< Previous30 September 2023www.fm-middleeast.com QATAR FOCUS QATAR GOALS The facilities management market in Qatar has witnessed substantial growth and progress over time. “FM primarily encompasses the upkeep and oversight of commercial, residential, and industrial properties, encompassing a broad spectrum of services such as maintenance, security, waste management, landscaping, cleaning, and more,” reveals S. Dinesh, Head of EMCO Qatar. “In the years leading up to 2021 and 2022, the Covid-19 pandemic and the FIFA World Cup 2022 prompted signifi cant players in the FM sector to adapt. This adaptation involved the incorporation of sustainability practices, integration of technology, utilisation of IoT, energy management, skill enhancement, and more. These eff orts aimed to provide a comprehensive array of services under a unifi ed framework. This holistic approach has enhanced the overall effi ciency of the FM industry, aligning it with the emerging trends sought after by our major clients.” Talking about the key drivers behind the growth of the FM sector in Qatar, Dinesh says that the energy sector stood out as a pivotal industry. However, a fresh set of objectives has emerged within the framework of Vision 2030. This shift has led to substantial investments in various sectors such as sports and entertainment, education, tourism, and signifi cant infrastructure undertakings including the metro, world- class educational cities, stadiums, ports, and residential cities. Moreover, there is a noticeable upsurge in investments across the entire economy, propelled by favourable shifts such as increased oil revenue, positive regional advancements, and more permissive regulations for the private sector. Collectively, these changes are anticipated to provide a substantial impetus to the economies of the GCC countries, particularly Qatar, Dinesh says. Vision 2030 has the potential to transform Qatar as a front-runner among the GCC, off ering signifi cant opportunities for the private sector to synchronise with its goals. Additionally, the presence of top-notch infrastructure, including manufacturing/industrial cities, ports, airports, metros, advanced road networks, establishes a business-friendly atmosphere. This collectively indicates a conducive environment for all economic sectors, presenting substantial possibilities for the facilities management industry. He adds: “The primary driver of growth originates from the public sector. S. Dinesh, Head of EMCO Qatar, on how the country’s FM market is thriving due to investments in huge infrastructure and real estate projectsSeptember 2023 31www.fm-middleeast.com QATAR FOCUS Nevertheless, there is a growing inclination towards loosening the restrictions on the economy, particularly in areas like real estate, manufacturing, entertainment, hospitality, and tourism, allowing greater participation from the private sector. Substantial government investments have already been directed towards the establishment of mega industrial and logistical parks, manufacturing zones, and entertainment cities. These endeavours have considerably benefi ted the private sector, and we anticipate a signifi cant contribution from them in the foreseeable future.” Facilities management companies in Qatar off er services including maintenance, cleaning, security, space planning, energy management, health and safety compliance, waste management, landscaping, tenant services, and emergency planning. High demand likely centres on maintenance, security, energy effi ciency, and sustainability due to Qatar's infrastructure development and extreme climate. Dinesh adds: “Services catering to the real estate sector are pivotal, with HVAC maintenance and energy- effi cient solutions being particularly vital in the region's context.” CHALLENGES Collectively, the GCC market is primarily infl uenced by cost considerations, and there is a prevailing inclination toward consolidating various services. With the continuous advancement of technology, combined with the recent introduction of AI, the time required for processes is diminishing. Dinesh adds: “Consequently, we encounter diffi culties in meeting the stringent targets set for operational effi ciency, environmental objectives, skilled workforce availability, rectifying supply-chain bottlenecks, and managing intense competition, particularly from new market entrants. Furthermore, there are also hurdles in terms of upgrading and enhancing the skillset of the labour force to align with the rapidly approaching changes in technology, sustainability, and environmental objectives.” Commenting on local facilities management companies competing with international players in the market, Dinesh says: “FM companies in Qatar can compete with global players by leveraging local expertise, cultivating relationships, and providing tailored services. Focusing on quality, innovation, and sustainable practices, they can off er cost-eff ective solutions that are comparable anywhere in the world. Employing a skilled local workforce with specialised training and up-skilling, and emphasising branding strengthens their reputation. Collaborations and continuous improvements based on feedback and trends enhance their market presence. These strategies collectively enable Qatar companies to eff ectively vie against international counterparts, delivering value and responsiveness in a culturally attuned manner.” PROJECTS In the past year, EMCO assumed the responsibility of managing a district cooling plant, a key player in Qatar’s