General Services Procedures Manual

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Page 1 of 15 General Services Procedures
General Services
Procedures Manual
ProceduresManual_GS_PRO_V01.00
September 2024

Page 2 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
Table of Contents
1. PROCEDURE MANUAL STATEMENT ...................................................................................................... 3
2. SCOPE..................................................................................................................................................... 3
3. PROCEDURE ........................................................................................................................................... 3
3.1A Residency Visas .............................................................................................................................. 3
3.2A Visa Cancellation ............................................................................................................................ 4
3.3A Government Services ..................................................................................................................... 5
3.4A General Services Functions ............................................................................................................ 5
3.5A On Boarding & Off Boarding Process ............................................................................................. 5
3.6A Stationary ....................................................................................................................................... 6
3.9A Security ........................................................................................................................................... 7
3.13A Reception ....................................................................................................................................... 9
3.14A Space Management Procedure ...................................................................................................... 9
3.14B Accommodations (Dorms) ........................................................................................................... 10
3.15A Soft Services Management .......................................................................................................... 11
3.15B Hot Desk Procedure ..................................................................................................................... 11
3.16A Assets Management ..................................................................................................................... 11
3.17A Maintenance ................................................................................................................................ 12
3.18A First Aid Room .............................................................................................................................. 13
3.19A Sustainability ................................................................................................................................ 13
3.20A Pool & Gym Management ............................................................................................................ 14
4. REFERENCE(S) AND RELATED DOCUMENT(S)...................................................................................... 15
5. Document Control Information ........................................................................................................... 15

Page 3 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
1. PROCEDURE MANUAL STATEMENT
The General Services (GS) Department’s procedures serve as a guideline that gives all Employees within the GS
Department guidance and direction on how to implement the policies governing the GS Department’s process
practices. Any Violations of the clauses stated in these procedures will be subject to an escalation from the General
Services Director to the respective Department’s Directors/ Leadership to take the necessary action.
2. SCOPE
These procedures cover the following activities performed within the General Services Department:
a) Public Relations.
b) General Services Functions.
c) Facilities Management Services.
d) Environmental, Health and Safety.
3. PROCEDURE
3.1A Residency Visas
Role Role/Decision/Action Responsibility
a. Visa Request
1 Receive visa requests as per users (staff/Faculty Affairs/ Educational Affairs Office)
via email/system
P ublic Relation
Office
2 Checking validity, quality of required documents, and information about the request P ublic Relation
Office
3 Communication about whether everything is ok or if any additional documents are
needed or information via email/system
P ublic Relation
Office
4
Type and submit the visa issuance-related applications on the government
immigration portal and pay using the MBZUAI CBD wallet linked to our government
immigration system
P ublic Relation
Office
5
Share with end-user entry permit application status (approved/rejected) and make
sure to issue health insurance (within 14 days of entry date/change status to avoid
health insurance fines) via email/system
P ublic Relation
Office
6
Arrange medical test (within 14 days of entry date/change status to avoid UAE ID
application expiry which is valid for 30 days only and entry permit fines after 60
days)
P ublic Relation
Office
7
Arrange UAE ID fingerprinting (within 14 days of entry date/change status to avoid
UAE ID application expiry which is valid for 30 days only and entry permit fines
after 60 days)
P ublic Relation
Office
8 Type, submit the 2-year residency visa, and pay using the MBZUAI CBD wallet
linked to our government immigration system.
P ublic Relation
Office
9 Share the 2-year residency visa status (approved/rejected) with users via
email/system.
P ublic Relation
Office

