Facilities Management 1

The Business Challenge:

• A large, listed insurance group with in excess of 100,000 sqm of leased properties across the country
• Facility Service delivery outsourced to multiple providers across differing service streams
• Cost disparity between states
• No centralised focus at management level
• A series of challenges such as:
  • Property project team isolated from FM teams at state level ? construction projects missed optimisation opportunities for ongoing FM service.
  • How to restructure current staffing to centralise nationally and deal with structural changes at state level
  • Local management buy in
  • Standardisation of service contracts
  • Spend on FM services was not managed or benchmarked

Approach adopted

Phase 1: Initiating the Project

• Identify the necessary internal management systems to be impacted
• Identify state legislative requirements and determine a ?highest and best? national approach
• Identify the key players at state level and appoint to work group

Phase 2: Scoping

• Work together to develop an understanding of the goals and timeframe for implementation:

1. What services are in and what services are out of scope?
2. Roles and responsibilities for Property team vs Facilities Management Team
3. OH&S / HSE / BCA Guidelines
4. Site specific requirements (interviews / studies / validation)
5. Implementation methodology

• Manage geographically separate team members

Phase 3: Implementation

• Adopt a centralised ?FM centre? reporting to the National Property Manager to develop policy and manage external contracts, especially for construction projects where FM provisioning is ongoing.
• Provide a series of service level agreements for key deliverables and templates for others
• Development of a standardised approach to national FM service delivery
• Develop a reporting regime at state level with dotted line report to National team

Outcomes to Customer

• Optimum cost outcomes ? reduced vendor obligations and longer term contracts developed, based on performance
• Standardisation of FM service delivery and creation of a national FM team, driving continuous improvement
• A dynamic team that work together to anticipate problems and provide innovative approaches to solving problems.