians once they have registered. To do so find the technician pending approval through the ‘My Technicians’ tile and then next to their name should be a blue ‘review’ button, by following this you will be prompted to review their details and then approve.

  Once this is done, they will be able to have word orders assigned and completed jobs through the App.

• I do not want my technicians seeing all the companies Work Orders, can I limit this?

  Yes, when inviting the technicians you are given the options to select ‘only see work orders assigned to them’. Once you have selected this, your technician will only ever have work orders you have assigned to them appear in their SWAP.

Subcontractor Invitations

• How do I invite my subcontractors?

  You invite subcontractors the same way you invite your technicians

• I don’t use my subcontractor often – do I still need to invite them to SWAP?

  This depends on how many jobs a year they do for you. You can assign the job to yourself as a competent person and list the subcontractor’s name who is conducting the work in the pre-start risk assessment. This should only be for subcontractors you use minimally/ad hoc. If you use them fairly regularly, you should invite them to SWAP

Qualifications and Competencies

• When I am assigning technicians to a job, how do I know what qualifications the client requires of the technician?

  The Vendor Administrator will be informed of the client requirements by the C&W Account Team or Facilities Manager. Once informed, it is up to the Vendor Administrator to ensure they are assigning the correctly qualified technicians to the job.

• Why do I need to record my licences, qualifications and certificates?

  Technicians and workers can only be assigned work orders if they are deemed competent to do so by their employer (the contractor company). SWAP needs your competencies relevant to your work activities to be recorded so that whoever is assigning you work can see that you have the required competencies including inductions and they are current.

  Note: You do not need to upload the competencies to SWAP, just the record of the competency

• What if my licence, qualification or course is not listed in the drop down when I am registering in SWAP?

  Not every licence, qualification or competency is listed in SWAP. Please select those relevant to your work activity. Where you have more than one certificate, licence, or competency, select the most frequently relied upon. Where the competency you rely upon for your trade is not listed notify AU.Application.Support@cushwake.com and you will be advised accordingly.

  To assist with on-site verification of your identity and/or licence, ensure you/your workers have personal identification and any legally required licences available (e.g. high risk work licence).

  If you don’t rely on licencing for your trade, as a minimum you must list relevant inductions to your work activity.

• What happens if my qualifications expire?

  Work orders will not be able to be assigned to technicians or workers with expired competencies in the system. You will need to ensure only current, valid competencies are recorded in the system.

  Your employer will review your competency profile and validate authenticity with you directly before assigning work orders. You can update your profile at any time to add or remove competencies you no longer require. The system is audited by Cushman & Wakefield and you may be required to provide evidence of competencies.

Vendor Administrator Work Order Management

• The technician I want to assign a job to is greyed out – what do I do?

  If a technician is greyed out it means that their competencies have expired. The technician has to upload the updated record of the competency and have that approved by the vendor administrator in order to be able to be assigned work orders again. Once the VA approves the update, the technician can be assigned work immediately

• As a Vendor Administrator, will I get a notification when I receive a new work order from Cushman & Wakefield?

  Yes, you will still receive the same work order notifications as you currently receive from Cushman & Wakefield.

• How do I send invoices to Cushman & Wakefield?

  Invoices for completed works must contain the relevant WO/PO number and other requirements listed in the Contractor Registration Handbook. The handbook is made available in the ‘Resources’ section of the contractor VMS portal after successful contractor company registration. Invoices are not submitted via SWAP.

• How do we receive Emergency Work/P1 jobs in SWAP?

  The current P1/Emergency Work process remain in place: the work order will be raised in the Cushman & Wakefield system via SWAP and the Vendor Administrator will receive a phone call to alert you to the P1 job to allocate and notify your technicians

• What does the Vendor Branch column on the Work Order view mean?

  Vendor Branch refers to what vendors will see if they are a second tier contractor. For example, if Cushman & Wakefield issue a work order to X Contractor, who then subcontracts to Y Contractor, then the Vendor Branch column will show Y Contractor.

• I have offices interstate, how can they have access to their states work orders?

  To limit a Vendor Administrators access to work orders for specific areas you are able to assign them to branch when inviting them.

• I do not have any existing branches but need to limit Administrators view, how can I create a branch?

  To create a branch you will need the same ABN however different email addresses and contact information. To process your request contact au.swap@cushwake.com with the relevant branch information and the team will have this processed.

