< Previous COVER STORY www.fm-middleeast.com20 June 2020 strategies will revolutionise the FM industry in the Middle East region with the benefits of optimising energy use, reducing client costs across their portfolio and freeing up facilities management resources. Clients will be able to make informed, data-driven decisions about asset lifecycle and replacement, which will reduce energy consumption in the long run. “The ability to predict maintenance and schedule interventions at the most suitable moment will allow for costs to be budgeted more accurately and thus eliminate breakdowns, along with their associated costs and inconveniences in the future. Not only will operational efficiency and environmental performance improve, but customers will also be able to reduce their overall carbon footprint.” There are already technological innovations during such times, observes Oberlin. “I think that the installation of sanitisation tunnels outside of all major buildings and facilities will be very much a part of the ‘new normal’. I also think that these tunnels will evolve as time goes by and will become even more sophisticated. I can foresee tunnels with multiple applications, from health to security being incorporated, certainly if this is to be considered a longer term precaution. The technology already exists for facial recognition cameras with automated temperature capture for example. It is a sign of the times that, two months ago, nobody would have even given a second thought about sanitization tunnels, now it’s almost inconceivable to be without them.” Oberlin adds: “Technology will also provide an answer for improving indoor environments and making them even more efficient. High-efficiency air filters and automated disinfectant feeds into ventilation systems, will become standard in most buildings and many will find their way into building regulations at some point. I also think that there will be an increased use of ultraviolet germicidal irradiation technology to disinfect and improve indoor air quality in buildings. “As high touch points, door handles and light switches will be modified and upgraded with motion detectors where applicable or with magnetic ‘touch’ passes for more secure access points. The same can be said for shared office equipment, particularly in public buildings and large offices. New weight restrictions will be posted into elevators, limiting the number of passengers, either through a people counter or reduced weight scale, which will sound an alarm, temporarily disabling the lift. I can imagine new COVER STORYCOVER STORY www.fm-middleeast.comJune 2020 21 protocols will be introduced; no talking, facing the walls of the lift and limiting the use of hand-held devices.” However, Millin provides a contradictory view. He believes that technology is not the answer to everything. Millin says: “Technology does not run FM companies, people do. We need to ensure that the basics are in place. Too often we find people promoted into their first management role without adequate training and support; these are the accidental managers. After a few problem-free months everyone forgets they are new managers and simply expects them to deliver in all circumstances; they can’t. “We have already seen a significant shift to home-working and decentralisation as a result of the pandemic. FM providers should be working closely with technology providers to identify solutions that will enable successful implementation of their strategies. “Perhaps the most important is that any technological investment should support the business. Too often I have seen companies trying to adapt their business to fit the new technology. Technology may help, but quality management has to be established first or even the best technology will under-deliver, as some FM companies have already discovered. It is essential to plan for implementation of any new systems before investing. Failing to plan is planning for unemployment.” CHANGE IN PERCEPTION Will the current situation bring about a change in the way FM industry is perceived? Millin believes that the more mature clients already recognise that FM adds value to their business. He says: “Any change in client perception of FM has to be driven by FM companies, no one else can do it for them. “For many years we have heard the lament that clients buy on price alone. Why should that be? Have we really lost the ability to sell quality? Business development is much more than the simple sales function that many think it is. “If an FM company can’t articulate and demonstrate the value it offers, who else will? Organisations such as MEFMA are well positioned to lobby government and raise the industry profile, but to do so they need active participation from members at all levels. It is not enough to join a trade association and then hope for miracles.” Oberlin feels that there will be a significant shift