Case study 2 February 2020

Deloitte – service excellence & sustainability

The challenge

Deloitte is one of the largest professional services providers in the world, employing over 16,500 staff in the UK alone.

Our relationship with the company started in 2005. As part of a total facilities management (TFM) solution across their UK real estate portfolio, they required a cleaning partner who could deliver service excellence in a sustainable way.


We deployed a London-based central management team to be accountable for service governance. This centralised management model enables cross-service MI reporting and prompt decision making via our National Operations Centre (NOC).

To deliver service consistency, a Cleaning Performance & Delivery Manager was appointed. The role, which is unique to this contract, is responsible for ensuring service delivery adheres to an agreed Contract Quality management plan.

A personal touch also defines our approach: as part of our service delivery we have introduced a non-disruptive ‘Ground Hog Day’ service model – this cleaning is undertaken at night and, as the building is meticulously reset each night, a seamless client experience is delivered each morning.

The cleaning services we provide include:

  • General cleaning
  • Housekeeping duties
  • Deep cleans
  • Window cleaning
  • Carpets PPMs
  • Reactive cleans
  • Ad-hoc works: window cleans, hard floor cleans, jet washing, upholstery, as well as regular PPM

To ensure our cleaning staff have the requisite skills to deliver to very high standards, we have instigated a BICSc approved onsite training academy. All cleaning staff undertake a ‘Journey to Service Excellence’ programme that is aligned to Deloitte company values.

In support of Deloitte’s sustainability requirements, we deployed a ‘Purex’ chemical-free cleaning system. The water-based cleaning solution uses a seven-stage filtration process that, when compared to more traditional methods, is more environmentally friendly, delivers improved cleaning performance and reduces cost.

We have also deployed proprietary technology to support our teams. A bespoke app allows cleaners to request support or report problems in real-time. It includes the ability to submit photos, enabling accurate triage and expedient issue resolution.


5-star hotel-style cleaning is the standard across the entire estate. At the Deloitte London campus alone, this exceptional performance has been recognised by the award of over 30 Mitie Stars.

In addition, Deloitte employees have used their own company recognition schemes to acknowledge the excellent performance of Mitie colleagues. These awards demonstrate that for many Deloitte employees our cleaning teams are not simply people who turn up and clean, rather, they are thought of as essential members of the Deloitte team.

Other information

The British Institute of Cleaning Science (BICSc) is the cleaning industry’s largest independent professional and educational body. They are raising the standards through professional standards and accredited training. Our onsite academy uses BICSc accredited trainers, ensuring our cleaning teams understand:

  • Cleaning operations health and safety
  • Dynamic risk assessment
  • Electrical safety
  • Safe use and care of equipment
  • Importance of correct dilution
  • Cleaning store housekeeping.

Some of the key benefits of using the Purex filtration system include:

  • Environmental sustainability: Zero chemical or packaging waste, and no transportation of chemicals to site
  • Increased OH&S: No COSHH requirements
  • Healthier client environment: No risk from chemical exposure
  • Significantly reduced cost

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