In the dialogue and procurement phases we engage with customers and listen closely to their needs, ambitions, strategies and issues. We use these as the drivers to develop the solution, collaborating with customers in the process of design and implementation. Throughout the relationship we remain flexible, using customer feedback to adjust the service. Our aim is to ensure that the solution is optimised in its effectiveness for your business, and agile in the way it is developed and improved.
Our approach is to professionalise our service teams, with training, skills, qualifications, SOPs and operational process frameworks to provide consistent high standards. Excellence is enabled by our subject matter experts, knowledge forums, research & development, centres of excellence, best practice sharing and the ISS Academies.
The ISS HSE management system is rolled out to all sites and communicated to staff through induction, training, qualifications and engagement. It is compliant to OHSAS 18001 and ISO 14001, enabling site accreditation whenever required. It is highly effective at regulating safety and environmental impact in the way we deliver services, keeping us ‘audit ready’ at all times.
A key element in compliance and technical excellence is our risk management process. We engage with customer managers at site and account levels to identify key risks, risk owners and the control measures. We systematically monitor and report risk management as an embedded part of operational service and management information.
High performance and quality
The ISS model is self-delivery through trained and stable dedicated teams. This gives us optimum control over performance levels, compliance, standards, competence and productivity. This is reinforced by our process frameworks, SOPs, performance management regime and ISO 9001 compliant quality management system. It means we are able to exercise full control over service levels, the quality of delivery and our integration on site in a ‘one team’ approach.
Single facilities provider
ISS provides a full integrated facilities service (IFS) which delivers all service lines. As part of service transition we fully rationalise complex supply chains, bringing services into self-delivery, while retaining any agreed key specialist subcontractors or suppliers and managing their performance and pricing. Our objective is to entirely streamline the facilities service through a single point of contact, optimising value for customers.
Capacity and flexibility
Our global reach and established regional and in-country teams mean we can deliver services to any size of customer portfolio. We establish regional account teams to provide consistency in delivery and governance across dispersed territories. The depth of our global resource gives us flexibility and agility in meeting customer needs and responding rapidly to change.
We agree contractual commercial models with customers which guarantee savings against baseline facilities costs. We then leverage our technical resources to a continuous improvement programme designed to generate further service synergies, efficiencies and savings while driving innovation and quality.
Reputation and brand protection
Our service delivery is designed to be compliant and reliable, ensuring that all in-country and industry regulations are met and evidenced. In addition we align the ISS corporate responsibility programmes with those of our customers in a partnership approach to responsible business and supporting community initiatives.
We have developed and implemented class-leading energy efficiency solutions that produce real savings for customers through consumption monitoring, targeting, BMS optimisation, energy bureau management and ‘spend to save’ projects detailed in business cases. The outcome is to produce significant energy savings for our customers.
Stability and continuity
We work hard to acquire, train and retain the right people to competently deliver high performing services to customers. Our self-delivery model gives us a strong advantage in this key area, enabling our staff development and succession management processes to be fully realised in producing stable ISS teams that preserve the strengths of deep customer knowledge. Our attrition rates are less than 8 %.