PUBLIC ADMINISTRATION

Transcription

1 PUBLIC ADMINISTRATION 63

2 Our experience purchasing real estate services from the competitive market has been very positive. The cooperation with ISS has worked well according to all our indicators. In general, putting out to tender has been beneficial Esko Eriksson Director of Real Estate The City of Jyväskylä Finland 64

3 65

4 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY City of Jyväskylä Facts Country Market segment Customer of ISS since 2000 Employees at customer 115 Finland Public Administration Customer sites 96 ISS employees on site Up to 192 (approx. 1-2 per site) Description The city of Jyväskylä, founded in 1837, is located in the lake district of Central Finland. The population is 132,000 which makes Jyväskylä the seventh-largest city in Finland. Jyväskylä is one of Finland s centres of growth. Special expertise can be found in the fields of paper manufacturing and paper machinery as well as energy production, environmental, information and wellness technology. Nanotechnology is one of the newest areas of expertise. Jyväskylä is also a city of education: every fourth passer-by is a school goer or a student. Service Mix ISS FInland delivers Property services, Cleaning Services, Catering Services, Security Services and Professional Services. What the Customer Says Our experience purchasing real estate services from the competitive market has been very positive. The co-operation with ISS has worked well according to all our indicators. In general, putting out to tender has been beneficial. Esko Eriksson, Director of Real Estate Account Manager Tapani Väänänen Regional Director Tel.: tapani.vaananen@iss.fi ISS Palvelut Oy P.O. Box 100 (visiting address: Rajatorpantie 8 A - Vantaa) ISS Finland Tel.: Contract History 2006 Catering Services added 2004 Security and Professional Services added 2000 Partnership began with Cleaning and Property Services 66 City of Jyväskylä

5 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY Hafnarfjörður Facts Country Iceland Market segment Public Administration Customer of ISS since 2011 Employees at customer 1,600 Customer sites 39 ISS employees on site 30 ISS Iceland ehf Austurhraun 7, 210 Gardabaer Iceland Tel.: Description Hafnarfjördur is Iceland s third-largest town, with just over 22,000 residents and is located just south of Iceland s capital Reykjavík. Hafnarfjördur s name simply means harbour fjord and refers to the excellent natural harbour. Service Mix ISS Iceland delivers Cleaning Services. Contract History ISS Iceland won the contract in January Account Manager Hólmfríður Einarsdóttir Branch Manager Holmfridur.g.einarsdottir@is.issworld.com ISS delivering Cleaning Services 67

6 Edith Cowan University (ECU) entered into a long-term contract with ISS Facility Services with the confidence that the partnership will lead to the development and implementation of innovative solutions in the delivery of Cleaning and Waste Management Services. ISS has demonstrated they have the motivation, commitment and systems to actively help ECU achieve its environmental goals related to Cleaning and Waste Services. ISS is implementing new technologies to better manage its services by delivering consistency in service delivery, achievement of service standards and management reporting. We are confident they will continue to partner with us on our journey towards innovation and environmental sustainability 68 John Hayes Manager Campus Services, Facilities and Services Centre Edith Cowan University Western Australia Australia

7 Photo courtesy of ECU 69

8 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY Edith Cowan University Western Australia Facts Country Australia Market segment Public Administration Customer of ISS since 2005 Employees at customer >2,000 Customer sites 2 ISS employees on site 26 at Joondalup and 37 at Mount Lawley campus Description Edith Cowan University (ECU) is a multi-campus institution that offers undergraduate and postgraduate courses in Perth and Bunbury, Western Australia. It was named after the first woman to be elected to the Australian Parliament, Edith Cowan, and is the only Australian university named after a woman. The university has over 24,000 students across three campuses, two in Perth and one in Bunbury. Service Mix ISS Australia provides comprehensive Cleaning and Waste Management Services to both ECU campuses at Joondalup and Mt Lawley. ISS is responsible for External and Internal Cleaning and also the provision of Washroom and Hygiene Services for the buildings and numerous campus facilities, ranging from the highly regarded West Australian Academy of Performing Arts to the School of Nursing and a new engineering building focused on the construction of motor racing cars. The ISS Cleaning Excellence Programme has been fully implemented, resulting in robust environmental and sustainable benefits such as a reduction in water and chemical use. ISS Australia and ECU are working towards implementing a Waste Management Strategy that will work over the term of the contract towards capturing and measuring quantifiable data to validate amounts of reduction of recyclable materials sent to landfills. ISS Australia and ECU are currently finalising plans to re-engineer night cleaning servicers to day cleaning services, thus reducing the reliance on electricity for night lighting. Contract History ISS Australia has provided Cleaning Services to the university since 2005; ISS has recently been awarded a ten-year service agreement, the first of its kind in Western Australia, with a view towards streamlining Cleaning and Waste Services into a complete single service solution. ISS Australia has become a long-term partner with ECU, rather than simply a service provider. ISS goal for this service agreement is to help the university meet itss environmental sustainability and Cleaning KPI s and making the community a safer, cleaner, socially responsible environment for everyone students, visitors and staff. ISS cleaners are trained and engaged to understand the long-term benefits of sustainable Cleaning and Waste Management practices. ISS Australia has significant demonstrable best practices and intends to take ECU into a service delivery standard unmatched in Australia. 70

