THE ONGOING COVID-19 CRISIS HAS POSITIONED FM FIRMS IN THE REGION TO PUSH ITS SOFT SERVICES SKILLS CLEANING THE ITP MEDIA GROUP / BUSINESS APRIL 2020 • VOL. 15, ISSUE 04Dry with HEPA purified air. Not dirty air. Fast, hygienic hand dryers. Even in the cleanest looking washroom, the air can contain microscopic particles, including bacteria and viruses. That’s why all Dyson Airblade™ hand dryers feature HEPA filters. Proven to capture 99.97% of particles1, including bacteria and viruses, from the washroom air that pass through the filter. To dry carefully washed hands. 1. HEPA filter tested to IEST-RP-CC001.6, by an independent testing laboratory, under prescribed test conditions. 04 350 7877 www.dyson.aewww.fm-middleeast.com CONTENTS April 2020 3 UPDATE 6 Bee’ah selected as waste management partner for Dubai airports 8 ENGIE Solutions to deliver FM solutions to International Maritime Industries 10 Eltizam Asset Manage- ment Group appoints an April 2020 VOLUME 15 / ISSUE 04 ambassador for its new organisation culture Get Wonky COMPANY UPDATE 12 Emrill has gained a com- petitive edge through innovation; several of them launched over the last twelve months COVER STORY 16 FM operators and suppli- ers weigh in on tackling the COVID-19 pandemic FM IN AVIATION 22 Jesús Sancho, managing director for ACCIONA, writes about the fi rm’s role in airport services SPECIAL REPORT 29 Experts detail some of the ideal HVAC main- tenance practices, and more FIVE MINUTES WITH... 50 Patrick Njogu, Facilities Engineer, Inspire integrated 50 Regulars 15 DOWNLOAD NOW FOR iOS, ANDROID, AND KINDLE 22 8 @fmMidEast@fmMidEast @fmMidEastwww.fm-middleeast.com CONTENTS 4 April 2020 26 INTERVIEW Biju Nair, head of Customer Experience & Service Strategy at Ejadah Asset Management Group, explains why providing good customer service is essential in FM In-depth 2616 16 COVER STORY During times of the coronavirus or COVID-19 crises where hygiene becomes paramount, the FM sector is quite naturally on the frontlines COMING UP IN FMME MAY 2020 FMME’s Special Report on Waste Management, will be published in the May 2020 issue and will focus on tackling wastes and how the applications of various waste management methods in the region To learn more about upcoming stories and advertising opportunities in future issues of FMME, please contact Vinay Ravindran through vinay.ravindran@itp. com, or +971-55-8101197. FMME ON LINKEDIN With more than 1,000 members from all over the Middle East, the FMME LinkedIn Group is the place to be to find out news, discussions and opportunities in the region’s FM industry. Email the editor at rajiv.pillai@itp.com to join the FMME LinkedIn Group and get in on the industry conversation. 40 FM AWARDS 2020 A brief description of all the award categories at Facilities Management Middle East awards 2020. Nominations must be done through the event website 46 SUPPLIER NEWS Find out the top facilities management supplier trends that are currently in the market, including some of the biggest digital trends set to shape the FM industry April 2020 VOLUME 15 / ISSUE 04DOWNLOAD NOW FOR iOS, ANDROID, AND KINDLE @fmMidEast@fmMidEast @fmMidEast UPDATE www.fm-middleeast.com6 April 2020 Bee’ah selected as waste management partner for Dubai airports fmupdate KEEP UP-TO-DATE For all the latest FM news check out www.fm- middleeast.com Over 88 million passengers pass through Dubai’s two international airports annually. ast.cccom WASTE MANAGEMENT Bee’ah has been appointed the waste management partner for both of Dubai Airports’ airports, Dubai International (DXB), the world’s busiest airport, and Dubai World Central (DWC). In addition to managing both airside and landside waste management operations, including non-hazardous waste, hazardous waste, used cooking and used engine oil waste and all recyclables, Bee’ah will work in conjunction with Dubai Airports’ facilities care team to handle and dispose of all waste from excess baggage and confiscated materials. UAE-based sustainability pioneer to manage all airside and landside waste for Dubai International and Dubai World CentralUPDATE www.fm-middleeast.comApril 2020 7 ServeU rebrands home services as ServeU Essentials On the new achievement, Bee’ah Group CEO HE Khaled Al Huraimel, said: “Bee’ah has repeatedly proven to be among the Middle East’s leading environmental services provider, through the focus on creating a sustainable quality of life in the region. We are immensely proud to be the new waste management partner of one of the world’s busiest transportation hubs, Dubai Airports, and to support them with their sustainability mandate of reducing waste to landfills and implementing advanced recycling and material recovery solutions to promote a circular economy.” Over 88 million passengers pass through Dubai’s two international airports annually, generating an estimated 5,500 tonnes of single-use plastic waste at the REBRANDING ServeU, a subsidiary of Union Properties and an integrated facility management firm, has announced the rebranding of its residential facility management services. The new brand identity, called ‘ServeU Essentials’, has been expanded to cover maintenance, cleaning, landscaping and smart automation for homes, businesses and retail outlets. The company is currently working closely with major home equipment manufacturers for their new automation New line aimed at digitally enhancing customer experience airports annually. To counter this, Dubai Airports has banned all single-use plastics including plastic cutlery, drinking straws and food packaging across its terminals from January 1 2020, in cooperation with its concessionaires and service partners. Welcoming the collaboration with Bee’ah as perfectly timed close on the heels of the ban on single-use plastics coming into force at DXB and DWC, Jose Oller, executive vice president of Service & Operations at Dubai Airports said: “Most of the single-use plastics at our airports, including cutlery, drinking straws, and take-away food packaging have been replaced with sustainable alternatives as an immediate result of our initiative. While we work to reduce service, which