issue-two-inside-story by liwenting


									from compliance
to new build, this
issue focuses on the

                                          Showcasing AXIS a market
                                          leading approach to asset
                                          management with real time
                                          compliance updates

                                          Barclays, Homebase and
                                          Debenhams are just a few
                                          of the retailers who’ve
                                          benefitted from new builds

                                          Ever wondered how services
                                          and safety go hand in hand:
                                          Silverburn shares their
                                          award winning solution

          a behind the scenes look at
          best practice in Interserve’s
          retail operations...

Issue Two | Summer 2011
2 | Summer 2011 |

what’s in store...
                                              Breaking news....

                                              INTERSERVE WIN MULTI-MILLION WILLIAM
                maintenance made                                                               an uphill challenge...
pg              easy
                                              HILL NATIONAL CLEANING CONTRACT
                                                                                               •   Mobilised 2,300 sites in just 60 days

pg 05
                innovation in
                                                                                               •   TUPE transferred 1,500 employees
                                                                                               •   Delivered full health and safety

pg 06
                building your retail          Interserve has won and started delivering
                                                                                                   training to all employees
                portfolio                     services on a multi-million, three-year
                                                                                               •   Inductions given to the whole team

pg 08
                making Meadowhall             contract to clean William Hill’s entire
                                              betting shop estate – the largest in the         •   Implemented mobile workforce to
                                              country.                                             self-deliver all cleaning services

pg 10
                making retail more
                sustainable                   This is the first time that William Hill has
                                              outsourced the cleaning of its entire betting

pg 11                                                                                                         market
                retail cleaning:
                                              shop estate throughout England, Scotland
                perfecting the art            and Wales.

pg 12
                how special events
                need good planning
                                              Beginning in early 2011, Interserve now                         update
                                              cleans over 2,300 sites throughout the

pg 14
                service and security          UK, with William Hill benefitting from           Dave Carson, Divisional Director
                at Silverburn                 Interserve’s experience in delivering            - Retail, comments on the two
                                              nationwide store support to retailers across     drivers facing retailers today
pg 15
                a day in the life...
                                              the UK. Over 1,500 people are employed           more than ever:
                but whose it?
                                              on the contract, who transferred from a
                                                                                                         “VAT has gone up, the price
                                              range of employers including from William
                                                                                                         of living has gone up, and the
                                              Hill itself.
                                                                                                         government is recommending a
                                              “The key skills that Interserve is bringing to             pay freeze. Customer’s pockets
                                              William Hill is our management knowledge                   will be tighter, and so you need
                                              and the systems that enable us to increase                 to make sure you’re delivering
                                              the efficiency of such a large-scale                       best value, and this means
                                              operation,” said Bruce Melizan, Interserve                 keeping your operating costs
                                              Executive Director. “We’ll be maintaining                  down.”
                                              the quality of service while saving the
                                              client money – and in the current economic
                                                                                                         “Some councils are encouraging
                                              climate, that’s a large part of what
                                                                                                         increasing in local car parking
                                              effective outsourcing is all about.”
                                                                                                         charges, but petrol prices are
                                                                                                         going up, the choice between in
                                                                                                         and out of town is going to be
                                                                                                         a tough one and so it’s going to
                                                                                                         be more important than ever to
                                                                                                         improve the experience and your
                                                                                                         facilities are key to shaping this
                                                                                          | Summer 2011 | 3

                                     tony talks retail
                                                  Now more than
                                                  ever the industry
                                                  is looking at cost
                                                  savings. We may
                                     have come out of the recession,
                                     but that doesn’t mean we
                                     haven’t learnt a lesson or two
                                     along the way, and retailers,
                                     more than most, have tightened
                                     their belts and intend to keep it
                                     that way.

                                     Technology is often cited as the cure
                                     for reducing costs, but it has to be
                                     implemented effectively. This is why
                                                                              behind the scenes look at the new security solution at
                                     at Interserve we trial and showcase
                                                                              Meadowhall, where we ensure shoppers are safe and
                                     new innovations that are based around
                                                                              secure wherever they are in the centre.
                                     improving service delivery and not the
                                     latest technical solution.               This issue also looks at best practice case studies across
                                                                              the whole property life-cycle, from the art of building
                                     Understanding the whole property
                                                                              and refreshing new stores, in and out of town, to how
                                     life-cycle means we can bring you
                                                                              services can be delivered sustainability.
                                     the solutions that will save you time,
                                     reduce costs and improve service         We understand the costs involved in managing your estate
                                     delivery. For instance, in this issue    effectively and are constantly looking to improve service
                                     we showcase AXIS, an innovative asset    delivery, enhance performance and most importantly, you
                                     management tool that provides real       guessed it, cut costs. So read on to find out how about
                                     time updates on the compliance of a      the ways we have found that integrating your support
                                     retailer’s estate. We also give you a    services can benefit you.

