The Sage campus in Newcastle has an employee population in excess of 3,000 personnel and covers a wide ranging estate, complete with canteen, gym, a green room, multiple office spaces and even a museum. Through a competitive tender process in 2015, Andron were awarded the soft-services contract based on the self-delivery model proposed, value generation proposal and road map for the continued evolution of services.
Across the campus we deliver cleaning, hygiene, security, concierge and reception, portering, mail room, help desk and grounds maintenance services within an integrated delivery model, 24 hours per day, 7 days a week, underpinned by best-practice methodology that has driven significant improvements in service standards, as evidenced by an increased SLA score and employee satisfaction survey.
Service transition was founded on a one-team approach, ensuring that each service discipline understood the individual needs and challenges of the others and identifying where operational synergies exist. Refreshed branding was introduced, communication was enhanced and and the visibility of the on-site FM team built confidence and trust.
Occupant satisfaction has significantly increased through the integration of resource, improvement in cleaning standards, enhanced security risk mitigation capabilities, increased recycling rates and enhanced building community involvement.
The efficiencies achieved within our service integration programme have delivered a cost saving through operational efficiencies, allowing us to introduce National Living Wage pay rates that in conjunction with our benefits package, reward and recognition programmes and individual development plans has driven staff turnover to below 3%, ensuring we retain and build upon site specific knowledge and understanding and the delivery of service excellence.