< Previous COVER STORY www.fm-middleeast.com20 January 2021 purpose vehicles handle over 500 tonnes of medical waste each year, which is equivalent to around a quarter of the total biomedical waste generated in Dubai. “In addition, we were able to strengthen our market leadership by building on our extensive capabilities and track record with the launch of new services and solutions. Thanks to our dedicated teams of experienced professionals and diversified, innovative service offerings, we succeeded in meeting and exceeding the expectations of our clients and the UAE as a nation, despite the challenging conditions.” Talking about the importance of innovation in the FM sector, Lootah says that technology and modernisation have always been an integral part of the FM industry. The pandemic period highlighted the importance of technology adoption for the sector and stressed the need for constant innovation to meet the evolving requirements of the situation. This period also demonstrated that technology enables the industry to achieve greater efficiency while ensuring safe operations. He says: “Imdaad has always been at the forefront of innovation in the facilities management sector. Even before the onset of the pandemic, we had launched a range of digital tools designed to bring our customers greater convenience and improve the efficiency of our operations. These include a smartphone-based application that enables real-time tracking of operational data for the optimal allocation of resources. The app has not only helped us to manage our personnel efficiently and reduce downtime, but has also improved our service standards overall by ensuring rapid responses and avoiding disruptions.” Imdaad’s building management systems use remote access to monitor its clients’ assets in real-time and offer proactive solutions, leading to reduced inconvenience and lower maintenance costs. Recent data from one of its projects showed that Imdaad was able to fix 90% of faults that arose remotely using this technology. This is especially significant during these times of social distancing and hygiene protocols, says Lootah. Lootah adds: “Looking to the future, we will continue to explore new ways to integrate our systems and operations with cutting-edge technology including Big Data, IoT, and AI. These are sure to help us achieve even better efficiencies and further expand our portfolio of cutting-edge services and solutions.” THE FUTURE As with most sectors, the FM industry will be driven by emerging technologies, says Lootah. Companies are likely to invest substantial amounts Imdaad's Facilities Management Services (FMS) division improved its profi tability compared to the previous year and secured many new projects in a range of sectors.COVER STORY www.fm-middleeast.comJanuary 2021 21 in technologies with the potential to deliver improved efficiency and enhance customer satisfaction. He says: “The global pandemic has brought about an increased emphasis on the importance of hygiene and sanitisation, which I believe will further strengthen the scope and relevance of the FM industry. “We will also be expected to deliver higher standards than ever before. Ultimately, this will be a good thing for our industry, our clients, and our nation. In Imdaad’s case, our long-term commitment to empowering our team members through world-class training and dedication to innovation mean we are already one step ahead, and therefore, well prepared to thrive in this new reality.” Talking about Imdaad specifically for the year ahead, Lootah says: “I am optimistic that we will see more promising growth opportunities for Imdaad in 2021. Our top priorities for the coming year include ensuring employee safety, modernising our services, equipment, and workforce, and focusing on sustainable solutions across all our divisions.” The firm will continue to focus on improving customer satisfaction, strengthening its brand identity, and investing in human capital by upskilling its team members. Its long- term strategy also encompasses further expanding its footprint in the country, acquiring new clients and embracing innovation to develop even better services and solutions. Lootah concludes: “We look forward to the exciting opportunities that lie ahead and, as always, shall continue to strive to set new standards of excellence in the FM industry.” COVER STORY Isnaad, Imdaad’s soft FMS division, launched several customised disinfection packages for residential and commercial facilities. FM IN EDUCATION www.fm-middleeast.com22 January 2021 Middle East region, one of the regions with the richest countries in the world, works in search of self- sufficiency. Governments have launched different policies to focus on the importance of the development of its people to enable them to promote a prosperous society, being the education the main base. To ensure that the states will prosper in the long term, the Middle East countries have aligned THE DEVELOPMENT OF THE EDUCATIONAL SECTOR: A GREAT OPPORTUNITY FOR THE URBAN WASTE MANAGEMENT SOLUTIONS their educational policies well with its future economic goals. Not only as an investment for the future of its people, but with the aim of become a global education hub, the region has invested heavily in the education sector, including back-to- back plans that contributed