                                                                              Until next time...
Two shopping centres,
supported by Interserve,
short-listed at the SCEPTRE
Awards 2011

Meadowhall and Silverburn shopping centres have both been short-
listed at the SCEPTRE Shopping Centre Awards 2011. Interserve delivers
facilities management services at both shopping centres on a daily            Tony Sanders

basis.                                                                        Managing Director - Commercial, Interserve

Meadowhall was awarded FINALIST status in the Environmental Team of
the Year category for a range of environmental initiatives from a bore
hole to rainwater harvesting. Whilst at Silverburn they were awarded
FINALIST status in the Customer Service Team of the Year category for
delivering excellent services and reducing customer complaints.
4 | Summer 2011 |

essential maintenance
           Retailers seek to create a           cycle design
           uniquely satisfying shopping         to offering
           experience and Interserve’s          additional skills
task is to assist in achieving it.              and services that
Front-line service provision requires the
                                                may periodically
supporting infrastructure to operate
                                                require to
effectively. From the buildings that house
                                                support their
your teams to the mail rooms that support
your communications with the outside
world.                                          The increasing
                                                demand on
From business-focused maintenance that
                                                a retailers
tailors maintenance regimes to business
continuity and disaster recovery planning
                                                coupled with the
for emergency responses. From basic
                                                ever increasing
environmental accreditation to the long-
                                                complexity of
term improvement of your sustainability
performance. And from engineering life
                                                and safety
A technical solution:                           means that a
                                                ‘right first time’
•   24/7 service centre with mobile
                                                approach is
    engineers for instant support
•   Full design, install and refurbishment of
                                                To keep any building or store looking its       it is the building services that provide
    lifts, HVAC and combustion
                                                best and operating at peak efficiency,          the comfortable, safe and productive
•   Specialist working at height and fall       ongoing maintenance is vital. Whether it is     environment in the places we live, work
    arrest systems                              heating, air conditioning, lifts, internal or   and spend our leisure time. As these
•   Legionella risk assessments and asbestos    external decoration, fire systems, floors       services become more integral to built
    testing for your safety                     or lighting; or carrying out a planned          environments, so your service partner has
                                                programme of preventative maintenance as        to become integrated into the building
A wide range of services:
                                                well a provide a reactive service whenever      design and construction processes.
•   Planned and reactive maintenance            required.
                                                                                                A team of building services engineers and
•   Electrical test and inspection              These services need to be delivered             support staff with a wide mix of skills can
                                                by highly skilled, competent and                undertake defect diagnosis, condition
•   Project management for all works
                                                dedicated teams; who cover a variety            surveys, planned preventative maintenance
Enhancing service delivery:                     of trades including combustion                  regimes, asset audits, life cycle costing,

•   BSI 9001, 14001 and 18001 accreditation     engineers, lift maintenance technicians,        cost-in-use studies, energy audits and
                                                painters and decorators, electricians,          acquisition surveys. Not only does this
•   Fully trained NEBOSH and IOSH
                                                plumbers, plasterers and glaziers.              guarantee you peace of mind, it will reduce
                                                                                                costs and improve your environment,
                                                Whilst engineering services are vital to the
•   Over 100 RoSPA Gold Awards                                                                  ultimately leaving the retailer to focus on
                                                effective operation of all buildings. From
                                                                                                their core role and being assured that their
•   Full Site Specific Risk Assessments and     air conditioning, ventilation, public health
                                                                                                supporting infrastructure, can do just that,
    Safe Systems of Work                        works and lighting to ICT and security,
                                                                                                support them.
                                                                                          | Summer 2011 | 5

constant compliance
           A core part of facilities            AXIS was designed as a proactive system to     By undertaking maintenance tasks in
           management is the ongoing            manage the five key concepts of compliance     this manner, Interserve can take a more
           maintenance of often expansive       required to ensure adherence to current UK     proactive and whole life approach to asset
and geographically diverse sites, requiring     legislation.                                   management, reducing life-cycle costs and
an innovative and market leading                                                               accurately estimating future maintenance
                                                •   AXIS tracks planned - versus - actual
approach to compliance management.                                                             budgets.
                                                    maintenance and inspection activities
Interserve is required to carry out robust
and rigorous procedures surrounding
                                                •   AXIS tracks compliance of the safety       AXIS leads the way...
                                                    products eg. fire extinguishers
statutory compliance namely:                                                                   •    Established to deliver effective
                                                •   AXIS acts as an electronic site log-book
                                                                                                    compliance management and
•   Electrical systems which include;               and stores evidence of maintenance and
                                                                                                    reporting to Interserve client base
    lighting-protection systems, electrical         inspections, collating and cataloguing
    networks, electrical portable appliance         documents that have been completed         •    Dashboard access, with online
    testing, and emergency lighting                                                                 reporting and collaborative platform
                                                •   AXIS features a detailed list of issues
                                                                                                    with third party access
•   Fire detection and suppression systems          resulting from planned maintenance and
                                                    inspections that have been reviewed        •    Key management information made
•   Gas safety
                                                    and prioritised for action, based on            readily and easily available
•   Water-risk assessments and water-
                                                    their impact on a building, system or      •    Work flow tools implemented,
    hygiene checks
                                                    individual item                                 including online document
•   Lifts and lifting-equipment inspections                                                         management, issue tracking, incident
                                                •   AXIS has the capacity to prioritise
•   Pressure system inspections                     remedial works of an asset                      and compliance dashboards

