the big picture, in detail

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1 the big picture, in detail

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3 Contents MITIE Facilities Management Business Solutions Technology Solutions Vision FM RequestIT StoreIT AuditIT SurveyIT ResourceIT TrackIT VisitIT OrderIT PrintIT

4 MITIE Facilities Management Business Solutions We are a specialist team within MITIE Facilities Management that deliver innovative, cutting edge technology solutions to our customers. Our vision Using our extensive experience in this field, we deliver integrated, flexible business solutions aligned with our customer s needs; Using our VisionFM technology as our base service platform we offer a wide range of services to help keep our customer s buildings running like clockwork. From full helpdesk solutions to mail tracking, all of our customers receive the core VisionFM platform which they can build on or break down depending on their exact requirements. VisionFM gives our customers peace of mind that their solution will never be out of date or awaiting the next free upgrade, which actually results in costly consultancy. Instead our customers receive something that s continually evolving without the usual added expense. Our inclusive pricing makes budgeting straightforward, and actively encourages people to work with us on a regular basis to improve their services and technology and avoiding the hidden fees for business as usual items such as reports or upgrades. Our approach No software can be a solution in itself. The most sophisticated, complex technology can fail without sufficient analysis of the business requirement and the most simple can often work brilliantly with it. Our team of leading industry professionals talk your language plain or technical - and understand your business challenges through real experience. This means that our solutions get to the heart of your business requirements, working with your best business practices and processes and not vice versa. We don t believe in conventional wisdom, therefore we ve evolved our own tried and tested implementation methods that work on an output based methodology. This customer friendly approach allows you to specify the end product you d like while we work backwards to reverse engineer and design the solution. This ensures outputs such as data and reporting are guaranteed and integral to the solution rather than an afterthought. 2 Vision FM has raised the level of business intelligence relating to our service delivery Leading transport operator

5 Contacting us Assurance & Experience We like to take a different approach, but we appreciate that we live in a world of complex compliance and corporate governance. With this in mind, we handle tick in the box items that make getting approval from your internal departments a lot less hassle. From us you can expect: The highest levels of IT security - right up to full ISO compliance; The latest zero footprint web technologies - making life easier for your IT department; Prince 2 project management; ITIL service delivery; and Reliable hosted systems backed with robust business continuity. Whatever your requirement - from fully managed helpdesk service to an individual software solution, rest assured you re dealing with an experienced, award-winning team that understands your business, be it large or small. Technology solutions from bus stop to FTSE boardroom Why not give us a call to discuss your current or future challenges? We don t have a sales team so there ll be no pressurised pitch, just a friendly voice on the other end of the line waiting to help. Contact us today on or You ll also benefit from the same industryproven solutions and services used by many of the most prodigious blue chip companies, combined with our extensive experience of deploying them at thousands of locations across the country. Our clients: Banking, legal, government, retail, transport, education, utilities, pharmaceutical, aviation, manufacturing, media, communications 3

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7 Technology Solutions Introduction Our cutting edge technology is the direct result of over 20 years experience delivering supporting solutions to our customers. During this time we ve found that our industry is largely overlooked in terms of off the shelf solutions covering the full spectrum of service. Those that do exist are often complex and expensive, tied to an outsource agreement, or are disjointed single service solutions. Being vendor independent has allowed us to identify and use some of the best solutions available. Over the years we ve continually enhanced these solutions and combined them with our own where they haven t been available or appropriate. This has enabled us to deliver the advantages of large, expensive solutions at a fraction of the cost with complete flexibility to scale, from a single module right up to near enterprise levels of Computer Aided Facilities Management (CAFM). Our effective approach and experience have resulted in a broad customer base of public and private sector customers ranging from small companies to global blue chip clients. Across all our technology solutions you can expect: Tried and tested real world solutions; Award winning products and implementation team; Full business requirements analysis; Scalable, integrated solutions from a single core platform; Centralised management information across your enterprise; Web deployment for hassle-free of installation; Secure, resilient hosting services; Broad client base from small to Blue Chip companies. visionfm The ideas that have really moved our product on most have always come from customers Noel Purdie, Product Manager visionfm visionfm visionfm visionfm visionfm visionfm visionfm visionfm visionfm visionfm visionfm 5

