UNUM

We were asked to assist in providing an overview of the Facilities Management department at UNUM and asked to provide expert recommendations for organisational change with specific consideration to improved and more consistent service levels, efficiencies and cost within the department to deliver long term success within a very clear timeframe with measurable milestones.

A comprehensive report was compiled on behalf of UNUM, the purpose of the report was to outline the current operating model and ways of working, to review all contractors and service partners, and understand their part in the delivery of the facilities operation.

The recommended actions were focussed not only on the customer experience vision, but also the Unum’s values, and demonstrated and reinforced UNUM’s leadership expectations which outlines the accountabilities and behaviours everyone needed to demonstrate in their role.

Working with UNUM we implemented our recommendations for change, which included a contractor streamlining exercise, re-tenders of all soft and hard service contracts and the introduction of a CAFM system to support compliance and performance management going forward.