For Interserve’s diverse range of contracts     AXIS therefore gives clients the most          •    Compliance inspection scheduling
we deliver statutory-compliance inspections     accurate measure of compliance.                     with all compliance issues logged and
and record thousands of active documents.                                                           tracked
                                                The system forecasts the expiry of
This often highlights a significant amount of                                                  •    Inspections reviewed against issues
                                                compliance documents enabling Interserve
disjointed-statutory data which is difficult                                                        identified and inspection and
                                                to proactively manage the delivery team.
to analyse, and does not provide an instant                                                         certificate scores measured side by
                                                It has a robust workflow management
and accurate overview of the asset data.                                                            side
                                                and communications process, generates
To aid this solution AXIS was developed.
                                                automatic email alerts and automatic-          •    Online automated
Interserve used its experience in complex       escalation processes and links all                  workflow
and diverse contracts, whilst ensuring that     information to live-manage issues at a              with tending
the solution would encompass everything         local, regional and national level.                 and analysis
required for better control and project risk                                                        automated
management, with all reporting being done
in-line with our clients’ requirements at a
significantly reduced cost.
6 | Summer 2011 |

how retailers are buildin
             Building properties that             Big box stores                               Out of town stores
             support retail every day.
                                                        Costco: Interserve undertook a                Debenhams: Interserve was
             A core part of Interserve’s                £75 million programme of works                responsible the shell and core fit
capability is our ability to support a building   for Costco, comprising of 16 projects        out project. Over 12 weeks, including
across its entire asset life cycle, from          across the United Kingdom including new      a 4 week client install, we turned an
design and build onwards.                         stores, modifications and refurbishments,    empty shell into a 10,000 square feet
                                                  and extensions. This achieved a 9.8%         trading store.
Interserve has the capability to deliver the
                                                  reduction in costs and a 31% programme
full range of building solutions from large                                                    Project works included; mezzanine floor,
turnkey design and build projects down to                                                      balustrades and stair cases, escalators
individual store refreshes with everything              Sports direct: In just 8 weeks,        and lifts including pit work and a full fit
in between. Our international coverage                  Interserve turned an empty shell       out.
and regional presence makes Interserve the        into a 12,000 square feet trading store.
                                                                                                      Interserve undertook the
ideal partner for developers and retailers        Works included multiple shell and core fit
                                                                                                      construction of Homebase
alike from full roll-out programmes to            out projects across the United Kingdom
                                                                                               and Halfords retail shops, located in
individual bespoke projects.                      including; mezzanine floors, balustrades,
                                                                                               Northallerton, on behalf of Rokeby
                                                  escalators and lifts.
Our specialist construction team has                                                           Developments Northern Limited. The
significant experience in the retail sector,                                                   £3.5 million-project, completed in
supporting clients such as B&Q, John Lewis,                                                    December 2007 within a tight 32-week
Costco and many more.                                                                          programme, included the creation of
                                                                                               new car parking facilities, associated
                                                                                               hard standing areas across the 24,000
                                                                                               square feet Homebase store and 12,239
                                                                                               square feet mezzanine and the 7,500
                                                                                               square feet Halfords store.
                                                                             | Summer 2011 | 7

ng up with Interserve
Retail parks                              Retail parks                                Benefits of Interserve

      Chesterfield: A £16.5 million, 90         For Barclays, Interserve delivered          We can guarantee you certainty
      week programme, awarded by                £270 million of work across the             of delivery in terms of your
Thornfield Developments to remodel a      UK including major new builds and a         building’s performance, the time and
significant area of their retail park.    £50 million, 148 branch refurbishment       cost of the project whether construction
                                          programme for Barclays. This achieved       or refurbishment, along with the
Interserve also provided the design
                                          a 10% saving on their headquarters, and     upmost levels in quality, safety and
and build of a commercial office and a
                                          a £4.5 million saving across the branch     sustainability. The benefits of using
Stretch B&Q Store, with the external
                                          refurbishment programme, due to the         Interserve include:
works including extensive remodelling
                                          delivery of two innovative solutions.
and creation of an urban park and 650                                                 •   Single point of contact
                                          Project works included escalators, lifts,
new parking bays.
                                          including pit work, and full fit out.       •   National coverage

                                                                                      •   Consistent approach

                                                                                      •   Quality programme management

                                                                                      •   Supply chain management

                                                                                      •   Sharing of innovation and best
                                                                                          practice across sectors and client

                                                                                      •   Measurable and demonstrable
                                                                                          continuous improvement
8 | Summer 2011 |

Motorola makes Meadow
            Yorkshire’s iconic Meadowhall       Single Solution Sought To                     requirements. The result was a single,
            Shopping Centre, situated on                                                      integrated system that allows management
            the outskirts of Sheffield, has
                                                Advance Efficient Use of                      to track and pinpoint the location
established itself as the region’s definitive   Resources                                     of personnel anywhere on site, with
retail experience attracting millions                                                         MOTOTRBO digital two-way radios providing
                                                Meadowhall had previously used a manual
of visitors each year. Stretching across                                                      crystal clear voice and data communication
                                                personnel monitoring system to plot the
1.5 million square feet of floor space,                                                       throughout the entire centre.
                                                location of its staff. This combined with
the Centre houses 280 stores featuring
                                                an analogue two-way radio system, which       In order to handle the high volume of
designer brands such as Firetrap, Lipsy
                                                had several coverage black spots, making it   voice and location data, the system is
and Hotel Chocolat. Shoppers can dine at
                                                difficult to communicate at times.            using Motorola’s Capacity Plus trunking
50 different eateries or be entertained at
                                                                                              technology that dramatically increases the
the 11-screen cinema complex.                   An integrated communications solution
                                                                                              capacity of a standard MOTOTRBO system.
                                                was needed to allow the security team to
With their strong focus on safety and
                                                track staff movements throughout the site.    Meadowhall has purchased a fleet of
high standards of customer service,
                                                This would help to improve staff safety,      Mototrbo DP3600 hand portable radios
Meadowhall, where Interserve provides
                                                allocate resources more effectively and       for management, security, technical and
support services including security, required
                                                aid the assessment and rewarding of good      cleaning employees to use across the
an integrated personnel tracking solution
                                                performance.                                  centre. Each radio has been fitted with a
that would enable the company to locate
                                                                                              DMRAlert® IN-TRACK option board. This
staff throughout the centre quickly and
                                                Digital Radio Provides                        interacts with wireless beacons that have
accurately while also meeting their
needs for reliable one-to-one and group         Backbone for Customised                       been installed discreetly throughout the
                                                                                              site. Every time a radio passes a beacon,
communication.                                  Tracking System
                                                                                              it sends a signal to the control room.
Motorola Distribution Partner DCRS worked       Having already developed a personnel          The radio’s location is mapped on one of
with Application Partner Alsatel to develop     locating system to run on MOTOTRBO,           two plasma screens, which respectively
DMRAlert® IN-TRACK, a customised tracking       Alsatel was approached by DCRS and they       show the centre’s upper and lower malls.
solution running on the MOTOTRBO digital        collaborated to modify the DMRAlert           Tracking information is recorded by the
radio platform.                                 solution to meet Meadowhall’s specific        centre and stored for full traceability.