in attitute towards FM soft services. He says: “I believe there will be a 180 degree change in attitude towards soft FM operations, cleaning in particular. Cleaners will no longer have to be invisible; in fact, having cleaners in full view of employees, visitors and guests, will promote confidence, that the building is being regularly cleaned and sanitised in a thorough and professional way. Cleaning schedules should be highly visible too, not just in bathrooms but in prominent public areas in buildings. He adds that there is an enormous opportunity for all companies operating in the FM sector to position themselves as true and trusted business partners. Oberlin concludes: “It will be vital for progressive FM companies to understand how the value chain of their customers work and where they can support their clients to comply with the evermore complex government regulations and guidelines and how they can operate in the most efficient manner. This is not only to stay competitive in the market, but also to reassure all of their stakeholders that they are a competent, professional and socially responsible organisation.” AS FM COMPANIES LOOK TO REVISE THEIR STRATEGIES, IT IS IMPERATIVE THAT THEY ALSO LOOK AT THEIR ORGANISATIONAL DESIGN TO ENSURE FITNESS FOR PURPOSE. ALAN MILLIN, FM CONSULTANT Alan Millin, FM consultant COVER STORY Is the Internet of Things (IoT) and artifi cial intelligence (AI) the way forward for FM fi rms? INTERVIEW www.fm-middleeast.com22 June 2020 How does Khidmah handle the rapid rise in demand for professional cleaning, sanitisation, and disinfection services during this crisis? Khidmah’s primary focus has always been to provide its customers with effective, quality facilities management solutions and services to meet their needs and requirements. It has been advised by local and global health authorities that good hygiene, disinfection and sanitisation of frequently touched surfaces are key to combating the virus and killing germs. To cope with the current environment, we were compelled to play our part and offer our expertise to help residents and commercial tenants disinfect and sanitise their homes and workplaces to mitigate the spread of the virus. As such, our services have become a critical part in the fight against COVID-19 to ensure people’s homes, offices and other assets are safe. With the rapid rise in demand for professional cleaning, sanitisation and disinfection, we have acted proactively and put together an Emergency Response Team to meet the increasing demand and be able to respond immediately to people’s needs. More and more people rely on us as FM professionals and we have a tremendous responsibility to make sure we deliver and sanitise people’s offices and homes. Since we announced the discounted ABDULLA AL WAHEDI, CEO AT KHIDMAH, REVEALS THE FIRM’S PRACTICES IN CLEANING AND CONTAINING THE VIRUS CONTAINING COVID-19 www.fm-middleeast.com prices of these services in March this year, we have seen a significant number of clients signing up from various residential and commercial sectors. Your technical team are frontlines in the war against COVID-19 - what are the safety measures taken by them in order to complete the job, safely and successfully? Khidmah’s strongest asset has always been its employees and we have ensured that we take care of our people, their health and their safety at all times. When COVID-19 began spreading, we immediately took action, establishing safety and preventive measures to detect possible cases and safeguard our staff and clients. These included providing coverall personal protective equipment (PPE) and hand sanitisers to staff engaged in sanitisation and disinfection works. We have also regularly been disinfecting and sanitising our technical staff’s accommodation and buses as well as daily staff health checks. We also made sure to raise awareness among all staff including drivers on all necessary safety and precautionary measures that include social distancing and hygienic protocols in line with the guidelines from the UAE Ministry of Health and the World Health Organisation and ensured full compliance to all regulatory guidelines from local government and health authorities. Moreover, we introduced additional staff accommodations to decrease congestion across all locations and abide by social distancing guidance and introduced additional shifts to follow social distancing and thereby reducing physical social interactions Each one of our staff is well trained and briefed regularly on good hygiene and sanitisation in line with the British Institute of Cleaning Science (BICSc) Infection Control Awareness. We have also trained our technical team on how to effectively and safely use sanitisation and disinfection products in line with all hygiene guidance provided by the UAE authorities and the World Health Organisation. Khidmah employees also follows good sanitisation