cooling infrastructure. This was done despite notable operational shortcomings stemming from inadequate maintenance practices. The district cooling system faced challenges such as insuffi cient equipment availability and reliability, with performance levels S. Dinesh, Head of EMCO Qatar falling below 90%. Furthermore, the plant demonstrated ineffi ciencies that led to excessive energy consumption. Dinesh says: “EMCO, a renowned operator of district cooling plants, is dedicated to improving the plant’s performance by leveraging our expertise and cutting-edge technology, all without requiring additional investment from the client. Remarkable outcomes have been accomplished within a year. EMCO’s unwavering commitment to excellence serves as evidence of its leadership in this fi eld, off ering eff ective solutions that don't demand extra fi nancial input from clients.” According to Dinesh, Qatar’s facilities management market is thriving due to investments in huge infrastructure projects, real estate, sports facilities, manufacturing cities and logistics parks. The successful culmination of FIFA World Cup 2022, the eff ective control of Covid-19 pandemic, and stabilised oil market have immensely contributed to business confi dence. The nation’s successful economic diversifi cation and affl uent population with record-breaking tourist arrivals have driven the demand. Neighbouring UAE and Saudi Arabia have also robust FM sectors due to their signifi cant development projects. Variation in market size, maturity, regulations, and cultural factors infl uence the FM dynamics across the Middle East. Dinesh concludes: “Over the next fi ve years in the Middle East, the facilities management market is likely to integrate advanced technologies like IoT and AI, focusing on sustainability, energy effi ciency, and smart building solutions. Outsourcing specialised services, data-driven decision- making, and remote monitoring will gain prominence. Adapting to evolving regulations, fostering skill development, and resilience planning will be essential. With increased competition, a customer-centric approach could lead to tailored service packages.” Over the next fi ve years in the Middle East, the facilities management market is likely to integrate advanced technologies like IoT and AI, focusing on sustainability, energy effi ciency, and smart building solutions 32 September 2023www.fm-middleeast.com TECH TALK In alignment with Qatar Vision 2030, sustainability stands as a paramount focus within the country, says Mohamed Saadeh, General Manager, Darwish Interserve Facility Management In alignment with Qatar Vision 2030 sustainability stands as a paramount A SUSTAINABLE VISION Darwish Interserve Facility Management takes pride in its signifi cant contributions to several impactful facilities management projects in Qatar. Mohamed Saadeh, General Manager, Darwish Interserve Facility Management, says proudly: “A standout accomplishment is our collaboration in managing critical infrastructure and venues during the previous FIFA World Cup—an endeavor that underscores our expertise in ensuring fl awless operations on a global scale. Among our notable achievements is the successful management of Milaha, a key player responsible for shipping essential goods for the event. Our meticulous approach and dedication to seamless logistics played an integral role in the smooth fl ow of supplies, contributing to the overall success of the World Cup. Additionally, our involvement in the Air Traffi c Control Centre at Hamad International Airport has left an indelible mark. Serving as a pivotal hub catering to an extensive infl ux of travelers from all corners of the world, this project showcased our ability to manage complex operations with precision and effi ciency. These achievements not only highlight Darwish Interserve's prowess in facilities management but also exemplify our commitment to excellence and our capacity to excel even under the most demanding circumstances.” Saadeh says that the facilities management market in Qatar has undergone signifi cant growth in recent years. With Qatar's proactive eff orts to diversify its economy beyond oil and gas, there has been a heightened focus on developing sectors such as infrastructure, real estate, hospitality, and healthcare. This evolution has led to an increased demand for high- quality facilities management services that enhance operational effi ciency and improve customer experiences. Darwish Interserve Facility Management is dedicated to monitoring industry trends and continuously improving its services to align with both the evolving industry landscape and the specifi c needs of its clients. The growth of the facilities management sector in Qatar can be attributed to several key drivers. Notably, the hosting of major global events like the FIFA World Cup and the upcoming event for Doha Expo 2023 has prompted substantial infrastructure development and raised awareness of world-class facilities management practices. Moreover, Qatar's commitment to sustainable development and its pursuit of an enhanced quality of life have driven demand for advanced facility management solutions. Saadeh says: “Qatar's facilities management market draws contributions from various industries, with real estate, hospitality, healthcare, and commercial sectors being signifi cant contributors. The upsurge in commercial and residential projects, coupled with the expansion of world-class healthcare and hospitality facilities, underscores the necessity