INFORMER ISS EMPLOYEE MAGAZINE AND CEO MESSAGE
NOVEMBER /DECEMBER 2018 Pfizer Victoria IFS Team Inset: Celebrating three regions with PNSW win!
NEW UNIFORM ROLL OUT ACROSS PACIFIC SITES BOND UNIVERSITY GALA DINNER CAFE OPENING AT GINBATA AIRPORT
CELEBRATING THREE REGION WIN WITH PNSW ETHICAL EMPLOYMENT ADVOCATES WITH CAF YEARLY WRAP UPS FROM COMMERCIAL, IT, P&C AND HSE
To keep up with the latest news follow us on social media
INFORMER NOVEMBER/ DECEMBER 2018
INFORMER NOVEMBER/ DECEMBER 2018
A MESSAGE FROM CEO SCOTT DAV I ES
up detailing these achievements on p.10. Safety is also a perpetual priority for ISS, and so far we are looking to finish the year with a 2.8 LTIFR across the business. Brendon Johannes and the safety team are continuing to push a strong safety culture at ISS (see p.12).
As 2018 winds down and we look forward to a break with our family and friends, it is a great time to reflect on what has been a breakthrough year for our Pacific business. We have continued to execute the ISS Way Strategy, developing our sector and key account business model. We have also had some remarkable commercial successes and positive retention outcomes resulting in outstanding growth in revenue. This year has not been without its challenges with margin pressure and retention risk, however our mid-year business restructure and strategy refocus provides an excellent foundation to continue the positive momentum into 2019.
2018 was also a big year for our Operational Excellence division with the Information Technology team, driving an unprecedented number of ‘digital’ technologies into our contracts (such as FMS@ISS to Metro Melbourne employees in our B&I Division). We’ve also seen Kronos well established into our Australian Key Accounts and moving to NZ, as well as MyISS gaining traction as a fantastic tool for our frontline staff to manage pay, rosters and receive news updates relating to ISS. Operational Excellence have some impressive goals for the year ahead, with an increased focus on the end-user experience. See p.11.
2018 was an exceptional year for business growth across the Pacific region, with new contract wins, extensions, retentions and upselling to current customers. We have achieved a remarkable 10% organic growth – well above the 3.2% average organic growth globally. Thank you to our outstanding Commercial and Operations teams who in my view are the best in the business! The major contracts won in 2018 included Victorian Schools, OZ Minerals, Rockhampton Airport, Bay of Plenty Hospital (NZ), Sheffield Resources and a new region with the Property NSW (PNSW) Schools contract – amounting to nearly $100 million in new sales! Adding to this, we secured a major new contract with SA Health, and reported a retention rate of 95.2% with significant key account retentions - MCG, BMA, Eastern Health, Northern Health and Crown Casino.
Some new wins for ISS Pacific in 2018!
2 | CORPORATE NEWS AND MESSAGES
customers are strong promoters of our business. New Zealand also achieved its highest cNPS (+13.33), which is testament to the impact that Paul Archer and his leadership team are having on the business.
Celebrating three regions at the PNSW mobilisation kick off
ISS Pacific’s commercial approach and strategy has set the benchmark for our global business and I congratulate everyone involved in this result. Please read the Commercial wrap-up on p.6 & 7 for a more comprehensive report, as well as more information on our fantastic recent retention and growth story with PNSW - ISS’ largest contract across Australia & New Zealand - on p.4. In our business, we know that positive financial performance is in direct correlation to strong customer and employee engagement. In early 2018, we conducted our annual Customer Experience Survey, ‘smashing’ our previous records to achieve a customer Net Promoter Score (cNPS) of +70 in Australia. This is a world-class result that ranked us 4th in the world out of all other ISS countries, indicating our
More recently the 2018 Our People Survey wrapped up, with over 5,500 Pacific employees letting us know what they thought of working for ISS. While our results were down on last year (+30 eNPS for Australia and +28 eNPS for NZ), it’s important to recognize that these results are still good and indicate that overall, we have a happy, engaged and loyal workforce, which is very important to me and the leadership team. We do need to listen and better understand how we can improve employee engagement and this will be a key aspect of our People Plan in 2019.
