The design and delivery innovations described in this paper are not simply creative ways of reducing workforce numbers. As one expert said:
"The truth is, there aren't enough people to do these jobs and demand is always growing, so these innovations just allow a better level of response to those demands, and to public and political expectations, which just get higher and higher."
Another commented that 'technology doesn't replace staff, it just makes up for deficiencies'. In other words, innovations like these are a route to better service delivery at a better price. At the same time, there are often new development opportunities for staff:
"Staff are encouraged to work towards professional qualifications such as BICS cleaning qualifications+, and to take pride in the work that they do."
"When we're involved from the beginning, we plan ahead using generic working, which gives you flexibility, because you can have the same staff doing a range of roles and cross fertilisation between different areas. There are professional incentives in that a variety of roles encourages staff."
Those interviewed said that when soft services such as cleaning and catering are contracted, there is a tendency for greater emphasis to be placed on customer service. The services are valued more highly, because they are the service provider's core focus:
"In the NHS, clinical services are always valued more highly than FM services. So, if money is tight, then money will often be taken away from the FM budget. The private sector doesn't do that. The money that's allocated to the FM services stays with those services, and it's with them for the life of the contract. The contracting process raises the profile of services like cleaning and domestic services - it gives them a higher value. There is a professionalisation of the services."
In many sectors, it is over a decade since soft services such as cleaning and catering were first contracted out. Most efficiencies from cost-cutting have already been extracted, so to generate new efficiencies, as well as the service improvements necessary to meet increasing customer demands and rising service expectations, requires more fundamental innovations, in design, technology, workforce management and service delivery. Contracting for a solution that combines design/construction, and a full range of services makes it easier to achieve this, and to manage potential risks.
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+ British Institute of Cleaning Sciences.