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Mitie

T: +4401179708800  /  E: info@mitie.com

Delivering an integrated solution at Vodafone

Services

  • Cleaning (specialist, internal and external)
  • Fabric maintenance
  • Front of house services
  • Grounds maintenance
  • Helpdesk
  • Internal planting
  • Mail room management
  • Mechanical and electrical maintenance (including critical systems)
  • Meeting room services
  • Porterage
  • Total security management
  • Waste management
  • Energy management
  • QHSE services
  • Travel management
  • Work place management

Locations

450 properties, including UK headquarters, regional offices, data centres, call centres and retail stores

People

700+

“Mitie’s integrated FM contract has supported our approach to agile working - delivering cost savings and efficiencies.”

David Fry.  Head of Property at Vodafone

About the contract

What originally started as a lighting contract in 2004, developed to become a fully integrated facilities management model in 2009.

What was the client looking for?

In 2010, Vodafone was looking to outsource all non-core activities, consolidate its supply chain and adopt a more efficient, integrated facilities management model across all its UK properties.
 

How did we help?

Culture change programme
Prior to Mitie’s IFM model being introduced, the provision of FM services was fragmented.. Our key, challenge was to create a shared culture and instil this in the new team. We created the 1team identity which embodies a unified approach to service delivery and launched a culture change programme across the 400+ buildings.

Building a strong partnership
Our 1team self-delivers 95% of services, and has worked together with Vodafone to align an agile delivery model – a great example of the strong partnership we have built.

We also incorporated Vodafone’s retail outlets in the contract through a specialist service provided via a national network of multi-skilled MobileTech engineers.

Continuous improvement and innovation
Continuous improvement and innovation remains top of our agenda. With this in mind, we implemented our proven Lean Six Sigma methodology, increasing productivity and the quality of our cleaning service.

We’ve also hired a dedicated innovation manager, and regularly host joint strategic board meetings to ensure the strategic direction of the contract is aligned with ever-changing business operations) and innovation forums, bringing together the senior management team from Vodafone and Mitie and our main supplier partners, to innovate and share best practice.

Our web-based account management portal, Miworld allows Vodafone to monitor, manage and act strategically on information presented across their entire property estate.

Customer Experience Managers (CEMs)
We redefined the team’s values and behaviours in order to ensure the customer service delivered matches the expectations of our client and is in line with Vodafone’s vision to build Britain’s best workplace, which resulted in the creation of the role of ‘Customer Experience Manager’ (CEM).

The results

Key successes as a result of our strong partnership include:

  • Helping Vodafone to achieve their stated 50% carbon reduction target by 2020

  • Helpdesk award received from the client for  customer excellence

  • Guaranteed energy savings

  • More efficient call logging and processing

  • Savings and business continuity plan

Awards and accreditations

  • Hospitality Assured accreditation with first time highest score for 5 regional sites and a score which has increased for the second year running for the Newbury headquarters.

  • The team have won the gold award for workplace safety from the Royal Society for the Prevention of Accidents (RoSPA), working up from a silver award the year prior.

  • ‘Highly Commended’ at the BIFM Awards 2016, in the ‘Impact on Customer Experience’ category.