Incentive QAS commenced our 4th cleaning services contract with one of CBRE’s premier properties when we were awarded a three-year contract to provide a range of dedicated cleaning services at The Cube in Birmingham. This new deal will further strengthen the existing relationship between the two companies and assist us in growing our cleaning offer in to the Midlands.
The iconic building is a mixed-use, 25-storey development in the centre of the city. It contains 244 apartments, 111,500 square feet of office space, shops, a hotel, a restaurant on the 25th floor and a gym in the basement. Incentive QAS will deliver a range of services including communal area cleaning, washroom services, consumable supply and pest control.
During the site visit and tender stage, it was very clear that the was several key areas that needing improving at The Cube. Incentive QAS prides ourselves on identifying the clients site needs, then proactivity work with the site teams to drive standards and service to be best in class. By identifying these needs at an early stage, we were able to deliver a proposal that was bespoke to The Cube allowing Incentive QAS to provide a solution for the areas on site. In addition, it allows our management teams to prepare for the transition of the contract on award as they are aware of the objectives and expectations set at The Cube. Two areas of focus in the Incentive QAS proposal to The Cube were:
- Contract Management
- Innovation through technology
To maintain a high level of cleanliness, a dedicated site manager was proposed to lead the team of five full-time operatives over a seven day a week operation. We felt that necessary to have a full-time contract manager trained in IOSH managing safety and World Host to ensure the contract is operated safely but also one that excels in customer service given the split purpose of building – residential, commercial and retail.
In addition to the site based contract manager, Incentive QAS gave an assurance in the proposal that an Operations Manager would be providing weekly visits to guarantee the operation runs efficiently. This we believe is a major Incentive QAS differentiator in that it provides a level of support to our people and our clients which is far in excess of that offered by the majority of our competitors thus this being one of main reason of the award of The Cube contract to Incentive QAS and a previous failing of the outgoing contractor.
The proposal to The Cube included Incentive QAS’ innovative LEVIY contract management system, which has been developed to provide centralised helpdesk data and collate cleaning audit scores. The platform incorporates a user-friendly dashboard that allows the team to analyse performance trends, whilst delivering in-depth reports. The system is fully customised to fit The Cube’s exact requirements and provides Incentive QAS with a complete overview of the whole operation, leading to huge efficiency gains.
The LEVIY system at The Cube has been supported by Live NFC tagging for all refuse areas throughout the residential floors and the main loading bay. This will allow Incentive QAS to report back to the CBRE management team the amounts of bins removed per shift, record waste streams and any damages to the waste areas through photo uploading to help identify which tenants that require re-educating in recycling, which in turn will improve recycling rates and reduce waste to landfill.
By introducing LEVIY and NFC tagging at The Cube it has enabled Incentive QAS to work closely with the CBRE management team as trusted advisors on the waste contract allowing the management team to provide detailed and quantifiable information on the amount of waste collections that are being made on the residential floors. The success of the mobilisation and initial months along with the successful implementation of our LEVIY system at The Cube is demonstrated through the award of the waste contract from the 1st January 2018.
Doug Wattleworth, Senior Building Manager at CBRE, said: “We have been thoroughly impressed with the quality of Incentive QAS’ service delivery at our other sites, as well as the company’s ability to provide a tailored and efficient operation using state-of-the-art technology. We are confident that Incentive QAS will deliver an exceptional service that will benefit residents, tenants and visitors to The Cube.”
Despite a change in ownership which resulted in a change of managing agent from CBRE to ESH, Incentive QAS have been awarded The Cube contract for a further three years demonstrating the clients belief in our abilities and the trust partnership which has developed during the course of the contract so far.
As part of this contract extension Incentive QAS were awarded the window cleaning contract for a three year period.
The external window cleaning and cladding cleaning team originally consisted of a three man static team, however, Inentive QAS observed a large amount of downtime. When taking on the contract we revised this and implemented one full time employee to carray out low level window cleaning and the retail window cleaning. This has increased productivity and provided substantial cost savings.
The contract also includes:
• Cleaning of the twenty-five floor atrium via abseil on a quarterly basis. • Internal canopy cleaning via MEWP