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Pan Am Games: How QFM CAFM Software is Used at the Toronto Games

The Pan Am Games are the world’s third largest international multi-sport games, held every year since 1951. Last summer’s event hosted in Toronto involved 10,000 athletes competing in over 400 events, from 41 countries and included the largest ever Parapan Am Games for athletes with disabilities. Of particular interest to the FM industry is the success of the funding of the Athletes’ Village through a PPP (Public-Private Partnership or P3) agreement, and how Service Works helped contribute to this through QFM, its powerful CAFM software system.

Download the full case study here.


As funding came from the public purse, accounting for spending and proactively demonstrating value for money was essential. QFM was chosen by the Games and EllisDon Facilities Services for its ability to quickly and accurately schedule, monitor and manage service delivery, as well for as its fully integrated Payment Mechanism module which calculates complex deduction rules instantly. This creates full transparency, auditability and a high level of trust between all parties involved.

The challenge for EllisDon Facilities Services was to effectively deliver hard services for a high profile project, and the scale of the task – delivering 24/7 maintenance to a diverse community with its own florist, bank and medical centre – was immense. During the Games, they would receive a work order around every 30 minutes, and would carry out around 5,000 jobs over the course of the Games period. These varied from essential plumbing maintenance to ensuring that the automated door system was in full working order.

Yumna Nasir, Facilities Manager and Operations Lead at EllisDon Facilities Services stated: “The QFM system was not only designed to produce work orders, but provided a range of monitoring reports, in which it showed every single work order that had been produced, the status of that work order, when it was responded to, how it was rectified, and when it was closed, so there was absolutely no confusion.

The result of this was that, during the Games, TO2015 (Toronto 2015 Games Organising Committee) created such confidence within the governing bodies that they were able to move from the usual daily reporting schedule to only being required to meet with the officials every three days.”

QFM technology enabled Ellis Don and TO2015 to exceed expectations, and the International Olympic Committee (IOC) stated that they had gone way above and beyond the standards expected, going so far as achieving Olympic standard.


Service Works would like to thank RICS (Royal Institution of Chartered Surveyors) and International Workplace for their time and assistance in compiling this case study. Download the full case study here.

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