• There are a lot of old work orders that haven’t been closed out – how do we do this?

  Old work orders will need to be manually closed by the Cushman & Wakefield Maintenance Operations Centre. Please send the Maintenance Operations Centre a spreadsheet with work order details, including work order number, dates, times and the client to which they relate.

• Is there a way for the Vendor Administrator to change the column order in the Work Order screen?

  Unfortunately there is no scroll function on the main Work Order Portal page. The column order is a set format. We suggest to use the CSV button and explore your work orders and data and manipulate your information that way, or secondly use the “Filter Results” and search / categorise your work orders that way.

• What happens for afterhours work order assignment when there are no Vendor Administrators at work?

  When a technician is required to work the afterhours shift, the Vendor Administrator should uncheck “Technician can only view work orders assigned to them” under the technician’s profile on the Vendor Administrator SWAP Portal. This will allow technicians to view and commence all work orders assigned to a Vendor, without needing to be assigned to the work order by a Vendor Administrator. Once the afterhours shift has ended, the box should be rechecked so the technician only sees work orders assigned to them.

• When a work order expires does it drop off the Vendor Administrator portal?

  No, a work order only drops out of the Vendor Administrator Portal once completed in SWAP or cancelled in JDE. The Vendor Administrator should call the Maintenance Operations Centre for a time extension if required.

• If you assign a job to a technician does SWAP reject it if the technician isn’t qualified for the job?

  No, SWAP does not take over responsibility from the Vendor. The Vendor Administrator and Technician are responsible for ensuring a qualified and competent technician is assigned a work order and completes it on site. This is the same as current process.

• What happens if I’m sending overlapping technicians to a site?

  Both technicians will need to allocated the job. When the initial technician leaves site the second technician will need to sign in using SWAP. Alternatively, the second tech can access the WO via the check in tile without being specifically assigned to the work order.

• Why am I receiving a Forbidden Error 403 / 408 when signing into the app?

  Vendor Administrators are not configured to access the app, so you will get a “Forbidden” error. Vendor Administrators can only access their portal via a desktop.

• Why am I unable to assign a work order to a technician?

  There are two reasons why this could happen:

-The techncian has an expired competency

-The Vendor Administrator has not reviewed and approved a technician’s competencies. This needs to be done every time a technician adds or updates a competency in the SWAP system.

Technician, Worker and Subcontractor Work Order Management

• What work orders can I see?

  The contractor company administrator can see all work orders assigned to their contractor company.

  A technician/worker will only see work orders which their contractor company administrator assigns to them. If required, the contractor company administrator can enable a technician/worker to see all work orders assigned to their contractor company.

• What happens if I have accepted a job in SWAP but have to cancel?

  Contact your employer/administration manager, who will reassign to the work order to another technician/worker.

• Can I apply for job extensions in the SWAP app?

  No, you will need to contact the Cushman & Wakefield Maintenance  Operations Centre call centre directly, as per current processes.

• How do I submit quotes?

  No, you will need to contact the Cushman & Wakefield Maintenance  Operations Centre call centre to submit quotes, as per current processes.

• Can I apply to increase the PO limit in SWAP?

  No, you will need to contact the Cushman & Wakefield Maintenance Operations Centre call centre directly, as per current processes.

• I have to leave site and won’t be able to come back straight away to finish the job, do I have to do anything in the SWAP app?

  Yes, if you have to leave site, whether to get parts or for any other reason, you will need to Check Out of site. When you are back on site you can Check In. See the Technician User Guide for instructions. If you haven’t completed the work order do not complete the work order when you leave site.

• As a technician, do I receive a notification on my phone when I get assigned a new work order?

  No, you will not receive a push notification when you are assigned a new work order. You will need to go into the SWAP app to view your assigned work orders. If you are in the app, you will need to exit the work order and select it again to see permit approval notifications.

• I work for a number of different vendor companies. How can I check which vendor company sent me the work?

  When you log into the SWAP app, you will be able to see which vendor company assigned you the work under the Work Details section once you have selected the work order

• If I use the SWAP app, will I also need to complete a Hazard Prompt Sheet?

  No, the SWAP pre-start risk assessment replaces the Hazard Prompt Sheet. However on The Westpac account you will need to continue to complete the Hazard Prompt sheet.

• Can I upload more than 5 photos?

  Unfortunately some mobile devices only have a certain amount of space and we have been advised that 5 photos per work order is all the devices allow for.