Page 4 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
b. Families visa requests
1 Receive visa requests as per users (staff/Faculty Affairs/ Educational Affairs Office)
via email/system.
P ublic Relation
Office
2
Open individual sponsor file at the government immigration system for MBZUAI
staff and eligible individuals to sponsor their families. All non-Arabic birth
certificates and marriage agreements must have:
• MOFA attestation.
• translated to Arabic.
P ublic Relation
Office
3 Checking validity, quality of required documents and information about the
request
P ublic Relation
Office
4 Communication about whether everything is ok or if any additional documents are
needed or information via email/system
P ublic Relation
Office
5 Type, submit the visa issuance-related applications on the government
immigration portal, and pay using an MBZUAI credit card.
P ublic Relation
Office
6
Share with end-user entry permit application status (approved/rejected) and make
sure to issue health insurance (within 14 days of entry date/change status to avoid
health insurance fines) via email/system.
P ublic Relation
Office
7
Arrange medical test (within 14 days of entry date/change status to avoid UAE ID
application expiry which is valid for 30 days only and entry permit fines after 60
days)
P ublic Relation
Office
8
Arrange UAE ID fingerprinting (within 14 days of entry date/change status to avoid
UAE ID application expiry which is valid for 30 days only and entry permit fines
after 60 days)
P ublic Relation
Office
9 Type, submit the 2-year residency visa, and pay using the MBZUAI credit card
wallet linked to our government immigration system.
P ublic Relation
Office
10 Share the 2-year residency visa status (approved/rejected) with users via
email/system.
P ublic Relation
Office
3.2A Visa Cancellation
Role Role/Decision/Action Responsibility
1 Receive residency visa, and entry permit cancellation requests via email/system P ublic Relation
Office
2
Type, submit the visa cancellation application on the government immigration
portal, and pay using the MBZUAI CBD wallet linked to our government immigration
system for MBZUAI direct sponsor individuals or by MBZUAI credit card for family
members.
P ublic Relation
Office
3 Share with the user’s residency visa cancellation status (approved/rejected or needs
action from the individual) via email/system.
P ublic Relation
Office

Page 5 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
3.3A Government Services
Role Role/Decision/Action Responsibility
1 Submit a request through email to the GS along with all required documents related
to the required service prior of the required delivering the services.
Respective line
manager
2 Initiate the process of the required service with the respective government entity. P ublic Relation
Office
3.4A General Services Functions
Role Role/Decision/Action Responsibility
a. Transportation Services
1
Raise a request on the E-Services Portal within two working days before the required
date of departure for a business trip to arrange for the transportation requirements.
* In case the end-user has a business trip and prefers to leverage the transportation
service, the request should be approved by the HR department first
R espective
department
2 Approve the request on the E-services portal Respective line
manager
3 Review the request to ensure all the related information is available and the required
documents are attached. GS Officer
4 Revert the request to the requester in case any necessary information is missing GS Officer
5 Check with the HR Department to ensure that the concerned employee has not been
entitled to duty travel allowance. GS Officer
6
Approve the request on the E-service portal, once it has been approved it shall be
submitted directly to the service provider and the driver details will be shared with
the requester through the e-service portal before the time of the trip by 6 hours at
least.
GS Officer
7 Receive a notification through email from the passenger in case the employee is
seeking to change the location during the trip within the same city GS Officer
3.5A On Boarding & Off Boarding Process
Role Role/Decision/Action Responsibility
a. On- Boarding
1
Submit a list by email/on-boarding portal with the names of the new joiners whether
new staff/ new students/new researchers to the GS before the joining date by at least
2 weeks.
HR
Department/Faculty
Affairs/Educational
Affairs Office
2 Review the list and ensure that all the necessary information is captured, and all the
approvals are obtained. GS Officer

Page 6 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
3 Request the office furniture from the supplier “if required” by email after obtaining
the required approvals from the space allocation Group. Space Planning Team
4 Inspection shall be performed to ensure that all items and furniture are in place
within the space allocation before the joining date. GS Officer
5 Issue the access card for the new joiners (Staff/students/…etc.) and handover the
same to the respective department. GS Officer
6 Obtain the acknowledgment from the respective department that
Employees/students received the access card. GS Officer
7 In case the access card has been damaged/lost, charges may be applicable and
request a new card by email. End user
8 Communicate to the finance team to deduct the charges (if applicable) from the end
user as a result of issuing a new replacement card. Concern Department
b. Off- Boarding
Role Role/Decision/Action Responsibility
1 Exit clearance from receiving and acknowledgment. GS Officer
2 Ensuring the GS assets and confirming the condition. GS Officer
3 Hand overing of the office keys to GS Department (if applicable). End user
4 Removing the office signages GS Officer
5 Handover the cards to the GS team when the user leaves the University to deactivate
the card. End user
3.6A Stationary
Role Role/Decision/Action Responsibility
1 Raise a request on the E-Services Portal regarding a stationary request clarifying the
needed items and quantities. End user
2
In case the Stationery is required for the students for exam purposes, the request
shall be submitted through the E-service portal before the date of the exam by five
working days.
End user
3 Review the request and distribute the stationery to the end user. GS Officer
4 Conduct a stock count to maintain the items' balances. GS Officer

