OCS welcomes Jacky So as ESG Director for the UK & Ireland

OCS are pleased to announce that Jacky So has been appointed as the Environmental, Social, and Governance (ESG) Director for the United Kingdom and Ireland.

In his previous role as Head of Sustainability Reporting at THG (The Hut Group), Jacky led the ESG reporting initiatives, ensuring compliance with critical sustainability reporting regulations. He also set high standards for transparency and accountability by overseeing THG’s first external assurance of non-financial data.

Before these roles, Jacky made significant contributions at British Airways, Siemens AG, and Network Rail, where he demonstrated his ability to drive sustainability initiatives across diverse industries.

Jacky’s extensive experience and passion for sustainability align perfectly with our commitment to ESG principles. With his leadership, we look forward to elevating our ESG efforts and making a meaningful impact on the environment, society, and governance.

OCS supports Scottish Autism Charity with a sensory room for a local school

As part of its commitment to delivering social value within its communities, OCS were delighted to help Scottish Autism’s New Struan School, based in Alloa, create a new sensory room designed to help enrich the learning experience of its pupils. The project took around six months and was supported by OCS’ customer, SCTS (The Scottish Courts and Tribunals Service), and its local supply chain.

The OCS team, some of whom have a personal connection with the charity, donated their time and resources, working closely with the school to ensure that the refurbishment of the existing sensory room best met the needs of the young people – this was done by creating an internal space with an external feel. Works included sensory flooring, a bespoke mural including user drawings, bespoke lighting, sound system, sensory equipment and a quiet corner. The new room will form an important part of the everyday experience for young people at New Struan, and the staff team are ‘delighted and excited’ by the new resource.

New Struan Head Teacher Lee-Anne McAulay said: “The partnership with OCS has been an absolute dream for us; the team entirely supported our vision, and nothing was too much to ask. We wanted to ensure that the sensory room would be part of the everyday sensory regulation for our young people and built into the curriculum. Too often, the perception of such resources is that they are somewhere for young people to be sent when they are struggling to regulate or distressed. We wanted a space to flip that expectation and make it integral to the school experience. I cannot overstate the benefit our young people will get from this calm, beautiful sensory space.”

Colin Rushforth, Account Director at OCS, added: “Scottish Autism is a charity which gives so much to the Scottish community and is close to my heart. With the support of our dedicated team and supply chain, we at OCS were delighted to help such a great cause and work with the fantastic staff at New Struan School.

“From the outset, our joint vision with Michael Laurie Architects and the New Struan staff was to create a bespoke space which would bring an outdoor feeling indoors. We feel the completed project reflects this. We hope the young people enjoy their new Sensory Room and look forward to supporting Scottish Autism in future projects.”

Wear Red and Show Racism The Red Card

Show Racism the Red Card is the UK’s leading anti-racism charity, and ‘Wear Red Day’ is their national day of action.

Wear Red Day is the UK’s largest anti-racism fundraiser, with over 444,000 people poised to take a stand this Friday. The day is about more than just a colour, it’s about creating unity, it’s about starting a discussion, and most of all, it’s about taking a stand against all forms of racism.

As part of our commitment to diversity, equity and inclusion, we’re encouraging our colleagues to wear red on the 20th of October to combat racism. From socks to scrunchies, t-shirts to onesies, wear red to stand against discrimination.

Find out more about the day by watching the video below.

Show Racism the Red Card was established in January 1996, in collaboration with then ex-Trinidad and Tobago goalkeeper Shaka Hislop.

While playing for Newcastle in the 1990s, Shaka was at a petrol station near St James’ Park when he was confronted by a group of young people shouting racist abuse. After one of the group realised that they had been shouting at Shaka Hislop, the Newcastle United football player, they came over to ask for an autograph.

Over the years, the charity has grown and is recognised across the football industry with professional football players such as Harry Kane, Dele Ali, Alex Oxlade-Chamberlain, Jordan Pickford, Trent Alexander-Arnold, Harry Maguire, Eni Aluko as well as England manager Gareth Southgate involved in their education programme.

Find out more about Shaka’s story and the amazing work Show Racism the Red Card does here.

OCS announces its first bolt-on acquisition under the ownership of CD&R

OCS, a leading global facilities service provider, announces that it has acquired Accuro, a UK provider of business-critical facilities management services to the education and healthcare sectors. This strategic acquisition marks a significant milestone for OCS, further strengthening its service offering to the public sector in the UK.

Founded in 2005, Accuro is a provider of high-quality facilities management services to clients across the Midlands, East Anglia, and the North of England. It holds a portfolio of successful, long-term contracts mostly within the healthcare sector. More recently, Accuro has diversified into the education sector with a focus on cleaning services.

The acquisition is OCS’s first since it merged with Atalian Servest’s UK, Ireland and Asia operations following significant investment from private equity firm Clayton, Dubilier & Rice earlier in 2023. It represents another significant step toward OCS realising its mission of becoming the world’s premier international facilities service provider and underlines its focus on providing unparalleled facilities services across the UK and beyond.

