FEATURE
REBOOTING THE IFM MODEL
Integrated Facilities Management (IFM) has evolved a long way in the last 30 years and has become the service model of choice for many property directors with complex, multi- site portfolios. The IFM sector represents about a third of the UK FM market and as it continues to expand, clearly has a bright and sunny future.
However, the model isn’t working for everyone. The original motivation for outsourcing FM services was because the client organisation couldn’t get things done efficiently enough, cheaply enough or to the right quality. Today, there is a danger that the outsourced solution seems to have become more complex and cumbersome than the client they look after, while delivering fewer of the outcomes or benefits promised in the original tender. FM service providers are having to work harder to persuade clients that their version of IFM is significantly different and better value than that of other providers, in what has become a highly competitive market.
To be successful it’s now essential for suppliers to provide a quality customer experience and agile response to fast- changing client demands, across an ever-expanding range of service lines.
To cap it all, in the last four years, the workplace has been through an enforced restructure because of the Covid pandemic, making the challenge even greater. FM providers have had to adapt and embrace new, hybrid ways of working and deliver a meaningful workplace experience that will encourage staff off their sofas and back into their offices. Linear models based on providing a range of services 8 hours-a-day, five-days-a-week
42 | TOMORROW’S FM
Huw Mark Hazelwood, Managing Director of Q3 Services, explains how rebooting the integrated facilities management for a new era of flexibility, efficiency, and integration.
simply don’t apply anymore. FMs need to measure the pulse of the building and its staff constantly and be ready to anticipate and step in with interventions, before a minor problem becomes a crisis.
The IFM game has now shifted to a demand-driven approach, designed to meet the specific needs of the client, not the systems, processes and convenience of the service provider. Customer experience (CX) is king and an agile, flexible, responsive approach, an essential ingredient to service provision.
The four pillars of a successful
integrated FM services business To build such a successful integrated FM services approach, you need to anchor it around four pillars: technology integration, a user-centric approach, data- driven decision making and enhanced service delivery.
Technology integration: IoT-based, smart-building systems that enable predictive maintenance, real-time monitoring, and automation are becoming the norm, facilitating proactive decision-making, agile response and cost savings.
User-centric approach: Deploying purpose-built tools and apps that make seamless and the personalised experience possible for building occupants and users. This includes factoring in mobility, reporting and other must-haves that make work easier and more enjoyable for end users.
Data-driven decision making: There is a wealth of data coming in from assets performance, energy consumption
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