DATA/DOCUMENT MANAGEMENT THE DATA DISCONNECT
Ricky Majer, Chief Technology Officer at SBFM, explores how FM organisations can connect the dots between technology, data and people for the greater good.
By now, the majority of facilities management organisations, both large and small, know how powerful data can be. Certainly, in an increasingly technology- driven world, the benefits of having data at the heart of FM operations are vast.
Technology and data are already an essential part of managing commercial facilities' cleanliness, energy consumption and building maintenance. They are being used by FM providers to adopt preventive, instead of reactive, solutions – helping to drive service improvements, cost efficiencies and meet environmental goals, amongst other benefits.
Up to this point, however, there has been an inclination among FMs to focus exclusively on the utopian vision of what digital transformation can deliver, and to look at data solely from the perspective of the latest cutting-edge technology and how it can be implemented.
Buoyed by hopes of wowing clients, streamlining operations and driving cost efficiencies, many organisations have invested in technologies and data, with little consideration for the central factor in its adoption and usage – people.
Organisations that fail to put people at the centre of their data and digital transformation strategy risk missing the point. Indeed, without considering the people utilising it, no amount of new technology and data is going to produce real value.
Information, accessibility, and
empowerment If it is to change the status-quo and truly derive value from data, FM needs to remodel technology platforms to provide intuitive, user-friendly, and seamless experiences that people have become accustomed to.
In an industry where a great deal of day-to-day activities go unseen – namely the services delivered by cleaners, maintenance, and security staff nationwide – one of the greatest challenges is ensuring technology serves and empowers frontline colleagues, support functions and clients.
Prioritising the needs and preferences of the end user is critical in creating a meaningful technological solution. This must extend beyond functionality and features by addressing the demands and expectations of system users.
For frontline cleaners, the need could be to enhance communications to make them feel part of the organisation, ensuring they have a voice and are in the spotlight. Support functions, contrastingly, may be seeking a platform with which they can accurately report
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on service performance for multiple clients, sites, and employees.
While for clients, the draw of technology may be to offer a window into their contract performance, with meaningful insights from data they trust.
As an industry, therefore, we must be asking; how can technology support, empower and impact people? Why should your users go out of their way to use newly developed technology? Is it solving problems? What benefits does it deliver? And, what changes will it facilitate?
Unified communications For an FM sector continually confronted with the challenges that come from a fragmented workforce operating outside of office hours, often with lone workers at remote sites, a robust unified communication (UC) strategy is essential. One that breaks down silos between a workforce, and ensures that no matter who you are, or where you are, you can access the same secure system.
It can also support companies that are leveraging a ‘gig economy’ working model to expand their talent pool and empower colleagues to be more creative and self-reliant.
Much like the model delivered by ride-sharing services company Uber, through data-driven digital platforms, employees are now able to request, accept or reject additional work, and are then contracted to complete specific tasks outside of their contracted hours seamlessly.
The right UC platform gathers everything colleagues need to connect, share and work together through a streamlined approach. The result is improved productivity, reduced costs, stronger performance, and employee empowerment.
Delivering value The FM sector has put a great deal of time and effort into bringing the ‘invisible workforce’ out of the shadows and into the spotlight. But, to maintain a future-fit workforce, the industry must ensure the continued exposure and recognition of frontline operatives.
Technology is an enabler for such recognition. It can, and should, be employed to improve the experience of frontline colleagues, particularly through gamification. When adopted effectively, it has the potential to create a more level playing field, where individuals can access and use information to their advantage, regardless of their location or background.
As a result, frontline colleagues are empowered because they have been able to say yes to opportunities that were never visible to them before. This can create a workforce that feels seen, heard, and recognised.
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