procedures before and after any personal contact, after any activity that contaminates hands and after proper use and disposal of personal protective equipment. Our teams are also provided with regular interval breaks to rest and re-energise, their temperature is regularly monitored and are provided with immune system boosting beverages rich in vitamins and minerals. As a company that provides services to both commercial and residential units, do you think cleaning measures vary for both sectors and how? Are you providing your services to healthcare facilities given the need for very thorough disinfection and INTERVIEW www.fm-middleeast.comJune 2020 23 Abdulla Al Wahedi, CEO, Khidmah. service providers? It is effortless to transfer viruses from one place to another and practicing good hygiene can minimise if not eliminate the transfer entirely. A cloth or item in a sensitive area such as washrooms should never be used in any other area and vice versa. People who do not have access to professional services can use a diluted solution of 1/3 of bleach and 1 litre of water to clean all high touch areas and bathrooms. Having said that, at such crucial times, we would always recommend customers use the support of certified cleaning professionals. How are residents being taken care of while the houses are sanitised? Before every job, our 24 / 7 Customer Support Centre team reaches out to the customer and informs him or her of best practices to follow during and after sanitisation is completed. While residents do not need to leave their premises during the sanitisation and disinfection process, we provide them with masks and gloves and request them to be in different rooms while we are working. Our technical team will utilise odourless, organic cleaning products certified by the Environmental Protection Agency. A contact time of 10-15 minutes prior to entry to the treated room is strictly implemented as an extra precaution. We have also applied a strict cashless payment policy in line with heightened hygiene guidance. sanitisation? Khidmah focuses on providing FM services and solutions to clients in the UAE and the region across different sectors including residential, commercial, retail, government, education, hospitality and healthcare. The requirements and guidelines vary from one sector to another especially when it comes to disinfection and sanitisation. There are specific areas that different sectors would require focus on. For example, residential units focus more on the inside of the house such as floors, bedrooms, washrooms and so on. On the other hand, commercial premises focus more on deep cleaning and sanitisation of offices, stores and other gathering areas. We are keen to support more clients in all sectors and that includes healthcare facilities as we believe we can help, and the Khidmah teams are well prepared and ready for that. Could you elaborate on the best practices implemented by Khidmah to contain the risk of spreading infection and cross contamination? Khidmah has always practiced strict methods of sanitisation and disinfection. This includes strict monitoring and following a color- coding methodology. This helps to avoid spreading viruses from one space to another and eradicate the spread of disease and cross contamination. Our technical staff are also trained on color coding which would apply to almost everything involved in the disinfection and sanitisation process such as cloths, gloves, tools, chemicals and equipment. Every member of the team involved in sanitisation is also required to disinfect themselves and their equipment after each job to prevent spreading viruses from one place to another. Of course, vehicles are fully disinfected before and after each job. Can you share with us some DIY (do it yourself) cleaning and disinfecting techniques that can be used by residents who do not have access to professional cleaning WITH THE RAPID RISE IN DEMAND FOR PROFESSIONAL CLEANING, SANITISATION AND DISINFECTION, WE HAVE ACTED PROACTIVELY AND PUT TOGETHER AN EMERGENCY RESPONSE TEAM TO MEET THE INCREASING DEMAND AND BE ABLE TO RESPOND IMMEDIATELY TO PEOPLE’S NEEDS. HOSPITALITY www.fm-middleeast.com24 June 2020 F rom repurposing a property to adapting new strategies and approaches to secure a strong come-back for your hotel assets once the industry restarts, a multitude of things have to be considered from operational changes to strict hygiene measures. In the early days of the global Covid-19 pandemic we saw countries reactivate decommissioned hospitals, construct emergency hospital facilities, and repurpose exhibition centres, sport halls and hotels, to create additional treatment and quarantine capacity. For this to work, strict hygiene measures and specific technical prerequisites had to be taken into account as part of the complex task of recommissioning and repurposing buildings. Moreover, handovers