Strategically, I believe our business is on the right track heading into 2019. Our sector restructure that took place mid-year provides a more focused alignment to key market segments where we can apply value through concepts, volume and talent. We have a real focus on growing long-term partnerships with strategically selected customers and investing in our Key Accounts with dedicated Account Development Plans. Currently, 80%+ of our revenue comes from our Key Accounts which aligns to the global strategy. One of the 2018 highlights for me was welcoming Group CEO Jeff Gravenhorst to Australia in August, who was impressed with our local application of global tools, concepts and strategy.
Sheffield Resources Mobilisation
3 | CORPORATE NEWS AND MESSAGES
Finally, thank you to each and every one of our 14,000 staff across the Pacific, whose commitment and customer service focus is helping us achieve our Vision of becoming the “World’s Greatest Service Organisation.” It has been a great pleasure meeting many of you in my Town Hall tours across the country which I intend to continue in 2019. Until then, please have a safe and enjoyable Christmas break – see you next year!
In 2019, we have further challenges with large contract mobilisations for SA Health, PNSW and Sheffield Resources, as well as crucial retentions of Key Accounts that will be up for renewal. I also hope to see an increase in company-wide commitment to Regards, the Six Levers Strategy as, while this has been successful in 2018, there is Scott Davies still a huge untapped opportunity for ISS CEO – Australia and New Zealand organic growth in adhoc sales and upselling to existing customers.
Using FMS@ISS at Metro Trains
One of the myriad of ‘people’ initiatives we have to enhance the engagement of our staff is our Learning & Development Program. This year, I am pleased to see ISS staff have embraced these opportunities and undertaken a record number of L&D training courses. In 2018, we’ve had a greater focus on driving purpose-driven leadership and management capabilities, and I encourage you to read the L&D wrap
Each division has been working on their 2019 strategy and key objectives. I look forward to sharing more with you in the new year as we focus on our execution and delivering value at contract level. Next year, I’m also anticipating more positive change in relation to Inclusion & Diversity, with new initiatives and targets launched by the I&D committee in 2019 that have the ambition to make ISS a more balanced, productive and engaging place to work.
INFORMER NOVEMBER/ DECEMBER 2018 COVER STORY: THREE REGIONS WON WITH PNSW! ISS recently announced the exciting news that we have retained and grown our largest contract in the Pacific; with Property NSW (PNSW)! Starting in March 2019, ISS will deliver cleaning services to over 1,300 sites including schools, TAFEs, police stations and government buildings across the state. The new contract iteration was officially announced by the NSW Government on Friday 30th November. Under the new contract, we have retained our current regions of North Coast and South West Sydney and added a new region; Sydney, covering the eastern suburbs from the southern shores of Sydney Harbor down south to Cronulla. The contract which combines the three packages, which will run for a five-year term. ISS CEO Australia and New Zealand, Scott Davies comments:
COVER STORY: ISS GETS NEW THREADS IN 2019! A couple of years ago, ISS Group launched a new global uniform range. The intent was to provide a consistent, professional and recognisable look and brand for our staff across the world. The ISS uniforms and appearance of our colleagues on the frontline are the most exposed part of the ISS brand and forms a key touchpoint with customers. Across the Pacific, ISS is beginning the transition to this new uniform range and deplete old stock, which will impact most divisions. Our Health team have already started ordering from the Global range, with SA Health transitioning to the new polo’s, as they head into the new contract in 2019. Eastern Health in Victoria are also ordering both new polo’s and shirts.
With the new contract commencing in just over 3 months, mobilisation team meetings have already kicked off to ensure readiness for the ‘golive’ date. This is an amazing win for the organisation on the back of a strong proposal from the commercial and operations teams, and excellent performance by the ISS contract team. Congratulations once again!
