CASE STUDY PORTICO
tragedy, we cannot pretend that things will
return to normal. The best we can do to adapt
to the ‘new normal’ is to take inspiration from
the strength and innovation shown by many
throughout the pandemic and apply what we
have learned to build a stronger and more
resilient workforce.
PWC CASE STUDY
Portico has been working with PwC since
2009. Portico was responsible for the
implementation of a new strategy for PwC
that was able to adapt to the many changes
and challenges brought by the global
pandemic.
The client and employee experience
have always been a huge focus for both
Portico and PwC. However, the fundamental
approach to this has changed due to COVID.
The team set out to educate themselves
as much as possible on novel approaches
26 APRIL 2021
and procedures. Working closely with the
client, Portico rewrote procedures to create
a COVID-secure environment. This included
details on building entrances, and flow
of people, room sanitisation, and busy,
high-risk areas. These procedures had to be
fully integrated into the day-to-day running
of the building so management worked
closely with facilities management teams
in cleaning, front of house, and security. By
breaking down each element of the journey
a customer or PwC employee takes through
the building, the team worked to mitigate
COVID risks without disrupting building
users.
The rise in COVID case numbers a‡ er
the summer and into winter brought new
anxiety for many. It was important for PwC
to implement systems which kept everyone
secure and reassured them. Manned social
distancing and temperature checks are
people-heavy tasks, but the Portico team
adapted quickly. The process was not
without challenges. Some demographics
can be less dependable when it comes to
following safety guidelines. The FM team
worked with PwC management to determine
how strict compliance measures should
be and ensured these were followed. Extra
training was put in place to ensure all team
members were confident in dealing with all
building users.
In times of high stress, caring for people’s
wellness is just as important as the more
pragmatic elements. So‡ skills are in higher
demand than ever in front of house roles.
With the ever-changing situation, they
need to be able to reassure building users,
update them to evolving precautions, and
address any issues in a sensitive manner.
Extra training run by Portico addressed these
topics as well as the practical ones. This extra
pressure on Portico team members also
needed to be addressed by the management
team. Over-stretched team members
cannot do their job properly, so Portico
implemented self-care practices. Regular
team updates, calls, and activities gave those
at diŠ erent sites a chance to come together
to share challenges and solutions. The
teams were also provided with access to a
mindfulness app to use as they needed.
This past year has been incredibly
challenging, but it has brought teams
together like never before. Both within
and between organisations, we have seen
collaboration and a sense of growing unity.
Much of what has long been taken for
granted as the fundamental building blocks
of FM has evolved. While this has challenged
us, it has also led to innovation that will
guide our partnerships in years to come.