Category: Sectors

Understanding Our Customers: Experiences Matter with UKAEA

Posted on by stephanieamata

The UK Atomic Energy Authority (UKAEA) is a UK government research organisation responsible for the national fusion energy research programme, sponsored by the UK Government’s Department for Energy Security & Net Zero.

The UKAEA were keen to implement an intelligence-led approach to collecting customer feedback on the facilities services and understand how their customers feel about their buildings and the facilities following the pandemic.

In September 2023 the OCS Customer Experience (CX) team worked closely with the UKAEA to build a bespoke system that could enable customers to give feedback and included the following benefits:

  • Ability to Identify Key Areas. By using QR codes we can pinpoint exact locations to see where we are getting positive/negative feedback so we can see if it’s an isolated issue or what trends are occurring.
  • Tracking satisfaction over time.  This empowers teams to make informed improvements to mitigate future customer dissatisfaction.
  • Immediate automatic email triggers notifying the team of issues. This means that the team can resolve issues as soon as they arise.
  • Visual dashboard. The results of the survey feedback link directly into a visual Power BI report which allows the team and customers to view live responses as they come in. It also provides a detailed breakdown of the survey results, so that satisfaction trends can easily be identified.

In October 2023 the Experiences Matter QR code feedback was launched at UKAEA as a pilot.

The pilot ran for 2 months and saw some of the following benefits

  • Overwhelmingly positive feedback. An impressive Customer Satisfaction Score (CSAT) of 100% is supported by the many comments highlighting the great work of the team. These operatives received an OCS Star Award. By using CSAT, we can set a benchmark of customer satisfaction for the services delivered, so we can see when customers are less satisfied and track trends across time to ensure we are improving.
  • Constructive feedback enabled the team to improve the services delivered. Feedback from a customer notified the team that the sensors on some of the waste bins weren’t working. The team were then able to resolve this issue promptly.
  • Promoted collaboration. The success of this approach has encouraged the customer to engage us in new projects such as feminine hygiene products.

Following the successful pilot the CX team have been rolling out the feedback across the UKAEA’s 60 plus buildings.

UKAEA has implemented various customer feedback systems over a long period of time, however, we have never found a system in which customers fully engage. The Customer Experience (CX) team at OCS took this information and designed a QR Code Touchpoint Feedback Programme with a focus on customer interaction and generating real-time feedback on the cleanliness of facilities at Culham Campus.

The CX team have been on hand for every stage of the feedback pilot and made changes for the benefit of the system and the customers and clients along the way, along with creating marketing material and engaging QR signs specifically designed for Culham Campus.

UKAEA has dashboard access to all the data which is submitted and the QR feedback system and has proven very successful for this contract, we have found that customers are more engaged with submitting feedback this way.

Tamsyn Simpson

UKAEA Service Support Manager

If you would like to find out more about the QR code system please contact the OCS Customer Experience team on ocs.customerexperience@ocs.com.

Celebrating Our NHS Chef of the Year Team’s Victory! 

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We are delighted to announce that our talented chefs, Tom Baker and Tremaine Gibson, have triumphed in the London regional heats of the prestigious NHS Chef of the Year competition!

Meet Our Champions:

  • Tom Baker: As our award-winning Facilities Manager – Catering, Tom leads our exceptional catering service delivery. His culinary expertise and passion for creating memorable dining experiences have truly shone through.
  • Tremaine Gibson: Our L2 Sous Chef apprentice, Tremaine, has shown remarkable growth in skills and confidence. His dedication and creativity have been pivotal to our success.

The Challenge: Crafting a Sustainable Menu

Competitors were tasked with designing a three-course meal that meets several criteria:

  • Plant-Based Starter: Vegan Buffalo cauliflower wings with pickled red onion and Garlic Aolia.
  • Main Course: Loin of hake, accompanied by curried cauliflower, purple cauliflower, and a drizzle of split coriander oil – an elevated take on a deconstructed fish curry.
  • Dessert: A delightful Summer pudding with a rich sauce anglaise, bursting with 50% fruit content.