will be available by the summer of 2020. The service will be provided in collaboration with Apple using HomeKit standards, and will also include a SmartHome Demostration Room, offering live experiences to customers. Gary Reader, general manager at ServeU, said: “We are committed to raising the bar for the facilities management industry here in the region. We want to offer the very best service for our customers and this step towards launching ServeU and ultimately achieve total elimination of single-use plastics across our airports, we need innovative waste management and recycling solutions to achieve our sustainability goals.” Driving the UAE’s green agenda, Bee’ah has achieved a 76% waste diversion rate for the Emirate of Sharjah – the highest in the Middle East – and this is projected to reach 100 percent in 2021 upon completion of the Middle East’s first waste-to- energy plant in Sharjah. Bee’ah’s Waste Management division caters to millions of residents through municipal services, and multiple commercial establishments which include the world’s tallest building, Burj Khalifa, Dubai World Trade Centre and TECOM Group’s 11 business parks. Essentials enables us to do that. Our aim is to further develop and grow this offering into the wider UAE Market whilst driving opportunities in major residential communities all over the country.” Lucy Jones, head of ServeU Essentials, said: “With ServeU Essentials our focus is on enhancing the customer experience by providing technology-oriented facility management services. We will continue to invest in innovations and technological solutions that offer the very best to our customers.” ServeU is currently working closely with major home equipment manufacturers.www.fm-middleeast.com UPDATE 8 April 2020 ENGIE Solutions will deliver world-class services using Computer-Aided Facilities Management CAFM ENGIE Solutions has been announced as a facilities management provider for International Maritime Industries (IMI). A partnership agreement was signed between ENGIE Solutions and IMI during the Aramco IKTVA Forum and Exhibition 2020. Through its partnership with IMI, ENGIE Solutions will deliver world-class services using Computer- Aided Facilities Management (CAFM). ENGIE Solutions will manage future costing and lifecycle of the project, providing real-time information to IMI concerning assets, work orders, and the performance of sub-contractors. By implementing cutting edge technology monitoring systems throughout the project, ENGIE Solutions will provide IMI with benefits such as increased efficiency, streamlined costs, and more transparency. Nicholas Powell, general manager of ENGIE Solutions KSA, said: “We are exceptionally pleased to have been chosen to work with IMI for this iconic project. The facilities management market in Saudi Arabia is transitioning towards being performance-based, adopting higher standards with better reporting. Backed by global expertise, ENGIE Solutions is ideally positioned to enable this transition, and we look forward to adding value to IMI’s project as a result of our partnership.” Turki AlShehri, chief executive officer of ENGIE KSA, was present at the signing ceremony during the Aramco IKTVA Forum and Exhibition 2020. NEWS IN BRIEF Mall of the Emirates launches new app- based smart parking Parking at Mall of the Emirates became even more eff ortless on 10 February with the launch of a smart parking function on the Mall of the Emirates mobile application. Now, when customers download the app, they can register their car under the ‘parking’ tab and gain automatic entry and exit through the barrier as they approach, ensuring a seamless journey. Customers can also input their payment details on the app, and if their time in the mall exceeds the free parking limit, the app will automatically charge their card for the additional time. Concordia bags annual cleaning contract with Dubai Water Canal Concordia, Dubai-based Integrated Facilities Management fi rm has bagged the annual contract for the cleaning services of the Dubai Water Canal. The contract, which was awarded on 19 February, ill be for an initial period of one year and Concordia will self-deliver the service through its own BICSc certifi ed staff , the company stated. The project, which is over 5 kilometers long, starts from Sheikh Zayed and extends all the way to the Jumeirah Beach Road, across both side of the canal is one of the latest mega-infrastructure projects in Dubai. Concordia has already begun the partial mobilisation of the cleaning services on the site this week. An open space project adjacent to a water body, and ongoing construction work, poses a challenge to Concordia which can be a case study. ENGIE Solutions to deliver FM solutions to International Maritime Industries WHAT’S THE STORY Farnek buys Certis in major UAE security services acquisition What’s the story? Farnek has completed the acquisition of Certis Guarding Services. Singapore headquartered Certis, has been operating in the UAE for over a decade and has offi ces in both Abu Dhabi and Dubai. What are the details? The Certis trademark will be rebranded as Farnek with personnel from Certis’ offi ces already relocated to Farnek’s head offi ce in Dubai and offi ce in Abu Dhabi. Certis employees will stay in their current housing complex, before moving into Farnek’s $41m staff accommodation centre in Dubai Investments Park. What did the experts say? Markus Oberlin, CEO, Farnek: “We estimate that there will be increased demand for commercial security, particularly manned security detail, over the next four to fi ve years, throughout the UAE. We have been growing our security services division steadily and recently expanded our operation into Abu Dhabi.”A CELEBRATION OF EXCELLENCE IN FACILITIES MANAGEMENT WEDNESDAY 10TH JUNE DUBAI, UAE NOMINATION DEADLINE EXTENDED DEADLINE: WEDNESDAY 8TH APRIL #FMMEAward www.FM-middleeast.com/awards Now in their 13th year, the Facilities Management Middle East Awards will once again bring the FM sector together to acknowledge the region’s top performers. 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