for comprehensive and integrated facility management services.” Darwish Interserve Facility Management has witnessed growth in both commercial and real estate sectors since its inception in 2010. “We are well-prepared to accommodate the anticipated expansion, especially considering Qatar's active promotion of tourism.” Facilities management companies in Qatar are currently navigating through dynamic trends and challenges. The proliferation of smart building technologies, data- driven decision-making, and a heightened emphasis on sustainability are reshaping service delivery. Nonetheless, challenges such as talent acquisition, adherence to September 2023 33www.fm-middleeast.com QATAR FOCUS stringent regulations, and maintaining high standards amidst rapid growth remain pivotal concerns, Saadeh says. “Over the next fi ve years, we anticipate the facilities management market in Qatar to continue its evolution. The integration of Artifi cial Intelligence (AI) and Internet of Things (IoT) will revolutionise predictive maintenance, enhance energy effi ciency, and elevate customer experiences. Furthermore, the sector will play a vital role in realising Qatar's National Vision 2030 objectives by ensuring seamless operations across diverse industries. At Darwish Interserve Facility Management, we are ahead of the curve in navigating these advancements, exemplifi ed by our utilisation of the CAFM system by FSI Go.” Saadeh says that Qatar's government policies emphasise sustainability, safety, and technological innovation. Regulations such as the Qatar Green Building Council's sustainability standards and the Qatar Fire and Life Safety Code drive facilities management practices towards higher effi ciency and safety standards. Facilities management companies in Qatar off er a diverse range of services, encompassing maintenance, cleaning, security, waste management, and energy optimisation. Notably, the demand is particularly robust for integrated solutions that provide comprehensive support, ensuring uninterrupted operations and enhancing occupant experiences. In alignment with Qatar Vision 2030, sustainability stands as a paramount focus within the country. Consequently, an increasing number of facilities are striving to align with these sustainability goals. Saadeh adds: “Darwish Interserve Facility Management (DIFM) is at the forefront of this initiative, implementing a variety of environmentally friendly practices in our projects. To address these evolving demands, DIFM has incorporated environmentally friendly cleaning agents across our projects. We have also integrated water-saving technologies, such as low-fl ow Qatar's facilities management market distinguishes itself from neighbouring countries through its strategic focus on sustainable development, advanced technologies, and infrastructure enhancement Mohamed Saadeh, General Manager, Darwish Interserve Facility Management faucets and sensor-triggered dispensers, to promote water conservation. Additionally, our commitment to energy effi ciency is evident through the utilisation of cleaning equipment and appliances featuring HEPA fi lters and LED lighting. Through our proactive approach to sustainable practices, DIFM remains dedicated to not only meeting the high-demand services of the facilities management sector in Qatar but also aligning with the nation's visionary goals for the future.” Local facilities management companies, including Darwish Interserve, distinguish themselves through their in- depth understanding of local regulations, culture, and market dynamics. “Our unwavering commitment to quality, coupled with innovative technologies, enables us to eff ectively compete with international players.” Saadeh concludes: “Qatar's facilities management market distinguishes itself from neighbouring countries through its strategic focus on sustainable development, advanced technologies, and infrastructure enhancement. The nation's dedication to creating world-class facilities further solidifi es its leadership position in the regional Middle East market.” 34 September 2023www.fm-middleeast.com COP28 With COP28 approaching, Stuart Fleming, Co-Founder and Managing Partner, Enviroserve, talks about the fi rm’s pursuit of a circular economy SERVING THE ENVIRONMENT The 28th Conference of the Parties (COP28), which will be held from 30 November until 12 December 2023, at the Expo City, Dubai, stands as a pivotal moment for nations, organisations, and industries to come together and chart a course towards a more sustainable future. Against this backdrop, innovative companies are proactively aligning their roles with the goals of COP28. Among these forward-looking enterprises, a certain facilities management fi rm is taking centre stage by embracing eco-conscious practices and solutions. By intertwining its operations with the climate-conscious agenda of COP28, UAE-based Enviroserve is poised to drive meaningful change while demonstrating the power of sustainability in action. In alignment with its duty to develop solutions and regulations to combat climate change, enhance air quality, and safeguard the environment, the UAE Ministry of Climate Change and Environment issued a decree that pertains to regulating the use and distribution of hydrofl uorocarbons (HFCs) in the country, aiming to control their circulation and prevent their emission into the atmosphere. This decree is established within the context of the Year of Sustainability, aligning with the UAE’s preparations to host COP28. HFCs, often referred