FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
IMPROVED SERVICES
Nearly two years on and DLG’s property team, now headed up by Head of Property Rob Taylor and aided by its partners Ascot and Mainstay, has revolutionised FM services across the estate. The team remains focused on continuous improvement, ensuring that the way services are delivered provides an improved workplace experience.
“We used to get a lot of feedback on how slow Carillion were to respond to reactive jobs, updates were really poor and users didn’t have a relationship with the engineers out delivering services,” notes Iles. Rather than take the traditional approach of placing the onus on the supplier to provide a CAFM system that wasn’t necessarily visible or accessible at the right level, DLG worked alongside Ascot to develop its existing purpose-built service desk solution into a product that really enhances the client experience.
Lennon explains that while there has been little change in certain fixed costs, overall value for money far outweighs anything previously achieved, and variable costs are significantly lower. The introduction of Ascot’s energy management strategy, for example, has reduced DLG’s electricity consumption by 20 per cent and gas consumption by 35 per cent.
“We have a dedicated team of planners,” says Lennon, “delivering roughly three and a half thousand PPM visits throughout the estate every year. Each of the core buildings in DLG now has a building maintenance technician, so a big chunk of support is supplied through that engineer, supported by specialists such as lift providers, all of which is auditable through the portal. People on all the sites know and see their static building maintenance technician every day, and they work closely alongside the customer services team.”
The same care and attention is paid to the delivery of soft services. As Iles puts it, “we wanted our workplace managers to approach the building as an extension of their own house.”
The contract looks set to be extended for another three years. All the property team, from whichever background, take pride in their contribution to their success, which has led to an industry-leading 91 per cent average customer satisfaction score across the estate. Concludes Lennon: “Although both the hard and soft services people get their wage packet from different firms, they all pull together every day for the good of the clients to make sure all of our services are delivered in a timely fashion.”
BRISTOL AND BEYOND
The showcase building at Bristol is emulated where possible throughout the DLG estate. Features include concierge-managed welcome areas with digital displays; workspaces that include elements unique to the different brands; individual lockers; and open-plan work areas complemented by chat pods and non-bookable ‘huddle spaces’ for quick team meetings.
A variety of more formal meeting spaces feature large interactive screens and reflect individual brands, such as the one designed as a departure lounge for a travel insurance brand. Breakout areas are equipped with diverse furniture styles, all ordered and managed by Ascot. Sensors provide data on space occupancy and utilisation, helping to ensure the best use of space.
All work areas provide free tea and coffee, hot taps, microwaves and dishwashers, and are kept pristine and well-stocked by the cleaning teams.
