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.

Jun Sochi appointed as APAC Chief Strategy Officer and Cluster Managing Director

Wherever Jun Sochi is in the world, he’s constantly driven by a desire to contribute to and help build his local community.

OCS’s newly appointed Chief Strategy Officer and Sub Region Managing Director for Asia Pacific and the Middle East grew up in New York, and has lived for the past 15 years in Asia – primarily in Singapore – and his belief in the importance of community has been a constant.

“I’ve always believed that, wherever you’re living, you’ve got to do more than just live your own life,” he explains.

“Yes, you go to work, you have your friends and your social activities, but I believe you should make a meaningful contribution back to the community in which you live.”

On many weekends in Singapore, you’ll find Jun and his wife Jo volunteering in aged care facilities, hospices, mental health wards and with children who have autism – with their dog Topper, as part of a therapy dog organisation, Therapy Dogs Singapore.

“The nurses always comment afterwards about how different the mood and behaviour of the residents are
after they’ve interacted with the dogs and the volunteers.”

“It’s fascinating because it exposes me to a wider, broader part of Singapore. It gives me a much more well-rounded view and appreciation for the community that I live in, and I just try to give something back, and have a positive impact on the community.”

Creating communities from the ground up.

When he’s back home in New York – to which he returns to spend time twice a year – Jun volunteers with a local nature conservation group, clearing trails in the woods or cleaning waterfront areas. As a keen sailor, he also volunteers his time to teach people how to sail. While living in New York City, he also volunteered on the board of a music school that builds an appreciation of music for preschool-aged children.

But this desire and drive to build better communities isn’t something that’s an ‘out of hours’ passion for Jun. Over the past 35 years, Jun has held a number of leadership positions in companies that have been focused on creating the infrastructure to build, develop and maintain the facilities that
support communities.

Having initially studied architecture, he spent 17 years at Johnson Controls, a building automation company, and, more recently, spent over a decade in commercial real estate at Cushman & Wakefield, where he was Chief Operating Officer for Asia Pacific.

“After studying architecture, I wanted to work in real estate development and especially renovation and adaptive reuse projects,” says Jun.

“Deep down, I love being out in the field, on a construction site, with my boots on, trudging through mud, walking through buildings that are being completely renovated and repurposed.”

“Of course, to do that, it requires the coordination of a lot of different people and teams, and you’ve got to make sure all of the pieces come together.”

Harnessing that ability to bring people together to achieve a positive outcome for customers and communities has been a driving force throughout his career.

A new chapter at OCS.

It was this ability to help communities thrive that played a major role in attracting Jun to OCS, with its focus on making people and places the best they can be.

“What attracted me to the company was the opportunity to make a real impact on people’s lives,” he says.

“We have around 75,000 employees here in Asia, and around 95% of them are frontline workers – cleaners, security guards, technicians, landscapers, catering teams and many, many more.

“We have the opportunity to provide people with secure and safe work environments that will pay them consistently on time at a proper wage and offer them proper benefits.

“This helps create a sense of dignity, and not only impacts their lives but the lives of their family and their community, too.”

Looking forward, Jun’s enthused by the challenge of building the OCS brand throughout Asia, and the impact the business can make.

“It’s important to not lose sight of where we’re starting from, but we have a good foundation to build upon.” he says.

“From there, we can contribute to our own sustainability goals, and help our customers meet the ESG commitments they’ve made.”

All of which, of course, combine to enable people and places to be their very, very best.

Government Property Agency (GPA) awarded 5-year contract to OCS

Following on from the announcement by The Government Property Agency regarding the award of a number of FM contracts, Atalian Servest, part of OCS, has released further detail about its important role in the GPA’s UK-wide workplace services transformation programme (WSTP)*.

The Group has confirmed that it has been awarded a 5-year contract to provide a range of hard and soft FM services at 69 key Government sites across the UK, including strategically important government buildings in Whitehall such as 10 Downing St and Admiralty Building. These include planned and reactive maintenance, handyman services, lifecycle works, project works. cleaning, reception, porterage, catering, waste, grounds maintenance and pest control.

