Challenge
Babcock – a leading provider of critical engineering services within the Defence sector – wanted to consolidate its soft service capabilities in-house. The primary objectives were to increase operational efficiency, support business growth, and fulfil obligations as an accredited supplier to the Ministry of Defence (MoD).
The client wanted a trusted facilities management (FM) supplier to maintain its primary site, Devenport. This involved full soft service integration, including landscaping and grounds maintenance, cleaning, pest control, and hygiene.
Babcock also needed its supplier to provide a vetting system capable of fulfilling its requirements as an MoD partner, such as Baseline Personnel Security Standard (BPSS) background checks.
ABM was tasked with delivering a soft services operation tailored to Babcock’s strategic and operational needs. Similarly, this operation would provide a framework with which to create efficient, productive, and streamlined service operations for Babcock’s other sites nationwide.
Babcock's soft services, from cleaning services to landscape, are now fully delivered by ABM as a preferred partner
Solution
ABM and Babcock worked to create a mobilisation plan to guide service implementation. This would outline operational objectives, identify opportunities for efficiency gains, and establish target KPIs. Babcock wanted a single, trusted supplier to maintain their soft service capabilities. Not only for Devenport, but also for other sites nationwide moving forward. Therefore, ABM worked to create a service delivery framework tailored to Babcock’s operational requirements.
The client identified staff retention as an immediate priority. However, during the TUPE process, ABM discovered approximately fifty staff members that hadn’t been accounted for from a previous contract.
To avoid unnecessary external recourse, ABM worked with Babcock to resolve the issue and find a long-term solution. An additional 350 hours’ worth of labour (outside of the contract) was redistributed across the site, and no staff member was made redundant.
The client was able to avoid additional costs and potential legal action from external third parties. While ABM incurred additional short-term costs, this new arrangement increased the productivity of the operation and demonstrated the FM supplier’s commitment to the client's success.
Moreover, as part of the wider service-level agreement (SLA), ABM identified the core advantages and disadvantages within Babcock’s operation. Preferred specialist subcontractors would also be retained as part of the soft service integration.
To support and accelerate staff integration, the operational staff were enrolled into ABM’s business support systems. Such as personal performance management portals, extensive vetting workflows, and task management reporting.
This also included Element, a tool to create digital documentation. Given the complexity of the site, including a full range of soft services, documentation is essential. The client needed a streamlined method of reporting that could support standard reporting and customised audits. Element was introduced to the on-site teams as a result.
The client now receives regular reports detailing essential operational task completion and greater strategic visibility. Similarly, this has significantly reduced paper usage and waste.
Vetting was particularly crucial for the client's relationship with the MoD. Due to the client’s work in Defence, stringent BPSS background checks are required for every staff member to ensure that all staff are compliant with essential Defence regulations.
Furthermore, ABM implemented output-based service delivery across the site. This ensures that labour hours are allocated according to contractual obligation (such as hours spent in a particular area), rather than cleaning based on observation. This ensures that all areas on-site receive a specific amount of labour hours.
To support service optimisation and delivery, ABM and Babcock conducted regular review sessions and forums to discuss objectives. Client-supplier communication was key for Babcock, so that they could retain greater strategic visibility and offer insights.
These regular forum meetings also offer staff a chance to voice their professional opinions. This way, management teams are made aware of any operational challenges or new opportunities for productivity.
In collaboration with ABM, Babcock’s soft services operation is integrated under one supplier, the frontline staff are increasingly motivated, efficient, and productive.
Moreover, the client has far more effective modes of communication, both with ABM and on-site management.
Crucially, Babcock’s relationship with the MoD continues to grow as ABM’s efficient vetting systems provide essential support. Now that vetted operational staff can be hired and deployed as needed, Babcock can focus on their obligations within the Defence industry.
Benefits
- Increased operational efficiency: Babcock experienced a significant increase in staff productivity when ABM switched to an output-based task management system. Labour hours are allocated efficiently and tracked more closely, raising the average level of cleanliness throughout the site.
- Full soft service integration: Babcock’s soft services have been integrated under ABM. The defence contractor is no longer reliant on a network of disparate single-service contractors to maintain its Devenport facility.
- Framework for future site mobilisation: Babcock now has the foundation of a service implementation framework for other sites, which ABM continue to develop for future mobilisation plans.
- Operational staff retained: Babcock was able to retain operational staff from the previous contract via TUPE (Transfer of Undertakings, Protection of Employment). ABM immediately helped Babcock to address this process and prevent redundancy.
- Additional management support: ABM’s management team continue to oversee the soft services operation for Babcock, alongside on-site management, providing expert support and a first point of contact for the client.
- Efficient vetting system: Babcock has access to an efficient vetting system that all staff undergo, thereby ensuring compliance with the Ministry of Defence accreditation requirements.
- Highly successful mobilisation plan: The mobilisation plan for Devenport was a notable success in implementing services. ABM was able to consolidate formerly fragmented services and specialist subcontractors into an integrated operation. All with minimal disruption to Babcock’s business operations.
- Support system integration: Babcock’s Devenport operation is now supported with ABM’s enterprise systems, including payroll, vetting, task management, and digital auditing.
- Increased digitisation: Babcock has been able to reduce its paper consumption with digital management systems, which increased organisational efficiency and significantly reduced site waste.
- Effective management support: Babcock’s soft service operation has increasingly effective management support at the national and regional level, as well as local. Similarly, staff now understand the value they bring as part of a larger national team.
