Analytics within service contracts

Famed management guru Peter Drucker was once recorded as saying “What get’s measured, gets managed”. This approach is the basis of many performance and improvement frameworks. Without the ability to measure and analyse metrics, how would you know that improvement is being made?

Many facilities management and services contracts have complex metrics in place, often in the form of KPIs and SLAs, that require to be monitored to produce evidence of the quality of service being provided. As the complexity of contracts has grown and the desire for greater savings has become a mantra within the industry, our approach to monitoring performance has become increasingly important. Yet as our thirst for data grows, the time required to collate, analyse and act on the outcomes has become more scarce.

Added to this, the desire to implement more system monitoring within facilities through the implementation of condition monitoring sensors and Internet of Things (IoT) initiatives means that the amount of data generated within facilities management and service contracts is set to explode.

Few organisations are ready to exploit this data influx to improve their service provision.
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CSS can help to implement performance monitoring systems and analytics, providing you with transparency and insight into the operation of your service contracts. Our systems build upon industry good practice to collate data in real-time from multiple sources, from CAFM systems to multiple spreadsheets, consolidating it into concise and meaningful reports that focus your attention on the areas that matter the most.

To find out how we can support you, get in touch with us to arrange a brief discussion on how to introduce comprehensive analytics on your contract.
Where we can help you
At CSS, our primary focus is to build upon the strengths of your business to develop a customer orientated solution that is fully compliant, recognises the customer challenges and provides innovative operational approaches at the right price. To accomplish this we combine elements of bid management with a unique integrative approach that rapidly identifies win probabilities, competitive advantages and customer needs.
Within many facilities management contracts there is a need to produce a dedicated customer portal to support end-user engagement and interaction. Many of these portals are limited in functionality and require continual input from an offsite design team to maintain. Sometimes, the portal is automatically generated as a component of the embedded CAFM or IWMS system. As a result, usability and functionality are limited. At CSS we can develop and design a contract portal for you rapidly, providing you with an end-user focused site that is secure, easily updated by your contract teams and functional.
All organisations have embedded skillets and capability that are focused on the optimal delivery of services to the customer, occupiers and end-users. At times though, contract teams are fully engaged in normal service delivery and lack the time and headroom to fully appraise all aspects of their performance. At CSS, we provide you with the support you need, wether through adhoc audits or the development of tools and frameworks that can be implemented to continually improve performance. Our priority at all times is not to increase workload for your contract teams, but instead to provide new ways that performance can be identified and amended effectively.
Facilities produce huge amounts of data on a continuous basis. As systems become more complex and time more precious, there is a need to better manage the flow of information to easily produce a near-instantaneous measure of the performance of your assets. At CSS we have developed facility specific dashboards and analytical tools that help you to aggregate performance data and consolidate it into concise reports that are easy to digest and focus your attention on the areas that matter.
In many organisations, proposals are generated from previous submissions or templates that have been developed to make it easier to submit information to customers easily. While these approaches may have been successful in the past, the tools and techniques adopted by your competition may mean that your proposals no longer communicate your strengths and advantages as clearly as they could. At CSS we can help you review your proposals, either on an individual submission basis or as a business-wide approach. From bid and proposal libraries through to document designs and templates, we can work with your existing teams to maximise their output and enhance their win statistics.
Contracts are often awarded over a number of years. While they may offer a fresh approach from the outset, they can quickly become outdated or less comparable to current market offerings. At CSS we can help you to implement innovation frameworks that routinely capture ideas and improvements from all stakeholders, and help you to progress them through a defined governance process that determines their viability and value.
Change is a routine part of facilities management and support services. From contract award and mobilisation through to improvement activities, a structured approach to change is essential to maintain momentum and to secure the support of stakeholders. At CSS we have developed change and mobilisation frameworks that can help you to manage your projects and initiatives successfully. We also have skilled change managers that can work with you to implement these frameworks to meet your timescales, budgets and resource availability.
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