THE ‘UBERISATION’ OF FM
David Whiteley, Head of Solutions at Integral UK, looks at how market trends are driving the rise of on-demand digital services in the FM sector, and how everyone from big corporates to SMEs can benefit from pay-as- you-go maintenance services.
The rise of on-demand facilities services has been discussed in industry circles for some time. As far back as 2016, speakers at London’s annual Workplace Futures conference were discussing the potential for FM’s ‘Uberisation’ – a process that would see the market’s focus shift toward on-demand services that directly connected customers and suppliers via smart phone technology.
The on-demand economy took off around 2007, the year the first iPhone was released, giving consumers access to an app-based marketplace for the first time. Fifteen years later, the on-demand model has upended entire industries, from taxi services and food delivery to movie rentals and hotelling. Companies such as Uber, Deliveroo, Netflix and Airbnb have become hugely influential brands, permanently changing the dynamic between customer and supplier while resetting expectations for fast, convenient and high-quality service.
FM’s moment Although FM is a relatively late adopter, the industry is primed for a similar level of disruption. Increasingly
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accustomed to booking everything from catering to additional workspace as and when they need them, businesses are now looking for the same instant access to maintenance and other facilities services. Rather than oversee on-site teams or outsource, on-demand platforms offer a way for companies to fix issues as they arise, giving individuals the ability to submit requests for services or repairs.
That capability and convenience in facilities services has the potential to be a gamechanger for all sorts of organisations, big or small. Increasingly, companies are prioritising greater agility and adaptability across their operations and their real estate and facilities strategy is no exception. In recent months, Brexit and Covid-19 have highlighted the need for more resilient and responsive supply chains.
There’s also the small matter of hybrid working. The consensus is that most organisations plan to implement long-term flexible workplace models. Such a shift would radically alter the load demand on a building day by day
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