The number of roles will be increased by 30% across a range of disciplines to support OCS’ commitment to driving continuous improvement and delivering a strong customer experience, with all staff being paid the Living Wage and offered additional training and career progression to reflect the Group’s aim to make people and places the best they can be.

OCS is also adding value through the introduction of dedicated Social Value management resource to drive forward and deliver on social value and environmental outcomes. This includes a commitment to ensuring that over 50% of the supply chain consists of local suppliers. In addition, OCS will work closely with GPA to help them achieve their carbon reduction targets, introducing CarbonEyes, the Group’s carbon and sustainability training platform, to all staff at all sites, educating them on how to identify opportunities to reduce carbon and deliver a more sustainable service.

Rob Legge, Global CEO at OCS, said: “At the heart of this contract award are strong, shared values from two organisations who are committed to empowering colleagues through excellent working environments, driving productivity and engagement. Strong shared beliefs around the importance of collaboration, integrity and respect for communities and the environment will provide a solid bedrock for this new partnership and allow us to set new standards in the UK’s public sector estate.”

Dominic Brankin, Workplace Services Director at the GPA, said: “We are working with all government departments to help them deliver their business needs, supported by best-in-class delivery partners to ensure we deliver a transformed, shared, sustainable and value-for-money government estate.”

*The WSTP exists to evolve how the Government’s office estate is managed and operated to create great places to work for civil servants enabling them to deliver excellent public services. The GPA’s vision is to “deliver a transformed, shared, sustainable and value for money office estate, supporting civil servants to work productively in every nation and region of the UK.”

Iarnród Éireann Irish Rail look forward to commencing a three year contract with OCS

We are pleased to announce that OCS Ireland has been awarded a new three-year contract with Iarnród Éireann (Irish Rail), the national railway operator of the Republic of Ireland.

A subsidiary of Córas Iompair Éireann, Irish Rail is a vital component of the nation’s transportation infrastructure, responsible for providing passenger rail services across its extensive Commuter, Intercity, and Dart networks. It also manages Rosslare Europort running passenger and freight sailings between Ireland and the continent and oversees all internal freight railway operations in the Republic of Ireland.

In partnership with Translink, Irish Rail also operates the Enterprise service connecting Dublin and Belfast. Irish Rail achieved a commendable milestone in 2019 by carrying 50 million passengers, its highest-ever total. The company is set to recover this total post-COVID by 2024 and has plans to increase it further.

Under the new Managed Cleaning Services contract, OCS will assume the responsibility for maintaining a superior level of cleanliness within Irish Rail’s network of train stations, depots, and trains. With a commitment to utilising cutting-edge cleaning equipment and innovative techniques, we aim to ensure that the passenger experience aligns with the high standards upheld by Irish Rail.

We are dedicated to enabling our customers to be their best. The new contract strengthens our existing partnership with Irish Rail, complementing the Security Services contract we have delivered for them since 2014. Our ability to offer an integrated suite of services underscores the confidence that Irish Rail places in OCS to manage critical operational aspects, enabling them to focus on their core competencies.

We take immense pride in our role in this important partnership and will remain committed to supporting Irish Rail in achieving its operational goals.

Iarnród Éireann is an invaluable national asset and a cornerstone of our interconnected transport framework. We eagerly look forward to commencing our Managed Cleaning Services contract and contributing to their strategic goal of accommodating 80 million passengers by 2030.

Áine Mulcahy

Managing Director, OCS Ireland

Nick Ackroyd re-joins OCS as Divisional Sales Director for Cleaning

We are delighted to announce that Nick Ackroyd has recently re-joined OCS as our Divisional Sales Director for Cleaning.

Nick brings a wealth of experience and expertise in facilities services, spanning Aviation, Cleaning, Security, and Facilities Management. With a career that includes significant roles at ABM UK, Virgin Atlantic Airways, and previous positions here at OCS, Nick’s extensive background makes him a valuable asset to our team.

“We are pleased to welcome Nick back to OCS. His depth of industry knowledge, commitment to excellence, and past contributions to our organisation make him an exceptional fit for our new vision and mission.”

