Cleaning in the Digital World

A supplement to European Cleaning Journal

NOVEMBER 2018

CONTENTS

ECJ Cleaning in the Digital World - November 2018 |

ECJ CLEANING IN THE DIGITAL WORLD 3 Well connected is just the start Foreword from Diversey Professional’s Gaetano Redaelli.

6 The world of cleaning, 2018 How will the professional cleaning sector look 10 years from now?

9 Right time, right place Swiss Post is using latest technology to develop smarter cleaning practices.

11 Disruptive business models How an online platform is disrupting how cleaning services are purchased.

14 Cover story Diversey

17 The role of the smartphone How far has the smartphone now encroached on the world of cleaning?

21 The robot evolution Just how far have robots come in being adopted by the cleaning industry?

24 Smarter facilities management Digitisation will have a fundamental impact on how FM services are delivered.

Criterion Publishing Ltd PO Box 299, Chesham, Buckinghamshire HP5 1FP UK T +44 (0)1494 791222 F +44 (0)1494 792223 info@europeancleaningjournal.com www. europeancleaningjournal.com Subscriptions UK - £60 / Continental Europe - £70 / International - £80

Editor Michelle Marshall Features Writer Ann Laffeaty Advertisement Director Chris Godman

Circulation Marie Payne

Italy, Spain & Switzerland Fabio Potesta Mediapoint & Communications Corte Lambruschini, Corso Buenos Aires, 8 V0 Piano, Interno 7 16129 Genova, Italy T +39 010 570 4948 F +39 010 553 0088 info@mediapointsrl.it www. mediapointsrl.it

European Cleaning Journal is published six times a year by Criterion Publishing Ltd. Although every effort is made to ensure the accuracy and reliability of material published in European Cleaning, Criterion Publishing Ltd and its agents can accept no responsibility for the veracity of claims made by contributors, manufacturers or advertisers. Copyright for all material published in European Cleaning remains with Criterion Publishing Ltd and its agents.

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FOREWORD

Well connected is just the start Delivering high standards in the professional cleaning industry has always been challenging. There is a constant demand for higher productivity and this often has to be achieved in the face of stringent cost controls, particularly in the public sector. Although this might appear the main challenge, all cleaning professionals are aware that a more complex balance of priorities – such as the wellbeing of your staff, achieving operational efficiency, profitable growth and aiming for sustainability - are crucial to ensure successful facility management and the ongoing success of your business.

The cleaning industry has always embraced innovation. Working to tight margins means anything that drives improvements in efficiency is eagerly sought and anticipated. Smart technology is having a transforming effect. The impact of this is reflected globally in that there are approximately 26 billion connected devices which are now fundamentally linked to the working lives of 800 million employees; and yet, we are only at the beginning of this process. The Internet of Things (IoT) - as a network of physical objects or ‘things’ embedded with electronics, software, sensors and connectivity, that is enabling objects to collect and exchange data - is estimated to consist of nearly 50 billion objects by 2020. There is much to digest before any judgement on the full implications of this technology becomes clear or can be completely understood.

In the cleaning sector products, cleaning staff and operational systems are becoming increasingly connected. Diversey’s Internet of Clean (IoC) is transforming the way that professionals are looking at their industry through the provision of real-time monitoring and reporting, via its cloud-based technology. The system enables comprehensive analysis of cleaning tasks throughout a facility and the digitalisation of this data.

Technology - such as Diversey’s real-time tracking and management solution SmartView and associated IntelliTrail fleet management system - are integrating individual processes, to drive cleaning efficiency and bring clarity to all aspects of facility management.

Applying this new technology will give you the capabilities to set yourself apart and gain that all important competitive edge. As an employer you can aim to get the best out of your staff and keep them safe by using the enhanced insight the technology delivers throughout your business. This will enable you to design products, training and support to help prevent injuries before they can occur and to deliver performance measurements and improvements. Providing safer, healthier and easier options will only improve job satisfaction and employee retention in an industry where high staff turnover is a fact of life.

Continued page 4

Cleaning in the Digital World - November 2018 | ECJ | 3

FOREWORD Well connected is just the start (continued)

You will be empowered by being able to assess the entire cost of your cleaning from labour to supplies, to quality and capital. This will ultimately mean using less, wasting less and delivering a lower overall cost for your cleaning processes every step of the way. This will ultimately make your operations leaner, greener and more cost efficient; and will also contribute significantly to increasing your productivity and process optimisation.

Smart solutions provide ease of monitoring, tracking and calculation through e-tools and implementing spend management. These solutions are positive incentives in helping you to acquire new clients, in optimising existing contracts, expanding services and entering new markets, and in positioning your business for success. This in turn will contribute to your differentiation through sustainability programmes, fast start-up services and customer sector focused solutions.

Sustainability is about the triple bottom line of people, planet and profit. It’s also about balance. Everyday concerns such as indoor air quality, green cleaning mandates and environmental impact are rapidly gaining traction and influencing purchasing decisions.

Addressing these concerns - which are sure to exponentially grow in time – will deliver reduced chemical, water, energy and waste; enabling green certification for your business, and drive the implementation of day cleaning programmes and enhanced safety training.

However, there is some qualification needed, in that smart technology solutions are inevitably also delivering new management complexities that are affecting the daily ‘balancing act’ implemented by any professional cleaning manager. There are new emphases from the rapid integration that connectivity is delivering through the IoC. With more integration and the advance of smart tools there is a danger of information overload. Connected devices are providing streams of data that provide challenges in collection, which are then superseded by requirements for interpretation and delivering actionable insight to apply to cleaning processes.

Those who succeed in transforming their business will be those who embrace the technology and find effective methods of dealing with their data flow, while ensuring everything is tailored specifically to meet the needs of their business. This is essential wherever cleaning takes place - be that in healthcare institutions, offices, and factories or in other organisations; and across all sectors.

A responsive and ongoing consultative partnership with your smart technology provider will open up the possibilities and opportunities that the connected world offers to be more fully in control of time, process, staff and resources than you have ever been before.

Gaetano Redaelli Global president, Diversey Professional Division

En établissant un partenariat réactif et continu avec votre fournisseur de technologies intelligentes, vous serez mieux à même de tirer parti des possibilités qu’offre le monde connecté en vue de mieux maîtriser les heures de travail, les processus, les personnels et les ressources. Gaetano Redaelli, président mondial de la division professionnelle de Diversey, écrit pour Le Nettoyage dans un monde numérique. 503

Durch eine reaktionsfähige und kontinuierliche beratende Partnerschaft mit dem Bereitsteller der intelligenten Technologie werden die Möglichkeiten und Gelegenheiten eröffnet, die von der vernetzten Welt geboten werden. Sie erhalten dadurch eine umfassendere Kontrolle als je zuvor über Zeit, Verfahren, Mitarbeiter und Ressourcen. Gaetano Redaelli, Global President des Bereichs Professional bei Diversey, schreibt für „Reinigung in der digitalen Welt“.

Cleaning in the Digital World - November 2018 | ECJ | 4

Una partnership di consulenza reattiva e continuativa con il vostro fornitore di tecnologia intelligente porterà a delle possibilità e delle opportunità che il mondo connesso offre per essere più pienamente in controllo di tempo, procedimenti, personale e risorse come non è mai stato possibile prima. Gaetano Redaelli, presidente globale della divisione professionale della Diversey, scrive per Cleaning in the Digital World.

