Interserve commences HSBC FM contract

10 December 2009

Interserve started delivery of the £200m FM contract with HSBC on 1st December to over 1,600 retail and 120 office sites across the UK, Channel Islands and the Isle of Man under a three-year agreement,

The new contract represents a further integration of HSBC’s support services functions, bringing more together under one provider than was previously the case. In a short timescale Interserve has undertaken a complex handover including the transfer, under TUPE regulations, of over 2,000 staff from a variety of incumbent suppliers and from HSBC itself.
This is one of the largest such contracts in the UK. At its core is the integration of strategic FM delivery with the management and delivery of programmes driven by business, customer and estate requirements. Interserve’s responsibilities will include the delivery of services to the HSBC group headquarters in Canary Wharf in addition to an estate that includes ATM cash machines, retail branches, commercial centres, offices, data centres, sports, social facilities and training centres.
Key support services include a centralised service, helpdesk and performance centre, building services, fabric maintenance, cleaning, catering and utilities management, in a ‘total’ facilities management package. The service centre will be a single point of contact for HSBC customers and will also manage and report on performance across the contract via Interserve’s National Service Centre based in Redditch. This expects to manage over 200,000 telephone calls and up to 300,000 emails a year.
Employees will operate under the facilit8 brand – a visual identity designed to represent service excellence, behavioural and cultural identity, originally developed by HSBC for support service professionals who work at the banks headquarters. Interserve is now in the process of rolling out this brand across the wider portfolio.
Interserve will support HSBC to measure its environmental performance and make adjustments to meet its targets in energy efficiency, recycling levels, water usage, waste reduction and CO2 emissions.
“The point at which we begin service delivery is always an exciting moment,” commented Adrian Ringrose, Interserve’s Chief Executive, “but in the case of HSBC it is even more so than usual. The size of the contract, the number and variety of incumbent suppliers and the fact that we are going further with this client than anyone else has previously all add to the challenge. We are confident that the complex preparations we have undertaken have laid the foundations for the improved service, reduced cost and enhanced business processes that HSBC needs.”