to the growth of private and public education institutions. This investment has raised some of the Middle East country on the world map of education with international universities and schools, mainly of American origin, settling in the countries. In the Kingdom of Saudi Arabia, for example, the education sector is one of the most significant pillars of the Kingdom’s ‘Vision 2030’, through which it aims to achieve economic expansion and attain sustainable growth across the country. The Saudi Vision 2030 was formed and implemented in 2016, with the plan to reduce Saudi Arabia’s dependence on oil, to diversify its economy, and to develop public service QUALITY FM FOR QUALITY EDUCATION By Luis Carlos Barroso, ACCIONA ME general manager for service solutionsFM IN EDUCATION www.fm-middleeast.comJanuary 2021 23 sectors, such as healthcare, education, infrastructure, recreation, and tourism. The aim was to increase the share of private education to 25%, by 2030. In order to achieve that, the government also allowed 100% foreign business ownership in 2017, to gradually ease the ownership restrictions on foreign firms, which were previously required to set up joint ventures with local partners. Talking about the UAE, the quality of the UAE’s primary and higher education systems rank among the top 20 globally. The private education sector of the United Arab Emirates is expected to register a CAGR of 5% during the forecast period, due to factors like the increasing expatriate population, increasing enrollments, improved quality of education, and the increasing shift from public schools to private schools. Currently, majority of the Emirati and expat students in the United Arab Emirates are enrolled in private schools and this trend is expected to grow. It is a fact that this general growth also introduced a great demand for facility management services, as a high quality education demands a high quality facilities and specialized companies to support the schools’ daily activities, ensuring that the goals and functionality of the schools and universities facilities environment, whether physical or virtual, remains seamless and problem-free. It is in this business context where FM companies, such as ACCIONA, have to show off their technical capabilities and multiple specialties, covering full range of service requirements and allowing educational institutions to focus their emphasis on their main core business: the education, as well as offering functional improvements and energy efficiency. In the last seven years, ACCIONA has established itself as a reliable partner and leader Integrated Facility Management (IFM) service provider for the educational sector, representing this market around 40% of our business is in the GCC. We understand that education and culture are the linchpins of societal progress in a context of climate emergency. Supported by highly qualified professionals and our own vocation for innovation, we carry out our activities with all the excellence required to achieve the Sustainable Development Goals. Through our urban waste management solutions, we seek to accelerate the implementation of a circular economy model that focusses on taking care of used resources and how to produce them. In order to extend their useful life in a scenario where reusing, reducing and recycling are seen as essential to prevent the collapse of the human productive model. And transforming it. The solutions provided are strongly influenced by technology and innovation to increase efficiency in waste collection, transport and management. Thereby, ACCIONA designs optimised routes, uses container sensing and obtains new sustainable materials. This success is due to the fruits of investment in innovation and training, as well as the ability to adapt to the evolution of the educational sector and its facilities, as well as setbacks, especially in times of Covid-19, ensuring functional and, above all, safe facilities for the use and enjoyment of the citizens who represent the future of society. IN THE LAST SEVEN YEARS, ACCIONA HAS ESTABLISHED ITSELF AS A RELIABLE PARTNER AND LEADER INTEGRATED FACILITY MANAGEMENT (IFM) SERVICE PROVIDER FOR THE EDUCATIONAL SECTOR, REPRESENTING THIS MARKET AROUND 40% OF OUR BUSINESS IS IN THE GCC.” Luis Carlos Barroso, ACCIONA ME general manager for service solutions. HOSPITALITY 24 January 2021www.fm-middleeast.com How can we safeguard hospitality operations in the new normal and be better prepared for another pandemic? Koen Theunis, founder and partner, RBNH Solutions and Colin M Beaton, managing director, Limelight Dubai, fi nd out DESIGNING A SAFER FUTUREHOSPITALITY January 2021 25www.fm-middleeast.com N early all industries and businesses have been impacted by the Covid-19 global pandemic, including hospitality, community and public dining spaces. Managing operations in this new normal is far from normal - at least for now - but even when a vaccine becomes available one thing is evident; the management and operations of hospitality and food & beverage facilities need to evolve to respond to the global shift in the needs, wants and requirements of communal spaces for business, leisure, entertainment and dining. We need to develop and implement new standards and ways of working that can form the basis of a new paradigm on how to