                                                                                              “This is a passive tracking solution that
                                                                                              doesn’t require users to swipe a card or
                                                                                              tag a key fob. They simply go about their
                                                                                              normal daily duties and their location is
                                                                                              recorded. The system allows management
                                                                                              to see the exact location of personnel at
                                                                                              all times and to contact them instantly via
                                                                                              push-to-talk or text messaging,” explained
                                                                                              Dan Faulkner, Account Manager at DCRS.

                                                                                              MOTOTRBO’s advanced call management
                                                                                              feature facilitates individual and group
                                                                                              calls between multiple users and has an all
                                                                                              call option to override communications in
                                                                                              the event of an emergency. The Automatic
                                                                                              Registration Service (ARS) command shows
                                                                                            | Summer 2011 | 9

whall safer
 which radios are on-line and those that can      “The flexibility of the MOTOTRBO DMRAlert®
 be enabled or disabled remotely.                 IN-TRACK system caters for future                  Product:
                                                  expansion, maximising their investment
 In addition to Meadowhall’s own teams,                                                              •   MOTOTRBO
                                                  and offering easy upgrade paths,” noted
 there are over 280 retailers within the                                                             •   Capacity Plus
 centre who could connect to the control
                                                                                                     •   DMRAlert® IN-TRACK
 room via a ‘Centrelink’ analogue radio           Future plans include linking the system to
 system. MOTOTRBO’s ability to operate            Meadowhall’s Daily Occurrence Log which
                                                                                                     Solution Feature:
 in both analogue and digital mode will           records everything from the time the centre
 facilitate the gradual upgrade of the            opens its doors to details of all incidents.       •   Extended communications coverage
 ‘Centrelink’ system to a digital platform, to
                                                  Security is also expected to be enhanced           •   Simultaneous voice and data
 allow them to benefit from the increased
                                                  further by linking CCTV to the network, so         •   Integrated personnel tracking
 functionality and extended coverage offered
                                                  when a user pushes the alarm button on
 by the new network.                                                                                 •   Lone worker protection
                                                  their radio the CCTV system automatically

 Greater Coverage and                             focuses on their location.
                                                                                                     Solution Benefits:
 Monitoring of Staff                              Meadowhall Shopping Centre has deployed
                                                                                                     •   Increased safety
                                                  an integrated personnel tracking solution
 Movements Adds True                                                                                 •   Better utilisation of resources
                                                  using the MOTOTRBO digital radio platform.
 Value to Retail Outlets
                                                                                                     •   Quicker reaction times
                                                  The MOTOTRBO DMRAlert® IN-TRACK
 The ease of installation of the MOTOTRBO         system enables real-time tracking of staff         •   Improved security
 DMRAlert® IN-TRACK system caused minimal         and provides full communications coverage
 disruption to Meadowhall’s operations and        throughout the site, improving response                    Contact: Dawn Osborne
 communication has been improved due                                                                         Operational Director
                                                  times and safety levels.
 to the full indoor and outdoor coverage
 provided by the digital radio system.

 In addition, the integration of the retailers’   “This system sector needs more work on security
                                                  Retail is just part of our approach to
 analogue communication system into the           improving the safety and security of visitors,
                                                  i-FM recently commented on the British           considerable increase in the total value of
 digital network enables retailers to share       retailers and staff within the centre. It
                                                  Security Industry Association’s review of        the goods stolen.”
 information with security officers. This         provides excellent coverage of the centre,
                                                  figures in the British Retail Consortium
 has tightened security and promotes a            allowing us to ensure swift and targeted         Kelly went on to note that CCTV equipment,
                                                  Retail Crime Survey 2010. The BSIA says
 co-ordinated effort for tackling criminal        support, whilst improving response times         manned guarding and access control systems
                                                  that retailers need to ‘up their game’ in the
 activity.                                        and ultimately safety.”                          such as item tags have ‘time and again’
                                                  fight against retail crime by improving in-
                                                                                                   proven invaluable in deterring criminals and
 The ability to track and locate personnel        store security and seeking expert external
                                                  Dawn Osborne, Head of Operations,
                                                                                                   responding more effectively to offences.
 throughout the centre will both improve          advice.
                                                                                                   But, he pointed out, to get the most out
 response times and safety levels. Also,
                                                  The BRC survey results show that the             of these systems they must be properly
 being able to store data from the tracking
                                                  total value of goods stolen by customers         installed and monitored – and there is
 system and draw reports which indicate
                                                  increased to £137m in 2010. This comes           clearly room for improvement, as the rising
 the date, time and location of staff, can be
                                                  in spite of an 11% reduction in the overall      figure for loss highlights.
 invaluable in mitigating insurance claims for
                                                  number of offences taking place in the year.
 slips and trips. Together with CCTV footage,
 it provides important evidence that the
 correct action was taken.
                                                  BSIA Chief Executive James Kelly,
                                                  commenting on the results, said: “It is
                                                  alarming to discover that there has been a
                                                                                                    read online        
10 | Summer 2011 |