INFORMER NOVEMBER/ DECEMBER 2018
ISS’ Procurement team will be sending a reminder to the business advising the requirement to transition to the new ISS Global Standard and will work with all divisions to ensure this is as seamless as possible. Celebrating three regions at the PNSW mobilisation kick off
MYISS DIVISIONAL CHANNELS AND NZ LAUNCH The MyISS App is proving a valuable tool across our business for employees to manage information on their personal pay, roster and leave. It is also gaining traction as a News Channel to deliver important information to front-line staff. The Corporate News Channel provides general company news, and alerts all our staff on MyISS when an article has been posted. We also have three new divisional MyISS Channels up and running for Resources, Health and Aviation & Transport. This is an exciting development, where our EGMs and Divisional Leadership Teams are sending messages directly to their teams. Front line staff have unprecedented access to new and relevant information in the palm of their hands! The Business & Industry and Education divisions will have their channels rolled out in early 2019. Please check your MyISS app My Channels portal and ensure your notifications are switched on to receive live updates. Recently My ISS also launched in New Zealand with our Health portfolio within the Waikato region across several hospitals. The team was excited to start using the app where they can apply for leave, see their roster, update their personal information and read about the latest news in New Zealand. 4 | CORPORATE NEWS AND MESSAGES
The entire Global ISS Uniform Range is available to browse here (not all items in the range will be available to Pacific staff) and there is also a Set of Guidelines available here, which provides tips and advice on appropriate presentation and wearing the new ISS uniform. There is a great video you can also watch which shows the new uniform programme. For any further information, contact Ben Daniel: firstname.lastname@example.org
COVER STORY: ETHICAL EMPLOYMENT CERIFICATION WITH CAF ISS is delighted to announce that we are embarking on business-wide certification with the Cleaning Accountability Framework (CAF), which will certify we are providing best-practice labour standards for all our cleaning staff across Australia. This is a fantastic enterprise for ISS as we work to promote and uphold the rights of cleaners in our industry. CAF is an independent entity which seeks to improve labour and cleaning standards in Australia. ISS is an active member of the CAF steering committee and advisory group, sharing our expertise to drive the development and direction of CAF. In November, Andrew Corones (ISS National General Manager Operations WA/SA/NT/QLD), attended the CAF Annual General Meeting in Sydney. This was also attended by a number of industry partners including FWO, Australia Super, JLL, and Charter Hall, who join ISS in supporting the CAF objectives for the ethical employment of Australian cleaners. Last year ISS achieved CAF 3-star certification at our contract site in Wintergarden Shopping Mall in Queensland, verifying the site’s bestpractice labour standards through an independent CAF audit process. We are excited to work with CAF and be one of the first companies in Australia to achieve business-wide certification and being an employer of choice for cleaning professionals.
L-R at the CAF AGM: Tony Beck - ME Bank and Committee Chair, Poonam Datar - CEO of CAF and ISS' Andrew Corones
PAYROLL SELF SERVICE MAKING LIFE EASIER
ISS HITS 10K ON SOCIAL MEDIA
ISS recently made an important announcement that the Payroll Business Support Portal is now up and running and is available to most operational divisions and corporate staff. The portal is designed to provide a 'Self Service' environment to activate payroll changes. The upgraded system replaces all current payroll forms, with the additional benefits of simplified approvals and employee notification changes.
This month ISS’ Australia and New Zealand LinkedIn followers reached over 10,000! This is a 150% increase over two years and we are now reaching more industry professionals and promoting our brand and capabilities to a wider audience through this medium.
This is a fantastic upgrade which will make our lives a lot easier when it comes to activating our payroll changes! For any questions, please contact Lucy Hartmann: email@example.com
Thank you to all those who have made contributions to enhance our social media presence in 2018. We are all social media ambassadors, so let’s this momentum going into 2019 and all do our part to promote ISS on social!