to as refrigerant gases, are classifi ed among greenhouse gases that intensify global warming and aff ect the ozone layer. And so, this decree is a signifi cant step in the UAE's endeavour to uphold its obligations towards climate change mitigation and curbing harmful emissions. For 18 years, Enviroserve has been helping the UAE by carrying out the recovery and reclaim of refrigerant gases, namely Ozone Depleting Substances (ODS) and gases with high Global Warming Potential (GWP). It provides the necessary tools and equipment to ensure its client’s governance and sustainability goals are met. Additionally, recovery and reclaim can save clients up to 50% off their costs on purchase of fresh, ARI700 standard refrigerant. Enviroserve has a state-of-the-art facility called The Recycling Hub, where the refrigerant is received and the reclaim to the AHRI Standard 700-2016 takes place with dedicated machines that cater to all range of refrigerants. Documentation for receipt, recovery, reclaim and a certifi cate of reclaim is available outlining carbon neutrality eff orts, to ensure Enviroserve's clients’ business is compliant with the recent regulations. Stuart Fleming, Co-Founder and Managing Partner at Enviroserve, says: “Just 15 minutes aways from the Expo City, the home to COP28, our innovative solutions in recycling and sustainable resource management are open to be seen and witnessed. We off er the COP28 committee delegates to ‘come see and witness sustainability in the UAE’ at The Recycling Hub by Enviroserve.” Stuart Fleming, Co-Founder and Managing Partner, EnviroserveSeptember 2023 35www.fm-middleeast.com COP28 Fleming says: “Enviroserve’s modern gas recovery and reclaiming services can now take your used gas, clean it to new standards and replace it at less than half the cost of new gas.” Being the largest refrigerant gas reclaiming facility in the UAE, Enviroserve has the best-equipped in-house testing laboratory to analyse gases for moisture content, acidity, and particulates. Its certifi ed experts collect the contaminated gas from the equipment, analyse and re-process it through various stages of distillation, cleaning, and drying that meet the AHRI Standard 700-2016 for refrigerants. Enviroserve is also well known for being the pioneer and leader in the provision of e-waste (electrical and electronic waste) recycling solutions. Fleming says: “Recognising the ever- growing crisis on the world’s resources, in 2004, Enviroserve ventured on a pioneering mission to turn the challenge of e-waste into an opportunity. Nineteen years later, our 400,000 square feet processing facility with ‘zero to air, zero to land’ capability, stands as a beacon of progress in UAE’s mission of sustainability, functioning as an innovative and crucial game-changer in the pursuit of a circular economy, operating in an era where we recover, recycle, and reintroduce valuable materials back into our economic cycle.” Enviroserve’s The Recycling Hub in Dubai Industrial City, is the largest integrated electronic and specialised waste processing facility globally and the only fully equipped e-waste processing facility in the MEA. With a capacity to process over 120,000 tonnes of total integrated waste annually, the facility sets a benchmark for e-waste management and environmental sustainability. The process starts with the sorting of e-waste, which is then transferred to shredders for destruction, followed by screens, sifters, induction sorter, eddy current separator, air jig, optical sensor- based sorter for segregation of destructed material to output commodities (eg., iron, plastic, aluminium, precious metal mix, PCB fragments). Some incompatible material/items are removed as part of the pre-sorting process and sent directly to specialised treatment facilities. Fleming adds: “Our mechanical separation process is chemical free with industrial fi ltration, allowing for a 98% recovery rate, meaning that we’re keeping up to 38,000,000kg out of landfi ll each year. “Additionally, 99% of electronics we use today contain data. When handling assets or anything that contain data, it is critical to establish a clear chain of custody and ensure the safety and security of the material.” Fleming further explains the term specialised waste. He says: “Specialised waste was a term coined by Enviroserve in 2008. It refers to products that require particular handling and treatment due to their unique or hazardous nature. Our facility is equipped with state-of-the-art technology to safely and responsibly manage these materials. We understand the potential environmental impact if such waste is mishandled, and so we prioritise eco-friendly practices, adhering to local and international regulations. “At Enviroserve all the commodities recycled out of electronic devices go to benefi cial reuse and nothing ends up in landfi lls. All commodities are re-entered into the circular economy as new products, which is a ‘win-win’ for everyone. As a result of our dedication to innovation and collaboration, we have developed eff ective solutions to the challenges e-waste presents. Even for the safe recycling of lithium-ion batteries, which is one of the biggest challenges, we have developed effi cient solutions.” In the future, Fleming predicts that by 2050, e-waste could potentially surge to twice its current volume, approximating 111 At Enviroserve, we stand unwavering in our commitment to lead the global movement and drive transformative change at COP28 and beyond million tonnes annually. He