Page 7 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
5
If the stationary stock reaches the minimum stock levels (10% of each item) then a
request will be raised to the procurement department according to the procurement
policy.
GS Officer
6 Receipt the stock from the supplier and ensure it matches the relevant quantity. GS Officer
3.9A Security
Role Role/Decision/Action Responsibility
a. CCTV Monitoring
1 Monitoring the MBZUAI Campus and all facilities through CCTV. Security Guards
2 Report immediately to the security supervisor in case any unsuspicious situations are
noted through the CCTV. Security Guards
3 Reporting to the relevant parties to take the necessary actions. Security Guards/
Supervisor
4 Checking the conditions of the CCTV regularly and reporting any shortcomings
immediately to the GS department by phone/email. Security Guards
5 Communicating the shortcomings of CCTV to the relevant party by phone/email to
take the corrective action. GS Officer
6 The security guard shall maintain a log to record the names of authorized persons
who enter the CCTV room, entrance date, time, exit time, and the reason for the visit. Security Guards
b. MBZUAI Campus Access (MBZUAI Community)
1 Onboarding form to be submitted to GS Dept. for the valid access card. Respective
Department
2 Review the form and ensure that all the necessary data are captured, and the
approvals are obtained. GS Officer
3 Issue the new access cards, hand them over to the respective department, and obtain
the access card acknowledgment form from the end user. GS Officer
4 Maintain a list of all access cards issued to the community members (Staff, Faculty,
Researchers, and Students). GS Officer
5
Submit an exit clearance form through email/portal to the GS Department regarding
the last working date for the MBZUAI Community Members who are departing
MBZUAI.
Respective
Department
6 Deactivate the access cards on the last working date. GS Officer

Page 8 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
c. MBZUAI Campus Access (Visitors)
1
Ensure that no unauthorized person(s) or material(s) enter or exit any MBZUAI-
controlled premises unless such person(s) or material(s) have valid permission for
entry or exit.
Security Guards
2 Maintain a logbook of all visitors’ entries and exits in coordination with the reception
team. Security Guards
3 Ensure that all visitors are handed a valid visitor access card at the main reception to
temporarily enter MBZUAI. Receptionist
4 In case of any unauthorized access attempt to the MBZUAI campus, the security team
notifies the GS Dept. immediately through phone to take the necessary action. Security Guards
d. MBZUAI Campus Access (Consultants / Contractors)
1 Inform the EHS team about the consultants/contractors that will work with MBUZAI
for a specific period.
Respective
Department
2 Review and approve the RAMS documents and issue the access permit for work. EHS Officer
3 After issuing the permit, security validates it before providing access. Security Guards
4 Communicate to the GS Department to issue a temporary access card. Respective
Department
5 Handover the access card to the respective department and obtain the
acknowledgment. GS Officer
6 Inform the GS Department upon the completion of the project. Respective
Department
7 Collect the access cards from the respective department for the long-term
Consultants / Contractors access card. GS Officer
8 Patrolling and monitoring the MBZUAI campus and all facilities 24/7. Security Supervisor
9 Report any incidents discovered by the security guard to the security guard
supervisor. Security Guards
10 Investigate the incidents based on the report raised by the security guard and escalate
the same to the GS Head depending on the criticality of the incidents. Security Supervisor
e. Couriers
1 Record the delivery details received from the courier on the receiving log. Receptionist /
Security Guards
2 Communicate to the end user to receive the shipping and obtain employee/student
acknowledgment on the acknowledgment form. Security Guards

Page 9 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
3.13A Reception
Role Role/Decision/Action Responsibility
1 Appoint a Reception Team to manage the reception, if needed, within the relevant
MBZUAI facilities/offices. GS Department
2 Ensure, along with the building security, that there is no unauthorized person(s) or
material(s) entry or exit at the MBZUAI premises. Reception Team
3 Ensure that all visitors/guests check in at the reception desk. Reception Team
4 Ensure that the visitors record their name, ID, Check /out, his/her signature, and
obtain the EID. Reception Team
5 Confirm the visit with the concerned Department and provide the visitor/guest with
a Visitor Access Card. Reception Team
6 At the end of the visit, Receive the access card, and handover the ID. Reception Team
7 Handover the records to the GS department daily (as required). Reception Team
8 Review the records and ensure that all the necessary information is obtained. GS Officer
3.14A Space Management Procedure
Role Role/Decision/Action Responsibility
1 Submit a written request through email to the GS Department regarding the space
requirement (new space, reallocation, change the layout).
Respective
Department
2 Review the request and ensure all the necessary information is obtained. GS Officer
3 Develop an office space plan and obtain approval from the GS Director/VPCS before
getting the final approval from the Space Allocation Group within a minimum 2 weeks. GS Officer
4 Review and approve the request and submit the same to the Space Allocation Group
for final approval. GS Director
5 Approve the request Directory needs to be updated (Offboarding). Space allocation
Group
6 Shall notify the GS Department in case staff leaves the campus. Respective
Department
7 Request Office and workstation signage by email to the GS Department. Respective
Department