Sustainability Matters

Our menu aligns with the Government Buying Standards for Food and Catering Services (GBSF) and the Department of Health’s Obesity Strategy. It is lower in carbon, cost-effective (£6 – £8 budget), and nutritionally balanced according to British Dietetic Association (BDA) guidance.

Highest Scoring Team in London!

We are incredibly proud to share that Tom and Tremaine clinched the top spot in London. Their culinary prowess and commitment to excellence have earned them a place in the NHS Chef 24 finals!

Mark Your Calendars

The finals will take place from 13th to 18th October in the historic city of York. Get ready for an intense culinary showdown as our chefs vie for the ultimate title!

Embracing Sustainability: Ushering in Net Zero Week with Our ESG Impact Report 

Posted on by stephanieamata

Net Zero Week is the UK’s official national awareness week drawing attention to the impacts of climate change and a call to action for businesses and playmakers to take strides towards sustainability. At OCS, we are heeding this call as we take meaningful strides to demonstrate our commitment to delivering positive impacts on our environment and society. Engaging in a multitude of activities aimed at safeguarding our planet, we recognise that transparency is paramount. By sharing our Environmental, Social, and Governance (ESG) impact report with the public for the first time, we aim to foster accountability and underscore our dedication to three critical aspects: the environment, our people, and governance. 

This report sheds light on our efforts last year and we invite you to explore the depth of our commitment and join us in our collective mission to protect our precious planet. 

The merger with Atalian Servest’s operations in the UK, Ireland, and Asia has catapulted us into the echelons of the world’s largest international facilities service providers. This momentous union marks a pivotal step in our quest to become the best facilities service provider in the world. And at the heart of this journey lies a fundamental pillar: ESG. 

A Shared Commitment

As a proud member of the OCS Group, our UK and Ireland team is steadfastly aligned with this mission. We refuse to shy away from the challenges that lie ahead. Instead, we embrace an approach rooted in evidenced action—a commitment to tangible progress. This ethos permeates every facet of our organisation, from the shop floors to the boardrooms. 

Setting Ambitious Goals

Our ESG culture has undergone a remarkable evolution since 2023, fuelled by the winds of change sweeping through our business landscape. We’ve pivoted with purpose, casting a brighter and more ambitious spotlight on integrating sustainability into our corporate DNA. We recognise that we are at the beginning of a long journey, but we remain committed to enhancing our progress reports as we work toward our goals.  

OCS ESG Impact Report Inside Cover

Net Zero GHG Emissions by 2040

On theme with Net Zero Week, our compass points resolutely toward a bold goal—to achieve net zero greenhouse gas emissions across all our UK and Ireland operations by 2040. Together, we can turn this vision into reality. Sixteen years may seem fleeting, but the urgency of our planet’s needs propels us forward.

Leadership and Strategy

As part of our commitment to ESG principles, we have bolstered our ESG team for the UK and Ireland. Their mandate is to elevate our sustainability initiatives to new heights. But our efforts don’t end there. In 2024, we have conducted a materiality assessment—a compass that will guide our ESG strategy, which will be launched later this year. We are deliberate in identifying the UN Sustainable Development Goals (SDGs) we champion and determining where our impact can be most profound. These considerations drive our purposeful journey. 

Reshaping Tomorrow

As stewards of sustainability, we’re reshaping the contours of responsible management. Our larger business enterprise is charting a course that transcends mere profit margins. It’s about making a difference—socially, environmentally, and commercially. Net Zero Week isn’t just a calendar event; it’s a call to action. And we heed that call with resolve. Together, we’ll forge a future where our legacy is one of stewardship, leaving footprints of positive change across the globe. 

You can read the full report here.

Download Our ESG Impact Report 2023

Download Our ESG Impact Report 2023

ESG Impact Report 2023

South Western Railway Renews Partnership with OCS

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We are thrilled to announce the continuation of our successful partnership with South Western Railway (SWR). Following a contract extension, we remain dedicated to delivering exceptional services that enhance the travel experience for SWR’s passengers.

