Service Provider of the Year
Sponsored by Hays
Winner: Mitie Client Services
This submission was exceptional in the clear articulation of client values that were specifically adjusted for each client. The mantra of the Mitie team is to adopt behaviours that align to those values and then put into action tasks, deliverables and services that fully underpins the culture and ethos of the client. This is part of the selection, training and induction process the Company use to prepare staff for client assignments. The Revolution Academy is the training package, focussing on client service culture to 'create exceptional and memorable experiences' for clients. An essential part includes attention to detail to identify improvement opportunities such as a focus on how you use your voice and the posture you adopt are all part of the image of care and attention. This approach on specific, client-centred solutions, together with the energy with which the Mitie team undertakes to 'get under the skin' of each client is an old-fashioned, but sadly increasingly rare offering in today's market. Clients were very clear that Mitie had been able to fully and proactively support the introduction of their new business operating model, with its focus on shared services across operations - in other words, they had 'got it'.
Highly commened: Interserve – Project Armada
This PFI scheme ‘creating, operating and maintaining’ the MoD living accommodation at HMS Drake in Plymouth, has been successfully due to a strong collaborative culture consisting of Interserve, MoD and Royal Navy stakeholders. A high degree of collaboration and communication exists between the 3 main contract stakeholders. The funding, as always, is under pressure but Interserve have been able to accommodate changes and accept risk in exchange for latitude over delivery methodologies that are the direct result of the intimate understanding the client and delivery teams have built over the last 8 years. The temporary SPARKS buildings that are set to help injured servicemen to adjust to independent living once again are constructed in portakabin structures, pending the construction of a larger facility housing 60 bed-living rooms. Interserve continue to build on their own understanding of what it means to support injured servicemen, which has been developed from discussions and trials by these servicemen to provide functional accommodation with a sense of independence. Retention and occupancy rates are key measures of success and key individuals within Interserve are seen as having positive impact on these figures. Staff retention is high and the Project Armada team is seen as a launch-pad for several promotions amongst staff to other Interserve projects. A number of other initiatives that demonstrate the stakeholders working as ‘one team’ include:
- Business Focussed Maintenance incorporating the best of reliability centred and condition based maintenance techniques.
- The implementation of a highly successful Pay-As-You-Dine service
- Refurbishment and fit-out of new single-living accommodation for various ratings and ranks
- New in 2011 winner: Westway Services Limited; see winning case study here