9 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY What the Customer Says Edith Cowan University (ECU) entered into a long-term contract with ISS Facility Services with the confidence that the partnership will lead to the development and implementation of innovative solutions in the delivery of Cleaning and Waste Management Services. ISS has demonstrated they have the motivation, commitment and systems to actively help ECU achieve its environmental goals related to Cleaning and Waste Services. ISS Australia ISS Facility Services Australia Ltd. Unit 1, 12 Mars Road Lane Cove NSW 2066 Australia Tel.: ISS is implementing new technologies to better manage its services by delivering consistency in service delivery, achievement of service standards and management reporting. We are confident they will continue to partner with us on our journey towards innovation and environmental sustainability. John Hayes, Manager Campus Services, Facilities and Services Centre Account Manager Mike Carton General Manager, Commercial Cleaning WA Tel.: Mike.carton@au.issworld.com ISS performing Cleaning Services 71

10 72 Chong Kam Fai & Cheung Ka Lam, Hong Kong

11 I am very satisfied with the service of Debby s [ISS] team at AISHK. They are efficient and undertake their duties in a friendly and professional manner David Christmas Business Administrator Australian International School Hong Kong Hong Kong 73

12 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY Australian International School Hong Kong Facts Contract History Country Hong Kong Market segment Public Administration (Education) Customer of ISS since 2001 Employees at customer 150 Customer sites 1 ISS employees on site 34 September 2010 December 2008 September 2001 Extension of contract for another three years Commencement of Cleaning and Security contract Commencement of Facility Management contract Description Australian International School Hong Kong (AISHK) was incorporated in January 1995 and was established as a coeducational, non-denominational, English International School. The school is a multilevel facility comprised of general and specialist classrooms. The current staff and students are 150 and 1,100+ respectively. As one of the most famous international schools in Hong Kong, AISHK is dedicated to providing a world-class standard in education, enabling each student to develop his/her academic, cultural, physical and social potential to the fullest. From Reception to Year 12, AISHK provides a strong curriculum based on that of Australia, which has been adapted to suit the international setting. Service Mix ISS Hong Kong provides Facilities Management, Security and Cleaning Services. What the Customer Says I am very satisfied with the service of Debby s [ISS] team at AISHK. They are efficient and undertake their duties in a friendly and professional manner. David Christmas, Business Administrator, Australian International School Hong Kong Account Manager Landy Hung Director Facility Management Services Tel.: landy.hung@hk.issworld.com ISS Facility Services Limited 18/F Warwick House West Taikoo Place, 979 King s Road Quarry Bay, Hong Kong Tel.: ISS Hong Kong performing Facility Management

