(+44) 203 790 7333

Q11, Quorum Business Park, Benton Lane, Newcastle upon Tyne, NE12 8BU

150 Offices

Around the World

FTSE 100


The challenge

There was a mix in the delivery of FM services across the estate with some single service outsourced contracts managed centrally and local offices retaining the responsibility for PPM and reactive services through regional contractors. In-house FM’s are not always from a facilities background and pick up FM responsibilities as part of another role and require extra support to create best practice and improve FM delivery.

With no central dedicated CAFM system, it was hard to view the number of jobs going out to contractors and the associated spending until your contractor’s invoice for works, by which time it can be too late to affect the outcome. Contractor self-reporting was mixed with some contractors reporting on their delivery, while others provide no reports on performance at all. With no defined standard KPI/SLA’s that all contractors have agreed to it is difficult to gather information on performance to drive efficiencies in the supply chain.

The current delivery model means it is almost impossible to have a unified view of FM delivery and visibility across the whole estate while ensuring that each site is fully compliant and meets the necessary criteria for each country.

Our Solution

Starting with Informa’s global head office at 5 Howick Place, London, we designed and implemented an asset verification program to log and manage all existing assets.

We reviewed the PPM schedules and assigned all works to the designated contractors through Informa’s dedicated contractor portal. This allowed all vendors to manage PPM and maintenance requests on time and within their service level agreements.

To assist with compliance across the estate, we designed a mobile application that all stakeholders with facilities management responsibilities could easily access to provide regular updates to the central management team.

Our solution has provided Informa with market-leading business intelligence, standardised processes and a centralised help desk providing 24/7 support.

Now that Informa has a plethora of information available on their estate they can use the real-time data to improve service delivery, benchmark costs and procure more efficiently.