adds: “The real narrative lies in how businesses, regulatory frameworks, and consumers respond. A preferable route would be the ‘proactive approach’, where industry stakeholders champion sustainability in both production and consumption. Producers can spearhead this change by introducing inventive business strategies that emphasise the longevity and recyclability of electronics. By embracing a more circular operational model, the industry can mitigate e-waste’s adverse eff ects, even with the predicted surge in electronic utilisation, and truly curb e-waste generation.” Talking about how Enviroserve sees its role in contributing to global climate goals, especially in light of the upcoming COP28 conference, Staurt says: “We are excited to introduce ‘The Circular Hub’ by Enviroserve, where we are actively forging partnerships with governments, private sector, leaders, and institutions to collaborate and share best practices in the ESG/CSR arena as we march towards COP28. The platform will be a ‘Coalition of the Willing’, which will centre on having actionable plans that can drive systemic change across sectors and aim to explore partnership opportunities that can leverage collective expertise and resources for maximum impact. At Enviroserve, we stand unwavering in our commitment to lead the global movement and drive transformative change at COP28 and beyond.” Refrigerant gas cleaning 36 September 2023www.fm-middleeast.com CLEANING IN FM Dr. Hassam Chaudhry, Associate Professor at Heriot-Watt University Dubai, on navigating complex facades with precision through high- access cleaning GETTING ACCESS In the last decade, the UAE has witnessed a surge in the construction of tall buildings, propelled by swift urban development and economic prosperity. Following the completion of the world's tallest building, Burj Khalifa, in 2010, several other towering structures have emerged on the skyline in the subsequent years. The trend is set to continue, with new projects already in progress. Dubai, known for its remarkable skyscrapers, boasts two of the world's tallest residential buildings within its boundaries. Among them are Princess Tower, soaring at 413.7 meters, and 23 Marina, reaching a height of 392.8 meters, both situated in Dubai Marina. Moreover, Abu Dhabi also houses one of the globe's tallest residential buildings - the Burj Mohamed bin Rashid, an impressive structure standing tall at 381 meters. A well-maintained exterior façade exudes professionalism and instils confi dence in clients and customers. The appearance of any building speaks volumes about its owners and tenants. Maintaining high-rise commercial buildings and skyscrapers involves keeping the exteriors clean and well-maintained. High-access cleaning plays a crucial role in this aspect, ensuring that the façade of these buildings remains in pristine condition. High-access cleaning ensures that windows, facades, and signage are free from dirt, grime, and debris. It helps maintain a clean and inviting appearance, which can positively impact the reputation of businesses operating within the building. Furthermore, regular high-access cleaning contributes to the September 2023 37www.fm-middleeast.com CLEANING IN FM longevity of the exterior materials. Dust, pollutants, and environmental contaminants can accumulate over time and lead to the degradation of surfaces, such as glass, metal, and concrete. Building owners can prevent premature deterioration and avoid expensive repairs or replacements in the future by implementing cleaning routines. For buildings located in urban areas, pollution from traffi c and nearby industries can leave unsightly residues on surfaces. High-access cleaning can eff ectively remove these pollutants, improving air quality around the building and creating a healthier environment for occupants and visitors. High-access cleaning is not limited to ground-level windows; it also includes cleaning hard-to-reach areas like upper-story windows, atriums, and skylights. These areas are susceptible to gathering dirt and grime over time, making them challenging to clean without the specialised equipment and expertise of cleaning professionals. Furthermore, comprehensive cleaning services can signifi cantly impact a building's energy effi ciency. Keeping windows and surfaces clean allows for maximised natural light to enter the space, which in turn reduces the need for artifi cial lighting during the day. Consequently, this leads to decreased energy consumption, resulting in cost savings and promoting an eco-friendly approach to building operations. High-access cleaning in extreme weather conditions, such as the scorching summers in the UAE, presents unique challenges and requires specialised considerations. The high temperatures, intense sunlight, and dry climate can signifi cantly impact both the cleaning process and the safety of workers. During the summer months in the UAE, temperatures can soar well above 40°C with high humidity levels, making outdoor work physically challenging and potentially hazardous. The intense sunlight can create glare and visibility issues, making it diffi cult for workers to identify soiled areas or potential hazards. High- access cleaning companies must prioritise the health and safety of their employees by implementing strict heat stress protocols. These must include providing regular breaks in shaded areas, supplying ample water, and continuously monitoring workers for signs of heat-related illnesses. The cleaning companies must schedule their