how to be sustainable?
Follow our top tips for making your retail environment sustainable...

Tenant Engagement                                                                               Control

•   Induct tenants to site                                                                      •   Use CIBSE guidelines to
    processes, to improve
                                                                       con                          determine correct BMS

    recycling and knowledge                                                                         operational temperature
    on local policies
                                               a                          t                         ranges
•   Implement education                                                                         •   Adapt lighting and heating to


    programmes for all                                                                              patterns of occupancy

    levels of tenant and
                                                                                                •   Change cleaning hours to
    management staff
                                                                                                    reduce energy usage

                                                                                                •   Install PIR (Passive Infrared)
                                                                                                    in areas of low occupancy


•   Adapt lighting to low
                                                                        su            ea        Measurement

    energy fittings                                                                             •   You can’t manage what you

•   Replace the fixtures                        re pl                      re                       don’t measure

    themselves to house even                                                                    •   Gain a baseline
    higher efficiency bulbs                                                                         understanding of how much
                                                                                                    and where energy is used on

                                                                                                •   Implement sub metering and
                                                                                                    energy audits

in practice at PRUPIM
Jointly with PRUPIM, Interserve has            This year we have also scoped out a photo-     saving the
appointed an environmental building design     voltaic cell project for PRUPIM. Installing
graduate, to carry out a detailed analysis     photo-voltaic cells on the roofs of the
                                                                                              bottom line
of the environmental performance of their      shopping centres, which will achieve a 10%     in your retail
shopping centres and suggest improvements.     return on investment as well as generating
This involved visiting all 11 shopping
centres, understanding and improving the       All this has been communicated back to the     1. review your liabilities

methods of measurement for environmental       centre management teams and PRUPIM,            2. identify requirements
performance.                                   through regular roadshows delivered across
                                                                                              3. implement early actions
                                               the centres helping raise awareness, along
For each site, Interserve has developed a
                                               with identifying how and where they can        4. forecast emissions
sustainability action plan, looking at the
                                               improve their environmental impact as
energy, water and waste consumption                                                           5. monitor savings
                                               individuals and as a business.
for each site. Travel plans have been

                                                                                             learn more
established, encouraging stakeholders to        Contact: Adam DeBenedictus
                                                Sustainability Co-ordinator
use sustainable transport.               
                                                                                       | Summer 2011 | 11

 top tips for retail
                                                confident in the knowledge that their          Sustainability will
 Gary Byart, Divisional Director
                                                support services are delivered by an           become more
          How can                               organisation that understands their culture    and more
          retailers                             and their needs.                               embedded
 ensure their cleaning                                                                         in our
                                                People are a critical part of this process,
 provider can deliver                                                                          operations, with
                                                which is why at Interserve, we were one of
 value?                                                                                        the focus moving to
                                                the first companies in the industry to sign
                                                                                               packaging and the green agenda.
                                                the UK Government’s Skills Pledge, and are
Value for money is, and will continue to
                                                the first ever company to train and qualify    This tough climate is forcing the
be, incredibly important both in the supply
                                                our employees in the Facilities Management     requirement to use space more effectively,
chain and the shoppers’ purse. With the
                                                NVQ Level 3 and Cleaning Apprenticeship.       reduce costs through energy management,
government spending review likely to affect
                                                                                               and improve resource and material use.
consumer spending patterns and retailer         Service charges are destined to reduce
stability, combined with the introduction       further, and so suppliers need to start        Our sustainable cleaning services continually
of the Carbon Reduction Commitment and          looking at where efficiencies can be           provide clients with an innovative range
the rise to a 20% VAT rate, we know how         generated without affecting service            of cleaning products that seek to not only
important it is for retailers to maximise       levels. The retail estate and facilities are   reduce the impact on the environment,
value from their bottom line.                   an excellent source for cost reduction,        but offer clear cost savings. Highly
                                                from better performance and energy             concentrated products outlast those of their
We are aware that we all need to look for
                                                management to installing technology and        competitors, our central procurement team
new opportunities, business growth and
                                                innovation to reducing your costs on a daily   secures economies of scale that allow us
cost saving opportunities, but one thing
                                                basis. Your cleaning team are a key part       to continually drive savings and offer best
is certain, cost effective and value added
                                                of this challenge, and they are an often       value throughout our cleaning services.
cleaning services are vital.
                                                overlooked part of the process.
                                                                                               In this respect Interserve has developed
Innovation is a critical part of any contract
                                                One of the most crucial areas that you can     RENEWABLES, a framework for managing
and Interserve has utilised a time and
                                                improve retail cleaning is through effective   our sustainable priorities, which are aligned
attendance system to reduce costs, improve
                                                performance measures:                          to the government’s guiding principles and
performance and better utilise resources,
                                                                                               shared UK priorities. This is helping us and
offering invaluable reporting information
                                                •   Ensure a direct link between               our clients to manage our environmental,
to manage risk and improve customer
                                                    measurement criteria and the service       social and economic responsibilities on a
                                                    level agreement                            daily basis, to drive value, innovation and a
People’s confidence in brands is dependent      •   Penalise under-performance and             sustainable future for us all.
on the quality of their experience, and             reward over-performance
                                                                                               All these approaches support the 24/7
retailers’ facilities need to meet these
                                                •   Ensure every aspect can be                 operations that Interserve provides to
                                                    objectively measured against an            our retail clients, including Argos, Boots,
Building a positive customer experience             agreed scoring table                       Homebase, HSBC and Sainsbury’s, and
is crucial when looking to differentiate                                                       is a key part of ensuring Interserve’s
                                                •   Tailor to your location and the
your retail store; your facilities should be                                                   commitment to quality across the 20
                                                    services provided there, don’t force
supported by one team working together                                                         shopping centres and 4,000 retail stores we
                                                    another system to fit
to enhance the customer experience.                                                            operate.
The retail cleaning team should enable          •   Don’t make it so complicated that no
                                                    one can operate it                           As published in the
the store to focus on their core business,
                                                                                                 Contract Cleaners
whilst reducing wasted management time          •   Be reasonable in your expectations
                                                                                                 Guide 2011
and administration, leaving the retailer
12 | Summer 2011 |