ISS MAKES A SPLASH AT THE AAA! From the 13th – 16th November, ISS was out in force at the Australian Airports Association (AAA) National Conference in Brisbane. The AAA National Conference is the major aviation exhibition and conference in the Asia Pacific Region which welcomed over 800 delegates this year from all over Australia and New Zealand. The four-day program offered the opportunity for our ISS A&T leaders to network with influential customers, prospects and industry experts, and showcase our expertise in the sector. This year ISS made a big impact at the Conference. Our A&T leaders manned an exhibition stand and we also sponsored the inaugural Knowledge Lab – where exhibitors showcased their latest innovations and products. This was launched by our CEO Scott Davies, who spoke about ISS’ innovations and capability in the aviation sector. ISS also took the opportunity to deliver several presentations to the influential audience, highlighting our expert knowledge. At the Knowledge Lab, General Manager for Aviation (Adelaide) – Baljit Singh – presented on the InfraRed Camera technology we have installed on patrol vehicles with Perth Airport. Shona Cameron - National HSEQ Advisor – delivered an impactful presentation on ISS’ best-practice safety and incident investigation procedures. Across Australia, ISS partners with 14 airports, where we provide services to over 44 million passengers annually. As long-term members of the AAA, we were proud to be a part of the 2018 conference once again, and connect with our customers and key market segment.
The following process are now covered and available via the portal: Employee Status change
MyISS Training at Thames Hospital in New Zealand
Award/ EBA Questions
5 | CORPORATE NEWS AND MESSAGES Payroll Business Support Portal
L-R, at the AAA: Baljit Singh, Jonathan Reeves, Deborah Stubbs and Scott Davies
INFORMER NOVEMBER/ DECEMBER 2018
INFORMER NOVEMBER/ DECEMBER 2018 Retention/Extension
COVER STORY: ISS HAS A REMARKABLE YEAR FOR BUSINESS GROWTH COMMERCIAL 2018 WRAP UP
2018 has also been the year of retention where ISS has successfully retained major contracts including MCC, Crown Casino, University of Melbourne, BHP BMA, the Royal Dental Hospital, and NSW Whole of Government (PNSW) where not only did we retain our existing revenue but also increased it by an additional $24m!
STUART ROSE - CHIEF COMMERCIAL OFFICER & DIREC TOR OF STR ATEGY
We were also successful in extending the University of Adelaide, Northern Health, Griffith University, and Bond University, without going to official tender, through continued investment, innovation and ongoing service delivery excellence. Of note, Eastern Health consolidated our staged three x 2 year extensions into a full 6 year term guaranteeing ISS’ service delivery to 2024!
2018 has been a busy and hugely successful year for ISS Pacific. The Commercial Team has worked in partnership with operations and corporate support functions across the business to achieve some outstanding results. This collaborative effort has seen a bid hit rate of 37%, 10% Organic Growth and a retention rate of 95.2%. Early this year we introduced our six levers strategy, which focuses the entire organisation on growing our existing accounts through contract extension, upselling more of the same service and cross-selling additional services.
These retentions, once again can be credited to the combined efforts across many business functions, as well as the great relationships and outstanding facility management provided by our ISS service professionals.
We are already working closely with Key Account Managers to upsell/ cross sell to the University of Melbourne, St George Hospital, Bond University, Southbank Parklands and BHP Nickel West and to further extend the University of Adelaide, Griffith University, Roy Hill and Telstra.
Our focus on Top 20 accounts this year led to an increase in our hit rate to over 37%. We will continue to drive this strategy into 2019, with some key activities already underway in each sector. Our largest wins include Oz Minerals, Bay of Penty District Health Board, University of Western Australia, Sheffield Resources, Victorian Schools DET and SA Health.
Below is a timeline of our Commercial successes which highlights our achievements throughout 2018. On a personal note, I'd like to thank everyone in the organisation who has worked with the Commercial team on growth opportunities this year. It's been a huge team effort and we appreciate the extra time and work our operations and support teams provide to produce winning tender solutions. I look forward to an exciting 2019!
