American International Group – AIG

American International Group – AIG

Overview: American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions.

Incentive QAS currently supply services to AIG’S offices located in London, Croydon, Shoreham on Sea, Birmingham, Manchester and Glasgow.

Scenario: AIG were experiencing issues with their previous service provider due to a lack of consistency and support from local management coupled with poor communication. Due to this lack of management support cleaning standards had declined, staff morale was affected, staff were not paid correctly and the cleaning hours were not being utilised to optimum effect. Management information was not available and faulty equipment was not being repaired or replaced. This led to AIG initiating a competitive tender process which saw six companies bidding for the contract.

Solution: AIG required a service partner who could commit to providing a consistent, single point of contact for the overall portfolio in addition to local management attending site on a regular basis. Cleaning hours were scheduled more effectively which increased morale and improved standards, a PPM schedule was put in place which is reviewed and updated on a monthly basis.
During the course of the contract so farIncentive QAS have: Implemented monthly contract review meetings, Implemented qaurterly reviews with senior management, Developed bespoke management information, Increased management support to each site Increased cleaning standards across the portfolio Reduced staff turnover Increased recycling rates Audit results average 91% across the portfolio

The Contract • Commenced service delivery August 1st 2018 for 3 years • Contract Value £900,000 • No. of Employees 60 • Cleaning, Periodic Cleaning, Washroom Hygiene, Waste Management, Window Cleaning, Grounds Maintenance, Internal Planting, Pest Control

Next Steps: In terms of continual improvements and future objectives Incentive QAS will continue to work in partnership with AIG in order to improve recycling rates further by introducing new waste streams, supporting our client with segregation of waste, educating their staff on the importance of recycling and what they can do to help. This has become a focus point for our client and in the spirit of partnership our onsite Supervisor has felt empowered and motivated enough to become a waste champion for the London sites.

We are also utiising our longstanding partnership with our consumables supplier in order to introduce innovation and reduce consumables costs whilst also reducing the impact upon the environment.

Incentive QAS are proud to say we have become trusted advisors to AIG and have built a strong working relationship. Our vision is to have clients who love working with us and staff who love working for us, it is this vision which has empowered our staff at AIG and helped us to provide a best in class service to our client.

About the Author