Description
In December 2006, Amey began working with the National Physical Laboratory (NPL) to provide a total facility management service for seven years. NPL is a world leading National Measurement Institute carrying out both research and science technology development, making a significant contribution to the UK manufacturing industry.
Amey’s role is to support the science infrastructure and estate with high quality facility management services, ranging from the maintenance of close control laboratories ensuring specific environmental conditions through to the provision of a restaurant facility serving 300 customers every day.The services provision includes:
- Property Services
- Project Management
- Logistics
- Security
- Cleaning
- Grounds
- Catering
- Hospitality
- Events
Innovation
While accurate measurement is a crucial part of making any FM contract efficient, Amey has to take it to the next level at NPL.
Amey must keep temperatures and humidity in the laboratories absolutely constant so that scientists can carry out strictly-controlled experiments.
That means conditions in the building are constantly readjusting, creating a large demand for energy. As a result, Amey has made it a priority to maximise efficiencies in energy use. The company is using an advanced Building Management System to closely monitor and regulate temperatures and humidity across the complex and is trialing several energy-saving technologies.
The team at NPL, over come the daily challenges of working in an environment that includes lasers and radiation which presents a series of health, safety and logistical issues.
The Hospitality Department prides itself on the level and quality of its customer interface. We frequently deliver over and above Service Level Agreements (SLAs) in terms of late bookings (2 a day at the very least), IT support and logistical advice. We have access to past records so are able to advise event organisers on previous budgets, menus and agendas, which is a great help specifically when dealing with new members of staff who maybe coordinating a conference for the first time. As a department, Hospitality has combined site experience of almost 30 years which enhances client confidence and the management of customer relations.
As with any contract, the ultimate goal is to please the customer. Satisfaction levels increased by 16 per cent between January and December 2009 and complaints fell by 20 per cent in the last six months of the year. This was achieved by Amey rolling out several initiatives to record customer satisfaction and acting on feedback received.
This includes the unique Customer Satisfaction Interviews Amey has introduced on the site. The system allows Amey to measure not only whether it hit its KPIs, but also whether the services provided are meeting the requirements of the customer.
By constantly evaluating perceptions and listening to customers’ needs, Amey can deliver the exact service its people need and identify areas for improvement.
To support NPL’s energy reduction targets the team is also trialing the use of LED lighting in two meeting rooms and a power perfector which optimises voltage and could reduce energy consumption by 30 per cent. In future, the firm plans to use remote monitoring to check energy use every half hour.