In-Contract Growth (Cross Sell/Upsell) During 2018 we increased our revenue through cross sell and up sell opportunities to the value of $3m year to date. The major increases are outlined below: MARCH • Southbank – additional Roma Street Parklands $600K
• Australian National University – additional buildings into scope $732k
New Contract Win Department of Education, Victorian Schools ($22m)
Contract Retention MCG ($6.1m)
SEPTEMBER New Contract Win Oz Minerals ($15.6m)
• Pfizer – once off capital project $400k • Sydney University – Additional F23 Building cleaning and Concierge $810k
Contract Retention Retained existing parcel of University of Melbourne and won additional parcel ($10m)
• University of Newcastle – Mailroom and Grounds services $385k
Contract Retention Retained two hospitals and won two additional hospitals with SA Health ($50m)
JULY MAY Contract Retention Royal Dental Hospital ($760k)
6 Levers Upsell Extend Southbank Parklands to include cleaning of Roma Street ($600k)
Contract Retention Toyota Cleaning ($1.1m)
Contract Retention Retained two regions of NSW Government cleaning and win an additional region ($125m)
Contract Extension University of Newcastle (12 months) University of Adelaide (12 months) Northern Health (24 months) Contract Retention Crown Casino ($6m) New Contract Win Sheffield Resources ($2.8m)
We have also increased our presence on social media platforms, reaching over 10,000 followers on LinkedIn!
FEBRUARY New Contract Win Rockhampton Airport ($2.1m)
New Contract Win Bay of Plenty District Health Board ($3.2m)
6 | CORPORATE NEWS AND MESSAGES
6 Levers Upsell Upsell Mail Room and Pest Services to the University of Newcastle ($400k)
Contract Retention Queensland TAFE ($400k)
Contract Extension Eastern Health (6 years)
OCTOBER Contract Retention BMA FM & Pipelines ($6.1m)
Contract Retention Victoria University Grounds Services ($1.6m)
7 | CORPORATE NEWS AND MESSAGES
6 Levers Upsell University of Sydney F23 building for cleaning and concierge ($800k)
6 Levers Upsell Upsell Laundry Services to Bond University ($200k)
INFORMER NOVEMBER/ DECEMBER 2018 INDEPENDENT A&T AUDIT REVEALS ISS IS BEST IN CLASS THREE REGIONS WON WITH PNSW!
From 12th - 19th November, ISS invited AIG Insurance’s Global Aerospace Security Expert, Mr Stuart Boyd, to Australia to conduct an airport operational security audit and review ISS’ Aviation &Transport Security Services at airports across Australia. Stuart Boyd has decades of experience and extensive knowledge in aviation and maritime security and travels globally to conduct operational audits at some of the world’s largest airports, airlines, aircraft manufacturing facilities and ports. Stuart’s audit of ISS was a comprehensive review of our services in terms of operational security, safety, compliance, internal processes, management, staff communications and passenger engagement/experience. The initial report of his findings and observations are a true credit to all ISS aviation security employees and their core values of protecting our friends, family and the travelling public on the ground at airports and in the sky. Stuart commented on how he has seen a marked improvement from three years ago; commenting He specifically mentioned our talent, processes and systems, commenting that we are the best in our class compared to our competitors both locally and internationally,
This is affirmation on ISS’ strategy and approach to security, compliance and risk management in the aviation security sector. Well done to all the A&T team for this fantastic result!
