Engineering Maintenance

An exemplary maintenance service is one that takes into account all of the key factors that impact any client that has assets supporting their business activity. These include up-time, energy efficiency, carbon impact and whole-life cost. Using our digitally-enabled maintenance service, we are able to embed these key factors into the maintenance regime.

At Mitie, we have experts in energy management and carbon reduction who support our maintenance teams to ensure that equipment is being managed at optimum efficiency. We consider the impact of specific maintenance cycles on the efficiency of equipment and the environment. Meanwhile our experts in asset planning also ensure that up-time is maintained and asset life-expectancy extended to reduce on-going life-cycle costs.

Supporting the ongoing delivery of this total maintenance service requires easy access to rich data and we achieve this through the combination of our state-of-the art maintenance platform, our Service Operations Centre and our data analytics teams.

Making data actionable can be one of the toughest business challenges to overcome. It is why we use and develop tools that provide our teams and customers a view of data to stay informed and act proactively. And because we capture, store and analyse the data ourselves, rather than relying on numerous third parties, we ensure a more accurate and connected view of asset performance.

We connect your key assets to our Service Operations Centre where we monitor, diagnose and rectify issues before they even become a problem, all in real-time, 24/7.

With data informing our maintenance regimes, we build digital twins of client facilities and set operating parameters for critical items of plant and equipment. We then use automated monitoring to track the performance of each item against these parameters, providing early warning of any future issues that require attention.

Our Service Operations Centre also allows for remote intervention, such as bypassing or turning off specific items in order to avoid a building, full equipment, failure. The result is significantly reduced asset downtime, cost reduction and improved sustainability.

We build end-to-end maintenance and repair regimes that simply work. The principle of end-to-end service includes the efficient gathering of detailed asset data to build a comprehensive database that informs routine planned activity and drives efficiency in reactive repairs.

We connect our Service Operations Centre, our Helpdesk teams and our engineers to the database, using state of the art communications tools that ensure we are able to access vital information, provide instruction and update action records, all in real-time.

Building users are able to request a service or report a fault using multiple channels including web-portals, voice calls or our mobile App ‘Aria’. Our aim is that once a request has been logged there is no need for further client or customer intervention. We ensure that the service or repair is delivered on-time and in-line with our contract terms and provide updates that can be accessed as needed. This is the essence of our Seamless Service.

Harnessing technology and process innovation is vital, but we believe it is all for nothing without human customer relationships. A customer-centric approach is part of our DNA. Our people use empathy, passion and determination to understand and anticipate customer needs and provide solutions that make their lives easier because for us, it’s personal.

Our account managers are dedicated; dedicated to our customers and dedicated to providing the best service. That means proactively looking ahead to improve service, but also always being ready to respond to challenges. Our account managers are focused on getting things done as quietly and efficiently as possible.

Our people are experts in their field, armed with the right tools, the right data and the organisational support to get the job done right. They offer effective on-site support, proactive solutions, and straightforward, honest communication that customers can trust.