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C R E AT I N G A C L E A N E R , S A F E R , H E A LT H I E R W O R L D . ©2018 The Tennant Company. All rights reserved.

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PREDICTING THE FUTURE

The world of cleaning, 2028 How has the cleaning industry evolved from a technological viewpoint over the past 10 years? And what changes will we see 10 years from now? Ann Laffeaty looks back on the past and canvasses the views of industry players about future developments.

If we were to go back in time a mere 10 years we would probably be astonished at how rudimentary the technology was compared to how it is now.

Ten years ago the “personal digital assistant” was one of our most sophisticated technological aids. These devices pre-dated the smartphone and allowed cleaners to submit reports in real time via data that was inputted manually.

Other common technological solutions included tobacco detection systems which sounded an alarm or generated a voice message when smoke was detected.

Indoor smoking bans had only just come into effect in Europe in 2006-2008 and facilities were keen to ensure that endusers were adhering to the bans.

It was truly a different world. Looking back at past issues of ECJ, we ran an article in 2008 on M2M communications, a relatively new concept at the time.

It charted details of technologies that enabled operatives to find out via a text message when a machine had been in use for a set number of hours which would indicate that a service might be required.

Text messages could also be used to notify company managers when a street cleaning machine had been moved to another site in order to provide an overview of which apparatus was located where.

Machine manufacturer Tennant was an early promoter of this type of technology.

Software articles in ECJ in 2008-2010

also dealt with other “high-tech” systems that would today seem old-fashioned and clunky. For example, there were various solutions that enabled companies to estimate the size and scale of a cleaning task in advance using a CD and a manual.

The contract cleaner would be required to manually enter information for each area of the building via a PDA and the software would then calculate the number of hours the job would be likely to take.

Other staff checking systems would involve the employee having to dial a landline number at the client’s site. If they failed to do so, a text message would be sent to the cleaning company informing them of a potential no-show.

And of course mobile phones were much more rudimentary 10 years ago than they are how and were basically only used for making calls, sending SMS messages and maybe for taking low-res images. The world of digital communications only really opened up after the iPhone was launched in June 2007.

Rapid acceleration Essity’s European marketing manager Anna Konigson Koopmans confirms that the rate of technological development has accelerated rapidly over the last few years.

“The use of digital tools is increasing and becoming more accepted,” she said.

“Driving this development is the decreasing cost of sensor technology along with the growing understanding of the impact that new and smarter ways of working can have on cleaning companies.”

Touch-free dispensing and sensorbased solutions have helped to drive the market, she says “Meanwhile, new apps and computer programmes have been making the technology more accessible,” she adds. “Today we see digital aids mostly being used by managers to support them in their work, but productivity can also be improved by connecting operational employees with technology.

This can make members of staff happier and more loyal because they are able to interact with their employers in a richer

Cleaning in the Digital World - November 2018 | ECJ | 6

way. The expanded use of technology will significantly increase the value of digital tools for companies and their customers.”

Essity’s Tork EasyCube system provides cleaners and managers with information on cleaning and dispenser refill needs via sensors. When placed in facilities and washroom dispensers these constantly monitor visitor traffic and dispenser levels, transmitting the relevant information to cleaners via connected devices.

Rising standards Essity believes technology will change the industry for the better over the next 10 years. “Cleaning standards will rise and cleaners’ working conditions will improve as they start to work smarter, not harder,” said Konigson Koopmans.

“There will also be objective data to support fact-based decisions and help cleaners do their job - and as a result, the cleaning industry will be more valued by its customers. We will probably also see new business models, new revenue streams and customer relationships reinvented 10 years from now.”

Automation and digital solutions have exploded on to the cleaning world as they have done in many other industries according to IPC’s PR and communications manager Gabriella Bianco.

“The advent of technological management and command systems means that operating equipment and machinery no longer needs to be checked only by humans,” she said. “Software can be incorporated into existing systems to help cleaning operators monitor and manage their daily tasks.”

The introduction of technology has reduced working time and cut labour costs while also improving operator performance and cleaning efficiency, she claims. “Furthermore, workers’ safety and security have been enhanced by the use of technological devices which can provide reassurance in isolated spaces,” she said.

“For instance, indoor positioning systems can localise people and objects through sensors linked to smartphones.”

PREDICTING THE FUTURE The development of cleaning robots both for outdoor and indoor tasks has had a dramatic impact on the industry, she says. “Robot vacuum cleaners can move around tables and chairs, sucking up debris and dust while sweeper and scrubber robots are also able to perform their activities without the need for human assistance,” she said. “These all satisfy a high demand of automated labour.”

Humans still needed?

Among the latest offerings from IPC is the Telematics GPS system which is integrated into the company’s CT 51 and CT 71 scrubber dryers. “This is a digital tool that monitors the performance of the scrubber,” said Bianco. “It allows the user to take control of maintenance parameters and to stop the machine if something unexpected occurs.” Tracking of the machine’s position, user identification and battery level can all be carried out via a smartphone, tablet or computer.

Also from IPC is the Multifunction Safety Control high-tech system designed to protect the machine and operator when using hot and cold water pressure washers. This is described as an innovative self-diagnostic system said to provide full operator control over the machine while reducing energy consumption and maintenance costs.

It is clear that digitalisation will shape the future of the industry, says Bianco.

“With the help of technology, cleaning companies will improve their performance and satisfy consumer needs,” she said.

“While human intervention will definitely not be eliminated, the presence of robots will grow while humans will be on hand to manage, monitor and maintain the machines. Furthermore, human involvement will also be required to clean the more difficult buildings such as those spread over several floors or that have hard-to-access corners, large amounts of furniture and constant traffic. These types of environments are more challenging for a robot than, say, an empty room or an indoor hotel lobby and in these types of cases, human cleaning operators will prevail over robots.”

The speed of technical development has Sur le plan technologique, l’industrie du nettoyage présente aujourd’hui une allure très différente de celle qui prévalait il y a dix ans. À cette époque, les dispositifs les plus sophistiqués dont nous disposions étaient les assistants numériques personnels, qui nécessitaient la saisie manuelle de données. Et les systèmes de gestion des heures de travail et de la performance s’accompagnaient souvent d’un CD et d’un manuel d’instruction. À quel point le tableau actuel changera-t-il d’ici à 2028 ?

certainly increased over the past 10 years according to Werner & Mertz sustainability manager Christopher Luening.

“Ten years ago we were less evolved digitally when in contact with the customer, since most of the information we gave them was only available in printed format or on a static website,” he said.

The company still tries to provide a balance between digital and analogue methods. “In this way our new tools and methods facilitate our work, but not to the extent that the devices become selffulfilling,” he said.

“Many software-based innovations have had a real impact on the business as they help to improve work processes without having to invest into new equipment. The future is less about the hardware and more about clever combinations of tools and human workforce.”

The company’s own breakthroughs over the past 10 years have included monitoring and remote control systems in dishwashing and laundry dosing.

Artificial intelligence So, how do industry players see the industry developing by 2028?

“In healthcare we may see biosensors that detect potentially harmful bacteria and give alerts to self-driven robots,” said Luening. “The robotics industry will make a greater use of augmented reality and object recognition, and cleaning will no longer be seen as a mere maintenance function

Was Technologie betrifft, sah die Reinigungsbranche vor zehn Jahren im Vergleich zu heute sehr viel anders aus. Die raffiniertesten Systeme waren PDAs (Personal Digital Assistants), die eine manuelle Eingabe von Daten erforderten. Und Zeit- und Leistungssysteme wurden häufig mittels einer CD unter Zuhilfenahme eines gedruckten Handbuchs genutzt. Wie sehr wird sich dieses Bild bis 2028 gewandelt haben?

but also as an image factor.

