As a service partner we strive to design and deliver exactly the right solution for each customer as a unique organisation.
In the dialogue and procurement phases, we engage with the customer and listen closely to its needs, issues and ambitions. We use these as the drivers to develop the solution, and we collaborate with the customer in the design and implementation. Throughout the relationship we remain flexible, adapting to change and using customer feedback to adjust the service.
Our aim is to ensure that our solutions are optimised for your organisation, and developed and improved collaboratively.
Our integrated facilities services model provides flexibility and control through ISS’ self-delivery teams. Our dedicated teams integrate with site users to deliver services focused on the customer’s operational needs. We scale service levels up or down quickly in response to a customer’s decisions and changes to the portfolio.
Cost reductions are combined with demand management and resource pooling techniques. This reduces fixed costs and provides flexible cost-efficient service delivery throughout the contract period.
Innovation and added value
ISS’ investment in innovation and best practice is leveraged for improvement and to add value. We drive efficiency, lean delivery, high productivity and team synergies to improve service quality and to generate further savings.
Customer objectives are translated into team and employee targets. We self-monitor and provide customers with continuous reporting, visibility and transparency of service levels and costs. We enable this through our Insight@ISS business intelligence system, giving a client’s managers unrivalled access to service information.
Confidentiality and security
Our security protocols and procedures are aligned to customer policies. We implement robust controls, which we supervise, audit and enforce.
The ISS Way is focused on excellence in customer service and user engagement. This is supported by staff training and very high levels of staff retention. There is strong continuity in customer focus, and we have good portfolio knowledge and achieve high customer satisfaction scores. We partner with customers for service governance and accountability.
Asset solutions and Public Private Partnerships
ISS has proven capacity to join and lead Public Private Partnerships (PPP) to develop whole new asset strategies. Our experience, expertise, business skills, financial capacity and resources are key elements in partnership consortia that deliver funded asset solutions.