to health authorities had to be done quickly to meet the rapidly rising demand for quarantine facilities. Since the beginning of March, Drees & Sommer has had interdisciplinary, cross-professional teams of experts on standby to assist companies and public authorities with the recommissioning of hospitals and repurposing of buildings. The emergency task force consists of clinicians, medical technicians, nursing specialists and hygiene experts as well as engineers, architects and infrastructural facility management specialists, to provide integrated procedures and pooled resources for both the assets’ clinical and logistical processes. If our consulting experience during these unprecedented times has taught us anything, it’s that the hospitality industry will be changed forever. Not just from a hotel operations perspective, but in terms HOSPITALITY 2.0 HOW TO PREPARE FOR HOSPITALITY 2.0 IN THE POST COVID-19 ERA? DAMIEN RIZZI, HEAD OF ASSET MANAGEMENT, GLOBAL HOSPITALITY DREES & SOMMER, FINDS OUTHOSPITALITY www.fm-middleeast.comJune 2020 25 of asset management. An important question to ask is how well prepared your hotel property is for a restart in Hospitality 2.0 in the post Covid-19 era. The travel and tourism industry - and as a result the hotel industry - is under immense pressure with many hotels having had to shut down partially or completely, owners and operators suffering immense revenue losses with largely unchanged fixed costs, coupled with uncertainty about future demand for hotel rooms. To secure a successful restart, now is the time to plan for operational optimisation, to validate your property’s business model and to adjust the operating concept for long-term value creation potential, as well as assess the possible re-use or repurposing of your hotels, or parts of them. Given the expected new legal requirements and hygiene regulations for the travel and tourism industry, hotels will need to develop new operational solutions to position themselves optimally for a restart. Our team of experienced consultants have compiled a list of critical considerations to prepare a hotel for operation in the post Covid-19 hospitality era: • In compliance with new hygiene expectations and regulations, you will need to review your property’s cleaning and sanitisation processes, including the use of UV lights and special medical-grade cleaning materials approved for hotels • We suggest reconsidering the use of specific fabrics, furniture, fixtures and amenities in the guest rooms including items such as loose carpets, remote controls, minibars and light switches to ensure a hygienic environment for both staff and guests • It is important to optimise the flow of fresh and recycled air throughout the property’s air-conditioning system to avoid the spread of viruses that are potentially airborne • With digital and contactless services becoming the norm, ensure your hotel’s readiness for the digitisation of core operational processes such as check-in and check-out and the use of mobile room keys • Analyse your property’s operational workflows and study staff and guest movement to optimise space and occupation levels to ensure adherence to social distancing guideline, which are likely to remain in place for the foreseeable future • Re-engineer your laundry and linen operations as well as garbage disposal protocols and consider the use of personal protective equipment (PPE) for staff and the implementation of sealable laundry and garbage bags • Assess and validate your hotel’s current business model and operating concept and assess the possible re-use or repurposing options within the property including alternative rental and lease models for specific spaces GIVEN THE EXPECTED NEW LEGAL REQUIREMENTS AND HYGIENE REGULATIONS FOR THE TRAVEL AND TOURISM INDUSTRY, HOTELS WILL NEED TO DEVELOP NEW OPERATIONAL SOLUTIONS TO POSITION THEMSELVES OPTIMALLY FOR A RESTART. Damien Rizzi, head of asset management, Global Hospitality Drees & Sommer. PROPTECH www.fm-middleeast.com26 June 2020 C yber-crime, theft, data leakage, and technical failures are real threats that also affect the real estate sector. Large commercial and industrial buildings are particularly at risk due to the large flow of people, vehicles, and data as well as the complicated operational processes for such facilities. The intelligent solutions for real estate (PropTech) effectively lower the risk, which in turn enhances the surveillance of buildings, thus improving management and increasing their security. PropTech solutions facilitate effective property management and reduce building administrative costs. They also enable property owners to better manage their portfolio by monitoring managers and tenants who conduct technical maintenance and support guests and suppliers. The functionality of the PropTech IT systems also has great significance in security-related issues. By using