• How does the system handle more than one technician on a work order? Do they all have to have the app?

  The system allows for only one technician to sign in on SWAP per work order. The other workers on site are to be captured by the lead technician by listing the ‘other workers’ in the pre-start risk assessment.

• What happens if a new technician arrives onsite during the job?

  The pre-start risk assessment can be amended to reflect this. Select the ‘Redo PRA’ function.

Pre-Start Risk Assessment

• I submitted the pre-start risk assessment but forgot to add something. Can I reopen it and send it again?

  Yes, you can open and amend a pre-start risk assessment at any time during the work. We encourage all technicians/workers to review pre-start risk assessments and update them, especially when work practices or the work environment changes.

• The site wants to approve the job before it is closed off. How can I do this?

  There is a section within the app where the site representative can sign off the job is complete.

• Do I still need to submit the pre-start risk assessment with the invoice to Converga if the pre-start risk assessment is completed through SWAP?

  No, as long as the work order number is referenced in the invoice then Cushman & Wakefield can view the pre-start risk assessment which you completed via the SWAP app.<
  If you do not use SWAP (or are doing work on The Westpac account) to commence and close the work order you will need to continue to complete all supporting documentation and send along with your invoice.

• The pre-start risk assessment (PRA) has been rejected – how do I submit another one?

  If your PRA is rejected, then you will need to go all the way out of the job and back to the home screen. Once you are back at the home screen, you will need to re-enter the work order and re-start the PRA.

• Why is my pre-start risk assessment (PRA) blank?

  You selected ‘no’ to the first question, which states you are not conducting any works – this will skip all of the questions.

• How do I know who to select as an approver?

  When you select your job, go past the ESI (Essential Site Information) section, and you will come to a screen where you can view the whole job, priority, status and work order details (section 6.4 in Technician User Guide). Beside that tab there is a Site Details tab. When you select this screen, you will see who the Facility Manager name – this will be the person you select to be your approver.

• Where can I find copies of the pre-start risk assessment (PRA)?

  All documentation that is submitted through SWAP is stored with in the Facility Manager’s portal and they can obtain it at any stage

• If we have multiple jobs on the same site on the same day will we need to submit multiple PRAs? Can the PRAs be finished off at the end of the day?

  Technicians can work on multiple work orders on the same site, and do not need to close out one work order before starting another. They will need to complete a PRA per work order. The PRA will need to be done at arrival on site or when the technician is about to begin that particular work order, as this forms the on-site component of KPIs.

 

Permit

• How do I apply for permits in SWAP?

  Where the feature is enabled in SWAP for a client, to apply for a permit you select the high risk work you are performing (e.g. confined space entry) then a form will come up for you to detail the specific risk controls that are in place. The permit will then be signed off directly on the app and submitted or submitted to an approver who will then review and approve within the app.

• How will I know if my permit has been approved or declined?

  You will receive a push notification on your phone to let you know if your permit has been approved or declined.

• I’m waiting to start work but I haven’t received my permit approval yet – what do I do?

  If you are waiting for permit approval, contact the Cushman & Wakefield Maintenance  Operations Centre

• My permit has been declined. What do I do now?

  If your permit has been declined, the Facility Manager should be in touch with you to discuss why the permit was declined. If you haven’t heard from the Facility Manager, contact the Maintenance  Operations Centre. Once you have discussed the permit with the Facility Manager, you will need to redo the Pre-Start Risk Assessment and Permit to send back to the Facility Manager for approval.

Closing Work Orders

• Can I reopen a closed work order in SWAP to add more information?

  No, once the work order is closed, you will need to contact the Maintenance Operations Centre to reissue the work order or to reopen it.

• If I complete a job in the SWAP app, will it close the job with Cushman & Wakefield?

  Yes. Once you close a job in the SWAP app you no longer need to call the Maintenance Operations Centre call centre to do this.

• I can’t finish the work order today – Do I have to close the work order when I leave site?

  No, if you haven’t completed the job, leave the work order open to complete when you next attend site. You don’t need to close off work orders if you leave site and don’t come back for any given period of time.

• Once a technician has closed the work order, does that information feed back to the Vendor Administrator?

  No, it will just disappear from the Vendor Administrator portal.

Vendor Administrator + Technician

• I am also a technician, but only registered as a vendor administrator – what do I do?

