Knowledge is power

KEVAN DAVEY
DIRECTOR, CONCERTO – PART OF BELLROCK GROUP

In many respects CAFM is becoming part of an enterprise-wide solution of connected software solutions that include accounting, EPR solutions and HR platforms. Increasingly, systems include a range of modules from helpdesk to cost control, asset tracking and property management. The addition of functionality for mobile (including BYO) devices streamlines resource deployment as well as enhancing the safety of the workforce and establishing more efficient means of tracking and closing jobs.

The underlying driver for more complete systems is the recognition that there is benefit in having all of the data relating to property and facilities in one place. The most powerful component that CAFM systems can deliver is the reporting dashboard.

Facilities and estate managers realise how valuable information can be in driving efficiencies, whether to cut costs or improve user experience. The data not only allows greater visibility of aspects such as compliance, but also makes supplier performance more transparent, enabling more nimble adjustments to be made to service provision as organisational requirements change.

There is an ever-present demand to broaden a CAFM system’s functionality, tracking and reporting capabilities. The internet of things opens up more integration possibilities, for example with smart building monitoring systems. Pressure on workspace is driving adoption of alternative workplace strategies such as hot desking.

The net result is that the organisation knows more about the performance of its facilities services than ever before, which might change how facilities services are delivered. In a world of ubiquitous data, analysis and insightful management reports, it seems likely the long-running debate about FM service delivery models will swing in favour of the management model.

Suppliers are selected for their competence, geographic location and ability to meet the client’s needs. The transparency provided by CAFM systems means their performance can be measured against cost and performance criteria, and suppliers replaced without disrupting the underlying model. Self-deliverers may find themselves asked to measure and report their own performance – but is this a mechanism for improving standards, or a case of turkeys forced to vote for Christmas?

GARY WATKINS
CEO, SWG (SERVICE WORKS GROUP)

No man is an island and it seems the same is true of CAFM. Early results of our 2018 FM software survey in partnership with FMJ have revealed that a number of FM clients would leave their CAFM vendor if it didn’t provide the capability to integrate with other organisational systems. While CAFM is continuously expanding in functionality, integration is the factor driving much of the innovation and opportunity in the sector.

The use of robotics and AI still seems futuristic, but organisations are making use of this technology via integration with CAFM. At a large Australian hospital, for example, meals, linen, bulk stores, pharmacy and waste management are transported automatically by an automated guided vehicle (AGV) system, fed from information held within a CAFM system.

Mobile technology has been a huge growth area following the launch of easy-to-use, custom-built apps. Ruggedised devices allow mobile engineers to operate in harsh conditions and stay connected with both the helpdesk and their schedule of jobs for the day. The next step is integration with a conversational interface, such as Amazon’s Alexa, allowing hands-free data input. This will allow engineers with gloved, dirty or otherwise full hands to access information on their FM database without needing to pause to pick up their mobile devices.

It’s expected that use of speech recognition will escalate in the workplace this year, following reportedly record sales of Amazon devices. With Apple set to release its own home assistant later this year, strong sales are likely to continue. Building users will be able to use a familiar interface to report faults, book rooms or even report lost property instantly, just using their voice.

Finally, space management is another area full of innovative potential. As with Ikea’s popular Place app, virtual reality (VR) tools allow the user to see an accurately shaped and sized model of an object ‘placed’ wherever they point the device’s camera. Integrated with space management software, building managers can visualise layouts more quickly and easily, helping to maximise space utilisation and create more appealing, productive spaces. Engineers using VR glasses integrated with BIM and CAFM software would have the ability to see behind plasterboard to identify wiring, areas of known asbestos, or building materials used.

CLAIRE VISSER
CAFM DIRECTOR, CAFM EXPLORER

We are seeing customers experience further gains from their FM systems by bringing in more data from third-party systems and taking advantage of powerful reporting functionality within one central tool. Data can be used to trigger activities, allowing organisations to automate more of the FM process than ever before – taking care of compliance checklists and planned maintenance, for example, at the click of a button.

In an industry where time is money, being able to amalgamate several legacy systems – where previously space, property and FM may have sat independently – into one integral solution also provides an opportunity to do more with less and see the wider FM picture under one roof. Only by having this level of visibility will organisations have the intelligence they need to make more informed, strategic decisions.

Given digital innovations are advancing every day, smart building technology is already pushing the next generation of user experience – incorporating live chat into the FM helpdesk and expanding to voice recognition technology. Augmented reality for maintenance is also likely to bring opportunities for the FM industry – for example, being able to scan a wall and have full visibility of each component. Ultimately, knowledge is power – and FM technology is the key to unlocking it.