artificial intelligence in their activities, the Internet of Things, cloud computing and mobile technologies all impact both the security of people and assets and the data collected. CONSTANT CONTROL OF PHYSICAL SECURITY OF THE FACILITY One of the key elements of PropTech is data collection. It is stored in the cloud and gathered through IoT sensors like beacons, NFC tags or QR codes. Thanks to the network of beacons, it is possible, CYBER-SECURING FACILITIES HOW DO NEW TECHNOLOGIES INCREASE THE PHYSICAL AND DIGITAL SECURITY OF REAL ESTATE?PROPTECH www.fm-middleeast.comJune 2020 27 for example, to analyze the technician’s walkthroughs around the site, create its visualization on a map and generate the most optimal route, including the areas that should be additionally checked. NFC tags allowing for a quick meter reading with the use of mobile applications, increase the safety of the building through its constant control and quick failure reports, which can be extended with photos and comments. Digital data collection ensures its correctness and comprehensiveness, which guarantees safety. It is possible thanks to collecting information in an automated way and updating it on an ongoing basis. Automatically visualized graphs in real-time based on IoT sensors can quickly show various types of anomalies, allowing for prevention and rapid corrective steps. This increases the efficiency and security both of equipment management and facilities. Additionally, the information is stored in one place and the paper documentation is replaced. It can reduce the risk of error in its correctness and complexity. THE SECURITY OF COLLECTED DATA Data that has been collected over the years since the moment of implementing the Facility & Property Management systems have great analytical value. As Big Data, they constitute an added value for the building and together with it, can be part of a sales offer. This all puts the data at a particular risk of theft, leakage or unauthorized access. Patrick Gasior, senior channel sales manager, Velis Real Estate Tech, explains: “As for the data collected in the cloud by Singu FM, a platform that improves facility management in commercial and industrialsites, we apply the latest technologies that encrypt certificate systems and restrictive international standards for their security. We possess an ISO Patrick Gasior, senior channel sales manager, Velis Real Estate Tech . 27001:2013 certificate and we operate in accordance with the international system of Information Security Management (ISM). Constant updates for security procedures protect our platform’s users. We strive to ensure that all of the PropTech solutions designed by us are as secure as possible.” Although technologies in the real estate sector mainly imply saving time, resources and ultimately money, it is necessary to appreciate their significance in issues related to security. When designing modern buildings, it is worth considering implementing PropTech for this reason as well. BEE’AH LAUNCHES NEW SPECIALIST DISINFECTION SERVICE Bee’ah has launched a new specialist disinfection service forgovernment entities, large organisations, buildings, extensive facilities and hubs. A dedicated team of sanitation professionals utilise advanced cleaning equipment and government-approved disinfectants to effectively sterilise all areas. 800 TANDEEF (826 3333) | beeah.ae CSR www.fm-middleeast.com28 June 2020 The majority of successful and sustainably run companies have a strong Facilities Management vision and team in place. The core responsibilities of the Facilities Management team are to ensure essential built environment support to the overall business operations and the wider teams within an organisation. A study by Techsci Research shows that the UAE facility management market was valued at $13.8bn in 2018 and is projected to grow at a Compound Annual Growth Rate (CAGR) of 10% to reach $27bn by 2024. The projected growth can be attributed to both the commercial and residential sectors continuing WITH THE WAY WE WORK CHANGING AND THE FOCUS ON SUSTAINABILITY STILL PREVALENT, FACILITIES MANAGEMENT NEED TO CONTINUE TO EXPLORE WAYS TO ENSURE A SUSTAINABLE WORKING ENVIRONMENT to thrive in the region. There is no doubt that considering COVID19 these numbers may change however; in the current circumstances the Facilities Management vision is even more crucial to ensure businesses operate safely and at optimum efficiency. Sustainability within the workplace continues to top the list of priorities within Facilities Management teams as does the necessity to hire facilities management professionals who can implement and drive forward sustainable practices. Matt Smith, associate head of the School of Energy, Geoscience, Infrastructure and Society (EGIS) at Heriot-Watt University Dubai shares his views on some of the ways by FM can be made sustainable. • CONDUCT A SUSTAINABILITY ANALYSIS AND AUDIT A full sustainability analysis and audit draws on current practices within an organisation and highlights room for improvement and change. These can be benchmarked against similar organisation’s or by comparing via a full year on year comparison of how current sustainable practices could be improved. Studies have shown that such audits can help facilities save up to 20% of their costs on energy and water. Examples of effective questions to be asked when preparing the analysis are: 1. What is the environmental impact and what could we be doing to reduce waste? 