Traditional facility management is typically operated either in-house (non-outsourced) or through an external partner using a management agent model. The facility manager acts as a middleman by procuring services through third-party subcontractors on behalf of the client. In contrast, the IFS model uses a completely different delivery system. ISS assumes direct responsibility for all or most of the services, which gives end-to-end control of all the people involved in delivering the services. This produces reliability, accountability and the flexibility to act fast. Decision-making is pushed as close to the end user as possible.
As ISS delivers all or most of the services on site, there are no managerial gaps between the leadership and operational levels. All services are organised through the contract. Our Account Executive has full managerial responsibility – primarily through the on-site staff but supported by off-site service teams and of course the back-office functions and excellence centres. By using this lean structure, ISS has made the middleman redundant.
Non-outsourced solution:
Integrated Facility Services solution from ISS:
No double functions
Double functions commonly occur when, for example, a company employs a catering supplier, a technical company and a cleaning provider to deliver and manage services. In non-integrated models, these employees have neither the incentive nor the motivation to work together, so creating synergies is difficult, if not impossible.
Double functions are barriers to integration and synergy. The IFS approach eliminates these barriers between service functions. The service staff work as a team, which significantly improves staff motivation, retention and effectiveness. This improves the consistency and quality of the services provided. The team-based structure has just one layer of supervision and control, creating a much leaner and more efficient operating system, which is also more cost effective.
Account executive
The site-based dedicated account team is the key to successful integration – and in adding value to the client’s organization. The ISS Account Executive is the team leader. They are located on-site and seamlessly manage all operations on a day-to-day level. They are an integral part of the client’s organisation.
The Account Executive makes all the important decisions in close collaboration with the client’s management and staff. The ISS Account Executive links the service plans for the client’s organization directly with the operational execution. This eliminates middlemen, indirect subcontractors and unnecessary bureaucracy.