Page 10 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
8 Develop the signage and send it to the respective department for approval. GS Officer
9 Approve the signage. Respective
Department
10 Share the approved signage with the service provider for production. GS Officer
3.14B Accommodations (Dorms)
Role Role/Decision/Action Responsibility
a. Check-in
1 Submit a list with the occupants' information to the GS department to prepare the
Dorms for them.
Educational Affairs
Office
2 GS department reviews the list and ensures that all the required information is obtained. GS Officer
3 Arrange with the relevant parties to set up and prepare the Dorms . GS Officer
4 Perform a physical check to ensure that the Dorms is clean and ready to host the new
occupants. GS Officer
5 Inform the Educational Affairs Office that the Dorms are ready. GS Officer
b. Regular Inspection
1 Perform periodic inspections of the rooms in coordination with campus life. GS Officer/ EHS
Officer
2 Notify the occupants about the inspection date and time. Educational Affairs
Office
3 In case the rooms are found to be untidy or unclean, the GS notifies the Educational
Affairs Office GS Officer
4 Communicate with the respective occupant to keep the room clean and tidy and give
one week to address the situation.
Educational Affairs
Office
5 Perform an inspection in coordination with the Educational Affairs Office after the
designated time to check if the room is clean and tidy.
GS Department /
Educational Affairs
Office
6 In case the room remains unkempt after the designated time Communicate to
Educational Affairs for further action. GS Officer
7 In case of emergency “fire alarm, Power Outage, Water leakage “the GS with security
can enter the room without prior notification GS Officer
c. Check-out

Page 11 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
1 Obtain a list with the occupants' last date from the Educational Affairs Office. Educational Affairs
Office
2 Inspect the apartment to ensure it is in good condition. GS Officer
3 During the room checkout if there are any damages inside the room the occupant will be
liable to pay for the damages. GS Officer
3.15A Soft Services Management
Role Role/Decision/Action Responsibility
1 Request from the service provider to submit documents along with the annual plan (52-
week planer), such as SOPs, Credentials, Certificates, and the subcontractors’ details. GS Officer
2
Review all the documents received along with the annual plan developed by the service
provider to manage the soft services management and submit the same to the Director of
the GS to obtain approval.
GS Officer
3
Define KPIs to the service provider to easily evaluate their performance, Submit the same
to the service provider to obtain his acknowledgment, and Notify the Service provider to
proceed.
GS Officer
4 Submit a weekly, monthly, and annual report regarding all the actions taken as per the
approved inspection plan. Service Provider
5 Review the report, to ensure that all the soft services management is managed and
managed efficiently. GS Officer
3.15B Hot Desk Procedure
Role Role/Decision/Action Responsibility
1 Communicate by email regularly, how students should leave workstations, including
cleaning up, logging off, and leaving them ready for the next user. GS Officer
2 Conduct Regular checks across all hot desk areas throughout MBZUAI Campus to ensure
that hot desks are being clean and tidy and used as per the hot desk policy. GS Officer
3.16A Assets Management
Role Role/Decision/Action Responsibility
1 End User, in coordination with the Finance and the Procurement Departments, shall notify
the GS department of any new purchases of/additions to the fixed assets. End user
2 Receipt of the Assets in coordination with the End User. GS Officer
3 Pint the Assets Tagging and it shall be ready within one week. GS Officer