Key Drivers for Renewal 

The contract renewal with SWR is grounded in three fundamental drivers: 

Transparency and Delivery: We have consistently demonstrated transparency in our operations, ensuring that SWR receives accurate and timely information. Despite general resourcing challenges, we have remained steadfast in our commitment to delivering exceptional services. 

Collaboration: We recognise the importance of collaboration in achieving shared goals. By working closely with SWR, we have fostered a strong partnership that benefits both parties. 

Innovation: OCS thrives on innovation. We continuously seek new ways to enhance efficiency, effectiveness, and sustainability. Its innovative solutions have positively impacted SWR’s operations. 

As we renew our partnership with OCS, we remain committed to delivering exceptional service to our passengers. OCS’s dedication to transparency, collaboration, and innovation aligns perfectly with our vision for an improved travel experience.

Charlie Hatcher

Head of Train Presentation, South Western Railway

Addressing Challenges 

Since the pandemic, many industries have faced the challenge of maintaining a sustained workforce.  We have strategically addressed this, resulting in transformative outcomes.  Over the past three years, we have diligently built a stable and reliable workforce for SWR. Our consistent efforts in recruitment and training have contributed to a motivated team that ensures smooth operations. 

Our exceptional cleaning  has also aided  in maintaining SWR’s fleet standards. The trains offer a welcoming environment and passengers can travel comfortably, knowing that cleanliness is a top priority. 

Digital Transformation 

As a testament to our commitment, we have revolutionised data/performance tracking on-site. We transitioned from manual paper-based processes to a sophisticated APP that captures real-time information visualised on PowerBi. This digital transformation has streamlined operations and improved efficiency.  

We also digitised 99% of the contract’s inspection, checklists and training records. This proactive approach ensures compliance and quality control. 

 Sustainability Initiatives 

We remain committed to environmental stewardship. To reduce carbon footprint, we introduced a chemical-free cleaning solution produced on-site. By minimising product transportation costs and promoting eco-friendly practices, we contribute to a greener future. 

I’m very proud that OCS’s working relationship with SWR is to continue. Our investment in innovative equipment and technological solutions, together with our commitments to ESG, are supporting SWR with their strategic objectives. Our team, which delivers exceptional services every day in challenging circumstances, is a source of huge pride.

Richard Marshall

Sector Managing Director Transport, OCS UK

OCS Secures Contract Extension with Birmingham Airport

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We are pleased to announce that we have successfully secured a two-year contract extension to continue delivering essential cleaning services at Birmingham Airport. The scope of these services encompasses not only the airport terminals but also various other buildings, including external areas, winter gritting for terminal surroundings, washroom hygiene, and high-level window cleaning.

This contract extension is a direct result of our consistent service delivery to Birmingham Airport. Through a robust and collaborative partnership with the airport, we have demonstrated flexibility and cost-consciousness, positioning ourselves as the ideal long-term solution for the airport’s premises.

We are pleased to extend our partnership with OCS. Their consistent service delivery and flexibility have been instrumental in maintaining the high standards we expect at Birmingham Airport. This sustained working relationship ensures that our passengers and facilities continue to benefit from OCS’s expertise.

Deane Arnold

Terminal Operations Manager — Birmingham Airport

Building upon our previous five-year contract (which began in May 2019), this extension will see us continue our services until April 2026. Notably, during the initial contract, we introduced robotics into our service package, providing an innovative and efficient solution.

Furthermore, this extension expands the contract’s scope, creating additional employment opportunities with a focus on recruiting from the local Birmingham area. We remain committed to maintaining exceptional service standards while contributing positively to the airport’s operations and community.

We are thrilled to continue our successful partnership with Birmingham Airport. This contract extension reflects our commitment to delivering exceptional services and maintaining a positive working relationship.

Mark Chambers

Operations Director Airport Services — OCS

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Transforming Spaces: Explore the Future of Public Sector Facilities Management

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Discover the future of facilities management with our new integrated public sector facilities management. OCS and Atalian Servest merged in 2022, creating a public sector FM services powerhouse. With over 50 contracts and 7,400 colleagues across 1,150 estates, we offer a range of consistently delivered facilities management, including cleaning, catering, security, hard services, and logistics. From healthcare to education, we’re transforming spaces and making people and places the best they can be.

