Providing FM for the Covent Garden estate in the heart of London is a varied and demanding role, in which Incentive FM has excelled by keeping all the plates in the air.
Winner: Incentive FM
By Cathy Hayward
28 October 2010
Facilities don’t get much higher profile than Covent Garden, a 750,000sq ft estate which includes 43 buildings including commercial, retail, leisure, cultural and residential properties, and the world-famous market which attracts 45 million visitors each year. But it’s not just the size and variety of the estate which caught the BIFM judges’ attention, but the scope of the total FM service delivered by Incentive FM for landlord Capital & Counties.
In addition to the more traditional FM services such as cleaning, security and maintenance, Incentive provides an estate management role including service charge administration, tenants liaison and compliance checks including managing 264 leases, liaising with the popular street performers from jugglers to fire eaters (and ensuring they comply with various health and safety and other legal requirements).
The team also sources and manages traders for the 48-stall market, and manage events and health and safety in an area which is used around the clock.
“It’s a unique contract,” explains Incentive FM managing director Jeremy Waud. “It’s a fun contract to operate – it’s facilities management with a bit more on top.”
In the 12 months since the contract started, Incentive FM has substantially improved both the appearance of the estate and the financial and organsiational management behind the scenes.
Cleaning spend has been reduced by 15 per cent by direct delivering rather than sub-contracting the service, and introducing a new cleaning regime, including the introduction of back vac packs, to significantly improve the appearance of the estate.
Customer service training has been given to all frontline staff and this, together with a new Computer-Aided Facilities Management system.
Incentive FM’s PDA solution, has helped to improve response time to customer issues to a maximum of 24 hours.
Much of Incentive’s effort has also gone into improving financial performance and management reporting to the client. An annual joint business plan gives clear, deliverable objectives throughout the year which are continually reviewed and awarded a RAG (red, amber or green) status.
As objectives are attained, analysis of the benefits are captured to demonstrate continuous improvement and the value of the partnership. “This is a healthy approach to contract management and ensures not just delivery against the pre-determined service level agreement, but also the evolving strategic requirements of the partnership,” says Waud.
A new comprehensive reporting platform gives the client information on service achievement and improvement, budgetary performance, energy usage, market occupancy trends, security statistics, recycling and helpdesk performance, all presented in a dashboard format.
Incentive has also helped to improve the financial management of the operation (previously an issue of huge concern to the landlord) by reconciling all service charges on a quarterly basis (this used to be done annually); full variance reporting on a quarterly basis, again previously done annually; and controlling spend across all service lines by reviewing and consolidating suppliers and controlling spend through a robust purchasing process.
Now that many of the historical problems are resolved, Waud and the on-site Incentive team, headed up by Tina Dallorzo, are looking at new challenges, the nature of which again extends the FM remit even further.
There are various roads and rights of way across the estate which are not owned by the landlord but Westminster Council, which Incentive is looking to adopt and maintain – together with many of the public toilets on the estate, which are poorly maintained and provide a bad user experience.
“What we do is very unsexy in our client’s world,” admits Waud. “But they also recognise that it’s very important because it all relates to the value of the asset, which is a key issue.”
Telereal Trillium – CE, Property & Royal Mail FM Team
Telereal Trillium received the highly commended award for the excellent relationship developed with tenants Royal Mail. A strategy was launched 18 months ago to improve service standards while reducing costs.