ensure the health and safety of the users. Over the past months, we have come together as a collective of UAE-based consultants to look at learnings from this global pandemic, with the aim to develop ‘future proof’ recommendations and pragmatic solutions that address not only the current back-to-business requirements, but also the changes needed in the design and best practices for future hospitality developments to be prepared for other health crises that may test the industry. We looked at critical areas such as design and material specifications, front-of-house flows and spacing, back- of-house design and functionality, as well as hygiene and cleaning protocols. The whitepaper we produced as a result is not focused on Covid-19, but on the logical next steps towards enhanced and standardised hygiene practices. THE IMPACT OF CHANGES IN FUNCTIONALITY OF COMMUNAL SPACES ON ITS DESIGN A large part of the user experience in hospitality and F&B is the environmental design, which has developed in leaps and bounds over the years and that spirit and momentum needs to be maintained. There is, however, a need to address the changes in functionality of these communal spaces but it should not stifle the creative freedom of the designer. We need to consider a more thoughtful design process within the industry, while being careful that the experience, for the patrons, and the financial implications, for the operator, has minimal impact. Critical design considerations here include: • Rethinking the process of entry and exit points in a facility- to allow for the separation of ingress and egress into the communal space. This is important in order to avoid contact between guests arriving and leaving the premises which helps minimise the chances of cross contamination. • The importance of handwash areas and restroom design - Historically, handwash basins have always been contained within a facility’s restrooms. These will now have to be treated as a separate entity in the building design and should be introduced in more locations with access to liquid soap and hand drying provisions. Careful attention should be given to the aesthetic qualities however, to ensure that these facilities don’t become a hindrance. • The art of material science - Material science is developing rapidly and will be one of the more important fields of study as we move forward. The implementation of antimicrobial surfaces and materials will no longer be a choice and will sooner or later be required as per code. The design challenge will be to specify the right materials that achieve the optimal hygienic properties. However, these need to be carefully curated to ensure that the desired aesthetic qualities are not compromised. The technology is rapidly evolving as investment flows into R&D in response to market demands. It is imperative that developers and designers keep well-informed by continually researching new products and materials THE IMPACT OF NEW SANITISATION PROCEDURES ON MEP DESIGNS AND PROJECTS COSTS OF FACILITY UPGRADES COVID-19 has pushed many economies to near collapse which reawakened some of the ways in which we should procure, build, and improve facilities and operations. Mechanical, Electrical, and Plumbing (MEP) services were generally designed to only meet the minimum requirements in accordance with industry standards. These standards will no longer be accepted due to an improved understanding of the causes and effects of airborne pathogens. Current and future establishments will have to adhere to stricter regulations with improved safety measures. These will potentially include new technologies to alert building management of potential health-orientated risks before people enter a facility. Higher rates of air circulation, ventilation and air purification requirements will demand higher rates of air changes for any space where people formally or socially congregate. The rise in demand for increased quality mechanical and electrical equipment that sanitizes facilities, equipment and items that are being shared, will be a major comfort FROM A HYGIENE AND SAFETY POINT OF VIEW, COMMUNICATION WITH THE CUSTOMER IS VITAL TO INFORM THEM ABOUT THE SAFETY PRECAUTIONS THAT HAVE AND WILL BE TAKEN AND WHAT THE BUSINESS IS EXPECTING FROM THEM IN TERMS OF HYGIENE AND SAFETY WHEN ON PREMISES. Colin M Beaton, managing director, Limelight Dubai. HOSPITALITY 26 January 2021www.fm-middleeast.com to explain what the rules of the game are for both parties. Contactless technology has become a top priority in hospitality as a way to regain consumer confidence and operate safely and it can be used at most touchpoints in the guest journey; from thermal imaging cameras, bio sensors to detect airborne pathogens, and digital wayfinding & menus to cashless payments, automated handwashing stations and sanitisation tunnels, hotels and restaurants can bring tech to the table to take an important leap forward in providing a healthy and safe environment while retaining a positive customer dining experience. Clearly this is a very trying time for the hospitality industry and we’re faced with critical challenges. Some of these we’ve not encountered before and are now thrust into the spotlight, whilst others are long overdue for change. Shifting to the new paradigm to manage hospitality facilities in a