Supporting seasonal eve
                                               crowd management issues. The electrics          There were 25-tonnes of grit stored for such
John Devoy, Head of Operations
                                               are provided by our trained Interserve          an occasion but it still proves a challenge to
        What                                   engineers, and we support the management        keep the roads and car parks open.
        challenges                             team in putting up the internal decorations.
                                                                                               I can’t really sum up the madness of the
does a shopping                                This includes a one tonne Christmas Tree
                                                                                               Christmas season in a shopping centre, but
centre face over the                           which has to be suspended from the roof,
                                                                                               from the tills being down, to arguments
Christmas season?                              undergo significant stress testing, method
                                                                                               in the grotto queue, accidents in the
                                               statements and risk assessments.
                                                                                               The Avenue and first aid in the children’s
                                               We also install white picket fencing and        playground, a hoax terrorist threat and
From setting up at Cribbs
                                               fasten rubber mats down to ensure there         attempted break in are all just par for the
       The Mall at Cribbs Causeway,            are no slip and trip hazards. However,          course.
       operated by Interserve on behalf        there are the glamorous parts, such as
                                                                                               Measuring success:
of Prudential Property Investment              welcoming Barbara Windsor when she
Management, is the largest retail              arrives to greet Santa and open the ice rink,   •   3 days of record trading
destination in the South West of England.      to making sure that we clean up after the
                                                                                               •   £120 million of sales over the season
                                               reindeer, for one day a year our landscapers
As the facilities management provider                                                          •   3.5 million visitors over the season
                                               are lucky enough to be using reindeer
Interserve offers support and advice, from
                                               manure!                                         •   £853,000 gift cheques sold
where the nearest power sources are, to
health and safety risks, crowd management      Every day our duty managers organise            •   50,000-plus skaters use the ice rink
and securing the displays overnight.           proceedings, and our security team is
                                                                                               •   6,460 visitors visit Santa
                                               responsible for manning all the crowd
During the festive season the centre
                                               control barriers. The Control room keeps
remains open, 6am to midnight most
                                               an eye on the 200-plus cameras overseeing
days. This means changing the cleaning                                                          To the Royal Wedding...
                                               everything from traffic to spilt children’s
and security rotas to ensure that The Mall
                                               drinks, whilst the front of house staff are               April 29, 2011 is a date that is likely
is clean, safe and secure, that essential
                                               dressed up as Christmas helpers operating                 to be remembered for many years to
maintenance and project works are carried
                                               the ticket office, managing any extra            come. With the nation united by the first
out outside the core retail hours. The
                                               cash or demands for bags of change. Our          Royal Wedding for a generation.
team also offer support and advice when
                                               housekeeping team, however, has the job
setting up Santa’s grotto and the ice rink                                                      Whether it is a state event, major carnival,
                                               of clearing up the artificial snow that is
as to where the nearest power sources                                                           marathon, or even a large-scale emergency,
                                               blowing everywhere, emptying bins and
are; to any health and safety risks; and                                                        the success of dealing with major events
                                               recycling waste and keeping the washrooms
                                                                                                is very much dependent on the forward
                                                              clean, when the festive
                                                                                                planning and cohesion of numerous
                                                              season is well underway.
                                                                                                organisations and teams on the ground.
                                                              The snow was an added
                                                                                                For Interserve, the Royal Wedding was a
                                                              complication to the
                                                                                                perfect example of how individual teams
                                                              proceedings this year, and
                                                                                                can work together to play their part
                                                              the team pull together to
                                                                                                in the identification of risk, analysis of
                                                              ensure the gritting, ploughing
                                                                                                required resources and control of their
                                                              and snow-clearing are
                                                                                                use. Ultimately, the focus was to deliver an
                                                              achieved to keep the centre
                                                                                                enhanced level of service to their clients,
                                                              open at all costs.
                                                                                                whether this was supplying road closure
                                                                                                signage and street cones, cleaning reception
                                                                                          | Summer 2011 | 13

