Partnership in action Workplace Futures 2013

2 Introduction Presenter Keith Glennister Operations Director ISS Facility Services Integrated Solutions Apologies - Peter Baynham

3 Client The Client is a leading financial services company Their history dates back to their founding in 1812, celebrating 200 years 200 million customer accounts in more than 100 countries Change is THE constant

4 Client’s property management division Part of the Global Operations & Technology Organisation Responsible for real estate management, facilities management, project management and administration for all properties supporting all businesses worldwide Global presence Over 81 million square feet of real estate 12,700 properties in more than 100 countries

5 Client’s drivers Alignment of real estate management to core business Value driven initiatives – Pride in the workplace Strategic business focused solutions via outsourcing Innovation and best practice People focus – talent management, succession and recognition Environmental management and CSR

6 Client in EMEA 27 countries 3 Sub-Regions UK&I, CEE & ME, WE & Africa Sites under contract : 760 ISS full time on site employees: 1,200 Facility services delivery budget: > USD $60m UK & Ireland Presence with 12,000 customers 30 locations: 3.4 million square feet 5 regional centres: London, Derby, Edinburgh, Belfast & Dublin Years under contract: Relationship since 2003 (Cleaning contract UK) Relationship NOW

7 Outsourced integration ISS self-delivers: Facilities Management Mechanical & Electrical, Technical Services Data Centre Facility management Energy Management Cleaning, Waste Removal, and Pest Control Services Health & Safety (CRS) Project Management Moves & Churn Tenant Management Services Environmental, Health & Safety Fire Protection, Emergency Response and Disaster Management Helpdesk - Request Management Consumables Supply, and 3rd Party Vendor Management

8 Working at working together A good marriage takes time Today: ISS sits as part of the Client’s UK senior management team Never about the contract Transparency and trust has allowed innovation and efficiency: ISS drafts project briefs Keep working at it (Transformation) APAC

9 Innovation, but never for its own sake! Value:Cleaning Excellence Improvement: Integrated Critical Engineering Risk:Riskenomics Quality:Operational Process Framework

10 People are at the heart of what we do End users – we have to understand their day to day realities Clients – put ourselves in their shoes Employees – The Power of the Human Touch Relationship Engagement Reward Innovation

11 Thank you