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10 8 We appreciate the importance our customers place on having full visibility and control of their services. Although there s a lot of web-based products that promise CAFM functionality available to you, the reality is that many are expensive and/or don t deliver. VisionFM is the evolution of our technology experience and the core platform from which we deliver all our solutions. As trends and business expectations change so do our solutions, therefore VisionFM utilises the very latest technologies allowing you to simply log onto it and start using the service just as you would any other secure website. Once on the VisionFM platform, you automatically benefit from our continual improvement roadmap without incurring additional expense to upgrade. From a core VisionFM platform, branded to suit your corporate image, you can simply add or remove functionality or services to suit your business. You can even add in third party services for maximum flexibility. Used at over 10,000 locations nationwide One improvement was to rationalise audits to achieve higher levels of value from the information gathered while reducing the time invested Leading transport operator What it does Key to this aim is VisionFM s open source principal of integrating with vendor independent applications and information from any database driven application not simply those provided by MITIE; third party applications, supply chain partners and customer systems fed into one convenient portal, in real time, for instantaneous access to all vendor management information. Sophisticated but easily configurable security allows completely customisable access by stakeholder group, department, region, site or authority so one solution fits everyone s requirements. VisionFM isn t simply a reporting portal - it can be at the very heart of your support technology provision and act as the gateway for customers and employees to access key information and services. VisionFM Core Platform Features Customer branded website; Central hub for all technology solutions; Communications centre configurable to accept both dynamic news feeds and static articles; Sophisticated, hierarchical security for appropriate user access; Central data warehouse for multiple internal or supply chain services; Gateway to full mobile PDA and SMS integration and two-way data transfer; Centralised, tailored web reporting across all service lines delivered in both traditional formats and drill down dashboards.

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14 visionfm Helpdesk services are key to the day to day management of facilities services. Holistic implementation of the right software enables the helpdesk to be at the heart of facilities service, controlling all aspects of end to end service to ensure compliance and optimum customer service. But, with so many software solutions available, how can you ensure that you choose a system that s right for your business? RequestIT is the solution that MITIE use to manage their own facilities services contracts. This diverse range of customers and services means that naturally our helpdesk software has had to evolve and develop to support our service. Because of this you can be assured that RequestIT has the scale and functionality to also support your requirements. In excess of 50,000 cases logged per month from every High St in the UK My operational experience means I can offer clients real life suggestions - this makes the difference in delivering something that really works Kerry Wilson, Project Manager What it does Our RequestIT system is a fully featured, enterprise grade helpdesk system built into the VisionFM platform. Our experienced team analyse your requirements and build a holistic solution to control and manage all end to end aspects of reactive and planned helpdesk activity. RequestIT allows you to configure all the parameters that define your services, no matter how complex or business specific. Assign differing priorities, services levels and call handling by location or asset type? No problem. Ensure correct levels of authorisation and spend for works? Use the integrated, rules based, workflow. RequestIT is flexible and can even be securely accessed by both staff and third parties for maximum helpdesk efficiency. 12

15 Core features: Complex service level modelling to suit any business requirement; Intelligent call assignment and autoallocation of work based on any criteria; Pro-active alerting tool to drive escalation and non-conformance; Self-service call management and visibility for staff and third parties; Fully definable workflow and financial authorisation for works; What are the benefits? Better customer perception and visibility of service; Improved efficiency, service and cost control; Full service visibility and compliance with statutory and regulatory activities. Planned preventative maintenance visibility and management; Full mobile device integration to allocate and manage calls via PDA; Seamless integration with our auditing and surveying tools to drive service; Integration with third party and customer systems (SAP, Maximo). 13

