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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 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 after 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. Soft 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 different 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.
