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Dual success shows value of BBC contract

28 February 2017

Following enthusiastic participation with the PFM Awards 2016 by entrants, judges, attendees to the presentation ceremony and many others throughout the FM sector, PFM is now following this with case studies and interviews of winning entrants.

One of the most popular with the judges and a close contender for the Overall Winner trophy was the Interserve/BBC entry, winner of the Partners in Corporate – Public Sector category.

In addition to impressing the judges with the exemplary level of collaboration between client and service provider, Interserve’s Ashley Gregg was also judged to be a worthy winner of the Partnership Team Member award.

Awarded in 2013, the account was ground-breaking from the beginning, as it was the first time the corporation had worked with a single provider.

It had previously worked with three services providers, all of which had separate contracts, to outsource management of its seven key hubs and 150 sites around the UK.

In addition to dealing with the 24-hour operational requirements of a number of the sites and the stringent business continuity obligations for one of the world’s leading broadcasting corporations, Interserve was also tasked with delivering savings in a number of areas.

Twenty-seven FM service lines are included within the contract, ranging from critical broadcast engineering and energy and utilities management, through to cleaning, portering and security.

A further requirement for Interserve was the implementation of a new, estate-wide workplace support model, designed to place a robust framework behind the management of the customer’s estate.

This involves best use of technology and space to maximise creativity and staff wellbeing in all areas.

BBC property director Alan Bainbridge says the corporation was “impressed by all the bids received, but the vision and better value offered by Interserve made them the right choice for this important contract.

"The company took on the account for our entire facilities management operation in 2013 from three separate providers. Since then, it has reduced our support services spend by 20 per cent but the importance goes far beyond financial benefit.”

Its core goal for its estate was described within the PFM Awards entry as: ‘The right sized estate, with the right buildings, used in the right way to maximise creativity, safety and sustainability, and at the best value to the licence fee payer.’

Following a six-month implementation period, the five-year contract went live in April 2014 and has seen numerous successful outcomes which continue to deliver further benefits.

Combined objectives between client and service provider include: improved risk management; business and broadcast continuity; consistency in look and feel of service delivery; flexibility and transparency; maximising creativity; and creation of a “true partnership”.

Within the joint customer/Interserve presentation to the PFM Awards judges, there were numerous references from both sides to the successful creation of a “one team” approach.

When issues have emerged – as they inevitably do within every FM contract – these have been resolved through discussion to agree the appropriate response, rather than demands for financial compensation.

Tony Williamson, operations director - BBC at Interserve, commented: “Interserve’s partnership with the BBC is built on collaboration. Our ‘one team’ approach has united all Interserve and BBC employees under the workplace model to help us become a fully integrated part of the organisation’s culture and values.

"Thanks to this close interaction between our employees and the building users they support, we have developed an intelligent understanding of each team’s needs.”

Through the sustained effort of both Interserve and its client, an exercise in consolidation has matured into a collaborative exercise following the company’s extensive efforts to understand all the requirements of managing a highly complex, varied and large estate incorporating nearly 600,000m2 of floorspace.

In addition to regular customer meetings during the mobilisation period, the company invested in gathering data on all of the customer’s assets and evaluation of the FM operation.

Interserve additionally delivered 24 road shows during the consultation process to introduce the changes and their impact to the corporation’s staff members, plus the provision of regular forums and newsletters to update them on further progress.

An energy management bureau was also created by both parties to evaluate the corporation’s usage and establish a five-year plan.

These extensive efforts allowed the company to additionally conduct an estate usage analysis to identify where services could be improved, involving the realigning and use of multi-skilled roles to improve efficiency by over 20%.

Additional innovation involved equipping all engineers with handheld devices linked to the Maximo CAFM system to refocus operations on key front of house aspects and improve workplace experiences.

Further efficiencies and savings have resulted from the significant reduction of the customer’s supply chain, due to the total FM service provided by Interserve, making the management of suppliers a more streamlined process.

The company was assisted by the BBC’s investment in the Workplace Standards handbook on best practice management of its estate, which Interserve assisted in rolling out to all staff following its launch at the corporation’s Media City UK site in Salford, Greater Manchester.

In order to recognise the efforts and considerable achievements of the FM team in engaging with the significant changes and transformation of the corporation’s estate management, Interserve is continuing to reinvest 1% of its profit on quarterly awards for team members.

The contract in numbers

590,000m2 of floor space

150 buildings

900 workplace events managed

78,000 calls and 72,000 reactive service requests

918 corrective health and safety actions in 2015

2.1m hours without a serious accident

Ashley Gregg, left, winner of the Partnership Team Member award

Ashley Gregg, Partnership Team Member winner

Following a period of unemployment, Mr Gregg accepted the position of a part-time shift cleaner as an initial starting point from which his focus and determination has seen him enjoy a number of promotions.

After joining the logistics team, he applied to join the BBC Workplace team a number of times and refused to be daunted when he was initially unsuccessful.

After listening to the encouraging feedback and making the effort to gain the required experience and reapply, he is now the workplace support coordinator for the BBC’s digital team, a new role introduced to further raise the level of interaction and integration between the FM team and building users within the Media City complex.

Described as a “particularly challenging brief” due to the workload and occupancy levels of the digital team, Mr Gregg has been complimented for quickly gaining an in-depth understanding of the department and becoming a valued team member, rather than simply a service provider.

Recognised for his considerable efforts to help the building and the team work as effectively as possible, these have included taking on parts of the team’s workload when it is operating at full capacity.

Described by the PFM Awards judges as “the embodiment of perseverance”, Mr Gregg continues to plan and work towards the next stage of his career within the FM sector.

Tony Williamson, operations director - BBC at Interserve said: “Ashley Gregg, our workplace support coordinator for the BBC’s digital team at Media City, is a shining example of this successful partnership.

"His tenacity and dedication to the role ensures he is now a vital link between the digital team, Interserve and the wider BBC, going out of his way to make sure the building works effectively for them.

"He knows everything that happens in his designated area down to the smallest detail and has completely immersed himself in the digital team’s world – becoming an integral part of their team, not simply a service provider.”

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