13 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY New South Wales Government Department of Public Works and Services Facts Country Australia Market segment Public Administration Customer of ISS since 1994 Employees at customer >300,000 Customer sites >1,190 ISS employees on site 2,500 Description The NSW Government is the biggest employer in Australia, with more than 300,000 casual, part-time and full-time workers. NSW is the most populous and heavily industrialised state in Australia and the state government s Public Works Department is responsible for managing over 4,500 public assets (sites), which include schools, TAFEs, police stations and court houses. Service Mix The NSW Government split the State into regions for the awarding of contracts, to allow for a variety of providers and to reduce their risk. ISS Australia provides scheduled and reactive Cleaning Services or Facility Management Services to over 1,100 sites in the South Western, North Coast and New England regions of NSW. The contract extends to all public schools (primary and secondary) TAFE colleges and a wide mix of government agency sites including police stations and court houses. ISS employs 60 operational and administrative people to manage this contract from an EGM to HR and HSE Managers. All services are self-delivered except Carpet Cleaning. Contract History This contract is one of the largest held by ISS globally. ISS has been involved in this contract since its inception in 1994 and has been the major supplier of services to the NSW Government over the three generations of the contract. The original tender was released when the state government decided to transfer 12,000 employees from Government Cleaning Services (an internal department) into the private sector. When ISS was awarded the initial NSW Government Cleaning Services contract, the transition involved the transfer of approximately 2,500 employees from the public to the private sector. The contract was re-tendered in February 2011 and ISS was successful in winning the new contracts for Cleaning Services in the South Western Sydney region and Facility Management Contracts for the North Coast and New England regions. The new contracts commenced in July 2011 and have a term of five years. Account Manager Greg Byrne Executive General Manager Government Cleaning Tel.: greg.byrne@au.issworld.com ISS Australia ISS Facility Services Australia Ltd. Unit 1, 12 Mars Road Lane Cove NSW 2066 Australia Tel.:

14 76

15 NAAFI has been working with ISS now for some five years in Germany, and due to the level of service and management support provided, NAAFI extended the current contract by awarding ISS two further option years for all CRL in our Germany business. The service provided by the Key Account Manager and operators has been exceptional and a key factor in NAAFI s decision to enter into negotiations for a new three-year contract without tendering Brian Williams Contract Manager NAAFI Germany 77

16 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY NAAFI Facts Country Germany Market segment Public Administration Customer of ISS since 2007 Employees at customer 1,900 Customer sites 60 ISS employees on site Approx. 150 Description The Navy, Army and Air Force Institutes (NAAFI) were founded in 1921 by the British Government. NAAFI is a not-for-profit welfare organisation that provides the British Armed Forces and their families with Catering, Retail, Leisure and Soft Facilities Management at home and abroad. It has approximately 2,000 employees and a turnover of 120 million. Service Mix ISS Germany delivers Cleaning Services mainly in schools, retail and leisure outlets. Recently ISS has also been supporting NAAFI s Soft FM exercise requirements. Contract History 2007 Münster/Bielefeld/Gütersloh/Herford/ Paderborn 2011 Mönchengladbach/Elmpt/Wildenrath/Bergen- Hohne/Fallingbostel What the Customer Says NAAFI has been working with ISS now for some five years in Germany, and due to the level of service and management support provided, NAAFI extended the current contract by awarding ISS two further option years for all CRL in our Germany business. The service provided by the Key Account Manager and operators has been exceptional and a key factor in NAAFI s decision to enter into negotiations for a new three-year contract without tendering. Brian Williams, Contract Manager Account Manager Marek Baranowski Key Account Manager Tel.: marek.baranowski@de.issworld.com ISS Facility Services GmbH Wanheimer Straße Düsseldorf Germany Tel.: ISS performing Facility Management

17 FACILITY MANAGEMENT CLEANING SUPPORT PROPERTY CATERING SECURITY DUO 2 Facts Country The Netherlands Market segment Public Administration Customer of ISS since 2010 Employees at customer 2,500 Customer sites 1 ISS employees on site 100 Description The consortium DUO² (Strukton, Ballast Nedam and John Laing) services the housing of two government agencies at a new location on the outskirts of Groningen. This unique building was brought into use in March DUO² has not only designed, built and financed the building, but is also responsible for the technical and construction management and maintenance of the building for a period of 20 years. This project was carried out as a private finance initiative. The design, construction, financing, management and maintenance of the building are typically entrusted to one party (DBFMO approach). Contract History Preparation for service delivery started mid An new contract, with a 20-year term, started in March Account Manager Astrid Abrahamse Facility Manager Tel.: (mobile) astrid.abrahamse@nl.issworld.com ISS Facility Services Rijnzathe PV De Meern Netherlands Tel.: Service Mix ISS Netherlands Integrated Facility Services delivers a fully integrated solution, including Facility Management, Cleaning Services, Window Cleaning, Waste Disposal, Security, Reception Services, Catering Services, Office Logistics, Plantscaping and Pest Control. ISS Netherlands performing Security Services 79