Background
Litmus was engaged to undertake an in-depth strategic review of the catering, vending, hospitality, cleaning, reception and security services provided across four UK offices (including The Gherkin in London).
Brief
The services at the four sites were being provided by two contractors. Litmus was tasked with reviewing and analysing options for the service delivery and offering at each site, and making recommendations for the most effective way of delivering these services in the future.
Approach
Nigel Forbes, the Litmus Partnership, said: “Our prime focus was to ensure customer needs were being met, that continuous improvement was being demonstrated and that the services represented value for money.
“As part of the review process, we spent time at each of the four sites, to understand how the two contractors were currently delivering the services. We also undertook a consumer satisfaction analysis survey to produce robust quantifiable data allowing the views of stakeholders at all sites to be incorporated into the review outcomes and service specification development for the UK business as a whole. This also enabled us to see specific trends identified at each office location.
“Following the presentation of our review we were appointed to manage the re-tender of services via our online tender management system.”
Outcomes
The outcome of the tender process rationalised the four sites under a group contract provided by a single contractor to ensure consistency across the business. This rationalisation also led to a significant reduction in the client subsidy.