  A Vendor Admin can go into their profile, click the Edit button and select “I am also a technician”. This will allow you to be able to assign jobs to yourself in the technician role and receive work orders on the app.

• How can I locate my work orders? They are not viewing in the Work Order tab

  When you are registered as both there are two ways they you can locate your work orders:

  1. You can log into the Portal (Via a computer) and assign them to yourself – these jobs will be located within your Work Orders tab.

  2. Log into the SWAP on phone. Go into the “Check In” Tab, select client – this will take you to all the unallocated work orders. Once you have selected a job from that screen you will then find that job has now been allocated to you to conduct and complete the works

• I am a Vendor Administrator for my own company, but also work as a Technician for a number of others – how do I know which vendor sent me the work?

  As a Vendor Administrator, you can check which company has sent you the work order when you log into the Vendor Administrator Portal, go to My Work Orders and select the work order to view the Work Order Detail. As a Technician, you can view the vendor details under the Work Details tab once you have selected the work order in the SWAP app.

• How can I cancel a duplicate request that has been issued?

  As a Vendor Administrator, you can select the ‘Decline’ option from the select Action Drop down on a work order. This will drop the work order out of your portal and issue an email to the Maintenance Operations Centre to cancel the work order.

Technology

• Do I need to have a smartphone or tablet to use SWAP?

  Yes.

• How do I find the SWAP app?

  Find and download the app to your device by searching for “Cushman & Wakefield SWAP” in the App Store or Google Play

• How do I access SWAP?

  Once you are registered:

  As a Vendor Administrator you can access the SWAP Contractor Portal http://www.cushwakeswap.com

  As a Technician, Worker or Subcontractor you can download the SWAP app by searching for Cushman & Wakefield SWAP

  Use your login details to access the application.

• Does SWAP work on my phone or tablet?

  SWAP is currently compatible with both Apple iOS and Android.

• How does the SWAP app get updated?

  Same as any other app on the App Store or Google Play. You will get a notification that an update is available, just accept and download the update. It is recommended that you have automatic updates enabled for this app to avoid issues with using an old version.

• Does SWAP work offline or in areas with no internet?

  No, you will need internet access to use SWAP. There is no offline mode available.

• How much data does the SWAP app use?

  A negligible amount, however if you are uploading photos, this will depend on the size and quality of the photos being attached.

• Are there browser requirements for SWAP?

  Yes, there are minimum Browser requirements. You will need Microsoft Internet Explorer (10 or above), Microsoft Edge (3 or above), Mozilla Firefox (48 or above), Google Chrome (Windows and Mac).

• How do I know if my qualifications and personal information that I upload to SWAP are secure?

  SWAP has a number of in-built security features built into the system to ensure that any information stored in the system remains secure. This includes two-layer access controls to prevent unauthorised users from viewing or modifying contact, password encryption and data encryption. You can view the privacy policy here

• Is the SWAP app available on the App Store or Google Play?

  Yes, search for “Cushman & Wakefield SWAP”.

• I’m registered with Mobility as well. Can I use both Mobility and SWAP to manage Cushman & Wakefield jobs?

  No, once you are registered with SWAP you can no longer use Mobility. SWAP will take the place of Mobility for work order management

• I have the SWAP app downloaded on my phone and my tablet – can I use the same log in for both devices?

  Yes, you can use the same log in to log into SWAP on multiple devices.

• What happens if my phone dies/runs out of battery?

  You will not be able to complete the work order using the SWAP app if your phone is out of battery. Ensure that you phone remains charged, or else you will need to complete the work manually and close off the work order in SWAP once you have recharged your phone.

• If we have our own work order management system does the technician need to sign in twice? Can the systems talk to one another?

  The technician will need to sign in twice.

Further Assistance/Help

• Who can I contact if I am having issues using the SWAP app or SWAP Contractor administrator portal?

  First, go to the SWAP Engagement Portal www.cushwakeswap.com.au and check the FAQ to see if your query has been resolved there. You can go to the Contact section and submit your query.

  In Australia, you can also email AU.Application.Support@cushwake.com. In the body of the email, write down the issue and include your best contact details.

  You can also call 1300 149 286 (Option 1) for urgent issues.

• How do I change my password?

  Please note you must go into your SWAP Portal (Vendor Administrator or Technician) on your computer to change your password – there is no option to change your password via the SWAP App on your mobile.

• How do I reset my password for the SWAP app?

  Go to http://www.cushwakeswap.com and click Forgot Password.