Watch our video and join us on this exciting journey!

OCS Royal Papworth Hospital Team Win for Partnership Award!

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We’re thrilled to announce that our team at Royal Papworth, along with partners Equitix, Skanska, and Royal Papworth Hospital NHS Trust, won the Partnership Award in the ‘Best Operational – Healthcare’ category. This award recognises our consistently delivered service and sustainable partnership with our customer and other facility management providers on-site. The OCS team at Royal Papworth successfully navigated a rigorous review process in 2023, ensuring continued excellence in service without disruption.

The win acknowledges the challenges posed by the demanding contract, which subject to heightened scrutiny. OCS, together with industry partners, worked closely with the Trust to manage the contract, implementing robust reporting and compliance while valuing and prioritising partnership. Positive patient and employee feedback has demonstrated the effectiveness of this collaboration.

Collaboratively, the teams established the Team Royal Papworth Hospital Charter and a Joint Efficiency Group, addressing recurring challenges and enabling continuous improvement. By fostering transparency with industry partners and key stakeholders, the OCS team tailored services to the unique needs of the facilities.

Congratulations to the Royal Papworth Team!

Winning this award is a testament to our commitment to excellence. Our collaborative approach, transparent service delivery, and strong partnerships have allowed us to consistently exceed expectations. We’re proud of the positive impact we’ve made, and this award reflects the dedication of our entire team

Jo Senders

PFI Director – Public Sector

British Airways Extends 25-Year-Long Relationship with OCS 

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British Airways, the flagship airline of the United Kingdom, boasts the country’s second-largest fleet and passenger base. Since 2013, OCS has been entrusted by this aviation industry leader to handle its soft service needs, while providing laundry services to them for over 25 years. The soft services partnership originated when British Airways opted to discontinue a total facilities management service provided by their previous vendor, aiming to enhance their services. 

Following a competitive tender process, OCS secured the contract to deliver soft services such as porterage and front desk support to British Airways sites across the UK. Over the past decade, OCS has consistently been the chosen service provider, receiving multiple contract extensions. 

We have felt and seen the impact of OCS’s commitment to openness and transparency in their operations with us, resulting in consistent services across all our sites and creating good working environments for our teams. We look forward to continuing this nearly three-decade-old partnership and working with OCS to achieve greater heights in our responsibility to the environment and our people.

British Airways Spokesperson

The most recent extension reflects the success of the enduring relationship between OCS account holders and the British Airways team. OCS’s commitment to effective communication involves ensuring that every serviced site has a designated key stakeholder, facilitating unhindered interaction between teams and colleagues at British Airways. Collaborative efforts have been pivotal in achieving the best outcomes for both OCS and British Airways, maintaining the health of the relationship. By attentively listening to the needs of the British Airways team and implementing additional measures where feasible, OCS has delivered cost-conscious and compliant services. 

Embracing British Airways’ goal to achieve carbon net zero by 2050, OCS has strategically incorporated measures in its soft service provisions to minimise environmental impact. Its comprehensive approach ensures that all facets of its mission are addressed, demonstrating their dedication to sustaining a positive and eco-conscious partnership. 

For the laundry service provision, while the contract did go to market, in the end, it was the relationship built over two decades that stood the test of time, with OCS coming out as the best option in terms of quality and commitment to British Airways. OCS has also made significant improvements to its laundry servicing site, which serves three other airlines, to boost its sustainability and provide environmentally friendly options for processing laundry. For example, OCS installed a banding machine on their site which has facilitated a 50% reduction in plastic usage on BA’s headphones. Furthermore, OCS has taken measures to provide an electric fleet and recover all the energy spent on heating the water used in the facility contributing to BA’s net zero targets.  

We are proud of the partnership we have built with British Airways over the years and this latest extension is just further proof of the success of our active listening and stakeholder management. We look forward to continuing the good work with British Airways over these next five years as we continue to take on the mantle of upholding their exceptional services.

