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THE MAGAZINE FOR THE CONSTRUCTION INDUSTRY
BUILDING DESIGN &
CONSTRUCTION MARCH 2014
ISSUE 195
MARCH 2014 ISSUE 195
BUILDING
FOUNDATIONS WE TALK TO KATE MORRIS-BATES, ESTATES SERVICES PROGRAMME DIRECTOR, AND CHRIS DUNNE, CAPITAL PROJECTS MANAGER AT THE CO-OPERATIVE GROUP
PLUS DARREN BROWN, FACILITIES MANAGER AT NATIONWIDE BUILDING SOCIETY TALKS ABOUT CHANGING THEIR FM SUPPLIER
BUILDING DESIGN & CONSTRUCTION
SPOTLIGHT ON: SCOTTISH PROPERTY MANAGEMENT
GRANT & WILSON
SPEIRS GUMLEY
REDPATH BRUCE
ALSO INSIDE: ESSEX INSULATION |CURTIS MOORE | ALMEDA FACILITIES | LHC | IKEA | MILLER
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RETAIL, BANKING AND LEISURE: NATIONWIDE BUILDING SOCIETY
SMOOTH
CHANGE hanging over to a new FM supplier is never easy, particularly when you have a large number of assets. Nationwide Building Society’s Facilities Manager (South) Darren Brown works within the Property and Corporate Services Department that supports the operation of the Society from a property point of view. Having been involved with the transition of the FM service to Carillion, he reckons the relationship has gone relatively smoothly, saying: “Given the size of our branch network, if we had big
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problems with the service I would be inundated with complaints, which I am not.” The changeover occurred in April 2011 when Carillion, having had the contract to look after the Society’s administration buildings also took on its branches to consolidate the provision of FM services. LIFE CYCLE MAINTENANCE “It’s one of the biggest contracts of its kind in the industry,” states Darren. “Their responsibilities are planned maintenance under PPM schedules, reactive maintenance and we put investment through them for planned life cycle maintenance. We have a
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RETAIL, BANKING AND LEISURE: NATIONWIDE BUILDING SOCIETY
NATIONWIDE BUILDING SOCIETY CHANGED IT’S FM SUPPLIER TO CARILLION IN 2011. DARREN BROWN NATIONWIDE’S FACILITIES MANAGER (SOUTH) EXPLAINS HOW IT’S WORKING OUT
five yearly plan of life cycle replacement of big pieces of plant like air conditioning kits, water tanks and all sorts of building planned maintenance.” The change is being introduced as a relaunch of services to branches and the size of the estate means the relationship has to be very close, to the extent of a daily liaison and treating Carillion employees as colleagues in a true partnership approach where everyone has the same aims. That approach helped the arrangement bed in relatively quickly although, given the extent of the branch network, there were inevitably some hiccups. Those have largely been overcome by improved communication including Nationwide Branch Managers being able to contact their local Carillion Facilities Manager directly. Darren says: “It enables them to build a closer relationship and so, if branches have any delays or trouble getting faults fixed, the Branch Manager can call the local Carillion contact. That’s just coming into fruition and we are aiming to lift that service to a level where the relationship provides better satisfaction for branch colleagues.” CONSOLIDATION AND IMPROVEMENT Improvements to the service have also been achieved by appointing a new National Operations Manager within Carillion and consolidating the property, IT and ATM helpdesks into a single Nationwide Group Services telephone number referred to as ‘one call does it all’. All faults go
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through that number with options that include access to the Carillion helpdesk. Every fault that’s logged there is tracked through to solution and there are KPIs ranging from the speed of answering calls through to attending to compliance and performance against SLAs. Qualification of the asset register was undertaken by Carillion when taking over the branch estate contract to ensure Carillion were happy with the data. It’s now updated at each PPM check and the asset register plus the checks provide a basis for future actions. “If a piece of equipment is failing too often, we look to Carillion to make investment recommendations to replace it,” comments Darren. “That provides to our business a programme of life cycle investment. One of the terms in the contract requires them to save cost and contribute to our sustainability and carbon footprint by reducing
energy consumption. That’s achieved by how they operate our services and the choices they make in any mechanical investment.” Since 2010-11, Nationwide has reduced its carbon footprint by 9.6%, uses 25% less water and it diverted 83% of operational waste from landfill in 2012-13. That’s helped by the new arrangement and savings have resulted from Carillion’s suggestion to combine taking energy meter readings with conducting monthly tap water temperature tests, avoiding an extra visit and inconvenience for each CONTINUED ON PAGE 164
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RETAIL, BANKING AND LEISURE: NATIONWIDE BUILDING SOCIETY branch. External branch signs are now cleaned monthly by Carillion as part of its cleaning contract rather than a deep clean during the signage maintenance company’s half-yearly PPM visit, resulting in improved appearance and better value. Whilst M&E is Carillion’s main service, it provides branch cleaning through a contract with national company ICM. Darren says: “Carillion has a Cleaning Account Director to make sure ICM is following the process Carillion needs to ensure quality. There is a regular monthly audit by the local ICM monitor to check each Branch Manager is happy with the quality of cleaning and that score has to reach at least 85% to avoid an action plan.” There’s a separate arrangement for safety, with Northampton-based VSG providing installation and maintenance for CCTV and alarm panels. That’s included upgrading 250 branches to more sophisticated alarm panels that allow remote diagnostics, enabling inspections to be reduced from two to one annually, again minimising disruption to branch business. Another big focus has been on enhancing the experience for Society employees by improving facilities to support them. This has been helped by a separate contract in September 2012 with BaxterStorey. “They provide catering, hospitality and life style services to our main headquarter sites at Swindon, Northampton, Bournemouth and Dunfermline,” remarks Darren. “Compared to our previous supplier, they have brought a much better quality of products with their restaurant service and food, being very keen to stress the local sourcing of their food.
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“They have transformed the servery and the whole dining experience completely and it’s a tribute to them as specialists in their field and the management team I work with. In addition to catering, they have brought in the Nuffield Health charity that has introduced a branded and focused gymnasium service to our buildings in Swindon, Northampton and Bournemouth. In terms of contributing to our employees’ health and fitness, they are very passionate and dedicated.” Overall, Darren believes the new contractual arrangements have benefited Nationwide greatly: “The Carillion contract is very much settled in and there is a very good working relationship. But we are mindful of pushing that customer experience within the branch network so we can’t rest on our laurels.” www.nationwide.co.uk
BUILDING DESIGN AND CONSTRUCTION MAGAZINE
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RETAIL, BANKING AND LEISURE: NATIONWIDE BUILDING SOCIETY
“THE CARILLION CONTRACT IS VERY MUCH SETTLED IN AND THERE IS A VERY GOOD WORKING RELATIONSHIP. BUT WE ARE MINDFUL OF PUSHING THAT CUSTOMER EXPERIENCE WITHIN THE BRANCH NETWORK SO WE CAN’T REST ON OUR LAURELS.”
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