AOL

The Challenge

America Online (AOL) asked several companies to provide proposals for the development of a new Tucson client care center that would provide a competitive advantage in the recruitment and retention of high caliber employees.

The Solution

Bourn was selected based on a demonstrated ability to 1) understand and meet AOL’s needs for a flexible approach; 2) provide the highest quality building at a razor sharp price; and 3) provide ongoing facility management to allow AOL to focus on their core business.

The resulting state-of-the-art, 50,000 square foot facility includes these features:
-    Large floor plates (25,000 sq. ft.)
-    Six-inch raised floors for cable installation
-    12-foot-high ceilings with acoustical tile to mute sound and reflect indirect lighting
-    Backup generator and redundant power supply (UPS)
-    Access to five fiber optic carriers
-    Indirect lighting to reduce computer screen glare and eyestrain
-    High performance glass for cooling and cost savings
-    Zoned HVAC for climate control with 50 individual zones
-    Moveable walls and partitions for offices and workstations
-    Connectivity between adjacent buildings

The Outcome

AOL’s facility was completed within six months and under the original budget, despite several changes made by AOL during the construction process. The resulting rental rate was less than or equal to nearby older office projects that do not include any of the physical upgrades required for a functional, cutting edge technology facility. In addition, AOL hired and retained a quality work force (500 employees) at this site with worker productivity ranking among the highest of all AOL call centers.

Bourn Properties developed two additional service facilities using the same base building design. This resulted in reduced costs and faster completion, while providing the same, superior working environment. In addition, AOL retained Bourn Properties to provide value-added facility management services at their Tucson sites, as well as their Salt Lake City call center.