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Multi-skilling and multi-tasking We ensure cleaning operatives are properly trained to carry out vegetation management, pest control, and minor repairs and that we create teams that can work across skill groups.

Furthermore, we have created a Skill Matrix where we have identified where multi-skilling can be developed.

We have also had to respond to our client’s requests for delivering green cleaning. This is not just based on using “greener” products, for instance at Stansted airport we have implemented a successful recycling scheme ensuring staff correctly divide and separate the rubbish they collect.

Stansted has an aim to have ‘nil to landfill’ by 2012. ISS is their chosen waste manager and is responsible for all recycling including green and food composting, newspapers, metals, glass, plastics, etc., on site. This recycling effort means that ISS join together not just their own teams working at the airport, but importantly, manage the relationship with airport retail outlets and all other operators. Currently we are exceeding targets for recycling and reducing waste to landfill.

However in the end it is the quality of our cleaning that we are primarily judged on.

As a response to ensure we deliver the highest standard we have taken many of the award winning technologies and processes from the ISS healthcare division and used them for our transport clients. Healthcare cleaning always requires the highest standards as clients rely on clean, sterile facilities equipped for patients use.

We have implemented the Portertrac system from Healthcare into Stansted Airport. This provides CAD across all activities we provide to passengers with restricted mobility (wheelchairs). ISS is responsible for over 75,000 wheelchair movements per year which involves meet and greet, check-in, transfer to departure gate, and being seated on the aircraft (and the reverse for passengers arriving at Stansted). The Portertrac system not only provides essential resource control to manage peaks in demand, but also provides excellent data to track trends so ISS can resource the right staff at the right time for passengers.

Cleaning also can become a core element of maintenance programmes and these remain one of the most demanding areas. At Northern Rail, which serves 83.3 million passengers a year, the ISS helpline is open 24 hours a day and takes a massive 25,000 calls a year on anything from spilled coffee to electrical faults.

Each job is tagged and assigned a strict timeline depending on how urgent it is. A network of 31 mobile teams carry out all cleaning duties across the whole Northern Rail franchise. They’re always on call and connected to a PDA system which means they can sign off jobs as they’re completed, giving Northern Rail peace of mind.

With the demands on our transport system increasing and our expectations of our transport more demanding, transport cleaning will always have to adapt to ensure it meets the needs of clients and passengers. However, underlying this, cleaning standards need to remain high and quality delivered. Given the pace the transport sector has changed in the last thirty years, the next thirty will undoubtedly see more change and our cleaning services will continue to evolve rapidly, which makes transport such an exciting sector to be part of.

The future of our cleaning industry | TOMORROW’S CLEANING | 39 TRANSPORT CLEANING

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