“And artificial intelligence will play a crucial role when it comes to improvements in detection and recognition.” As for Werner & Mertz’s own plans, he says augmented reality may be introduced into its e-learning platform. “We are looking at more intelligent and more flexible mobile dosing systems,” he said. “However, good operatives will continue to be an asset.

But as in all industries, the trend towards specialisation and the qualification of good staff members will continue.”

Meanwhile, IPC is working to simplify the use of its products and improve its maintenance systems, says Gabriella Bianco. “These will rely even more heavily on electronic devices, replacing the need for manual checks of all the main products’ parameters,” she said.

And Essity’s Anna Konigson Koopmans believes the impact of technology will be felt by the facility management sector as a whole in the future. “Big data is here to stay and has just started to change the industry,” she said. “Knowing rather than guessing will become the standard, while cleaning companies will start to request integrated digital solutions to provide them with smarter ways of interacting with staff and customers.

“We expect the cleaning industry to adopt technological solutions to meet and exceed the expectations of increasingly demanding customers and also to improve their bottom line.”

In termini di tecnologia, dieci anni fa il settore del cleaning era molto diverso da come è ora. I nostri sistemi più sofisticati a quell’epoca erano i PDA (assistenti personali digitali, palmari)che richiedevano l’intervento delle persone per inserire manualmente i dati. I sistemi di orario e rendimento erano spesso gestiti per mezzo di un CD con l’aiuto di un manale cartaceo. Quindi fino a che punto cambierà quest’immagine entro il 2028?

Cleaning in the Digital World -November 2018 | ECJ | 7

CASE STUDY

Right time, right place Swiss Post is a business that takes innovation very seriously.

In fact in 2014 it established its Development & Innovation unit to act as a hub for projects and bundle them into subject-specific development programmes.

One of the areas of focus has been facilities services. ECJ speaks to Kaspar Adank, head of innovation for Swiss Post real estate management and Vanessa Schneider, expert in digitisation for the innovation team to find out more.

As a business with its eye firmly on the future and how digitisation can improve all aspects of its business, Swiss Post drives innovation through its Development & Innovation unit. This supports groupwide projects, with its experts helping the different units to identify new ideas and expand them into new business areas. It draws on the ideas of the group’s 60,000 employees and also works with external partners including start-ups, universities and state institutions. Innovation is driven through collaborative web platforms.

Kaspar Adank is head of innovation for Swiss Post real estate management. He explained his team may have between 15 and 20 innovation projects in action at any one time – not all of them will succeed.

The emphasis is on speed of innovation and projects are quickly shelved if they are not obviously viable very early on. “The key focus is data,” he says, “and data is vital.

In fact it will become more important than the building itself – it is set to dominate

the FM sector.”

Digital FM is in fact part of Swiss Post’s Strategy 2020. With that in mind it developed Service on Demand, a product geared towards building users’ behaviour and their actual needs. This means the operator can maintain customer satisfaction by keeping hotspots under control, a close eye on the workflow and costs lower.

Service on Demand devices are installed at service-intensive points in Swiss Post buildings such as paper recycling containers, coffee machines and washrooms. One of the building users notifies the FM team when a service is required by pressing a button so employees can service an area only when they really need to. Adank explains: “The head of FM wants to reduce the number of routine checks carried out by employees and achieve a scenario whereby they are ‘fire fighting’.

“For the cleaning and other FM teams this means a reduction in service rounds, dynamic operational planning and automated order management. Staff are also free from unnecessary tasks so have the capacity to become involved in other duties.”

Of course the introduction of the new technology also brings with it improvements in the customer experience too.

Building occupants can actively notify the FM team about all kinds of incidents, with a quick response time guaranteed. The devices are easy to use and use LoRaWAN (long range wide area network) so integration is simple and does not depend on the existing infrastructure. The battery operated buttons can be installed anywhere and battery life is more than five years. All information needed by the service provider is filed in the app and progress can be tracked throughout the process.

Resource-intensive Innovation has now moved on another step with the development of IntelliClean, a solution developed specifically for the cleaning teams within the FM function.

Vanessa Schneider, expert in digitisation for the innovation team, has been

involved from the start. “We started by making a roadmap of innovation/challenges in cleaning and technical aspects,” she explains. “IntelliClean is an algorithm that predicts what cleaning is needed in different areas and in order to develop it we measured different rooms – for example meeting rooms and washrooms – and collected data from each area. Data is gathered from sensors and WiFi usage, which illustrates the areas people are populating most.”

Sensors in meeting rooms measure the number of door openings. Schneider continues: “We can then target areas where people are for cleaning services. So we visualise that data on tablets and give them to staff. There is an A3 print-out of tasks over the week which is given to operatives.”

New way of cleaning Adank adds: “Our task has been to develop a whole new way of cleaning at the right time, in the right place – according to sensor data and the population of the building. And cleaning only what’s necessary is an important element.”

Schneider explains how this has been a resource-intensive project up to now. “We spoke to the cleaning staff almost daily in order to get their feedback. Doing that helps us learn much faster, however it is time consuming.”

She found cleaners were happy to work with the touchscreen technology. “They all have smartphones anyway so it was not alien to them.” Throughout this trial stage the development team has emphasised the need for cleaners’ input and feedback and this has helped a great deal in how they feel about the technology. “They like being involved,” explains Schneider. “A dynamic plan means the cleaners and the organisation must be more flexible. So the job will change and we are still looking at how that will pan out in the long run.”

The policy within Swiss Post is that teams learn as quickly as possible when Continued page 10

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CASE STUDY Right time, right place (continued) developing innovations. “It is also very important that prototyping is fast, and if it isn’t working we move on,” says Schneider. “We work to KPIs and we must prove gains very soon after embarking on a new project. For example with Service on Demand, idea to implementation was just six months.”

And the latest news is that IntelliClean was given final approval in June of this year and has now gone live in two Swiss Post buildings – it is now at the acceleration stage of the innovation process. “We have built the solution for our own use at Swiss Post in the first instance,” Adank explains, “then we will go to the open market with it.

So that means cleaning service providers, also big hospitals, airports etc.”

“Open innovation is very important to us Swiss Post adopte une approche très proactive face à l’innovation numérique, comme en témoigne clairement ses services auprès de l’immobilier, où cette société a introduit le Service sur Demande dans ses prestations multi-services. Aujourd’hui, elle propose une nouvelle innovation sous la forme du dispositif numérique IntelliClean à l’usage des agents de nettoyage.

as an organisation so the aim is to offer it to other businesses with a similar structure to ours.”

The cleaning service provider at the Swiss Post building where IntelliClean is now being used is Vebego. Head of key account management Jürg Brechbühl explained that the collaboration on IntelliClean began around 18 months ago. “To make sure the solution will also work in ‘third party’ markets we have initiated a field test.”

What has been the reaction from staff?

“They see this test as a good opportunity to work with a smart tool, and to develop dynamic working hours models. This in turn could result in higher workloads.”

