Education Capabilities BrochureOffice & General (O&G)

Environmental Services Limited

Delivering brilliant facilities services to create an outstanding student experience

Brilliant FM services as 1TEAM together

Office & General (O&G) is one of the UK’s fastest growing total facilities management companies with a mission to exceed customer expectations and consistently deliver excellent services to build and deliver an outstanding student experience. We work in partnership with clients as 1TEAM to achieve goals and aspirations.

Our FM capabilities cover cleaning, waste management, recycling, landscaping, housekeeping, security, building maintenance and mechanical and electrical services. For more than 20 years we have worked with clients to design and deliver tailored support services solutions specialising in higher education as well as allied sectors.

Overleaf we have outlined our capabilities to demonstrate our knowledge and experience. Please get in touch with Olwen Langford on 07504 008 123 to discuss your needs and our potential solutions to meet your requirements.

Delivering an outstanding student experience

Olwen LangfordResearch & Marketing Manager

3O&G | Education Capabilities

Brilliant services that go the extra mile every timeOur approach to service delivery is simple; we partner with our clients to develop the services they need, when they need them, particularly in higher education where evolving estates, limited financial funds and changing priorities necessitate a demand led approach to adapt to their daily, weekly and term time needs. We focus on how we can support our clients and their estate teams to deliver both their strategic vision and practical service needs so their buildings are clean, hygienic and well maintained to support an exceptional student and building user experience.

We now have over 2,200 employees and achieved a turnover of over £39M during the 2015/16 financial year, enabling us to meet the needs of our diverse client base. This is further supported by our ultimate holding company, Mortice Group PLC, which trades on the AIM. Since joining the Mortice Group this gives us additional growth capacity and the ability to share best practice and innovation more widely from the Group’s international office.

As an organisation, we care about our staff and are socially responsible, investing in our staff (all of whom are local to each contract), providing high quality training so that they grow and develop, offering exceptional customer satisfaction and a concierge experience for clients. Each staff member has comprehensive benefits and a personal development plan to support career progression.

Best in class IT solutions are used with our rigorous ISO 9001:2008 quality management system to evidence performance and achieve continuous improvement including implementation of best practice, technical standards, new technology or the latest ideas on how to improve and implement customer and environmentally focussed services. Our end goal is always to continually meet and exceed both client, stakeholder and student expectations, delivering brilliant services that go the extra mile every time. Overleaf we have outlined three of our client case studies in the higher education sector to demonstrate our approach.

Delivering an outstanding student experience

4 O&G | Education Capabilities

O&G have had a long term working partnership with UH; first to deliver soft services from 2011-2016, with a recently renewed contract to deliver a Total FM service from 2016-2026. The UH campus is situated outside Hatfield, immediately adjacent to the A1(M) with the University accommodating circa 25,000 students supported by 2,300 staff. The University is primarily based on two campuses with over 70 buildings with a footprint of 1.1m square metres.

Our soft services contract (2011-2016) was purely a cleaning service covering offices, teaching facilities, lecture theatres, libraries, learning resource centres, laboratories, the student union, catering facilities, etc. We also cleaned the student residences from 2011-2013 (this switched to new providers under PFI arrangements). We achieved over £1m of financial savings through re-consolidation, implementation of ‘zoning,’ for the same contract price whilst UH’s Estate evolved and grew.

In 2015, UH decided to combine soft and hard services, into a new Total FM service. Following a comprehensive 10-month dialogue, O&G was successfully re-appointed. The new contract started on 1st June 2016 covering four key service streams, including soft services to the entire Estate and hard maintenance including reactive maintenance, planned maintenance works and cyclical M&E. We also provide waste management and recycling, including provision of a new on-site Mini-MRF recycling unit and grounds maintenance to include landscaping, snow clearance and gritting, and pest control.

We have also delivered additional benefits, including

z Living Wage at no cost to UH with incentivised performance arrangements.

z New technology including the OneServe CAFM system to support UH’s asset management

z Social media strategies for increased customer engagement

z On-demand technology that is chemical free (e.g. smart mops reducing cleaning time)

z A new national training academy to generate revenue for UH

z Internships, training and business enterprise opportunities for students

University of Hertfordshire

5O&G | Education Capabilities

O&G have provided comprehensive soft FM services across UCL’s property portfolio, since 2008 (with a new contract procured and let to O&G in 2013), using a student centric approach with a focus on the student experience. Our contract scope covers cleaning, waste disposal management, low level maintenance, washroom services, portering, pest control, snow clearance / gritting, and landscaping.

Services form part of a one stop shop approach across all of UCL’s 141 individual buildings in Central London with an approximate total square footage in excess of 4 million. The buildings range from office, academic and teaching areas (i.e. lecture rooms), residential (regular cleaning and high volume turnover for conferences), social spaces, laboratories and research faculties, as well as catering and eating areas. O&G also provide a 24/7 service to UCL Residences. All activities have been designed as part of a pro-active demand led service under a SMART cleaning model.

O&G employ over 800 technicians, with services headed up by a well-structured management team led by an Account Director. We currently work to 20 contract key performance indicators (KPIs) with our performance consistently meeting or exceeded targets year-on-year. Our Account Director also works with UCL to set the contract direction and ensure strategic objectives are aligned under a joint Partnership Strategy. During the first five-year contract term, O&G worked with UCL to incrementally drive up standards, whilst reducing costs through dynamic SMART cleaning, a management process which ensures the most efficient cleaning regime is adopted in every area every day in response to actual usage and levels of cleaning needed.

We have delivered significant improvements and added value though new methods like demand led SMART Cleaning (saving £1.5m); designing end-to-end service delivery, combining waste with large scale removal (reducing overtime by 50%, saving £80k p.a.), and implementing the London Living Wage via incentivised performance arrangements (whilst improving satisfaction by 20% and keeping costs static). We also carry out customer engagement via student and building user focus groups; utilise UCL’s social media to support zero waste to landfill (recycling is at 100%); and create specific student rest areas in response to feedback. All staff have completed World Host Customer Service training to create a concierge style service, enhancing the student experience.

University College London

6 O&G | Education Capabilities

Since 2013 O&G have been delivering Soft FM cleaning services for the University of the Arts London as part of an integrated supply chain with Bouygues. The contract is to provide cleaning and window cleaning services to the academic estate which is made up of 6 campuses across Greater London. The services which we provide are delivered across a diverse estate comprising of academic areas (offices, teaching facilities, lecture theatres, libraries); office space for all support staff; laboratories and innovation areas; catering facilities; and UAL’s residents (3,250 places across London which support conferences in the summer months).

We operate a holistic ‘one stop shop’ setup for UAL to cover all of their soft service’s needs, including the provision of ancillary services such as washroom and waste management carried out as an integrated system of cyclical and planned works. The model, like UH and UCL is built on a responsive, pro-active demand led service model, built on SMART Cleaning. It has delivered significant benefits to UAL, improving the overall student experience and creating a more sustainable and efficient service.

For example, we have re-aligned our services as the previous cleaning service model adversely impacted the student experience as buildings were not ready and often left unpresentable. By moving the University solely to morning cleaning so that the campus / buildings are fresh each morning for students and staff. This change alone has delivered significant overall savings of £300,000 and achieved satisfaction of over 90% with the soft services element of the contract. We have also positively reshaped the delivery structure to accommodate the London Living Wage, at no cost to UAL (students supported this). We have also introduced innovative new technology including the ServiceTrac IT system, which provides daily quality auditing, demonstrating real-time service and performance levels across the contract (with results hosted on our CLARITY Extranet System) and implemented electric vehicles across the portfolio, helping to create a greener service.

University of Arts London