Raffaella Mauro

OCS Operations Director ‑ Aviation & Gateways

Virgin Atlantic Advances Decade-Long Partnership with OCS

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We are thrilled to announce that we have won a contract to continue providing laundry services to the aviation industry giant, Virgin Atlantic. This contract is an extension of a decade-long partnership between the OCS and Virgin Atlantic. The contract serves Virgin Atlantic’s locations primarily in Heathrow and Manchester and extends to support its Scotland site during the busy summer period.  

The extension is a testament to the strong partnership between OCS and Virgin and the quality of services delivered by the OCS team, with particular recognition for how agile and prolific our team is when it comes to problem-solving.  

We provide laundry services to four aviation industry leaders in our 60,000 sqm site where we support our aviation customers in achieving their sustainability goals. We have made significant improvements to our laundry servicing site to boost sustainability and provide environmentally friendly options for processing laundry.  

For example, we installed a banding machine on site which has facilitated a 50% reduction in plastic usage in headphones. Furthermore, we have taken extensive measures to provide an electric fleet and recover all the energy spent on heating the water used in the facility contributing to net-zero targets. 

Southbank Centre Appoints OCS as Part Of A Multi-million FM Investment Programme

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Southbank Centre has awarded OCS a contract to supply total facilities management services to their sites. The services include cleaning, technical services (mechanical & engineering and projects), and event support. The core multi-million-pound contract will be carried out over 5 years, with potential for extension, along with additional yearly projects of added value, to enhance the facilities at Southbank Centre. This adds to OCS’s growing presence in the private sector.

The victory in securing this prestigious contract is attributed to the strong and sustained engagement between the teams at OCS and Southbank Centre. The foundations of a strong working relationship have fostered outstanding collaborative engagement throughout the tender process. The contract will go live on the 1st of April, with a transfer of over 100 front-line colleagues from the incumbent service provider to OCS.

Southbank Centre sought a contractor capable of addressing the unique needs of its dynamic business, including three main properties –Royal Festival Hall, Queen Elizabeth Hall, and Hayward Gallery–and other satellite locations. As a hub for the arts community, the spaces within Southbank Centre are constantly evolving spaces, to accommodate a busy calendar of events. The OCS team has committed to a service delivery with exceptional agility in supporting their building-repurposing initiatives.

We are excited about the collaboration with OCS and their dedication to delivering our specific requirements. Their commitment to building a strong and cooperative relationship has been clear throughout the process. We believe that their expertise will play a vital role in preserving our status as a hub for the arts community and improving our facilities. We anticipate a successful and mutually rewarding partnership.

Hilton Wells

Head of Facilities, Southbank Centre

OCS’s technological offerings, particularly its smart building technology, ABi, caught the attention of Southbank Centre. Post-mobilisation, they plan to implement ABi to assist in reaching and monitoring sustainability goals and fostering best practices for efficiency gains across operations.

In addition to shared commitments to greener practices, OCS and Southbank Centre share a dedication to empowering the local community in London. To ensure a positive impact, OCS commits to hiring from within the local community for outsourced services and further employment. Additionally, OCS is committed to providing apprenticeships during the contract tenure and contributing to social mobility within the community.

This successful tender marks the commencement of a promising partnership. Together, OCS and Southbank Centre are focused on future-proofing and decarbonising the estate, while simultaneously empowering local communities. OCS takes pride in this achievement and looks forward to the collaborative journey ahead.

We’re looking forward to building a strong relationship with Southbank Centre. Our commitment is to support them in maintaining their role as a hub for the South London community, creating welcoming spaces for both locals and visitors. Additionally, we are enthusiastic about implementing intelligent solutions to enhance their facilities and foster sustainable practices.

Claire Rumsey

OCS Sector Managing Director – Private FM, Destinations

OCS Secures 7-Year Extension for Facilities Management Services with SCTS and COPFS 

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We’re thrilled to announce that we have secured a 7-year contract (with options for the customers to extend for up to another 2 years) to provide total facilities management services to the Scottish Courts and Tribunals Service (SCTS) and the Crown Office and Procurator Fiscal Service (COPFS). These services span a combined 74 sites. SCTS is an independent body that provides administrative support to the Scottish Courts, devolved tribunals and the Office of the Public Guardian (OPG). The COPFS is Scotland’s prosecution service and death investigation authority.