A&T CTX PROJECT In accordance with the recent announcement by the Australian Government, the ISS Aviation & Transport division is embarking on a major project which will see the current x-ray machines across Category 1 Airports replaced with enhanced Computer Tomography (CT) equipment by 2020. As leaders in aviation security, this change will impact nearly all of our 2,500 Aviation employees. ISS is proactively managing the transition with our customers and the improved technology will strengthen security outcomes and enhance the passenger experience. The Australian Government recently announced this change due to the increased threat levels in the aviation environment, requiring the need for more effective baggage screening technology. CT x-ray scanners are world-class machines, which have advanced explosives technology that detects solid, liquid, sheet explosives as well as smaller threats such as homemade explosives, ensuring better security outcomes. The high resolution 3D and 2D imaging will also provide operators with enhanced perspectives into baggage contents. This change is a major undertaking for all parties involved and requires security providers, airport authorities, regulatory agencies and equipment providers to work collaboratively to trial and phase in this technology. To facilitate this, ISS has set up a dedicated CTx Working Group, to bring together synergies and best practice project management to effectively implement the project. This change will affect all Category 1 Airports and for ISS this includes our operations at Melbourne, Perth, Adelaide, Brisbane and Gold Coast Airports. The successful management of this project will reinforce our reputation as proactive partners with our aviation clients and our position as an industry leader.
INFORMER NOVEMBER/ DECEMBER 2018 MONTHLY PEOPLE & CULTURE MESSAGE SCOT T WIL SON - NATIONAL GM PEOPLE & CULTURE
November was a busy month which saw the release of the OPS 2018 survey results, a number of learning and development activities completed (Leading the ISS Way, Key Account Manager Certification NZ & AU in December, Pacific Supervisory Mastery) plus other exciting news such as finalising the recruitment team restructure which saw the appointment of Senior Recruiters Vatche Bedrossian (B&I Service Support), Kavita Bhatia (B&I Team Leader Service Delivery) and Danielle Scott (A&T). We also have the Inclusion and Diversity strategy review for 2019 underway along with updating the Reconciliation Action Plan (RAP). The 2019 People Plan (the P&C strategy document) also links directly to achieving improved focus on initiatives that lead to increased employee and customer satisfaction. Our Indigenous numbers held steady most of 2018 (headcount of 238 or 2.2%). We will renew our focus and energy on this important area as we relaunch our RAP early Q2 in the new year. Thank you to all the ISS Pacific team for your efforts and contributions throughout the year - wishing everyone a safe and merry Christmas....and a happy new year!
NEW! INCLUSION & DIVERSIT Y STORY AT ISS I&D COMMITTEE INSPIRED BY RMIT INCLUSION WORKSHOP This month, members of ISS’ Inclusion & Diversity team attended a Workplace Diversity Workshop at RMIT in Melbourne. It was an incredibly insightful day for ISS’ Liz Turner, Chandresh Bhatia and Marisa Goss, who gained valuable learnings from others who are driving this cultural shift within their own organisations. The workshop was expertly facilitated by Professor Mark Rose, with research presented by Dr Margaret Heffernan OAM and Dr Raymond Trau, as well as an exceptional panel of experts who are making great strides in LGBTI, gender and Indigenous inclusion. The panel included Head of Community for Richmond Football Club - Michael Lacy, Director Culture and Transformation at the MFB - Dr Corinne Manning and Assistant Commissioner for Victoria Police - Luke Cornelius, who talked about the I&D challenges and strategies making a real difference in their workplaces. The stories shared have inspired our I&D team and the research will inform the action plan for our I&D strategy going into 2019.
ISS with Dr Margaret Heffernan OAM and Professor Mark Rose at the I&D Workshop at RMIT University
PARTING MESSAGE FROM ISS PACIFIC'S FIRST GMTHREE REGIONS WON WITH Last month, our Graduate Management Trainee, Sarah Nash continued to learn what it takes to be a successful KAM. Sarah reflects:
Trials have already commenced in Melbourne and Brisbane airports. We will provide the business with further updates as this trial continues.
In the last stages of the GMT program, Sarah will complete KAMC in early December and continue support the Huawei contract.
L-R: Sarah Nash and Helen Tang, Corporate Receptionist, at Huawei Brisbane
We wish Sarah the best of luck as her traineeship comes to an end, and thank her for the monthly updates. We look forward to hearing more from Sarah as she approaches next stage of her ISS career!