For Accuro, this deal provides an exciting opportunity for further growth and development. The integration with OCS will create new opportunities for Accuro’s team, paving the way for expanded capabilities and enhanced service offerings. Furthermore, Accuro and OCS share a similar culture and are both driven by a desire to provide the highest quality of service to customers. This alignment in values and commitment to excellence makes the deal a positive fit for both companies.

In addition to acquisitive growth, 2023 has seen OCS deliver on its organic growth targets including significant new business wins such as contracts with the Government Property Agency, Irish Rail, and Royal Parks. OCS remains dedicated to retaining and expanding its prestigious client base while also concentrating on the development of a compelling M&A pipeline into 2024.

“We are delighted to be announcing this deal which marks a significant milestone for OCS. I have long admired the quality service Accuro offers as well as its commitment to upholding its strong values as a business. Since Nigel founded Accuro in 2005, the business has had a track record of delivering the highest levels of service to its customers. Accuro’s in-depth knowledge of the UK’s education and healthcare sectors are extremely complementary of OCS’ existing public sector offering and will play a part in the delivery of our growth plans in the coming years.”

Daniel Dickson

UK & Ireland CEO of OCS

“Over the last 18 years we have provided our customers with a unique and tailored service, which in turn, has delivered the business consistent growth. We have a great team of people with passion, focus and high integrity and I’m very proud of our organisation we have built.

“OCS is one of the leading facilities service providers in the market with an evident commitment to providing the best level of service to their customers. I believe Accuro’s values and culture are aligned with those of OCS and together we’ll be able to provide a market leading service, ultimately driving the growth of the business for years to come.”

Nigel Prothero

CEO of Accuro Group Holdings

Why Net Promoter Score is key to consistent improvement at OCS

Here at OCS, we’re on a mission to be the very best facilities services business in the world, making people and places the best they can be.

Critical to achieving that ambition is a commitment to continually improve everything we do – which is why Net Promoter Score (NPS) is fundamental to continually improving the services we provide.

What is Net Promoter Score?

NPS is considered the international benchmark for measuring customer satisfaction and, as such, is used by businesses across the world.

NPS is usually measured by answering a single question: How likely is it you would recommend this business or service to a friend or colleague?

Customers are asked to rate the business out of 10. If they give a rating of 0-6 they are considered to be a detractor, 7-8 considered passive, and if they score the business 9-10 they are considered to be a promoter.

The NPS score is calculated by subtracting the percentage of promoters from the percentage of detractors, and can range from -100 to 100.

Many businesses use third parties to conduct the survey on their behalf via a phone call – however, at OCS, we do things a little differently.

How does OCS approach NPS?

While using a third party to conduct the NPS survey brings some time-saving benefits, we see it as a missed opportunity to genuinely improve the way we work with our customers and the services we provide.

We use our executive and management team to conduct our NPS surveys for us.

“There are a lot of rules around it,” explains Gavin Wainer, Group Commercial Officer at OCS.

“Our teams always survey customers from other divisions or those they’re not directly involved with. This allows for objectivity and removes any subjectivity. We try to get repeat visits each year, too, so the same person conducts the survey and builds up a relationship with the customer.

“As well as being able to uncover potential issues, this gives the customer an independent person to speak with who can influence how the account operates.”

Surveyors are trained in how to conduct the survey to ensure we get the very best outcomes possible.

“It’s important the surveyor is the independent person in the room,” says Gavin.

In addition to the single question that is usually asked, OCS asks customers a further 12 questions to gain deeper insight that can translate into meaningful action and improvement across the account and the wider business. We also survey our frontline colleagues who work on the customer’s account, asking them, ‘Would you recommend OCS as a good place to work?’

If we have happy colleagues and happy customers, we’re moving in the right direction.

What action is taken after an NPS survey?

As well as helping us understand where we can improve, if a customer scores OCS as a passive or negative, it automatically triggers an action plan.

“We’ll always debrief with the contract manager, and put together an action plan to understand the feedback and the actions we need to take to improve,” explains Gavin.

“This may include also opportunities to work together differently, and then helps guide the day-to-day, as well as providing the basis of the NPS conversation the following year.

“This way, the customer has been listened to, and any concerns or areas of improvement have been addressed, which doesn’t always happen if you engage a third party to conduct the survey.”

What’s a good NPS score?

In facilities management, 40% is seen as the gold standard. We’ve been measuring our NPS since 2016, and have exceeded the industry standard since 2018. In 2020, we achieved 67.31%, while in 2021 we scored 80.39%.

Why is NPS an important metric for OCS?

Ultimately, as a business, OCS is completely reliant on customer satisfaction. If customers aren’t happy with the services we provide, we don’t have a business – which is why we place such importance on understanding how we can improve.

“It helps us iron out issues earlier and more quickly, and it’s also a good barometer for the business because if we have happy customers and good relationships, it shows we’re doing a good job,” says Gavin.

At OCS, we’re committed to being the best – and to do that, we have to continually encourage feedback and listen to our customers because by doing just that, we’ll achieve incredibly strong outcomes together.