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18 visionfm Document management can be a headache for any business, but is further complicated when dealing with business and supply chain partners that don t share your corporate infrastructure. How do you securely store critical documents that sub-contractors or other vendors need to access and maintain whilst keeping visibility and control? The consequences of not doing so could be a minor inconvenience or at worst compliance or regulatory failure. My operational FM experience, really helps in talking to customers in a common language Mark Hazelwood, Customer Solutions Director What it does Critically used as a central repository for CAD plans, statutory compliance documents, guides, warranties, certificates and useful documentation, StoreIT is a low administration web-based document repository. Configurable to allow secure access or contribution by stakeholder group, business unit, location or many other parameters it can be the solution for simple management documents without any loss of control. StoreIT is simple to search and use and assists management of time sensitive documents by providing expiry warnings that ensure up to date compliance. 16

19 What are the benefits? Secure document management for business and supply chain partners; Simple, economical, centralised control of key documents; Built in tools and controls to aid business compliance; Core features: Defined, limited, stakeholder access to documents; Full control of user rights to read, modify or create documents; Full document versioning with retention of old files for maximum protection; Expiry alerts for key time-dependant documents; Multi-level indexing for organised storage; In-built compliance manager to ensure core compliance documentation; 17

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22 What it does visionfm The mention of auditing generally conjures images of daunting systems that are complex to set up and even harder to maintain. As a business that performs thousands of audits every month, again, our own requirements and experience have driven the development of a solution that can benefit our customers through finding solutions to our own challenges. With AuditIT you can now be in full control of your own quality and compliance management. AuditIT is our incredible web and mobile PDA-based system. What makes it different to most auditing tools is that it works on a self-learning model that can build your auditing requirements based on actual use, rather than days of preconfiguration. Simple templates mean we can rapidly deploy a solution within hours and an easy to use interface allows you to manage your own audit functions. All without resorting to additional consultancy! To add to its simplicity, standard reporting is ready out of the box for you to view your results in real-time. Being tightly integrated with our own RequestIT helpdesk software means AuditIT can be configured to proactively create reactive cases directly into the helpdesk, via web interface or mobile PDA, based on defined nonconformance parameters. Operatives can further leverage PDA technology by using them to create, receive or update any reactive helpdesk case to ensure accurate and timely resulting case progression. 20

23 What are the benefits? Maintain up to date audits relevant to your current business requirements; Real time integration with helpdesk for improved service standards; Greater leverage of PDA technology investment. Servicing planes, trains and automobiles and some 25,000 buildings across the UK Core features: Rapid standard deployment and selfbuilding model; Flexibility for nearly any auditing requirement; Ease of use and maintenance; Standard pre-built reporting for measurable follow up; Real time audit results; Auditing into action with nonconformance reactive case creation; Enhancement of mobile PDA technology investment through multitasking of devices;. 21

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26 visionfm Knowing what your customers think, good or bad, is key to improving service standards. Whilst there is a proliferation of third party survey tools available they can t always be used in the necessary context because they re not integrated with your core systems. What it does SurveyIT is a web-based tool for convenient deployment of one-off or scheduled surveys via the internet. SurveyIT is flexible and can be used for any surveying function with the added benefit of being an active component in the customer feedback loop. For instance, SurveyIT can provide a customer feedback mechanism on a helpdesk call closure . Action can be directly output from non-conformance in survey results rather than waiting until a later complete result analysis. With this in mind helpdesk cases can be automatically created to pick up on specific issues, based on your defined criteria, to drive customer performance in a more pro-active way. The team are really good at listening to our clients, getting to the core of the requirement and delivering it Mark Hazelwood, Customer Solutions Director What are the benefits? Improved customer perception; Intelligent pro-active response to customer feedback. Core features: Web based; Flexible and simple to use; Direct, integration with helpdesk system; Configurable, automated helpdesk case creation from survey results; Standard reporting included. 24