Brechbühl sees a number of important benefits in the IntelliClean software. “It Swiss Post verfolgt einen äußerst proaktiven Ansatz bei der digitalen Innovation, und dies wurde in der Grundstücksverwaltungsabteilung sehr gut verdeutlicht, wo Dienstleistung auf Anforderung im Facility Management eingeführt wurde. Jetzt gibt es eine weitere Entwicklung mit IntelliClean – einer digitalen Lösung, die von den Reinigungskräften selbst eingesetzt wird.

Cleaning in the Digital World - November 2018 | ECJ | 10

reinforces the perception of the customer that we are an innovative and advanced employer,” he explained. “They also appreciate the transparency of the services provided and that also applies to cleaning as a key component of quality control.

“We like the fact the customer has access to all information and there is the option for them to control cleaning frequencies – the opportunity to reduce costs is an important selling point. The efficiency benefits are clear, and it is also an advantage to offer a system like this to differentiate us from other companies in the market.”

As IntelliClean develops, Brechbühl would like to see all relevant data available via one tool. “We would prefer to have as few interfaces as possible,” he concludes.

La Swiss Post ha un approccio estremamente proattivo verso l’innovazione digitale e ciò è stato ben illustrato nel dipartimento degli immobili, dove il “Servizio su Richiesta” è stato introdotto nei servizi alle strutture. Ora c’è un ulteriore sviluppo con IntelliClean – una soluzione digitale per l’utilizzo da parte degli addetti alle pulizie stessi.

ONLINE PLATFORMS

Disruptive business models Housekeep is an online platform which is currently disrupting the home cleaning service market in London. ECJ editor Michelle Marshall speaks to its founder and ceo Avin Rhabheru about his business model, and his plans to enter the commercial cleaning market this year.

Founded three-and-a-half years ago Housekeep is a platform that takes the process of booking domestic cleaning services online. Currently serving the London area it is disrupting the home cleaning services market and its founder Avin Rhabheru has ambitious plans for its growth.

Rhabheru was a venture capitalist and angel investor when he decided to seek opportunities to start his own company.

He had solid experience in scaling businesses and through his connections from that time he has secured the backing of top investors who also offer him the full spectrum of their expertise. “What they liked about our business model,” explains Rhabheru, “was that this is a very big potential market, it’s very fragmented, and we are offering a subscription service.

Our investors are backing the size of the opportunity and the team that can make it work.”

Having raised over €1 million from top venture capitalists and angels Rhabheru and his team scaled the business rapidly to over 10,000 subscription clients and more than 1,000 cleaners. Monthly growth has been 10 per cent since the company was founded and Housekeep is

now profitable, turning over more than €15 million. As a business operating online it relies on customer reviews and it has over 125,000 five-star, with a 70 per cent Net Promoter score. It is already the largest provider of house cleaning services in the UK, with just 0.5 per cent market share.

So how does the business work? Eighty per cent of Housekeep’s revenue comes from clients who have a weekly clean.

“One-off cleans are not really worth the effort for us,” Rhabheru explains. Customers book cleaners, manage their account and pay online, paying a simple price per hour. They keep the same cleaner for every visit and all cleaners are vetted and background checked. The customer has full control of the cleaning schedule and can send special instructions via the cleaner’s app.

Easy to use Housekeep’s customers love the easyto-use online platform, however what matters most to them is still the quality of clean, trust and reliability says Rhabheru.

“Their feedback has confirmed that very strongly. Ease of booking and payment are further down the list of priorities so we must fulfil all their expectations.”

To do that, the workforce is key and Rhabheru understands how instrumental his cleaners are in building the business.

So he monitors very closely that they are happy in what they do. “We aim to improve the lives of our cleaners when they work with us,” he explains. “They earn more than other domestic cleaners and they benefit from better levels of support.

We seek their feedback on a regular basis and we have found their highest priorities are support from headquarters, respect and flexibility.”

The cleaners also make full use of the online platform. Each selects when they want to work and based on their availability the system creates a schedule of both regular and one-off cleans. The best route for the cleaner to take to that day’s jobs is then generated automatically so the

schedule is as time-efficient as possible.

“Every cleaner works via our app which offers all manner of different data and information,” continues Rhabheru. “They manage their whole day, billing is triggered which each job has been completed and a feedback email is sent to the client.

“Working in this way gives us total transparency, as we can also track the progress of each cleaner. That’s a key benefit for both parties.”

As with all cleaning businesses, one of the key challenges is staff turnover, which is fairly high. “Some housekeepers simply leave, some don’t get high enough ratings. We rely on ratings and the system triggers alerts when cleaners are getting low scores from customers.” There is no official training programme.

Housekeep’s target is to reach a turnover of €113 million through domestic cleaning only, just in London. However Rhabheru is intent on building a much bigger business and he has already decided his next steps. “We will now expand to new cities and we will start to offer commercial cleaning services.”

He continues: “Small business owners, for example, often don’t want to bother having a specification and a contract for cleaning. Our cleaners sometimes have plenty of time between appointments and they could find a batch of jobs close to each other so they can walk between each one. That’s highly possible in London.”

Commercial ambitions There’s also potential to work with contract cleaning companies operating locally he believes. “Some cleaning companies are experiencing challenges we may be able to help with using with our technology. For example we can turn on a postcode and source cleaners fairly quickly. We could work alongside contract cleaners, for example, to provide cleaners to fill in jobs at certain times.

“It’s the same cleaner base, same technology, with local digital marketing. Could Continued page 12

Cleaning in the Digital World - November 2018 | ECJ | 11

ONLINE PLATFORMS Disruptive business models (continued) the big companies work with us to make their core business more efficient? So we may have cleaners who do both house and office cleaning…”

As far as its own operation is concerned Housekeep sees small offices, shops, estate agents, etc as key target markets. “We can manage clients with multiple sites, we do have that capability,” Rabheru says. “We can also change billing to weekly/monthly for example – we could also issue invoices rather than insist on online payment.” He adds some office cleaning is already being booked via its existing online platform.

“Potential customers are easy to identify,” concludes Rhabheru. “What we must do is differentiate ourselves based on the quality of clean as well as the online technology benefits we offer.” www.housekeep.com Housekeep est une plateforme en ligne qui a causé des remous dans le marché des services de nettoyage résidentiel à Londres. Michelle Marshall, rédactrice en chef d’ECJ, s’entretient avec son fondateur et directeur général Avin Rhabheru sur le modèle de gestion de cette entreprise et sur son intention d’entrer sur le marché de la propreté commerciale cette année.

Bei Housekeep handelt es sich um eine OnlinePlattform, die gegenwärtig für Wirbel auf dem Markt für Hausreinigungsdienste in London sorgt.

Die ECJ-Redakteurin Michelle Marshall unterhält sich mit Gründer und CEO Avin Rhabheru über sein Geschäftsmodell und seine Pläne, in den Markt der kommerziellen Reinigungsdienste einzudringen.

Cleaning in the Digital World - November 2018 | ECJ | 12

Housekeep è una piattaforma online che sta attualmente sconvolgendo il mercato dei servizi di pulizia domestica a Londra. La redattrice di ECJ Michelle Marshall intervista il suo fondatore e direttore generale Avin Rhabheru per sapere del suo modello aziendale e i suoi piani per penetrare il mercato del cleaning commerciale quest’anno.

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Take the SmartView to Connect with Your Future Smart cleaning is becoming a priority. Managing your financial resources to achieve improvements through increased productivity - with both people and machinery - is vital to be competitive and profitable.

