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Integrated Operational Control

ISS uses mBPM^TM to reduce operational costs and gain end-to-end process control,  by using it to manage and execute business processes, while providing last generation mobile technology to support field operations.

Integrated Service Solutions

ISS is one of the world's largest Facility Service providers, with market presence in Europe, Asia, South America, and Australia, operating in 47 countries. ISS employs more than 350,000 people and has more than 100,000 business-to-business customers.

ISS provides Cleaning, Office Support, Property and Catering Services, integrated into a management solution that exploits the synergy potential, and as a result provides the customer with a better solution at a competitive price.

The Challenge

In the past years ISS Portugal has been growing its business at a very fast pace, organically and by acquiring and integrating several services companies. This rhythm imposes a great challenge to maintain the quality and efficiency of operations, while managing an increasing number of customers and personnel.

The ISS Portugal management team felt that implementing a new Operational Information System, would increase control over the entire operation, providing more accountability over human resource costs, increased consistency between Sales and Operations, improved visibility over each process, and good step towards creating a paperless environment.

ISS challenged TEKEVER with the creation of a solution that would provide these management benefits, and at the same time would be an efficiency tool for each person in the organization. This was indeed a tough challenge, mixing accurate process control over a highly distributed organization, where more than 95% of the personnel is located on the field.

The Solution

The project team included key personnel from ISS Portugal Sales, Operations and Financial Organizations, Senior Consultants from TEKEVER, and had close support from the top management team.

The team designed a solution combining the use of mBPM^TM and a specially tailored biometric wireless device to retrieve field data at customers' facilities. Using mBPM^TM Web and Pocket PC channels, the solution provides support for:

The overall architecture of the solution can be observed in the following figure. The solution provides specific user interaction channels for back-office and field personnel over Web and Mobile environments.

The Return on Investment

The solution provides ISS with a wide range of benefits, including:

• Cost reduction in sales support personnel, through automation of budgeting, proposal & contract generation and management
• Additional free time for the sales team to focus on customers
• Complete sharing of information between sales and operations, yielding a better management of customer expectations
• Streamlined process from commercial to operations, eliminating redundancy and eliminating doubled efforts
• Better resource allocation, because planners have complete and correct knowledge of available resources, and service needs
• Reduced planning cycle and costs, due to system support
• Working towards the creation of a paperless environment
• With a Biometric Device in place, delay times tend to reduce, improving customer satisfaction
• Immediately knowledge of delays or absences occurs, to act accordingly - cutting cost and improving customer satisfaction
• End-to-end process indicators for each particular process, customer, resource, area, service, etc.

mTouch Terminal

Service Detail, Pocket PC Channel