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30 visionfm Managing multiple resources and tracking service levels across widespread locations is time consuming and often carried out in a disjointed way using a combination of systems, spreadsheets, or even paper-based methods. In a busy, fast-paced working environment, how can you ensure all your required tasks are being managed effectively? What it does ResourceIT was developed to manage virtually any resource or planned activity. This could be setting up meeting rooms, managing ad-hoc customer requests, planned maintenance, reactive calls, or even tracking workforce productivity and location via GPS integrated sat-nav. All activity can be assigned and progressed in real-time with full visibility on control screens against defined service levels, right down to specific individual and location. In addition to managing this dynamic information, ResourceIT also provides a central point for the collection of more static data such as daily volumes, occurrences and meter readings in a controlled way for ease of later reporting. ResourceIT can be helpdesk driven or stand alone, integrated with mobile PDA devices or used in more traditional ways depending on budget. What are the benefits? Truly integrated, cohesive resource management and planned maintenance; Secure, single point of access to information and applications for customers and employees; Improved service efficiency through greater visibility and detail of management information; Better communication between the customer, strategic/supply chain partners and service delivery employees; Ease of management and full control. Key features: Central management view of all services and information via live screens; Simple to use web interface with search functions and filters; Full audit trail to see who s done what in the system; Can be used as a tool for recharging for services; Can be customised to suit a variety of task and resource based services; Easy capture of all volume data and most site information; Fully integrated with other products. 28

31 From setting up meeting rooms to cleaning every bus stop in London! Grosvenor House, 14 Bennets Hill, Birmingham, West Midlands, B2 5RS Open Cases: 0 Open PPM Activity: 0 Expired Documents: 0 Expiring Documents: 0 Click here for more details 29

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34 What it does visionfm Let s face it, losing important items is an inconvenience at the best of times, but it can actually be damaging to your business. Just think about the labour cost of tracking down missing items, let alone actually replacing them? There have been a number of high profile cases where documents or data have been misplaced or lost, making the requirement for effective technology and processes greater than ever before. Whether it s a document entering the building or being sent out, ensuring it arrives at the desired location is essential for both compliance and peace of mind. Our TrackIT solution allows electronic barcode tracking of any item from point of entry into the business to the final delivery, with clear audit trail of all the steps in between. The solution uses an intelligent, automatically updated database of employee and department information to record sender or recipient details. Items are logged and barcode labels generated showing recipient name, location, time of delivery and any other customised details before the delivery is made. The item can then be tracked, using scanner enabled PDA hand-held computer. TrackIT can also be used to audit messenger drops at mail points using the same PDA devices. What are the benefits? Minimised business exposure to lost document issues; Rapid, accurate response to customer queries; Greater security awareness of packages entering your business; Improved service perception. To date, we have had no loss of packages or items mislaid thanks to the TrackIT system 2.5million items tracked per year 32

35 Key features: Securely track any item; equipment, documents, cheques, boxes, etc; Automated interception of critical items for special delivery; Custom handling instructions defined against individuals; Customer notification on package arrival; Security notification of suspicious packages; Paperless audit trail; Self-service customer web portal; Advance shipping notification; Built-in service level monitoring and notification of undelivered items; Scan or photo capability to record cheques or capture images of tracked items. 33

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38 visionfm It s not only unidentified parcels that pose a security risk to an organisation, unaccounted for people can be just as damaging. Being comfortable with who s in your building at any given time and that they re easily identifiable is vital, not only from a security perspective, but in the event of an emergency. Visitors create an impression of your company in the first seven seconds so, from the minute they walk through the door, the service you provide should always be exceptional. What it does VisitIT is a complete, cost effective solution for managing visitors to a company. It s an inexpensive solution to visitor management and can be integrated with TrackIT to provide a comprehensive tracking service of everything coming into and out of a building. It allows your reception team to professionally manage customers and clients, while retaining full control of who is on the premises at any given time. It s simple to use, but has many advanced features including: picture capture, notification, pre-registration and visitor intercept warnings. 36

