Exceptional Service, Exceptional People

Exceptional FMfor large dispersed accounts

UK Services

Exceptional FM– wherever you are, whatever you needNot all facilities managers want their service requirements delivered by on-site teams. We

find this is particularly true of organisations like retailers, financial services, police forces,

managing agents, health, leisure, commercial portfolios and county councils which often

have many different types of buildings dispersed across large areas.

Norland’s UK Services capability is the ideal solution for clients with multiple, dispersed

sites and who require a high-performing FM service with a small number of resident or

field-based engineers.

We’re fully flexible in that we are able to manage the contract from any client site, or if

they prefer, we will coordinate the entire service out of one of Norland’s regional offices.

Either way, our leading-edge logistics and technology platform gets Norland’s multi-

disciplined engineers to where they need to be – fast.

And the same underlying technology supports our planned preventative maintenance

processes which allow us to work with you proactively in managing your assets on a

usage basis.

We combine the use of web-based applications and geo-spacial mapping to assign jobs

efficiently and track work in real-time. Norland’s field engineers are equipped with the

latest handset technology, providing them with the information they need to cover

everything from planned or reactive maintenance to emergency fabric repairs and

mechanical breakdowns.

Norland is an engineering-led FM provider and one of the fastest-growing facilities

maintenance companies in the UK. We’ve got the pedigree whether it’s HVAC,

refrigeration, mechanical, electrical or building fabric maintenance. But many of our

clients now recognise that the disciplines we employ in the engineering space are useful

in managing energy efficiency projects or ‘soft’ FM like cleaning or landscaping. So we’ll

take care of that for you too.

Norland deliver all mechanical, electrical, PPM and reactive repairs for Scottish Power. A singlemanagement team and helpdesk, based in Norland’sBlantyre office, coordinate the contract and ensureconsistent performance across 72 properties. Theyhandle an average of 1,200 jobs per month.

Controlled from a central helpdesk,

Norland’s fleet of 3,300 directly-employed

engineers provide total coverage

throughout the UK and Ireland and have

the experience and capability to undertake

a wide range of tasks. Motivated, highly

trained engineers reduce the need for

sub-contractors and improve flexibility and

responsiveness across the account.

Norland’s field engineering team is built

around 12 regional hubs from where

resource is allocated and delivered at a

local level. A dedicated account manager

provides each client with a single point of

contact for their entire contract. This

account manager is responsible and

accountable for the performance of the

contract and is supported by a team of

regional managers. Specialists in QHSE,

energy, procurement, HR and business

systems are always on hand.

Nationwide capability– delivered locally

Norland Helpdesk

Handles reactive requests and coordinates PPM against pre-agreed priorities

MicroSoft MapPoint

MapPoint

Data mapping assigns engineersto sites efficiently

Concept Evolution CAFM

The asset register and PPM schedule is uploaded. The CAFM assigns, reports,

and tracks work in real-time

PDAs, smartphones, tablets & mobiles

PPM sent to engineers’ PDA which integratesseamlessly with CAFM and enables orchestration of field-based teams

QHSE

Custom-built, web-based applicationto assist with the creation and

completion of quality, health, safety and environmental audits

Webquote™

Automated online process for clients to request,review, accept, decline quotes for reactive works

NORLAND PERFORMANCE PORTAL

A management information system

which integrates all service

streams into one dashboard

– one responsive, integrated process

E-Logbooks™

Web-enabled central document managementensures statutory compliance and is easy to use

60 sites & 30 clientsManaging agent, Jones Lang LaSalle, is one of the world’s largest real estate and

investment services firms. Norland’s partnership with Jones Lang LaSalle began in 2009

with the award of the Freshney Place Shopping Centre contract and, within a year,

Norland was appointed preferred supplier for the North of England.

Norland now manages M&E, fabrics, projects and energy services for more than 60 sites,

from Shrewsbury in the south to Newcastle in the north. The broad property portfolio

includes shopping centres, commercial buildings and retail parks, as well as iconic

buildings such as Bridgewater Place in Leeds and Barbirolli Square in Manchester.

The Norland difference

As a managing agent, Jones Lang LaSalle instructs Norland on behalf of a wide range of

clients. With over 30 separate clients across their portfolio, Norland has been presented

with a complex set of challenges.