Connectivity and full integration are bringing the fundamentals of the cleaning process together in ways that are enabling far more precise analysis.

This is effective in overriding the island mentality, whereby different aspects of your business might view themselves and their role in isolation.

These can pull against each other to the detriment of your performance as a whole, with problems remaining hidden and unresolved.

Getting a consolidated and focused view of your overall business has always been a difficult task. However, connected digital technologies are rising to the challenge and completely changing the way the cleaning industry does its business, providing exciting new ways to deliver your value proposition, measure the benefits of your operations, and manage your services. In effect they are enabling cleaning companies to develop into facility management companies; where a customer may choose them because they provide a range of services which previously might have been unavailable completely from one company.

Customer value is the key. Delivering more efficient cleaning processes is the core of success, involving daily analysis of the entire cost of cleaning

from labour to supplies, to quality and capital. This enables you to monitor your assets and aim for the lowest total cost of ownership and spend management. With tight margins and consolidation the biggest challenges - the cheapest option does not always deliver the biggest savings. You will always have competitors who cut costs and deliver their service cheaper.

Differentiating on value creation and delivery is the only sustainable competitive advantage. The best way to achieve this objective is through innovation.

standards, while lowering the cost of cleaning and hygiene programmes.

With all information and relevant data in one place, you can move from reactive to proactive, and even predictive - which opens up even more exciting possibilities for the future.

However, what is certain is that for anyone currently using this technology it is initially a leap of faith, quickly confirming long-held operational truths - but also revealing issues that are opening up new lines of thought, innovative solutions and opportunities to create value.

The platform for success Diversey’s IoC platform enables total transformation of your cleaning and hygiene operations. Through data analytics, complete insight is possible into operations, dosing, compliance and machine performance. Inputs– from sensors, machines, people, video streams, maps, newsfeeds, and more– are digitised and placed onto networks. These inputs are integrated into systems that connect people, devices, business processes, data and analytic tools to enable new customer value through collective awareness, enhanced productivity and services.

The IoC platform features a digital portal and intuitive dashboards where users can review data and trends. This quantifiable information offers valuable, real-time insight, into operations, delivered in easy and quick to interpret KPIs. This in-depth insight allows you to improve your qualitative

As Marcel Müller, Portfolio Manager Machines at Diversey, describes: “There is a requirement for openness from our customers to start their journey, especially in how they approach their data. We go on a learning curve together. At the beginning you see things you haven’t

Marcel Müller Portfolio Manager Machines, Diversey

seen before and there is a hierarchy of actions you should follow to transform this data into real efficiencies that will ultimately control your workflow.”

not leave a certain area; to confirm batteries are charged and the levels of machine usage, with an awareness of crashes to ensure proper safety on site.

Enjoying an all-round view

Clean benefits

Two key IoC technologies are delivering Diversey’s vision.

SmartView - a cloud-based platform gives managers an overview of their operations: from inventory and quality control to floor care machine tracking.

This is alongside smart dosing and dispensing systems that remotely display the rate of usage of their hand soap and chemical dispensers.

SmartView is a unique mobile communication platform that provides complete visibility and control within your operation to guarantee excellence in customer satisfaction.

It delivers service performance improvement, with a range of realtime management and reporting features for interdependent cleaning teams in the facility management, hospitality and healthcare industries.

There are many benefits from adopting this technology. SmartView drives improved interdepartmental communication and will optimize your performance to make you faster, more cost effective and sustainable which subsequently helps meet your customer’s needs. Administration is significantly reduced - with a substantial efficiency improvement of up to 20% for supervisors, and 5% for cleaners achievable.

Marcel Müller contends: “SmartView offers flexibility and ease-of-use, which makes it ideal for supporting proactive service delivery. A new view on service is possible, with managers getting fresh and different perspectives.

Remote monitoring allows for issues to be anticipated and managed proactively, reducing downtime.” He goes on to stress that: “Integration is key and we will have everything under one umbrella next year. There will be just one log in – with adaptations of technology throughout the industry.

To enhance the process of integration and data collection we have a new dashboard and graphics available.”

IntelliTrail is a web-based GPS machine tracking solution that enables operators to locate, monitor and manage a fleet of machines easily and cost effectively. This innovation improves productivity and increases value for cleaning operators, while providing total visibility of assets.

IntelliTrail data allows a manager to know the location of all floor care machines, to make sure they do

The system confirms accomplished tasks - such as rooms visited – and data is available anywhere and at any time. It provides feedback on delivered services and insight for individual training, in benchmarking service levels, enabling standardised quality delivery and in maximising asset use and activation.

Delivering the same benefits of speed, cost and sustainability, IntelliTrail’s Complete Fleet Management lets you to track all your assets, whether these are state of the art Diversey TASKI machines or third party equivalents; sweepers, vacuums or other important assets. Similarly for compliance and complaint management and in performing quality checks. IntelliTrail minimises supervisor visits as data is available everywhere at all time and replaces paperwork with low energy smart devices. All of which will provide impressive savings of 20-30% or more on your fleet’s financial efficiency.

A connective partnership Marcel Müller confirms: “Connectivity improves safety and hygiene.

Diversey’s all-round solution is used in all industry sectors and the tools have so many values in minimising downtime. For example, a hospital can be 100% sure every room has been cleaned as it should be. We undoubtedly offer something unique:

no other offer is comparable. KPIs are important but SmartView and IntelliTrail move beyond this to give a full picture.”

Integrating a customer’s view is a process of simplifying to enable amplification throughout their business. Depending on customer feedback, the Diversey solution is tailored via a consultative approach; a partnership with customers to ensure they get exactly what they want. It also reflects and is responsive to the rapid changes in smart technology that are occurring. Marcel continues: “These technologies will be impacting the cleaning industry in ways that we have never imagined. It will revolutionise the way we clean and how we measure the outcome of it.”

In particular he is keen to stress that Diversey and their customers are both speaking the same language. “We listen to customers’ difficulties - it’s an open conversation. They trust in our experience and expertise, and have confidence in us as people to deliver as well as in our tools and tailored solutions. The modular set-up allows for these customised solutions that grow with the client’s evolving needs and expectations. We are winning customers with differentiated service delivery; retaining them by sharing data; and partnering them on their exciting journey of improvement and toward sustainable business success.”

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MOBILE TECHNOLOGY

The role of the smartphone Practically everyone today has a smartphone, and these ubiquitous devices are used for everything from communication to game-playing and informationgathering to navigation. But how far have they encroached on to the world of cleaning, asks Ann Laffeaty?

Glance around any train carriage, shopping centre, bus, street or waiting room and at least half the people you see will be interacting with their smartphone.

Some will be listening to music while others will be playing games, watching video clips, visiting social media sites or communicating with friends.

It has also become second nature for us to use our phones as information resources and as a navigational aid. So it comes as no surprise that they are increasingly being tapped into by companies in a bid to improve their working systems.

The cleaning industry is no exception and the smartphone is now being used for various applications such as staff and machine tracking. High pressure cleaner manufacturer DiBO uses a track-andtrace system to allow machine owners to pinpoint the exact location of a trailer via a smartphone, for example. This also enables company managers to remotely view faults, see the history of driven routes and monitor the machine’s working hours.

Meanwhile, Fimap’s My.Machine app provides product and operational information via mobile devices. And Telelog offers mobile applications for staff tracking, lone worker protection and service auditing via a smartphone at the client’s site.

