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Facilities Management Journal March 2017

CASE STUDY DEVONSHIRE SQUARE ! $ # as it is in the heart of London, the safety of the site is a primary % & 24 MARCH 2017 looking for – whether it’s something practical or fun. The customer experience team is trained to welcome clients and their visitors to Devonshire Square, provide extensive information about the local area and the history of the estate, create partnerships with external service providers aimed at off ering occupiers special discounts and benefits, and support local retailers’ marketing campaigns. Security is provided around the clock every day of the year. Based as it is in the heart of London, the safety of the site is a primary concern, which is why the team continually reviews security measures. There is also a dedicated response team which can be at the scene of an emergency in seconds. The engineering and fabric team is on hand both to maintain the historic building fabric and ensure the modern facilities are maintained to a high standard. Finally, a housekeeping team is present to manage both the outside campus and the internal buildings as visitors, occupants and customers flow continuously through the site. The one-team ethos permeates the entire estate. As a first-time visitor to the square I was impressed by the courtesy and helpfulness of a security guard who saw me hesitate, asked if he could help and directed me to the correct building. Later, while waiting in reception, I noted that the receptionist saw that someone outside was asking a passerby for directions and took the trouble to walk over to the window to direct her to the right building. Sechi says that this reflects the wider cultural and service aspirations of the estate. “You have a historical site you want to preserve as much as possible and modify where needed, but at the same time you want to off er modern facilities. I think Devonshire off ers a great balance between history and modernity, as well as a strong structure of facilities and services which makes it a fantastic off ering.” www.devonshiresq.co.uk they understand the wider values and ethos of the estate. Interestingly, many of the facilities and customer experience teams have an interest or background in the arts. One is a former opera singer while another is a photographer. “Art is the thread running through the community here,” says Sechi. “Everyone working in the Devonshire Square team is so passionate about people and art. We put all our energy into creating a fabulous experience – from managing the front desk and making sure security is high, to creating the shows. It all contributes to our occupiers’ and visitors’ experience.” A TEAM EXERCISE Although there is some crossover in services, the main areas covered by the facilities team at Devonshire Square are covered by specific teams. Front Desk is a conciergestyle one-stop shop for advice, requests, repairs, enquiries and the like. Billed as an information hub for all things Devonshire Square, the Front Desk team is primed to help occupiers and visitors find what they are


Facilities Management Journal March 2017
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