SOP for remote office hubs – Economy

Standard Operating Procedure

Remote Office Hub Operations

Document ID: BCC–ROH–SOP–01
Version: 1.0
Effective date: ________
Owner: Business Centre Corporation (BCC)
Applies to: BCC, participating Island/City Councils, Hub Managers/Operators, participating Employers

1. Purpose

This SOP sets the minimum requirements to establish and operate Remote Office Hubs on islands. It defines responsibilities, infrastructure standards, daily procedures, safety and privacy controls, reporting, and quality assurance. All participating hubs must comply with this SOP as a condition of listing on the BCC network.

2. Scope

Premises owned or controlled by Councils and listed by BCC as Remote Office Hubs.
Employers that reserve desks/rooms through BCC.
Hub Managers and on-site staff.
Applies during standard and approved after-hours operations.

3. Governance and Roles

3.1 BCC (Program Authority)

Sets standards and approves hubs for listing.
Provides templates, training, and technical support.
Operates the single-window platform for company requests, seat reservations, and reporting.
Audits hubs; manages compliance and delisting where required.

3.2 Council (Premises Owner)

Provides compliant premises and utilities.
Appoints/engages the Hub Manager.
Signs licences with employers (or with BCC on behalf of employers where applicable).
Ensures local safety and facility maintenance.

3.3 Hub Manager (On-site Operations)

Runs daily opening/closing; enforces house rules; maintains logs; reports incidents; ensures uptime.
Maintains equipment and coordinates vendors (ISP, cleaning, electrical).
Provides weekly and monthly reports to BCC and Council.

3.4 Employer (Participating Company)

Shares rosters; ensures staff comply with rules and privacy; pays invoices on time.
Provides device security guidance to staff.

3.5 RACI Summary

Standards: R BCC, A BCC, C Councils, I Employers
Daily ops: R Hub Manager, A Council, C BCC, I Employers
Audits: R/A BCC, C Council, I Employers
Incident response: R Hub Manager, A Council (life/safety); C BCC; I Employers

4. Definitions (extract)

Hub: A BCC-approved workspace meeting this SOP.
Standard Hours: 08:00–18:00 on working days (unless BCC approves otherwise).
Uptime: Time during Standard Hours when a desk has power, cooling/ventilation, and internet at or above threshold.

5. Pre-Commissioning Requirements

A hub is listed only after all steps below pass:

5.1 Infrastructure & Equipment

Complete Annex A: Infrastructure & Equipment Checklist (pass/fail).
Attach ISP contract(s), power backup plan, safety certificates, and floor plan.

5.2 Documentation on Site

House Rules poster, Privacy Notice, Evacuation Plan, Emergency contacts.
Daily Opening/Closing Checklist; Speed Test Log; Cleaning Checklist; Incident Form.

5.3 Commissioning Audit

BCC conducts a physical audit (or verified virtual tour) and issues a Commissioning Certificate valid for 12 months.

6. Operations

6.1 Opening (Hub Manager)

07:45 – Power and cooling on; check hazard points; stock bathrooms/pantry.
Bring network online; run a speed test (record in Annex C).
Verify printers, meeting-room screens, and access control.
Unlock rooms; place sign-in terminal.

6.2 Access and Sign-In

Users sign in/out via fingerprint or QR.
Visitors receive a badge and remain escorted.
Access logs retained for 90 days.

6.3 Connectivity Management

Minimum capacity:
- Up to 20 desks: ≥ 50 Mbps down / 10 Mbps up primary link.
- +25/5 Mbps for each additional 10 desks.
Secondary LTE/5G on a different provider.
Run speed tests at 10:00 and 14:00 daily; if below threshold for 10+ minutes, switch to backup and open ISP ticket within 15 minutes.

6.4 Facilities & Safety

Keep aisles clear; emergency exits unobstructed.
Fire extinguishers and first-aid kit accessible; monthly drill logged.
CCTV only at entrances/corridors; no audio; retention ≤ 30 days.

