Before adopting OnsiteIQ, the citizenM development team depended on updates from contractors or their capacity to frequently visit sites. Although they valued contractor updates, the use of different contractors nationwide meant varying reporting standards and less familiarity. As a result, the data wasn’t always as objective as the undeniable insights gained from 360° walkthroughs and progress tracking for major milestones by floor. Regular site visits, while insightful, were time intensive, expensive, and challenging with multiple concurrent projects.
Heather Skeehan, Head of Strategic Design, now leverages OnsiteIQ’s remote walkthroughs to closely monitor far more projects than previously possible. “I use Progress Tracking in two main ways: first, to pinpoint when and where specific trades are active, helping me choose the best times and walkthroughs to scan. Second, as a ‘back check’ during internal hotel opening date talks. A quick glance at the Progress Tracking for the recent two months gives me a clear sense of the project’s state. This allows me to advise the project teams on whether changes make sense at certain points in construction.” Consequently, Heather and her team have gained a deeper understanding of projects. This enhancement has fostered better contractor collaboration and ensured more timely project deliveries.
Real Time Verification
CitizenM is using the irrefutable time–stamped walkthrough data from OnsiteIQ to verify the information they receive from contractors. “It’s a second set of objective eyes that lets us build a week-over-week timeline of exact site conditions. In one instance, we used OnsiteIQ to save $60k on a series of change orders for a recurring issue that was caused by poor craftsmanship and improper subcontractor installation.” Heather Skeehan, Head of Strategic Design. “We’re also able to challenge our own assumptions. We had repeated issues with bakery wall tile and we assumed the issue stemmed from rushed installation. Looking back through OnsiteIQ walkthrough data we realized that the start of the installation correlated with unapproved shop drawings, which we ultimately addressed on subsequent projects.” OnsiteIQ’s walkthrough data empowers citizenM to verify what they are hearing from their contractors and save thousands of dollars on change orders regularly.
Since citizenM’s projects all follow a repetitive design, there are valuable insights to glean for future projects. But, easily accessing these insights means capturing the data, cataloging it, and making it available to learn from—a difficult task. Prior to implementing OnsiteIQ, this insight was limited to individuals or, at best, ‘Tribal Knowledge’ within the team. Building a trusted database and playbook at scale as standard operating procedure for citizenM’s development team was just not possible. Thanks to OnsiteIQ, citizenM has been able to do just that. “I was able to create a visual playbook from our active development portfolio, including examples of key milestones that are early indicators of on-time delivery or delays. Now, I can look at any active project and compare it to imagery from another development, allowing me to easily identify issues. We can quickly assess whether we’re on track or need to proactively reach out to contractors.” – Edouard Espinasse, Project Manager, citizenM. This proactive project management has allowed citizenM to improve schedule adherence and enforce better project controls, significantly increasing confidence in the team’s ability to oversee the portfolio and meet aggressive delivery timelines.
CitizenM is leveraging OnsiteIQ to protect against claims, including delay claims brought on by contractors. In one instance, being able to create a detailed visual timeline of precise jobsite progression has proved invaluable. Rather than going into litigation with the contractor presenting logs and paperwork without any rebuttal, citizenM is showing irrefutable project truth throughout the entire construction duration. This comprehensive time-stamped imagery saved
citizenM both time and money and proved to be the deciding factor needed to overcome ungrounded delay claims.