operations during the cooler parts of the day and utilise specialised equipment with anti-glare features to mitigate these challenges related to glare and visibility. Safety measures in high-access cleaning are of utmost importance due to the elevated and potentially hazardous nature of the work. For instance, in UAE, the Abu Dhabi Occupational Safety and Health System Framework (OSHAD SF) is an initiative developed with the aim of addressing and controlling all risks arising from various activities and managing all aspects related to occupational health and safety at workplaces, including control of risk and incidents reduction. Since, high- access cleaning involves cleaning and maintaining areas at signifi cant heights, such as skyscrapers, tall buildings, bridges, and other structures, strict safety protocols and specialised equipment must be employed to ensure the safety of workers and the public. Before commencing any high-access cleaning operation, a thorough risk assessment must be conducted. This assessment can evaluate potential hazards, such as unstable surfaces, electrical lines, and adverse weather conditions, and helps in developing appropriate risk management strategies. Moreover, regular inspections and adherence to safety protocols ensure that accidents are prevented and that the public is safe from falling debris or accidents during the cleaning process. Comprehensive training including best practices, safety procedures, and the proper use of equipment must be provided to high-access cleaning professionals. This training can signifi cantly help them develop Safety measures in high-access cleaning are of utmost importance due to the elevated and potentially hazardous nature of the work Dr. Hassam Chaudhry, Associate Professor at Heriot-Watt University Dubai the necessary skills and knowledge to work safely at heights. High-access cleaning is a vital aspect of maintaining high-rise buildings. Building owners and facility managers should recognise the signifi cance of regular high- access cleaning and invest in professional services to reap the numerous benefi ts it off ers. Dedicated training programs can equip aspiring cleaners with the necessary knowledge and practical skills to work safely and effi ciently at elevated heights. They can learn about safety protocols, proper use of equipment, and techniques for tackling challenging cleaning tasks. Skilling education ensures that high-access cleaning professionals are well-prepared to handle the unique demands of their job, contributing to a safer and more eff ective cleaning process while maintaining the appearance and integrity of tall structures and buildings. A well-maintained exterior refl ects a business's commitment to excellence and can positively infl uence its success in today's competitive market. 38 September 2023www.fm-middleeast.com CLEANING IN FM By Nitesh Agarwal, Regional Head - Middle East, Urban Company How on-demand clean tech can disrupt the FM industry CLEAN TECH In the past ten years, our way of life has undergone signifi cant changes due to the rise of mobile app services and the impact of the pandemic. We've transitioned from a traditional model of 'hire-receive-pay' to a new era of 'tap-receive-pay-rate,' where instant gratifi cation is paramount for consumers. This trend was ignited by service apps for essentials like food, groceries, medication, and transportation, setting the stage for a wave of new services. This wave has grown to encompass various aspects of urban life, such as home cleaning, handyman services and facilities maintenance, all accessible through digital platforms. A notable shift has occurred in the Middle East, particularly in the UAE, where people now frequently utilise apps to hire domestic assistance. Our recent study indicates that 50% of users opt for app- based home cleaning services. The rapid booking process, seamless payments, and the ability to rate service professionals have made this approach indispensable for those leading busy lives. Furthermore, this industry holds substantial potential, as evidenced by the global online on-demand home services market surpassing $3.4 billion in value in 2021, according to Data Bridge Market CUSTOMER EXPERIENCE IN ON- DEMAND MARKETPLACE In the post-pandemic landscape, it's primarily millennials and Gen Z who have grown up in a mobile-native world of instant feedback, especially as they tend to make repeat orders. These consumers, driven by the desire for immediate satisfaction, don’t like to search for new service providers. A substantial 65% of consumers are known to sever ties with brands due to unsatisfactory service experiences. Given this emphasis on reliability, numerous service providers are embracing data- intensive decision-making. By tapping into the wealth of information shared by customers through apps, entities like Urban Company can enhance their off erings. Data enables a nuanced understanding of essential and desirable customer demands, empowering the app to predict purchasing patterns. Additionally, it facilitates the identifi cation of areas for improvement, aiding in the training of staff to deliver higher service quality. We leverage the extensive data gathered from their app to elevate the skills and service excellence of their professionals. We were also pioneers in integrating training and development components into our operational framework to take Nitesh Agarwal, Regional Head ME, Urban Company Research. Projections suggest this fi gure could double by 2029. In the