by Brianna Crandall — March 8, 2019 — Global FM services outsourcing provider ISS Group announced new contracts in recent weeks to provide integrated FM services to a major investment bank’s offices in Europe and Asia and to healthcare provider NHS in London, as well as food services to Eurotunnel. ISS also announced that one of its key clients has been awarded ISO 55001 accreditation for asset management.
London-based investment bank; sites across Europe, Asia
ISS has secured a new four-year international Total Facilities Management (TFM) contract with a major investment bank. The new contract, which covers 16 sites across Europe and Asia, includes the clients’ cutting-edge international headquarters in London. The partnership will commence in March 2019, with a focus on the curation of the guest and workplace experience.
Having worked as a strategic partner with this prestigious investment bank for nine years, ISS will continue to provide service management and “soft” services, in addition to new technical, security and project management services, which will allow ISS to provide a fully integrated FM solution.
The TFM contract will ensure that the Client can maximize innovation and technology from ISS to support an excellent standard of service for all building users across locations.
Richard Johnston, Managing Director, ISS Financial Services and Retail Sector, commented:
We are delighted to be selected to provide Integrated Facilities Services and to support the Global property strategy for such a prestigious organization. This contract extension is testament to the ISS team who have provided a fantastic, bespoke service over the past number of years. Critical to the process has been our relationship, service excellence and cultural alignment in the pursuit of excellence.
British health-care provider in London
British health-care provider Oxleas NHS Foundation Trust has awarded ISS a five-year contract to provide a wide range of “soft” FM services, including cleaning, catering, housekeeping, security and associated services. This is the first time that the Trust has been able to take the opportunity of testing the services across its whole estate. ISS will be welcoming more than 250 new staff members into their Healthcare Team.
Oxleas NHS Foundation Trust is in South East London. The Trust provides a wide range of health and social care services, specializing in community health, mental health and learning disability services. Oxleas has a workforce of around 3,500 people, including many highly skilled health and social care professionals.
Alistair Campbell, contracts manager at Oxleas NHS Foundation Trust, remarked:
We are excited about merging all these services into one single contract. There are many benefits, including the creation of one integrated team across our sites, providing great services in a consistent and coordinated way. This provides a great opportunity for innovation and I hope we will see immediate benefits.
Chris Ash, managing director of ISS Healthcare, noted:
We have wanted to provide services to Oxleas for a very long time, and so I am delighted that, at last, we now have a unique opportunity of bringing all the services under one umbrella. We have put forward a number of initiatives that will see Oxleas NHS Foundation Trust become a great example to others in the way that they deliver their soft FM services across a range of clinical disciplines.
The contract will commence April 1, 2019.
Eurotunnel in the UK
ISS was selected to provide a full range of food services for Eurotunnel employees and contractors at two sites in the UK. The ISS Food Services business delivers seven-day operations alongside some ad-hoc hospitality service. ISS provides a production kitchen and staff restaurant and delivery service in addition to various building and vending operator management solutions. This includes the refurbishment of counter-service equipment to bring a fresh, clean environment to diners.
Ruth Howkins, UK Property Services Manager at Eurotunnel, stated:
We’re a flagship organization providing a unique service to the UK and Europe. As such, we need to ensure that our employees and contractors have access to fresh, quality and healthy food provision around the clock to allow them to support the millions of passengers we transport throughout the year. ISS provide a flexible service for our varied customer base which in turn ensures our continued success.
Sylvain Truhaud, operations director of ISS Food Services, commented:
We’re proud to support such a unique undertaking as Eurotunnel, which resonates across many borders. We work with a number of travel organizations and have a sound understanding of the impact that our service has on all stakeholders — from train drivers to contractors. We look forward to our continued work with Eurotunnel and the impact that the ISS Human Touch will bring to the service.
Key client attains ISO 55001 accreditation
Switzerland-based global financial services firm UBS, a key client of ISS, has been awarded ISO 55001 accreditation for asset management, confirming UBS’s efforts to be the best in its class through a stringent accreditation process.
UBS has an integrated FM services contract with ISS, and the organizations worked in partnership to achieve the accreditation. The collaboration ensured that recommendations made by the manufacturers are aligned to essential technical requirements that in turn minimize down-time and ultimately ensure the best quality and value for money for UBS.
Jason Clark, executive director and regional head of Property Management at UBS, announced:
I am pleased to advise that the IFM team has attained accreditation to the international standard ISO 55001. ISO 55001 is a quality management framework for managing assets within the context of an organization, specifically for engineering asset management at UBS 5 Broadgate. We set the objective of achieving the ISO 55001 standard in 2016. This accreditation is recognition of our integrated and collaborative approach to facilities management and the partnership between UBS, ISS and other service partners.
Martin Harvey, director of Engineering and Asset Management at ISS, pointed out:
The real benefit of the accreditation is that there is now a complete and comprehensive asset management policy, and associated delivery practices which enables the Operational Team to manage and maintain the physical assets of our client UBS. Delivery of detailed CAFM systems and planned frequency-based maintenance is seen as the ill-informed approach to maintenance in the 21st century. From a people point of view, the standard focuses on people, their competencies and training, and also looks at succession planning. And most importantly, UBS knows that they have a capable and competent service partner running their buildings and operating in the most efficient way.
The accreditation attained by UBS — led by ISS — distinguishes ISS from other FM providers, as ISS is itself ISO 9001 accredited in its own right for Quality Management and was reportedly the first FM services provider to achieve this distinction. This gives ISS a firm foundation for continual improvement of a customer-focused service ethos.
With the ISS investment in latest cutting-edge technology, the structured management of the asset data enables ISS to commence its intellectual management of systems and services, reducing risk and increasing performance by optimizing maintenance, improving value, and ultimately improving user experience. The standards enable ISS to now drive this showcase into the business to deliver improved benchmarking and consistent delivery, improving standards and client value.
ISS Group provides facilities management (FM), cleaning, property, office support, catering, and security services through more than 480,000 employees to businesses in approximately 70 countries around the world.