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We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
News
For the second year in a row, ISS has been ranked the global #1 out-sourcing provider by an independent industry jury for The International Association of Outsourcing Professionals (IAOP).

Even a small team can make a big difference.

Those of us in the business of keeping office based customers happy have been helped over the last seven years by Leesman and their growing and readily available wealth of data on what people want from their facilities and office support services. 
Their ‘Rise and Rise of Activity Based Working’ report published earlier this year makes for interesting reading. Activity Based Working is about moving away from the traditional desk based approach and providing employees with purposefully designed settings to better support their different tasks. The report confirms some assumptions I had but also managed to challenge established ideas on how certain groups like to work. 

People who have the most varied roles tend to embrace Activity Based Working readily, no surprises there. What was surprising was that the youngest employees were the least likely to adopt mobile behaviour and to fall within the more sedentary profiles. This is at odds with the hyper-connected, remote working millennial image that’s come to be accepted, but may just reflect that our jobs become more varied over time and with more experience.

While this report and other research will inform the future design of workplaces, in facilities management our challenge is often to work with what we have and create the service that’s right for the customer today. When asked the key question ‘Which physical/service features do you consider to be an important part of an effective workspace and how satisfied are you with each?’ the top ten responses are consistent across the groups participating in this report and also across those organisations that form the Leesman + elite group of high performing workplaces. This top ten is all about the fundamentals – such as the availability of large and small meeting rooms, a clean office and a comfortable temperature in which to work.

The top ten physical/service features considered to most important to an effective workspace

1. Meeting rooms (small)
2. Desk 
3. Chair
4. IT Service/Helpdesk
5. Tea, coffee and other refreshment facilities
6. Meeting rooms (large)
7. WiFi Connectivity
8. General cleanliness
9. Temperature control
10. Noise levels

What was apparent to me from this list was that the right Office Services team can easily make a positive impact to seven out of the top ten things most important to office workers. We may not be able to create more meeting space, but the right system and booking protocols, utilisation tracking and good, proactive customer service will go a long way to ensuring that rooms are there when needed. General cleanliness and a comfortable temperature come down to getting the basics of facilities management right. It’s about having the right KPIs, knowing who to call and keeping customers informed and updated when things don’t go to plan. 

Making a real impact on this list doesn’t have to mean a large team. Our Office Services teams are often just 3 or 4 people supporting a property or space within multi-tenanted building and providing anything that customers need to be productive and stay focused. The key to their effectiveness is that they treat the internal customers as if they were visiting guests, and embed the front of house approach into the heart of the office.

The big topics in our industry are discussed at length and it’s easy for smaller organisations to feel overwhelmed by talk of big data, soft landings, activity based working and connected workplaces. At its essence though, helping people to do their best work when they’re in the office doesn’t have to be complicated. It’s about the taking ownership of the services we provide, understanding what people need and never compromising on customer service standards.

Keith Seymour is Head of Business Development for ISS Office Services.
@KeithASeymour

Find out more...

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...about how ISS Office Services is helping customers with every element of their facilities and support needs.

Keith Seymour - Head of Business Development, ISS Office Services.

Email Keith