UAE alone, the sector is experiencing remarkable growth, with a CAGR of 9.7% from 2021 to 2026. On-demand marketplaces such as Urban Company are disrupting the facilities management industry not just at a home level but for developments as well. Services like building sanitisation and pest control or high-access cleaning can be booked with a few simple clicks on a smartphone, and trained professionals will be able to complete the job with no hassle.September 2023 39www.fm-middleeast.com CLEANING IN FM customer feedback seriously. The reviews are shared anonymously with professionals and repeated infractions lead to customised retraining. As the hybrid work model gains traction, superseding conventional work setups worldwide, the existing workforce is eagerly embracing this shift. This dynamic points to an ongoing surge in demand for data-driven home services contractors, equipped to proactively address customer concerns and enhance overall off erings and experiences. One approach involves integrating contractor training directly into our business operations - something that many providers incorporated during the pandemic. This fi ve-step method encompasses assessing interested parties, imparting both technical and interpersonal skills, practical demonstrations of acquired profi ciencies, a comprehensive fi nal assessment, and ongoing customised retraining based on customer feedback once they're actively engaged on these platforms. Embracing this methodology represents the industry's path forward, safeguarding customer loyalty and fostering organic word-of-mouth promotion. This segues into the importance of UX that extends beyond customers to include the professionals performing the cleaning services. While businesses often focus Services like building sanitisation and pest control or high-access cleaning can be booked with a few simple clicks on a smartphone, and trained professionals will be able to complete the job with no hassle and completion of tasks more eff ective. Professionals are equipped with detailed instructions and customer, product and hygiene checklists that enhance their ability to exceed expectations. The relationship between customer satisfaction and professional experience is heightened, particularly in sensitive services like cleaning, where trust in the professional is essential. MAINTAINING SAFETY STANDARDS One of the most common customer concerns in an on-demand services company is hygiene. Our cleantech extends to this space as well and involves a multifaceted approach to ensure the safety and well-being of both service professionals and customers. To achieve this, our service professionals receive training on proper hygiene practices, including eff ective handwashing techniques, the appropriate use of personal protective equipment (PPE) such as masks and gloves, and the importance of maintaining respiratory hygiene. Clear guidelines and protocols are established for maintaining hygiene during service delivery including sanitising equipment, maintaining safe distances, and proper waste disposal. We conduct regular audits and training to ensure the consistent implementation of hygiene protocols to establish a culture of hygiene, safeguarding the health of everyone involved in the service ecosystem. HOLISTIC APPROACH IS KEY For online on-demand service providers, innovating to improve the user experience for workers to upskill and access more opportunities is a sure-shot way to gain market share from the offl ine world. In an era where half of the global workforce is projected to upskill by 2025 (The World Economic Forum), the holistic user experience, spanning customers and service professionals, determines a company's success. To take advantage of not just home cleaning but more extensive scale activities such as high-access cleaning as well, on-demand home service providers in our region must stand prepared to meet this demand head-on. on enhancing the customer experience of their software and mobile apps, there's a growing recognition that the quality of the user experience for service providers is equally crucial to success. UX FOR CLEANING PROFESSIONALS As they are also users of the same interface, practical training becomes vital to maximise the benefi ts of technology. The app serves as the primary connection between Urban Company's partners and customers. When companies treat their professionals as partners and empower them to leverage insights from technology solutions, they are more likely to deliver superior customer care. We exemplify this approach through a comprehensive four-stage training program that encompasses customer expectations, time management, communication, skill- based training, and app usage. According to a 2021 global study by Gartner, 60% of workers are occasionally or frequently frustrated by new software and 40% say they resist using applications after a negative experience by using minimal features, avoiding or delaying use. After a positive experience with an application, however, 41% spent more time delving further into its features. Thorough training on the partner application helps them understand customer expectations, manage bookings, check reviews, and access support. This "tech-savviness" enables professionals to complete more jobs effi ciently, reducing travel time and allowing for necessary breaks. A dummy application and interactive training centre facilitate hands-on learning. The software's effi cient use directly impacts income for service professionals, making scheduling Next >