Page 12 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
4 Handover the assets to the End User and obtain the acknowledgement. GS Officer
5 Update the Fixed Asset Register (FAR). GS Officer
6 Review and Approve the Fixed Asset Register to ensure that there is no missed information
on the register and Submit the FAR to the finance.
Head of GS
Department
7 Examine and inspect the fixed assets periodically and identify the asset’s disposal. GS Officer
8 Inform the Finance Department regarding asset’s disposal. GS Officer
9 Perform a Fixed Asset physical count bi-annually and update the register accordingly. GS Officer
3.17A Maintenance
Role Role/Decision/Action Responsibility
a. Preventive Maintenance “Planned Maintenance”
1 Appoint a service provider who is responsible for the maintenance and Management of
the facilities at MBZUAI as per the GS/Procurement policy.
Head of GS
Department
2
Communicate with the Facility Management (FM) provider to develop an annual plan,
Obtain the plan and review it to ensure all the facilities are covered in the plan, and
submit the plan to the Director of the GS Department for final approval.
GS Officer
3 Define KPIs to the service provider to easily their performance and submit the same to
the service provider to obtain acknowledgment. GS Officer
4 Request Access permission from the GS Department via e-mail.
Facility
management (FM
Provider)
5 Review the request, and in coordination with the EHS issue an access. GS Officer
6 Oversee the FM provider's service delivery against agreed-upon standards and
contractual obligations. GS Officer
7 Submit a periodic report to the GS Department regarding the maintenance executed. GS Officer
8 Review the reports along with the relevant documents and compare the work executed
against the plan. GS Officer
b. Corrective Maintenance “Reactive Maintenance”
1 Submit a request for maintenance through an email or contact directly to the service
provider through the call center. End user

Page 13 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
2 Review the request and do the necessary. GS Officer /
Helpdesk Team
3
Assess the request according to the below Service Level Agreements (SLA) or priorities.
GS Officer
4 In case there is an out-of-scope, the service provider will notify the Facility Officer. Service Provider
5 Request for the approval from Head of the GS Department. GS Officer
6 Receive an auto email from the service provider once the job has been completed. Service Provider
7 Receipt a weekly, monthly, and annual report from the service provider including all the
maintenance executed. GS Officer
8 Review the report and approve it.
Head of the GS
Department/ GS
Director
3.18A First Aid Room
Role Role/Decision/Action Responsibility
1 Allocating a space within MBZUAI Campus for the First Aid Room, the Space should be
accessible to all MBZUAI community member. EHS Officer
2 Assign the First Aid service to a licensed medical provider as per the procurement policies
and procedures. EHS Officer
3 Ensure the minimum consumable stock available and arranged. EHS Officer
4 Conduct a periodic inspection to ensure the availability of the service provide 24/7 and
document the outcome in an inspection form. EHS Officer
5 Report the irregularities to the service provider to take corrective action. EHS Officer
6 Review the register of the visitors of the First Aid Room along with details of each case
monthly. EHS Officer
3.19A Sustainability
Role Role/Decision/Action Responsibility
1 Maintain sustainable initiatives. GS Department
2 Present the progress with the management. GS Department

Page 14 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
3.20A Pool & Gym Management
Role Role/Decision/Action Responsibility
1 Managing the service provider who is responsible for managing the facility. GS Department
2 Create a timetable for the pool covering the operational hours taking into consideration
the designated time for males/females. GS Department
3 Ensure the guidelines are followed by the users. GS Department/
Security Team
4 Ensure adequate lifeguard supervision during operational hours, with qualifications and
certifications meeting local regulations in the Pool area. EHS / GS Officer
5 Conduct a regular inspection of the pool to ensure that the pool water is sanitary and
clear, all safety equipment, life jackets, and first aid kits are in place. EHS / GS Officer
6 Conduct a regular inspection of the gym to ensure that there are no obstructions across
the gym space and the place is clean and tidy. EHS / GS Officer
7 In case any irregularities are noted during the inspection, communicate immediately to
the service provider to take the necessary action. EHS / GS Officer
8 Monitor and ensure the users (MBZUAI Community, Masdar City team only) are eligible
to use the Pool and Gym. Security Guards

Page 15 of 15 General Services Procedures
Department General Services Approval Date 2024/08/09
Reference ProceduresManual_GS_PRO_V01.00 Revision Date 2026/07/09
Document name General Services Procedures Document owner Dir. of GS
4. REFERENCE(S) AND RELATED DOCUMENT(S)
• General Service Policy
• Environment Health and Safety Policy.pdf
• Environment, Health, and Safety Governance Framework
5. Document Control Information
Version
number File Name Responsible
Role Comments Date of
change
V01.00 ProceduresManual_GS_PRO_V01.00 Feb 2024
Approval List
Approval List: ProceduresManual_GS_PRO_V01.00
Sequence
Number Sequence Roles Responsible
Role Comments Date
1 Policy Owner
Director of
General
Services
Initiator 2024-08-07
2 IEQA Review Head of
IEQA Reviewed 2024-08-15
3 Vice President of Corporate Services Approve Endorsed 2024-08-09