Andrew Sugars

Chief Commercial Officer

Nick’s return to OCS comes at a pivotal time for our company. As we have recently merged and established a new vision, mission, and a set of core values, Nick’s experience and industry knowledge will be invaluable in helping us navigate this exciting phase.

The Royal Parks awards OCS facilities maintenance contract 

The Royal Parks charity has announced the tender results for its facilities maintenance contract.

The charity, which manages London’s historic Royal Parks and other important green spaces in the capital, has awarded a five-year, multi-million-pound service contract to international facilities management company OCS.

The contract, beginning on 1 October 2023, covers ‘hard’ facilities maintenance* services across all eight Royal Parks and Brompton Cemetery.

This involves skilled works to manage the parks’ infrastructure, including fountains, buildings such as public toilets and offices, footpaths, statues, monuments and street lighting.

OCS will deliver planned preventative maintenance to protect and prevent the decline of park assets and infrastructure, as well as unplanned reactive repair work.

The new contract will guarantee that all staff from current contracts will be protected under the Transfer of Undertakings (Protection of Employment) legislation.

Through the contract, The Royal Parks will continue to deliver the highest service delivery standards, incorporating current industry standards and good practices, including around sustainability.

“We are delighted to award this contract to OCS. The work OCS will deliver will help us conserve and enhance the important national heritage within London’s eight Royal Parks for everyone to enjoy.”

Darren Woodward

Director of Estates and Projects, The Royal Parks

William Heaney, Managing Director, Technical Services, OCS, said: We are thrilled to be awarded this prestigious, long-term contract with The Royal Parks to deliver a full complement of hard facilities management services.  

“Our shared vision of service excellence, sustainable, inclusive workplaces and continuous improvement provides the platform for a strong, successful, and impactful partnership.  

“We look forward to delivering a seamless transition of services and embracing the special environments which The Royal Parks have entrusted our organisation to maintain.” 

Leading international facilities service provider OCS appoints Gary McGaghey as Group Chief Financial Officer

OCS, a leading global facilities service provider, is delighted to announce the appointment of Gary McGaghey as Group Chief Financial Officer (CFO).

Gary brings a wealth of experience and expertise to OCS, having successfully built market-leading finance teams for private and publicly listed companies. His appointment – which follows the successful merger of OCS Group with Atalian’s UK, Ireland, and Asia operations in March 2023 – comes at an important time for the group, representing another significant step towards OCS realising its mission of becoming one of the world’s best international facilities service providers.

As the Group CFO, Gary will work alongside OCS’ Group Chief Executive Officer, Rob Legge and the group’s supportive investors, Clayton, Dubilier & Rice, to deliver an ambitious organic and acquisitive growth agenda.

Gary has over 30 years of experience leading finance teams across the FMCG, Beverage, Pharma and Digital Marketing industries. He joins OCS from Williams Lea Tag, where he was Group CFO and successfully delivered an ambitious international M&A strategy under a private equity ownership structure similar to that of OCS.

On top of his expertise and track record, a key factor in Gary’s appointment was his alignment with OCS’ culture and values. OCS is committed to supporting businesses and wider society by improving people’s lives at the most fundamental levels.

Rob Legge, Global CEO of OCS, commented: “I’m delighted to welcome Gary to the OCS team at such a pivotal stage of our growth journey. Gary’s impressive background and extensive experience in building market-leading finance teams make him such a valuable asset for us as we strive to achieve our ambitious growth targets and deliver on our ambition of being the best for our people and the places we serve.

“Our people are at the heart of our business, and our success will depend on a leadership team whose stewardship reflects this ethos. Gary’s alignment with our values and his impressive financial expertise makes him a perfect fit for OCS. We are delighted to have him on board!”

Gary McGaghey, Group CFO of OCS, commented: “I’m very excited to be joining Rob and the rest of the team at OCS at this pivotal time for the group. It has always been clear to me that a business’s success lies in its employees’ collective effort and working together. I’m only at the start of my journey with OCS, but I’m very encouraged to see how our 100,000+ colleagues are at the heart of our customer success.