As “smart buildings” become increasingly common, one company has even come up with an air fragrancing system that can be operated via a smartphone.

SMW’s Smart Scent diffuser comes in a

CleverScent version that can be operated and controlled directly from a mobile phone app using a Wi-Fi connection says operations manager Clément Janin.

“The app allows the cleaner or facility manager to turn the machine on or off and adjust the diffusion intensity from one per cent to 100 per cent depending on the size of the room you need to scent,” he said. “It also allows you to programme the required operating days and hours in advance and it provides access to consumption tables, troubleshooting tips, FAQs and supporting tools that can be helpful for cleaning companies and maintenance staff.”

According to Janin the app is particularly user-friendly and may be operated by both the service company and the end-user.

“We sell the scent diffuser through our distributor network and it is for them to decide if they want to allow their clients to control the machine or keep control of it themselves.”

The app is currently designed for use with the company’s 80 ml fragrance oil refill but SMW wants to develop smartphone applications and remote control systems for all its future scent diffusers.

The advantage of using a smartphone is that it can make installation and maintenance both easier and faster, he says.

Familiar with digital devices “Since it is important to find the right scenting level whenever a new machine is installed, service company staff are able to increase or decrease the fragrance diffusion intensity from their own office without having to visit the client again,” said Janin. “They can also carry out maintenance work remotely - for example, they can check whether the machine is on or off and ensure that it is only working during the predetermined hours.”

According to IPC communications manager Gabriella Bianco there are a whole host of cleaning tasks that can now be monitored via a smartphone or tablet.

“Cleaners have become more familiar with digital devices via their daily use of smart-

phones, and this can easily cross over into their cleaning activities,” she said.

“For example they can check what to clean, what to refill and what needs replacing – such as rubbish bags, for instance – via a tablet or a mobile connected to sensor devices. Indoor positioning systems can also pinpoint the location of people and objects via sensors linked to smartphones. And mobiles are also useful from a security point of view: if someone breaks into a warehouse, sensors will detect this and the facilities manager will receive a text alert about the break-in.”

Greater control Another manufacturer using smartphones and tablets in its systems is Essity. The company’s Tork EasyCube facility management software provides cleaners and managers with real-time information on cleaning and dispenser refill needs via connected devices. These are continually monitoring visitor traffic and dispenser refill levels.

The main advantages of Tork EasyCube is that it gives cleaners and managers greater control over the workplace while making cleaners’ lives easier and allowing them to become more efficient and productive, says European marketing manager Anna Konigson Koopmans.

“We upgrade our offer several times a year and we’ve formed a partnership with Microsoft to allow us to leverage the power of big data and cloud computing,” she adds.

But what are the challenges associated with the use of a smartphone by cleaning staff? For example, should they use their own phones at work, or be equipped with devices lent to them by employers? If they use their own phones, will data charges be an issue? And will they be tempted to check their own personal messages and even their social media channels when they should be working?

Software developer Telelog concedes that these points all need to be addressed.

Continued page 18

Cleaning in the Digital World - November 2018 | ECJ | 17

MOBILE TECHNOLOGY The role of the smartphone (continued)

Telelog offers mobile applications for staff tracking, lone worker protection and service auditing via a smartphone.

“When dealing with a remote workforce you cannot ensure that all staff will have a smartphone or access to the internet,” she said. “And if they do – and you dictate that cleaners must use an app via their private phone - there may be some mobile contract expenses to cover which are hard to quantify.

“Also, when customers witness members of the cleaning staff checking their mobile phones on site this might be construed as a sign of low productivity.”

Essity works around this issue by promoting the uses of company tablets in place of smartphones. “These become work tools that are designed to help employees carry out a better job, so our customers make sure that all staff members have a tablet they can use,” said Konigson Koopmans.

“This can either be purchased by the customer themselves or bought from Essity together with a tablet holder.

“This tablet can then be locked in place on the cleaning trolley where it is always available to hand. And it can be set to constantly display the relevant cleaning plans and real-time information via the Tork EasyCube application with all other surfing options disabled.”

Werner & Mertz offers a mobile tool that allows customers to calculate their CO2 Quels ont été les effets de la révolution du smartphone sur le secteur de la propreté ? Les agents de nettoyage sont-ils devenus plus ouverts aux solutions technologiques par le fait d’être familiers avec le smartphone ? Utilisent-ils leurs propre portables, ou des appareils qui leurs sont prêtés par leurs employeurs ? Et quels sont les types d’applications qu’ils utilisent pour les aider dans leur travail ?

savings when using the company’s products. The green-Effective Performance Calculator can be used on a smartphone, tablet or laptop says sustainability manager Christopher Luening.

“Most people nowadays have access to a smartphone and these devices have become part of our daily lives,” he said.

“This makes it a natural location for storing information. Taking the speed and ease of use of the cellphone into the equation we see that it offers many benefits over traditional folders or standard web applications designed for PCs.”

Ownership issues Whether cleaners use their own smartphones or devices supplied by the company largely depends on the rules set down by the employer, he says.

“Memory on existing smartphones is limited, and this can be a problem when storing large videos and documents,” he said. “But by keeping document and file sizes at the lower end of the spectrum and by using a high degree of compression we have been able to achieve a reasonable usage of data. And we have built in a very fast QR code reader into our app.”

The ownership of smartphones used in SMW’s remote diffusing systems is at the company’s own discretion says Clement Janin. “However we think in the future, companies will provide dedicated smartphones or tablets to their staff,” he said. “As for our own app, this has been In welchem Maße wirkt sich die SmartphoneRevolution auf die Reinigungsbranche aus? Stehen Reinigungskräfte technologischen Lösungen offener gegenüber, weil sie mit Smartphones bereits vertraut sind? Benutzen sie ihre eigenen Handys, oder erhalten sie sie leihweise von den Arbeitgebern? Und welche Arten von Apps verwenden sie zur Unterstützung bei ihrer Arbeit?

Cleaning in the Digital World - November 2018 | ECJ | 18

developed to pilot machines remotely which means the data usage remains low compared with other apps and this does not become a problem.”

Companies are convinced that the use of smartphones in cleaning will only grow in future.

“We believe that digital devices will become as natural work tools as a cleaning trolleys,” said Essity’s Anna Konigson Koopmans. “They will become indispensable for knowing what is needed, when and where. We also foresee that many more data sources will become available and these will allow staff to carry out their work in a more efficient way.”

There is definite demand for increased use of connected devices both from the market and from clients, adds SMW’s Clement Janin. “There is a rapidly-growing need for connected products and dedicated smartphone apps which will bring the benefits of easier maintenance and lower service costs.

“Meanwhile these apps will make the lives of cleaning and maintenance staff easier and will improve the perception of the industry.”

He believes most products needing regular maintenance will adopt smartphone or remote management apps in the future.

“Cleaning and air care products are already one step into the information age, and this will become one of the main trends in the cleaning industry of tomorrow.”

Fino a che punto la rivoluzione degli smartphone ha influito sul settore del cleaning? Gli addetti alle pulizie stanno aprendosi alle soluzioni tecnologiche perchè hanno già familiarità con gli smartphone? Utilizzano i loro telefoni o hanno un telefono prestato dai loro datori di lavoro? E che tipi di app utilizzano per aiutarli nel loro lavoro?