Account Manager, Graeme Smith, explains, “The portfolio is constantly evolving, so our

ability to mobilise new contracts is essential. We have developed unique systems and

procedures to optimise efficiency and ensure consistent service delivery.”

Norland’s passionate team is dedicated to meeting the needs of the customer and

providing consistently high levels of customer service.

• Norland provides Jones Lang LaSalle with value for money, with costs kept to a

minimum through Norland’s in-house and dedicated team of resident and mobile

engineers across electrical, mechanical, energy, AC, HV, combustion, fabric and

handyman disciplines

• Jones Lang LaSalle also benefits from Norland’s procurement expertise; Norland

manages a supply chain of specialist partners to provide a complete service and

consolidates the supplier spend with significant buying power to achieve better

value for our client

• Reducing and managing risk is a key requirement for Jones Lang LaSalle; Norland

has met this need through significant investments in staff training and safe working

practices, and achieving high scores in consultants’ audits

• Jones Lang LaSalle measures Norland’s performance though a suite of SLAs, which

include a 2 hour response time for urgent calls. Norland achieves ‘Green’ KPI scores

for service delivery

• Norland is proud to have developed trusting relationships between the businesses at

all levels, which together with engagement between support functions, creates a

spirit of partnership

Fresh ideas delivercontinuous improvement

• Norland GREEN – Energy reduction

programme at a trial Jones Lang LaSalle site,

lowering energy consumption by over 40%.

• Intelligent BEMS controls – Successful

installations such as Bridgewater Place,

providing Jones Lang LaSalle with remote

control over temperature and savings

throughout the building.

• Innovation events – Including energy

supplier ‘speed-dating’ events and an annual

supply partner event held in London every

Autumn, where new technologies and best

practice are showcased whilst providing

networking opportunities.

• Pricing pledge – Norland listened to

feedback from Jones Lang LaSalle regarding

quotation lead times for extra works and

reengineered procedures so that quotations

can be provided in four days.

• 24 hr working – Introduction of Shift

Engineers to provide out-of-hours service

when properties are unoccupied and provide

same day fixes into the evening.

• Increased Norland self-delivery – Achieved

through training from specialist suppliers.

• ‘Show Site’ manual – Developed to

standardise site presentation and compliance.

• Staff expertise – Development of engineers

and managers to provide skilled and expert

service; three supervisors have completed

ILM3 and three supervisors have been

promoted into management.

• Mobilisation process – Tailored to Jones

Lang LaSalle’s specific requirements.

• Exceptional journey – Investment in training

and development of the 22 TUPE’d staff;

instilling the Norland values and culture, on a

journey from par to exceptional.

Large, complex portfolios

On the beatThis police force, in the North of England, serves a population of around 1.5 million

people and covers an area of 647 square kilometres. Norland’s field engineers provide

technical maintenance services for 97 of their properties which include an HQ, police

stations, training facilities, call centres, custody suites, evidence stores and

communications rooms.

“The client’s focus is on delivering excellent policing inthe communities it serves. Norland’s culture fits well inthat both organisations understand their customer andhave as a goal the provision of a responsive service.Both companies are looking to deliver continuousimprovement and excellent service.”

Tommy Meikle, Managing Director, UK Services, Norland

The life-blood of the nationNHS Blood and Transplant (NHSBT) manages the national voluntary donation system for

blood, tissues, organs and stem cells. It supplies around two million units of blood a year

to hospitals in the two regional contracts managed by Norland in Southern England.

Products are processed, stored and distributed through blood centres while donated

blood is collected from a range of satellite units such as village halls and offices. Precise

environmental conditions must be maintained throughout the process to preserve the

integrity of the life-saving supplies. Norland provide planned and reactive maintenance to

67 sites including 9 main blood centres and satellite units. The national importance of the

work undertaken by NHSBT dictates that Norland’s performance can be audited by the

Medicines & Healthcare products Regulatory Agency which oversees standards for the

manufacture of health products. Consequently Norland has adopted the maintenance

management system used by NHSBT to ensure that information is accessible and

compatible with the client’s reporting system.

“Providing a responsive service over 67 sites is atough assignment, but Norland are more than up tothe job. They provide us with a dedicated service and aguaranteed rapid response.”Wayne Tannahill, Regional Estates & Facilities Manager (Midlands & South West)

NHS Blood and Transplant.