ents, all year round
 From unplanned incidents                         To an outdoor concert
          During the recent London riots,                  For 12,000 pop fans were treated        security and so on. We specifically co-
          Interserve was able to co-ordinate               to a star-studded line-up at            ordinated all event operations and logistics
 a fast response team to help refurbish one       Meadowhall’s first ever outdoor concert to       and were the main parts of the ‘command
 retail environment in Cambridge Circus,          switch on its festive lights.                    and control’ structure for the event on the
 which had sustained significant damage to                                                         night.
                                                  Making it a real winter Wonderland guests
 its windows and interiors.
                                                  joined Hallam FM to switch on the shopping       “The event posed some significant
 Interserve had engineers strategically           centre Christmas lights. Star guests             challenges from safely supporting a major
 placed in the city centre and on hand to         included, X Factor runner up Olly Murs,          concert event for 12,000 people on a car
 undertake any reactive and refurbishment         Alesha Dixon, Eliza Doolittle and Sam Clark,     park, to increasing footfall and retail
 works required by the client. Through            along with surprise guests - Louis Walsh         spend. The event was a great success with
 forward risk management planning the team        and Westlife Kian Egan’s new girl band,          some retailers reporting up to 35% increase
 was also able to utilise police information to   Wonderland.                                      in turnover for the day against the same
 formulate action plans within minutes of the                                                      day last year. However, the night itself was
                                                  All 12,000 free tickets were snapped up
 incident taking place.                                                                            such a high because it ran very smoothly,
                                                  within days of release for the event, staged
                                                                                                   most people really enjoyed it and we
 This enabled the team to begin the clean up      in the mall’s huge Oasis car park.
                                                                                                   showed what can be done with proper
 operation immediately after the forensics
                                                  Meadowhall, celebrating its 20th year, was       planning and training.
 team had examined the site. The building
                                                  turned into a winter wonderland, with
 was fully restored and re-opened within just                                                      “The whole team was involved in making
                                                  colourful parades, an indoor helter skelter
 three days.                                                                                       this event such a great success, we worked
                                                  and visit from Santa and his little elves in
                                                                                                   closely with the centre, local council,
                                                  his Ice Kingdom, located in The Gallery. And
                                                                                                   police, ambulance, fire and even the
 rooms, or closely monitoring security            while the cold, wind and drizzly weather
                                                                                                   local radio station. I am really proud of
 updates from the police.                         outside was frightful - the lights inside were
                                                                                                   how the team managed this event, from
 It is the support that Interserve provides                                                        co-ordinating with police, traffic etc.
 from a security and responsive aspect that       Dawn Osborne, Head of Operations talks           and delivering security support, looking
 really makes the difference. During April 29     about Interserve’s involvement:                  after artists, child welfare, and of course
 Interserve’s security teams were in regular                                                       cleaning up after it all. We also did
 contact with the Metropolitan Police to          “This was a massive team effort from the
                                                                                                   the ‘normal’ job of ensuring that the
 gauge the alert state accordingly. If the        marketing team who project managed it,
                                                                                                   internal business of the centre food court,
 alert status changed, this information would     to the property teams who had to create an
                                                                                                   cleaning, security etc. still went well
 allow the team to post additional security       event space out of a car park through to our
                                                                                                   whilst the concert ran outside.”
 and start the ‘escalation procedure’             teams on the ground, providing cleaning,

 depending on the levels of support needed.

 But it’s not all hard work at an event
 such as this; for example at Interserve’s
 ‘Time Out’ restaurant in central London,
 Interserve employees erected wedding
 bunting, had a TV showing the ceremony
 and even put on a special ‘Cream Tea’ menu
 on the day, which went down very well
 with those that were not able to attend the
14 | Summer 2011 |

service and security
at Silverburn
Since Silverburn opened in 2007, Interserve has been working with the centre to deliver
excellent customer service and consistently high standards in security. Below is a quick
overview of how the team have been improving standards and safety every day, from
Shopmobility to educating young people, the team has gone above and beyond - a feat that
was recognised at the recent BCSC Achieving Customer Excellence awards, where Silverburn
received the award for a centre over 80,000 square metres.

