10 October 2016 | FM World team
BIFM Awards 2016 - New Product or Service of the Year
Heathrow Airport Ltd's 'Spot and Report' mobile app has secured the organisation the BIFM Awards New Product or Service 2016 accolade - the airport's third BIFM Award win in as many years.
In order to keep an operation - one which sees more than 78 million passengers a year passing through the site - running smoothly, Heathrow measures its success by Airport Service Quality - a global airport customer satisfaction programme in which passengers rate, out of five, how good they feel about travelling through Heathrow.
In order to achieve consistently high scores, the engineering and facilities team at the airport are required to fix a fault with an asset - the software enables the entire team to be able to identify and report a fault through a mobile app.
The app allows the end user to scan the asset's barcode to correctly identify the asset, attach photos of the fault, and add any additional information. The engineering team is then notified of the fault and a technician is dispatched.
The product has reduced the burden on the traditional helpdesk - a resource intense operation - and can also be rolled out to broader customer assets across the estate.
Judges said that the app provides staff a simple, yet highly effective means to report critical assets, citing a "valuable functionality" of the concept. The judges also noted that the service has further applications outside of its current scope, with further development promising for the FM sector.