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ROBOTICS

The robot evolution Too expensive, too limited and not fully autonomous – these were the general criticisms of contemporary robot cleaners when we last ran an ECJ Cleaning in the Digital World supplement two years ago. How far has this picture changed, asks Ann Laffeaty.

It was a little more than 20 years ago when the idea of an autonomous cleaning machine first gathered traction.

Electrolux introduced a robotic vacuum cleaner In 1996 with some success.

However, early models had a tendency to collide with walls, stop short of objects and leave areas of the floor uncleaned.

Then in 2002 came the iRobot Roomba which was capable of changing direction when encountering an obstacle and could also detect dirty spots on the floor.

The market began to expand and soon a wide range of autonomous vacuums, scrubbing machines and mopping systems began entering the market. July this year saw the launch of Singapore’s first fully autonomous cleaning robot: the Scrub 50.

This state-of-the-art model is equipped with laser detectors, cameras and sensors to prevent it from bumping into people and objects.

The Scrub 50 takes just 130 hours to complete tasks that would take a human cleaner 300 hours according to developers JTC, WIS Holdings and Gaussian Robotics. It can sense when its battery or water supply is running low and direct itself to a refilling and docking station.

And future models may be programmed to say ‘excuse me’ when moving into someone’s path.

But this level of sophistication seemed a long way off when we last ran an ECJ Cleaning in the Digital World two years ago. Key industry players in Septem-

ber 2016 indicated that contemporary machines required significantly more development to make them truly viable.

Kärcher’s opinion was that professional robot cleaners required around four times the investment of a comparable scrubber dryer, and that most machines were only really viable in large, unobstructed areas due to safety and autonomy concerns.

“This is not the case anymore,” said the company’s head of floorcare product management Marco Cardinale speaking this autumn. “At Kärcher we have focused on the challenges of smaller, congested and cluttered areas when developing our KIRA autonomous scrubber dryer platform. We believe ourselves to be the only company with a clear focus on this.”

There has been a slight decrease in the cost of robot cleaner components since 2016 says Cardinale, while significant strides have been made in terms of autonomy. The company’s KIRA B 50 scrubber dryer will work autonomously for an entire shift before approaching its docking station independently. Like the Scrub 50 it will also discharge the soiled water and clean its tank before filling up again and recharging its batteries.

“The key feature of this machine is that it calculates the remaining cleaning time and only charges the storage battery for as long as it needs to complete the task,” said Cardinale. “The lithium-ion batteries have a memory effect which means partial charging will not have a negative impact on the batteries’ capacities or service life.

Attractive price “And our machine is priced attractively because the docking station allows the customer to use a small machine to cover big areas instead of buying an oversized, expensive machine.”

In 2016 Kärcher claimed that a key challenge lay in the smart link-up of various technologies – and that this called for high performance software. The company is now making good progress with its software development, says Cardinale. “We are confident of launching a competitive

and ready-to-market package in 2019,” he said.

Safety and reliability remain the key challenges when developing cleaning robots, he says. “Existing solutions have limitations in certain environments which means that either the environment needs to be prepared or the robot needs to be adapted,” he said.

Wider context “A further challenge lies in anchoring robotics within the larger context of digitalisation and understanding robotics as a part of building services. Digitalisation in cleaning means more than simply connecting machines via the Internet: it refers to the connectivity between processes and technology which is designed to make processes more efficient.”

He feels the market will move further in this direction over the next two years.

“Robotics and automated solutions are currently on the rise everywhere and the debate about the effects this will have on the human workforce is omnipresent,” he said. “Studies predict a growth in the robotics market worldwide and statistics show an increasing acceptance.

“Collaborative robots are already here driven by the production and assembly industries. But there is a rise in customer demand for new solutions that reduce the total cost of cleaning which means that market volume will increase and people will see more cleaning robots than in the past.”

The opinion of Diversey was similar to that of Kärcher in 2016: robots were unsuitable for use in heavily congested areas and their price needed to be balanced against the value they could create.

“Technology has made huge strides since 2016 due to smarter software and new sensor technology,” says Diversey’s marketing manager for TASKI machines and robotics Marcel Muller. “Meanwhile, an additional factor that has gained prominence is the total cost of ownership.

Continued page 22

Cleaning in the Digital World - November 2018 | ECJ | 21

ROBOTICS The robot evolution (continued) Under this consideration robots still offer the most positive impact in large, open environments rather than in small, cluttered areas.

“However, the value that a robotic solution can unlock has dramatically increased compared to 2016. This is due to factors such as more advanced technology and a better understanding of how to integrate a robotic solution into a cleaning operation.

“And the clear trend of labour shortages - partly as a result of ageing populations is driving forward the expansion of these robotic solutions.”

Among Diversey’s latest models is the new TASKI Swingobot 2000 which combines 2D Lidar sensor technology with the ability to clean large areas based on high water and battery autonomy. It is connected to the cloud for full visibility and remote updates.

In 2016 Diversey claimed that the chief role of robots was to complement the human workforce and provide an extra tool for cleaners. “When we look back on our original vision - that our autonomous solutions would be 100 per cent safe and work in collaboration with the human workforce - we now see that this vision has become a reality,” he said. “Robot cleaners give the workforce more time for other tasks such as washroom and surface cleaning.”

More demand And he feels that the demand for robotic solutions will increase over the next two years. “At Diversey we are continuously improving our offering based on customer needs,” said Muller. “It is always about ‘the next thing’ and our organisation is well prepared for the challenges of the future.”

ICE concurs that cleaning robots were not suitable for every floor space two years ago. “However, today’s robotic scrubber dryers can not only safely clean in open areas, but also in environments where people are constantly walking around - demonstrating total obstacle avoidance and safety,” said marketing director Julie Kitchener.

“Costs are still typically higher than for traditional scrubber dryers, but automating cleaning is about offering flexibility along with cost savings and La dernière fois que nous avons publié le supplément Le Nettoyage dans un monde numérique il y a deux ans, nous avons interrogé des entreprises et fabricants du secteur de la propreté sur la viabilité des robots. Selon leur avis général, les machines de nettoyage automatisées ne seraient viables que sur de grandes surfaces libres d’obstructions, et cet équipement nécessiterait des investissements prohibitifs. Dans quelle mesure cette position a-t-elle évolué ?

improved standards.”

ICE has launched a new automatic machine – the Robo 3 – since our interview two years ago. “The Robo 3 has eight sonic bumper sensors plus a precise navigation system and flashing warning lights for enhanced operator safety,” said Kitchener.

Mapping out a site would take around an hour with the company’s previous model, the Robo 2. “The Robo 3 can chart a facility’s cleaning zones in just one minute,” she said. “It can also drive itself to the start point and clean multiple areas during one cleaning cycle.”

She says the market has shifted significantly during the past two years.

“We are now seeing a real cultural change and a wide interest in automation and all it brings,” she said. “We know that the technology is available and is reliable, so it’s simply a case of application and acceptance.

“For example, we are seeing an increasing appetite for climbing robots for window cleaning and for use on the external surfaces of high-rise buildings, providing a huge opportunity from a health and safety perspective. Any repetitive or dangerous tasks will be naturally taken care of by machines, leaving humans free to concentrate on the jobs that require leadership and decision-making.”

According to Kitchener it is no secret that the cleaning industry has been slow to accept robotic solutions. “However, you only have to look at the difference between Interclean 2016 and 2018 to see how the industry is now getting behind robotic equipment,” she said.