           With 14 million visitors a year      The team also supports the Arnold Clark        Every day the team goes above and beyond
           good customer service has never      Roadshow every year by supplying staff and     through:
           been so important.                   equipment to the Disabled Roadshow for
                                                                                               •   their good relationships with both the
                                                the visitors to use for free.
For instance the team provide Shopmobility                                                         stores and the retail mobile units,
services across the centre and since its        But great customer service is more than            where they gather information and pass
launch have 8,067 registered users, and         this, it is embedded in everything the staff       it on to the customers
between 20-50 users come in most days to        do. The customer service team has now
                                                                                               •   they have a good approach to dealing
use the service.                                completed their SVQ Level 2 in Customer
                                                                                                   with complaints and will resolve the
                                                Care, to a high standard, which enhances
Regular customer, Mrs Elizabeth Gillespie,                                                         situation as quickly as possible, seeing a
                                                the level of customer care that is given.
commented on the service: “The scheme                                                              46% reduction in customer complaints
means that I can use Silverburn for my          The team are also effective in trying          This commitment has also seen a 4.7%
weekly shopping – I’m not sure what I’d         to reunite customers with lost property        increase in customer footfall and a 12%
do without it. It’s fantastic to hear that so   and often promote VIP’s at the Customer        increase in staff retention.
many other people have benefited from it        Service Desk and out in the mall when they
too and I’m really happy with the great job     are interacting with the shoppers at all
that the team is doing.”                        times.
                                                                                                   Jonathan Doughty, Co-chair of BCSC’s
                                                                                                   Customer Experience Committee,
Improving services through security                                                                commented: “Good customer service
                                                                                                   is crucial in creating an overall positive
Situated a regeneration area the centre’s challenge is to provide an oasis and friendly
                                                                                                   experience for shoppers – and is key
and safe environment for all staff and customers alike. With the shoplifting detection
                                                                                                   to attracting and retaining business
rate increasing 99% in the last year, and suspect person reports increasing by 163%. The
                                                                                                   in these challenging times. The
36-strong security team has been working with the local community and Strathclyde Police
                                                                                                   judging panel was very impressed and
on new initiatives that include:
                                                                                                   encouraged by many of this year’s
•   Youth clubs and Schools visit the control   •   Formed an Information Sharing Group in         entrants, who have demonstrated what
    room and speaking to Security about the         conjunction with Strathclyde Police and        can and needs to be done to deliver
    importance of security in the centre.           RACS.                                          excellent customer service.”
•   Working closely with SARCO                  •   Founded Ring Round Scheme with all
    (Safeguarding Communities-Reducing              major shopping centres in the central
    Offending) on new processes to educate          belt in Scotland.
    young-offenders about causes of crime.

The success of these initiatives were recognised through the Park Mark® Safer Parking
Scheme recognition for reducing both crime and the fear of crime in parking facilities.
                                                                                            | Summer 2011 | 15

a day in the life...
  Moira Maxwell, Operations Manager                                       7.10am
                                                                          After parking my car in the
            Moira manages                                                 4,500 space car park, I take
            four service                                                  a walk around the shopping
  managers and over 120                                                   centre, housing 95 shops and
  staff across the 1,500,000                                              14 restaurants. It takes a good
  square foot out of town,                                                hour to check on both inside
  Silverburn, shopping                                                    and outside of Scotland’s largest
  centre in Glasgow                                                       shopping centre.

 Myself and our engineer meet                                              I meet the maintenance                            After finishing my check I

 a new sub-contractor for our                                              and electrical team for our                       say good morning to the
 standard greeting meeting                                                 morning brief, run through                        team and head over to the
 to agree processes and                                                    a status and performance                          control centre, where our
 expectations. Afterwards we                                               update on all preventative                        security manager is waiting

 head to the mall to check on                                              and planned maintenance                           with a cup of coffee and
 the electrics for a new mobile                                            tasks, including the install                      a report of last night’s
 unit for a handbag booth.                                                 of a ice-cream booth - just                       activities, covered by our
                                                                           in time for summer.
                                                                                                                             263 cameras.

          I’m running late (albeit
          not by much for once) for
                                        12.55pm                                                                              It’s our monthly retail
                                                                                                                             meeting today, which I
                                        I grab a quick bite to eat from
          a budget meeting with                                                                                              attend, to find out what’s
                                        M&S with the heads of team,
          my line manager. It’s                                                                                              happening with the centre
                                        to check everything is on track

          vital that all services and                                                                                        going forward and any
                                        and go through any additional

          project works are kept                                                                                             new initiatives and store
                                        resource requirements. It’s a
          within budget, and he                                                                                              launches. I let them
                                        small team but their support is
          updates me on any new                                                                                              know about our upcoming
                                        vital to the successful running
          processes and procedures.                                                                                          charity bike-ride.
                                        of this contract.

 Almost time to head home
 when the centre director
                                                                                   Finally I sit down at my
                                                                                   desk to go through e-mails        4.25pm
                                                                                   and check up on projects.         I pop my head round the door
 swings by to see how things are
                                                                                   I review the report I’m           of the main meeting room to
 going. It’s been a quiet day,
                                                                                   writing for the launch of a       see how our security manager
 until the control manager calls

                                                                                   new training programme,           is doing with a classroom full
 in for extra support in the car
                                                                                   since I spent the day             of teenagers. He’s hoping to
 park, I role my sleeves up and
                                                                                   testing mobility scooters –       teach them about security
 head out to meet him.
                                                                                   now that was fun…                 issues and safe behaviour in
6.15pm                                                                                                               the centre – good luck to him!

              Contact: Moira Maxwell
              General Manager
16 | Summer 2011 |

                                                                                            020 7902 2000


Need support, ask Interserve...
                         Tony Sanders | Managing Director - Commercial
                         Tony has overall strategic direction and management of
                         Interserve’s retail and commercial portfolio, including PRUPIM,
                         CB Richard Ellis, Sainsbury’s, HSBC and many more.
                | 07501 485666

                         Colin Read | Property and Centre Director
                         Colin has extensive experience in the retail industry and in
                         delivering technical facilities management to clients, and has
                         responsibility for Interserve’s retail property portfolio.
                | 07918 652893

                         Gary Byart | Retail Divisional Director
                         Gary has overall responsibility for Interserve’s contract with
                         Sainsbury’s, overseeing 254 stores, 7 depots and their head
                         office in Holborn.
                | 07973 954888

                         Dave Carson |National Retail Cleaning
                         Dave is responsible for ensuring cleaning services are provided
                         to over 2,100 retail sites within the UK and Republic of Ireland
                         on a daily basis.
                | 07771 723343

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