2. What is the business doing to reduce its carbon footprint? SUSTAINABILITY WITHIN FMCSR www.fm-middleeast.comJune 2020 29 3. Which of our supplies has a sustainable vison and are we doing everything to support it? • BEWARE OF HIDDEN TOXINS AND PLASTIC Not so many years ago, distributors of commercial cleaning products would stock only a handful of green chemical cleaners, and often, there was little or no demand for these products. Awareness has since grown, and we now know that hidden toxins in commonly used cleaning products can be devastating for the environment and are linked to serious health problems for your staff. An investigation produced by Environmental Working Group revealed that from the 2,000 cleaning supplies tested in the American market, most contained substances linked to serious health problems. However, it’s not just the toxins that we should be mindful of but also plastic packaging of cleaning materials. FM professionals should, therefore, seek office cleaning contractors who offer ecofriendly solutions which can have a long lasting and positive impact on an organisation’s sustainable vision and most importantly, employee’s health and wellbeing. • ENCOURAGE EMPLOYEES TO ADOPT GREEN POLICIES A challenge many Facilities Managements teams face when implanting new sustainable measures is the buy in from employees. Setting up a ‘green team’ can help encourage change, initiate new ideas and in the long-term drive sustainability. Examples of change driven by teams could be adopting a better recycling policy, car sharing, and eliminating the use of plastic utensils at work. Individuals will react in a more positive manner if they can see the sustainable changes and have taken ownership to promote long term change. Equally, leaders in an organisation must demonstrate green behaviour and be role models for the rest of the organisation. • PRIORITISE SUSTAINABILITY FOCUSED CONTRACTORS Contractors can play a role in influencing how green a project can be, both during construction and after completion. Early involvement is key here – engaging green contractors at the start of the process will enable them to advise and implement best practices such as changing to energy -saving lighting, installing solar panels, sustainable air conditioning and filtering/recycling water. By deploying these measures, the joint impact that can be potentially achieved is a more sustainable, longer lasting building at a lower cost to maintain. • CONTINUE TO EMBRACE REMOTE WORKING The environment has been able to take a breather since the global lockdown and remote working will undoubtedly be one of the elements which will be embraced post COVID19. Carbon footprints are being reduced considerably by employees not travelling to and from the office every day. According to data from Global Workplace Analytics, if employees who could work from home for 2 days a week the savings would be over $700,000 a year. In the interest of driving sustainability, for roles where results can be achieved even by working remotely, it is essential organisations encourage the same. • USE SPACE WISELY Buildings themselves continue to be a contributor to global pollution according to the Global Status Report 2017 published by UN Environment and the International Energy Agency, building and construction are responsible for 39% of all carbon emissions in the world. It is therefore crucial for FM to ensure all space is used wisely and most efficiently, this not only leads to a more sustainable building overall but also a happier workspace for employees if the space is optimised and designed correctly. Heriot – Watt University Dubai is committed to advise and educate Facilities Managers of the future on sustainable practices and offers a wide range of Facilities Management Courses which include: • Sustainable Practices in Facilities Management • People and Organisation in the Built Environment • Space Planning Management . FM PROFESSIONALS SHOULD SEEK OFFICE CLEANING CONTRACTORS WHO OFFER ECOFRIENDLY SOLUTIONS WHICH CAN HAVE A LONG LASTING AND POSITIVE IMPACT ON AN ORGANISATION’S SUSTAINABLE VISION AND MOST IMPORTANTLY, EMPLOYEE’S HEALTH AND WELLBEING. Matt Smith, associate head of the School of Energy, Geoscience, Infrastructure and Society (EGIS) at Heriot-Watt University Dubai.Next >