safe and thoughtful way demands hard work, careful planning, substantial investment, sufficient time and rewriting of the rule book in many cases. It will require the collaboration of owners, consultants, contractors, operators, suppliers and even customers, to chart a path that meets the needs of all. factor to attract more customers. If you haven’t designed or built the back of house area yet, this is the time to pause, review your drawings and specifications and ensure you are on the right track. Although the HACCP legislation in most countries is already very strict, there will always be areas that you can improve to mitigate risks even further. THE IMPACT OF NEW SAFETY & HYGIENE PROTOCOLS AND PRACTICES ON THE CUSTOMER EXPERIENCE First impressions last forever and the manner in which a customer arrives and is treated will set the tone for the rest of their visit. The arrival experience in the future must combine two aspects: safety and comfort/convenience. Those businesses that can shape the arrival experience in such a way that the customer doesn’t notice the extra hygiene and safety precautions in place will be a step ahead of the competition. From a hygiene and safety point of view, communication with the customer is vital to inform them about the safety precautions that have and will be taken and what the business is expecting from them in terms of hygiene and safety when on premises. In other words, it’s important A collective of three Dubai-based consultancy fi rms have developed an industry white paper on the topic: ‘Designing a Safer Future - How the Food & Beverage industry can be bett er prepared for another pandemic’, tackling critical considerations ranging from design standards, material specifi cations and space requirements to hygiene improvements, technology solutions and cost management without limiting the functionality or guest experience. The paper’s three collaborators are F&B Development Consultants RBnH Solutions, boutique strategy & design agency Limelight and project development and MEP consultants CSQ. To get a copy of the whitepaper, please email colin@limelight.ae or koen@rbnhsolutions.com Koen Theunis, founder and partner, RBNH SolutionsAre FM fi rms now up-skilling and innovating for specialised cleaning practices and acquiring relevant certifi cations to service its clients? PARTNERSHIP IWBI, GBAC partner to deliver streamlined solutions for building owners in Covid-19 fight p32 plus A SP EC IA L R E P O R T F R O M FACI LITI ES M A N AG E M E N T M I D D L E E A ST CLEANING SOLUTIONSwww.berkele yuae.com Personalised Integrated FM Solutions. Cleaning Company of the YearExcellence in Training & Assessment Cleaning Maintenance Security Landscaping Laundry Support Services Fitout Opportunities don’t happen. You create them, with Excellence.www.fm-middleeast.com COMMENT January 2021 29 safe and clean environment is the need of the hour. The focus for traditional FM firms has moved from cleaning at a superficial level to disinfecting and sanitising to safeguard the health of building occupants. FM firms in the region now need to up the ante by becoming the vanguards of good hygiene and curbing the spread of diseases. Our special report on “Cleaning Solutions” investigate if FM firms are now up- skilling and innovating for specialised cleaning practices and acquiring relevant certifications to that effect to service its clients. According to Manuela D’Agata, ISSA international education and certification director, we need to shift our perception of clean. Shifting from the visual inspection of “does it look nice and smell nice” to ensuring that we are cleaning hygienically, removing and eliminating dangerous pathogens. Cleaning and proper disinfection are therefore important as they are making Want to enter the debate? If you have any comments to make on these issues, email the editor at rajiv.pillai@itp.com. VIEWP INT The focus for traditional FM fi rms has moved from cleaning at a superfi cial level to disinfecting and sanitising to safeguard the health of building occupants. RAJIV RAVINDRAN PILLAI Operation clean-up! A About the author Rajiv Ravindran Pillai is the editor of Facilities Management Middle East. people stay and feel safe. Cleaning and disinfecting high- touch surfaces in your home regularly is an important precaution to lower the risk of infection. Also, it is important to follow cleaning product instructions for safe and effective use, including precautions you should take when applying the product, such as wearing gloves and making sure you have good ventilation. According to WHO (World Health Organisation), disinfection practices are important to reduce the potential for Covid-19 virus contamination in non-healthcare settings, such as in the home, office, schools, gyms, publicly accessible buildings, faith- based community centres, markets, transportation and business settings or restaurants. High-touch surfaces in these non-health care settings should be identified for priority disinfection such as door and window handles, kitchen and food preparation areas, counter tops, bathroom surfaces, toilets and taps, touchscreen personal devices, personal computer keyboards, and work surfaces. Most FM firms now recognise the current situation and are focusing on cleaning, from a different perspective.Next >