This chapter discusses an approach to dealing with additional or unfamiliar services that extend the scope of facility management and which might require a closer working relationship than is normally the case.
Partnering can succeed so long as there is a competitive element to it – the latter does not invalidate the approach; rather, it improves the prospects for delivering best value.
The following points, among many others, are covered in the chapter.
- Services that are beyond the usual range found in facility management can be justifiably referred to as specialist.
- As a safeguard, and to preserve continuity of business, careful consideration should be given to specialist information and communication technology (ICT) services, not least in regard to data security.
- Security and protection services are closely aligned with the concept of building intelligence and can involve a mix of on-site and off-site support.
- Healthcare services can be an emotive subject, especially in the context of outsourcing, and stems from confusion over the distinction between clinical and non-clinical services – a majority are related to ancillary equipment and information systems and are, therefore, non-clinical.
- Robust service level agreements (SLAs) are necessary, not least when dealing with a service that might be complex and unfamiliar in terms of its expected performance.
- Procuring a service without concern for the ensuing relationship might be to ignore a useful source of expertise and skill – competent service providers and suppliers have much to offer if the conditions are conducive to their being able to offer their expertise and skill.
- Cooperative relationships with service providers can provide greater certainty of provision without being non-competitive or compromising on quality or performance.
- Partnering is the most common form of cooperative relationship for managing service providers and contracts, but it is not an answer for all needs and situations.
- Facility management is an essential part of PPP project proposals for capital projects and a key to their successful outcome.