National Grid has a diverse estate of approximately 645 sites with 1,680 buildings spanning the entire country. Achieving consistency in delivery of FM services is a major challenge.

The Brief 

We embedded our team within the National Grid’s offices, working with key stakeholders and the incumbent service provider to identify opportunities for improving FM service delivery, and then managing and driving the implementation of improvements via the identified workstreams.

Our Response 

We engaged with key stakeholders to identify perceived performance levels, key areas for improvement (workstreams), and objectives. We appointed specialist teams to review processes and procedures, and implement the required changes. Throughout the process we kept stakeholders informed and presented proposals to the management board at key stages for approval.

Key Facts 

  • 50 initial contract queries reduced to 4
  • Training implemented to clarify contract requirements, processes, and associated roles and responsibilities
  • SLAs and KPIs re-focused
  • Positive impact on working relationships achieved

Project Information

Client: National Grid