“Acceptance from cleaning staff can still be a challenge, but we have found this is not an issue once the machine is on site and staff understand how it can enhance their role.”

So how will the market develop over the next two years? “Now that we can clean complex floor areas quickly and efficiently there’s the issue of interaction and user interface to consider,” she said. “The next step is to utilise computers to provide a huge amount of management information as part of the Internet of Things.

“The remote management of automated machines is already possible and an Im Rahmen unserer letzten Ausgabe von „Reinigung in der digitalen Welt“ vor zwei Jahren befragten wir Reinigungsunternehmen und Hersteller nach der Realisierbarkeit von Robotern. Der Konsens schien zu sein, dass automatisierte Reinigungsmaschinen nur in großen Bereichen ohne Hindernisse einsetzbar und aufgrund des hohen Investitionsniveaus jedoch nicht praktikabel seien. Inwiefern hat sich diese Position geändert?

Cleaning in the Digital World - November 2018 | ECJ | 22

invaluable feature of automated cleaning.

But this will inevitably evolve to provide an even deeper level of information.”

Like other companies, services provider Atalian Servest believed cleaning robots to require a certain level of manual intervention when we spoke to them in 2016.

Some way to go “They still have some distance to go in terms of advancement,” says managing director cleaning Sean Fisher. “We are constantly monitoring the market and there has certainly been progress. But the machines are still not hugely commercially viable and they still require a certain amount of manual intervention to operate effectively.”

He says there is a market need for a small robotic floor scrubber for use in compact retail environments. “I am aware of at least one supplier who is building one as we speak, which is hugely exciting,” he said. “We have seen a demand for this type of solution from forward-thinking businesses that are constantly looking for ways to offer more effective services and products.

“As a service provider we’re keeping a close eye on what’s available so that we can create the best offering for our customers.”

Atalian Servest currently uses robotic solutions at some customer facilities including shops, smaller distribution centres, airports and healthcare environments.

“We’ve had great feedback from the team and a positive response from customers,” said Fisher.

However, it is not always easy to change clients’ perceptions, he said. “For example, robotic solutions can be used when customers are on site - but the challenge lies in persuading them to accept this,” he said.

“A lot of our customers have tackled the issue head-on after careful conversations and planning.”

He believes that robotics will have a significant place in tomorrow’s cleaning world. “There will always be a certain requirement for cleaning teams on the ground, but data will be key,” he said. “It’s about tracking teams and harnessing the data to provide the best possible service.”

L’ultima volta che abbiamo pubblicato Cleaning in the Digital World due anni fa, abbiamo chiesto alle imprese di pulizia e ai produttori il loro parere sull’efficienza dei robot. L’opinione dominante era sembrata che gli addetti alle pulizie automatizzati fossero efficienti solo in aree di grandi dimensioni e libere da ostacoli e che richiedevano un livello di investimenti troppo alto per essere fattibile. Come è cambiata questa opinione?

INTELLIGENT BUILDINGS

Smarter facilities management Smart buildings, Internet of Things – both now familiar phrases to most of us. Their potential impact on how building services such as cleaning are delivered is still uncertain.

What’s not in dispute however, is that the implications for facilities management will be far-reaching, and now global technology corporation Microsoft is exploring the possibilities to become involved in the sector.

David Williams, business architect for the Microsoft Digital Applied Innovation Team talks to ECJ.

Across the globe, everyone is familiar with the Microsoft brand name, usually through the Windows operating system.

The company is now much more than a software business however as David Williams, Business Architect for its Applied Innovation Team explains. “Microsoft is now a cloud-based company. Our currency is data. We help customers to either make money out of their data, or to improve their business in some way. And we fight for the privacy of that data.”

Having built the Azure global cloud platform Microsoft is now interested in helping businesses to gain insights from the data in buildings.

buildings every day. “Functions such as heating, ventilation, cleaning and other facilities services are the most expensive running costs in buildings. We at Microsoft are not just focusing on the technology but on building platforms that are relevant and that create real solutions.”

Cleaning is an interesting area for Microsoft as it is a cost in any large building, and a very clear cost. “How to measure what a clean building is, how it impacts on how people are performing, improving the experience of people within a building – those are the areas we are focusing on. And data is the currency here – historically that data was very expensive, and not very long ago. Now it’s much more affordable and worth exploring.”

Williams gives the example of a typical office building. “Within that building there is a great deal of equipment, which is all producing data. In a new building there will be a data management system generating data. We take that and analyse it, looking closely at any problems. We can quickly make basic savings.

Most used areas “Then we use analytics tools to go further. We build up a map of which areas people are using. For example why heat or clean areas that are not even being used?

Wifi and infrared sensors can provide us with the data we need, along with apps people use to book meeting rooms, room access codes, etc. A very accurate picture can quickly be built up of the most used areas.”

He continues: “ Our theory is we can use

data to explore cleaning as a service. We identify exactly what areas need cleaning.

Then the client pays for what has been serviced, a more on-demand approach.”

And data generated by buildings can be shared and used across different functions Williams believes.

There are numerous opportunities for using smart technology as part of the cleaning and hygiene function within buildings, he says. “Let’s look at hand washing for example. Microsoft developed the X-Box so we have a great deal of expertise around gamification, the application of game design elements and game principles in non-game contexts - which could be one route to engaging washroom users and inspiring them to wash their hands.

“Or how about monitoring who is not washing their hands and then sending them a polite private SMS or email to prompt them? This could lead to more targeted training, and again a reduction in costs.”

Another possibility is the digitisation of cleaning trolleys.

“This could be applied to monitor how much cleaning chemical is being used as the cleaner works their way around the building for example,” explains Williams. “We would gather data on how much is being used, whether the correct dosage is being used, analyse trends.”

Accurate forward planning It’s this practical, useful application of smart solutions that makes prediction and forward planning a reality and which can then lead to more accurate budgeting emphasises Williams.

“Our over-arching objective is to use data as effectively as possible, to help our customers and partners be smarter in all aspects of building management.”

Most expensive costs “As a company we have many of our own buildings worldwide, which we manage on a daily basis,” continues Williams. “so we ourselves have challenges in terms of FM and cleaning.”

At the Microsoft headquarters in Richmond, Washington, USA for example there are 140 structures on the site and 65,000 people going in and out of those « Immeubles intelligents » et « Internet des objets » sont aujourd’hui des concepts connus de la plupart d’entre nous. Leurs conséquences pour les activités de multiservices sont nombreuses, à telle enseigne que la société technologique mondiale Microsoft songe à s’engager dans le secteur. David Williams, cadre chez Microsoft, en parle à ECJ.

Intelligente Gebäude, Internet der Dinge – die meisten von uns sind inzwischen mit diesen Begriffen vertraut.

Die Auswirkungen auf das Facility Management sind weitreichend, und nun erkundet das globale Technologieunternehmen Microsoft die Möglichkeiten, in diesem Bereich aktiv zu werden. Als Vertreter des Unternehmens spricht David Williams mit dem ECJ.

Cleaning in the Digital World - November 2018 | ECJ | 24

Edifici Intelligenti e Internet delle Cose sono entrambi frasi ormai familiari per la maggior parte di noi. Le implicazioni per la gestione delle strutture sono di vasta portata e al momento la multinazionale Microsoft sta esplorando le possibilità di un suo coinvolgimento nel settore. David Williams, di Microsoft, ne parla con ECJ.

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