This new contract follows a previous 6-year contract from 2017 to 2023, with an added extension to June 2024. It strengthens a relationship that has lasted over 13 years. The core services provided include cleaning, maintenance services, security and projects.

The latest contract award is a testament to our consistent service provision. We won the contract through a competitive tender process, with SCTS and COPFS choosing to continue their association with us as we emerged as the best solution for their varied site needs.

Following a competitive tendering process we have decided to continue our partnership with OCS. Their consistent excellence in service delivery, their innovative approach to sustainability and their commitment to social responsibility were key in our decision. Our historic sites present a unique challenge and we are pleased to work with them again to further reduce carbon emissions building on significant reductions over recent years. We believe OCS will continue to provide the best support for our facilities management needs over the next seven years.

Kate Leer

Director – Property & Services Unit, Scottish Courts and Tribunals Services

Of the sites managed by SCTS and COPFS, 44% were established before 1960 and 86% of those before 1900, classifying them as historical listed sites. We face the challenge of maintaining and future-proofing these sites, making them more eco-friendly while preserving their historical significance. In 2023, we completed 15 sustainability projects across the estate and helped COPFS secure £10.8 million in funding for retrofitting and decarbonising their buildings. We also surpassed its 15% carbon emission reduction target for SCTS, achieving a remarkable 27% reduction instead. 

As part of the new contract, we will implement our smart building technology, ABi to better monitor carbon emissions and optimise site productivity. We also plan to employ more cleaning robotics to streamline cleaning processes. When it comes to security, we implement a “target zero accident” approach, focusing on proactive and de-escalation techniques to prevent accidents and ensure no harm comes to staff, clients, and the public. 

In terms of social responsibility, we will continue to support Scottish Autism and Women’s Refuge, two charities active in the communities served by this contract. Scottish Autism is the largest provider of autism-specific services in Scotland and Women’s Refuge is the UK’s largest specialist domestic abuse organisation. Additionally, we will support grassroots football teams and introduce volunteer days for managers and supervisors every year. 

We are thrilled to be continuing our relationship with SCTS and COPFS for another seven years. Our shared commitment to service excellence, sustainability, and social responsibility has been the cornerstone of our partnership, and we look forward to building upon this legacy in the years to come.

Colin Rushforth

Account Director

Football Safety Officers Association (FSOA) Conference: Pioneering Safety and Collaboration

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Collaborating with industry leaders

Our Security Systems team recently attended the Football Safety Officers Association (FSOA) Spring Conference, which brought together industry leaders, security professionals, and safety officers from across the football world. Held in Stratford-upon-Avon, this sold-out event provided a platform for collaboration, knowledge sharing, and innovation in football safety.

The FSOA has long been at the forefront of promoting safety and security within football stadiums. As the premier association dedicated to stadium safety, its mission is clear: to develop and enhance all aspects of safety management during football events.

The conference featured prominent figures from the football world, including representatives from the Premier League, the English Football League (EFL), and the Sports Grounds Safety Authority (SGSA). These key stakeholders engaged in discussions, workshops, and presentations aimed at improving safety standards across the board.

For Andrew Campbell, Group Security Systems Director, and his dedicated team, the FSOA Conference was an invaluable experience. As one of the UK’s leading providers of security systems for football stadiums, arenas, and venues, attendance at leading industry events such as this is paramount to accessing insightful exhibitions and discussions around industry cutting-edge technologies, best practices, and innovative solutions for enhancing safety.

Security insights to improve services

Our team gained valuable insights during the conference, which will directly impact our approach to security systems, physical safety measures, and stewarding. By learning from others and sharing our expertise, we contribute to the collective effort to make football stadiums safer for everyone involved.

As the FSOA continues to lead the way, we remain committed to excellence in football safety. Our collaboration with industry peers and adopting best practices will ensure that fans can enjoy the beautiful game in a secure and welcoming environment.

Find out more about how we help make football stadiums safe and secure:  https://ocs.com/uk/customer-stories/making-a-london-based-football-stadium-safe-secure-and-ready-for-the-premier-league/