6.5 House Rules (Enforcement)

Headphones for calls; book meeting rooms; no filming/recording others; food in pantry only; respectful dress/behaviour consistent with local norms; no smoking/vaping indoors.
Escalation: verbal reminder → written note → suspension (with notice to employer and entry recorded).

6.6 Cleaning and Hygiene

Daily cleaning per Annex D; waste removed daily.
Printers and high-touch surfaces wiped at close.

6.7 Closing

17:30 – Clear print queues; wipe desks; lock rooms.
18:00 – Secure doors and systems; file incident notes if any.

7. Incident Management

7.1 Technical Outage

Failover to backup immediately; log ticket with ISP; inform employers if outage > 30 minutes with ETA.
Record in Incident Form, attach screenshots and ticket IDs.

7.2 Safety or Security

Provide first aid; contact emergency services.
Notify Council immediately if serious; submit Incident Form within 24 hours to Council and BCC.

7.3 Complaints

Acknowledge within 1 working day; target resolution in 5 working days.
Escalate to Council then BCC if unresolved in 7 working days.

8. Reporting and KPIs

Weekly to Employers: attendance CSV; outages summary; ticket references.
Monthly to BCC & Council: uptime %, median speeds, occupancy, complaints closed, safety drill status, vendor performance.
Targets: Uptime ≥ 99.0%; median speed ≥ plan; complaints closed ≤ 5 working days; after ramp-up, desk occupancy ≥ 60%.

9. Audits and Non-Compliance

BCC may conduct planned or surprise audits.
Non-conformities are graded Major/Minor.
- Major (safety, privacy, capacity): immediate corrective action or temporary suspension.
- Minor: corrective plan within 10 working days.
Repeated Major issues may result in delisting.

10. Records Retention

Access logs: 90 days. CCTV: ≤ 30 days. Speed & outage logs, incident forms, cleaning checklists: 12 months.

11. Review Cycle

SOP reviewed annually; revisions issued by BCC. Hubs must update posters and checklists within 10 working days of any change.

Annex A – Infrastructure & Equipment Checklist (Pass/Fail)

Power & Climate

Dedicated circuits; surge protection at each desk
UPS on modem/router/switch (≥ 30 minutes)
Backup (generator or battery plan) providing ≥ 4 hours for networking & lighting
AC or cross-ventilation; 24–26°C

Connectivity

Primary broadband meets capacity rule (Section 6.3)
Secondary LTE/5G (different provider) with auto-failover tested monthly
Managed switch; Ethernet at ≥ 25% of desks; Wi-Fi 6 APs; coverage tested

Workstations & Rooms

Ergonomic chair + desk per seat; 2 outlets per desk; task light
Meeting rooms: one 2–4 seat; one 6–8 seat; booking calendar posted
Whiteboard or display; lockers or lockable storage

Print/Scan

Networked printer/scanner/copier; paper/toner stocked; shred bin

Access & Security

Fingerprint/QR entry; stewarded front desk
Visitor badges and log; keys register if applicable

Safety

Fire extinguishers; first-aid kit; emergency contacts posted
Evacuation map; monthly drill log
Cable management; exits clear

Facilities

Bathrooms (incl. one accessible); soap, water, bins
Pantry with kettle/fridge; drinking water
Daily cleaning checklist on wall

Accessibility

Step-free entry or ramp; ≥ 90 cm doorways
Accessible toilet; unobstructed circulation

Admin & Transparency

House Rules poster; grievance contact; hours; price list
Wi-Fi SSID/password card; QR to complaint form
Privacy notice (attendance/CCTV)

All items must be checked "Pass" before listing.

Annex B – Daily Opening/Closing Checklist

Opening: power/AC on, hazards checked, speed test run, printers ready, bathrooms stocked, sign-in active.

Closing: print queues cleared, surfaces wiped, waste out, rooms locked, incidents noted.

Annex C – Speed Test Log

Annex D – Cleaning Checklist

Annex E – Incident Form

Annex F – House Rules (poster text)

[As per Section 6.5]

Annex G – Privacy Notice (summary)

What we collect; why; retention; who can access; how to complain.