Intelligence panel

BENEFITS OF TECH

Discussing the benefits of deploying the latest digital solutions, an obvious driver is in improving asset management. One of the panellists reported that by utilising the right software, it was the first year they’d been able to analyse expenditure on individual asset items. Using the data this provides, they can clearly determine whether for example, they need to look at capital investment to replace certain assets.

It was also suggested that good tech is important to end users. One panellist’s recent workforce survey found the quickest ways to enhance job satisfaction was to upgrade the IT systems. They explained: “It’s not just about improving FM operations, it’s also about enhancing the health and wellbeing of our occupants.”

However, some organisations are much further behind in their adoption of new technology – for instance relying on spreadsheets rather than CAFM systems. That was the reality for one of our panellists who is at the beginning of the process and is starting with the facts needed to move the organisation forward digitally: “It’s about the conversations with staff. What do they need? What do the engineering functions who work on the ground require?

“We’re on a journey to discovering that between us and are definitely looking at ways that we can start to introduce tech that supports that, but for the moment, I don’t have any data to work with, so I need to start generating that data from somewhere.”

While representatives from FM suppliers side revealed that “everybody’s talking about AI now and our customers say they must have it,” it was pointed out that digital innovations must be developed across an entire organisation: “An AI strategy needs to embed right at the beginning where the corporate IT function sits in order to give FMs the right permissions and follow the correct governance process.”

There were also concerns that using such “a huge term as AI is actually quite unnerving for FMs out in the field”. But from technicians on the ground to engineers working in plant rooms, there are numerous practical applications. A panellist revealed all their technical documentations and safety rules have been put into a chatbot so technicians, who come from different countries and have different levels of skills, can ask a real-world language question of the chatbot and get an answer back.

Taking on board some of these examples, Massey was able to spell out some of the key AI and digital solutions that can enhance facilities management performance: “It starts with data – the theme that goes through everything. IoT sensors may tell us that the lights are on in a building. That’s interesting, but you don’t need to know that. You do need to know that they’re on every 10 seconds and you need to know when they should be on.

“IoT creates a vast amount of data, 99.99 per cent of it you don’t need to know and that’s one of the key things that we’ve been on a journey on by integrating IoT into CAFM, to create actionable insights from IoT sensors.”

Massey outlined a range of innovations in MRI’s own London HQ, including an energy monitoring system, air quality sensors to monitor meeting rooms in terms of C02 levels, air quality and noise and the introduction of software that monitors footfall performance – originally devised for retail environments – which provides real-time data insights, provided via an easy-to-read dashboard.

Despite all the advantages of digitisation, the VOFM report revealed there are still some hurdles for FMs in investing in tech, including budget constraints, difficulty in choosing the right solution and lack of understanding by stakeholders. The panellists felt that stakeholders, particularly finance, want reassurance that whatever is being invested in now isn’t going to be irrelevant in two years’ time.

There was also some debate over the ownership of the data especially within smaller organisations. According to Massey, a technology partner should be offering integration, data ownership and scalability. Service providers customers will win and lose contracts: “We must be able to scale up or down. If client’s win a massive contract, you’ve suddenly got 300 new cleaners using the system but if the contract ends, we need to be able to adapt swiftly and be prepared to scale down.”

FUTURE BENEFITS

The roundtable concluded with a quick-fire round on what the panel sees as the principal benefits for FMs in future advances in AI and digital technology.

Making informed decisions was a priority, as a panellist said: “If I don’t have any information, I can’t make informed decisions as I can’t measure what I don’t know.”

Faster data analytics, it was suggested, can lead to more efficient maintenance and soft service deliveries processes, for example if someone raises a repair job, engineers can be provided with the details to know what parts are needed which resolves the problem more promptly. As one of our panellists remarked: “It’s being proactive rather than leading a reactive FM team. Listening to how you can use AI to help pre-empt some of the problems that may arise is something that I will be taking away from today.”

Another essential advantage it was suggested is the resilience of the operational team, and resilience in terms of the building’s infrastructure and wider estates. A key point that is becoming more and more urgent with climate change.

Greater transparency is also a huge bonus, helping FMs plan their asset management and asset replacement programmes, improving the efficiency of buildings and of course driving down energy costs.

Panellists were also conscious that AI is going to speed up communications helping to instil stronger partnerships between service providers and clients. Said one: “A lot of our time as service providers is spent giving assurances around who knows what. We had a big project with clients, and by focusing on reducing the number of emails and noise by having the data for the right people at the right time vastly improved communications.” As James Massey concluded: “The right technology will enable smarter and informed decisions as one of the key things is staying informed.”

The benefits to operatives were also raised. “If you can get your operatives to enjoy what they’re doing more, they’re going to offer a better service, by automating areas they don’t like and helping them better communicate clients.”

For the FM at the beginning of their digital journey: “It’s moving the FM function from that ridiculously reactive state that we are in, through to a much more proactive function and eventually into a strategic one.”

Finally, it was agreed that digital transformation is going to help FMs make smarter decisions, this results in better use of resources, better communications and better infrastructure. Huge benefits to all.