“The facilities services industry plays an often underappreciated, but critical, role in keeping businesses operating, people safe, and entire communities running. I’m hoping that my previous involvement in delivering growth across a range of industries which OCS serves will help us achieve our ambitions.”

Our first 100 days: An update from our Group CEO

It’s been 100 days since we set out on our journey to bring our two impressive teams together to form the new OCS, and I’m encouraged and excited at the progress made so far and the opportunities ahead for us. I am pleased to reflect on our progress so far and check in on our vision and mission towards becoming the best facilities services business in the world, making people and places the best they can be. As we develop our plan, the main areas of focus and prioritisation are investment, team collaboration, cultural integration, our responsibility towards ESG initiatives and the continuation of excellent service for our customers and end users.

Bringing our two previously family-owned businesses together closely will be the key to our success. We have enormous experience and expertise within our newly formed organisation, and we’re focused on bringing those teams closer together physically, technologically and above all, culturally. Part of our brand launch (later this year) will help to embed our TRUE Values throughout the organisation. Our values guide what we do, how we operate, how we interact and, importantly, how we show up and deliver each day. Trust, Respect, Unity and Empowerment (TRUE) are at the heart of OCS, and I’ve made it my mission to deliver that message at every opportunity.

You may have heard the term ESG. It’s a widely used term in business and stands for Environmental, Social and Governance. ESG is an accountability mechanism on which we are measured as a business. ESG covers every aspect of sustainability, from environmental to financial sustainability, all things people and community and how we, as a business, are aligning to global initiatives such as the United Nations Sustainable Development Goals – as well as the governance of our organisation and how we ensure that we’re operating in a way that aligns to our values. Look out for further updates on our ESG strategy and progress which will include our Net Zero targets.

Investment in our organisation is vital, and we’re looking at all business areas to see where investment is needed and how that investment will help towards our vision and mission. Making people and places the best they can requires real effort in areas from training and development to innovation and technology – and you have my word that we’re committed to this being part of our ethos and an essential ingredient for our success.

Speaking of success, I’ve already witnessed much of this during the first 100 Days of our transformation, be that teams working together, contract awards, the continual progress of our Apprenticeship and Learning and Development schemes – or the positive feedback that we’ve received from a wide range of customers, which pleases me hugely. But we’re not always judged on our successes. More likely is that we’re judged on what we’ve not done well or where we could improve – and so I’d ask you all to continue the good work in bringing our teams together and doing all you can to help us come the best facilities services business in the world.

I want to thank everyone for their efforts so far, and for what we’ve achieved in such a short space of time. I look forward to updating you on further progress and key milestones of our exciting journey together.

Rob Legge, Group CEO

Gill O’Riordan Commences as ISIA President

OCS are thrilled to announce that Gill O’Riordan, Director of Strategic Solutions has commenced her Presidency of the Irish Security Industry Association (ISIA). This is an outstanding personal achievement for Gill and everyone here at OCS Ireland is incredibly proud to call her our colleague.

OCS has a long and proud association with the ISIA and we are privileged to have the serving ISIA President and recent outgoing President, Lorraine O’Neill, Director of Security Services, in our team, pictured above with OCS Ireland Managing Director Aine Mulcahy.

The ISIA has been representing the needs of the private security industry for over 40 years and is the only trade association representing the full spectrum of companies in the private security industry.

Ann Rogers-Bell welcomes Acting President of Stamford International University to PCS head office

On 4th August 2023, Ann Rogers-Bell, Managing Director of PCS Thailand, warmly welcomed Dr. Apithep Saekow, Acting President of Stamford International University, to the PCS head office.

Dr. Apithep Saekow attended the office for a Memorandum of Understanding (MoU) signing ceremony. The signing ceremony was witnessed by Dr. Manjiri Kunte, Programme Director at Stamford International University and Phassanai Doyle, Human Resources Director at PCS Thailand.

The MoU focused on internship programmes, industry research and employment opportunities. It provided a fantastic opportunity for PCS Thailand and Stamford International University to exchange both knowledge and expertise with one another.