Partnership in action

Workplace Futures 2013

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Introduction

Presenter

Keith Glennister Operations Director ISS Facility Services Integrated Solutions

Apologies - Peter Baynham

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Client

• The Client is a leading financial services company

• Their history dates back to their founding in 1812, celebrating 200 years

• 200 million customer accounts in more than 100 countries

• Change is THE constant

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Client’s property management division

• Part of the Global Operations & Technology Organisation

• Responsible for real estate management, facilities management, project management and administration for all properties supporting all businesses worldwide

• Global presence

• Over 81 million square feet of real estate

• 12,700 properties in more than 100 countries

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Client’s drivers

• Alignment of real estate management to core business

• Value driven initiatives – Pride in the workplace

• Strategic business focused solutions via outsourcing

• Innovation and best practice

• People focus – talent management, succession and recognition

• Environmental management and CSR

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Client in EMEA

• 27 countries

• 3 Sub-Regions UK&I, CEE & ME, WE & Africa

• Sites under contract : 760

• ISS full time on site employees: 1,200

• Facility services delivery budget: > USD $60m

• UK & Ireland Presence with 12,000 customers

• 30 locations: 3.4 million square feet

• 5 regional centres: London, Derby, Edinburgh, Belfast & Dublin

• Years under contract: 5 + 2

• Relationship since 2003 (Cleaning contract UK)

• Relationship NOW

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Outsourced integration

ISS self-delivers:• Facilities Management• Mechanical & Electrical, Technical Services• Data Centre Facility management• Energy Management• Cleaning, Waste Removal, and Pest Control Services• Health & Safety (CRS)• Project Management• Moves & Churn• Tenant Management Services• Environmental, Health & Safety• Fire Protection, Emergency Response and Disaster Management• Helpdesk - Request Management• Consumables Supply, and 3rd Party Vendor Management

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Working at working together

• A good marriage takes time

• Today: ISS sits as part of the Client’s UK senior management team

• Never about the contract

• Transparency and trust has allowed innovation and efficiency: ISS drafts project briefs

• Keep working at it (Transformation)

• APAC

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Innovation, but never for its own sake!

• Value: Cleaning Excellence

• Improvement: Integrated Critical Engineering

• Risk: Riskenomics

• Quality: Operational Process Framework

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People are at the heart of what we do

• End users – we have to understand their day to day realities

• Clients – put ourselves in their shoes

• Employees – The Power of the Human Touch• Relationship

• Engagement

• Reward

• Innovation

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Thank you