39 Delivering something you are proud of really helps Danny O Keefe, Senior Business Analyst What are the benefits? Improved customer perception; Automated host notification reduces waiting time for your guests; Prevention of unwanted visitors with automated security notification; Quick reporting of visitors for health and safety purposes. Key features: Personalised greeting of visitors based on previous visit history; Automated interception of VIP or unwanted visitors; Real-time information showing who s on the premises at any time; Discreet camera allows visitor picture capture; notification to host with picture to identify unfamiliar guests; The number of people we track using VisitIT per year would fill the Olympic stadium twice! Pre-registration and pre-printing of badges; Custom badge styles can be used for different types of visitor or event; Automated reminders and alerts can provide a personal touch for frequent visitors. 37

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42 visionfm We re all for making our resources go further, while achieving efficiency and cost savings at the same time. Areas such as procurement often offer great opportunities for cost efficiencies. Companies generally work with a preferred supplier for their purchasing requirements, with cost being a key driver in the deal. Invariably suppliers differ on price and quality, so having the option to choose from a whole range of items, supplied by different companies not only creates cost savings, but offers more choice. What it does Rather than having to deal with all of your suppliers individually, OrderIT, our web-based ordering and e-commerce tool, allows you to order all of your goods from one place just like an internet shopping website. Orders are sent to the suppliers electronically and purchase orders are reconciled automatically on delivery. Over 3million of items purchased through OrderIT a year! 40

43 What are the benefits? Cost savings, efficiencies and spending control; Multiple procurement functions can be integrated into a single interface; User friendly and easy to navigate; Replaces the need for e-commerce tools such as Arriba and SAP at a fraction of the cost. Key features: Integration of both our preferred and customer suppliers; Multi-vendor capability; Automated billing and fulfilment; Automated reconciliation of purchase orders; Fully web-based with no local installation; Full history and reporting. 41

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46 visionfm Managing internal print jobs whilst ensuring every request receives the right priority can be tough with demanding customers on the line. In a busy print centre an effective system is required to avoid costly errors that can potentially lose business for your customers. How do you manage all the deadlines and ensure quality control at the same time? Not to mention critical cost control and departmental recharging. If this challenge is sounding a little too familiar we ve come up with the answer When used this way comprehensive reporting is available on productivity, costs, job types, service levels and many other key performance indicators. Whatever way it s used, PrintIT can add professionalism, organisation and efficiency to your print room. What are the benefits? Improved print room efficiency; Full cost centre and matter number validation for ease of cost control; Greater cost awareness through onscreen pricing; Better response to customer queries through full system audit trail; Detailed reporting on job volumes, machine and staff productivity. What it does As the name suggests, PrintIT is our web-based solution for all your print management needs. PrintIT can be used as a workflow management tool in the print room and be extended to the customer desktop for fully validated job submission. This gives individuals the opportunity to confirm their instructions to the print room electronically, obtain pricing and even track progress of their job in real-time. PrintIT recharges over 4 million pounds for our customers each year Alternatively, PrintIT can also be used as just a workflow management tool to give you complete flexibility in how you receive print work. Options for use include high level, simple management of work and service level right through to detailed tracking with audit trail down to individual and machines involved in completing jobs. 44

47 Core features: Full visual service level management to help ensure jobs are delivered on time by the print room; Automated workflow based on priority, job length and deadline; Configurable customer visibility of job progress; Enterprise wide allowing control of unlimited print centres anywhere globally; Easy to use filters and searches along with completely configurable queues to allow customisation to any print centre. Having worked in a print room I am able to very quickly understand the issues Mark Paul, Commercial Manager 45

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50 MITIE Facilities Management 1 Harlequin Office Park Fieldfare Emersons Green Bristol BS16 7FN T: E:

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