We firmly believe that strong business systems translate into better service and value for

our customers. That’s why we’ve invested in a set of bespoke IT applications. Supported

from a single platform, our use of web-based technology has been developed precisely to

our needs. The platform allows us to integrate and automate our processes and ensure

they remain fully aligned with those of our customers. The end result being a better

service for you.

Our client-facing processes...

Reactive requirements are managed by our 24/7 dedicated helpdesks. Upon receipt of the

call or notification by the CAFM system, the task is prioritised according to what has been

previously agreed with the customer. The workflow management system ensures that the

response is made in a timely manner and within the required SLA. It checks that the task

is manned by a suitably competent engineer located locally.

The service engineer will review any other reactive or planned activities which may need

doing at that site and where possible undertake them in the same visit. Site manager

sign-off takes place via the PDA with the work details sent back to the helpdesk in

real-time and used to close off the system.

...are responsive to reactive works

It’s about processes and being in control. Our sophisticated geo-spacial mapping

application maps our data and identifies relationships which allow us to plan workload

and plan routes efficiently. In turn, we can cut fuel use, control cost and minimise

environmental impact.

Our Computer Aided Facilities Management (CAFM) system is used by our 24/7

helpdesks and operational staff to track the progress and status of work and report on

performance in real-time. Supported by market-leading ‘Concept Evolution’ web-based

technology, our CAFM makes critical operational data available on demand. ‘Concept

Evolution’ works dynamically to manage all site-level PPM schedules on behalf of

the client.

Seamless integration of our mobile handset technology with the CAFM systems means

tasks are issued direct to the local engineer with the most relevant skill set. Once on-site

the engineer is able to update CAFM via their PDA. The client can easily assess

compliance in real-time via a management information portal.

...orchestrate PPM across multiple sites

Complementary servicesNorland is a single source provider and will take care of all of your facilities’ needs.

Call 0844 324 8700 to find out more about each of the following services or visit

www.norlandmanagedservices.co.uk

Norland provides HVAC, mechanical and electrical maintenance, reactive works, extra

works and project works to Wiltshire Council. It successfully retained a recent re-bid

which increased its responsibility from 83 to 267 sites. On average the helpdesk receives

780 calls a year with a SLA of 2 hours.

“Norland have worked with the council for the last13 years in various guises. The present building stockfor the service is for 267 buildings. The scope of theservice includes gas, LPG and oil boilers, expansionvessels and pumps, air conditioning units, seweragepumps and other associated plant controls. I waspleased to announce that Norland were successful intheir bid to continue providing quality servicing toWilshire Council.”

Mike Canepari, Principal Engineer, Wiltshire Council

FABRIC-PLUS: Planned maintenance service which maintains value through a whole life

approach to building fabric

PROJECT SERVICES: Design, construction, installation and commissioning of a wide

variety of projects

ENERGY MATTERS: Energy efficiency and carbon footprint reduction through low

cost/no cost good practice

ICT SUPPORT: Design and project delivery, cable management, white space cabinet

planning, intelligent hands

Long term relationship with Wiltshire Council

SERVICESPROJECT

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ICT

SUPP

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FABRIC-PLUS

SERVICES

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ENER

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SINGLE-SOURCE

SOLUTION

© 2012 Norland Managed Services Ltd. All rights reserved. Information is for guidance only. UKServices001

Norland is a leading provider of hard services-led facilities

management. One of the UK’s fastest-growing FM companies,

Norland manages and enhances the capital assets of national and

global businesses. Since its formation in 1984 Norland has

achieved consistent annual growth, which has been built on

delivering exceptional levels of customer service and by investing

heavily in people and technology.

Norland works from a strategic network of regional offices

throughout the UK, Ireland, Europe and the US.

Consistently strong annual growth means Norland is ranked

highly in the Sunday Times HSBC Top Track 250 league table.

The company is a 2012 CIBSE award winner for Training for

Building Performance.

Norland Managed Services LtdCity Bridge House57 Southwark StreetLondon SE1 1RU

t: 020 7871 9100f: 020 7871 9101e: info@norlandmanagedservices.co.ukw: www.norlandmanagedservices.co.uk

/NorlandMS /company/52690

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