8 | CORPORATE NEWS AND MESSAGES
9 | CORPORATE NEWS AND MESSAGES
INFORMER NOVEMBER/ DECEMBER 2018
INFORMER NOVEMBER/ DECEMBER 2018 COVER STORY: IT IN 2018 AND BEYOND – FROM LUKE O’BRIEN, CIO
COVER STORY: ISS EMBR ACES L&D IN 2018 2018 has been a fantastic year in the Learning & Development (L&D) space, providing more staff training opportunities than ever! ISS invests heavily in L&D, ensuring our front-line staff, supervisors and KAMs are equipped to deliver excellent service to our customers. More importantly, our L&D focus aims to make you – our valued employees – happier, more focused and engaged with your work! This year, over 1,160 staff took part in ISS’ customer service program, Living Service with a Human Touch (SWAHT). SWAHT is an interactive workshop that helps staff create great service experiences for our customers and ensure we all have a strong understanding of our purpose. Recently Nick Darlington (National People Manager L&D) also conducted Living SWAHT sessions with our Melbourne and Brisbane corporate staff, to promote a clear alignment of purpose and vision within our support staff. 32 Supervisors and Leaders across the region also took part in Pacific Supervisory Mastery (PSM) in 2018. PSM is an aspirational development program aimed at building the capability of our Supervisors to improve and develop their operational performance. PSM is going to be a key focus in 2019 with programs available across the Pacific and in all divisions. Participants need to be nominated by their manager and go through a rigorous interview and selection process in 2019.
SWAHT Session at Brisbane Office
Now it its third year, Key Account Management Certification (KAMc) continues to make a strong impact on our business ensuring that our Key Account Managers are well equipped with the tools required to drive in-contract success. In 2018 three groups of KAMc participants PSM Session at the Northen Hospital from both Australia and New Zealand took part in the programme. We will continue with the next intake beginning in the third quarter of 2019. KAMC attendees will also need to go through rigorous screening process to be selected. 2018 also saw the roll out of our new global senior leadership development programme, Leading the ISS Way (LISSW). LISSW is a comprehensive development initiative, promoting an aligned purpose-driven leadership culture in ISS by helping our key talent develop their own leadership competencies. In the Pacific this program began with CEO Scott Davies and most of the Leadership Team have now completed the course with a further 40+ participants scheduled to complete LISSW in 2019. LISSW attendees for 2019 have been hand-selected by our Leadership Team ensuring only the most appropriate internal talent are invited. Since its creation, MyLearning has created a consistent way of delivering and tracking of a huge variety of training programmes across the Pacific region. Through this online system we have successfully ensured a consistent message on important topics like Hazard and Risk Management, Manual Handling and Hand Hygiene across the business - from a cleaner working in a school in Northern NSW to a café attendant working in a mining camp in WA! In 2018, ISS staff completed over 48,000 separate modules in MyLearning! 2018 also saw the introduction of new interactive Service with a Human Touch e-learning modules on MyLearning, designed to complement our face-to-face workshops and continue to drive a service orientated culture within the business. 2018 Key L&D Stats PSM participants SWAHT participants
10 | CORPORATE NEWS AND MESSAGES
IT members in the team
MyLearning modules completed
KAMc groups and new LISSW program launched
in Service Desk, Infrastructure & Communications, Applications, BI, Kronos
At the end of October 2018, we have handled 20,000 tickets, a 50% increase on 2017. This is reflection of the growing ‘digitization’ of our business which has seen a 30% increase in mobile devices, the MyISS roll out to the field, and taking on NZ support in February this year. 75% of tickets resolved by this 3 person team with only 25% escalated to technical specialists
2018 the year that was… Month
Dec - Mar
METRO FMS@ISS and Beacon technology Kronos Dashboards Mobile technology
A full team effort!
Supported Adelaide Office Move
Infrastructure & Comms Team
Supported MyISS App upgrade - +500 calls per month May-July
Vic Schools mobilization: Kronos, FMS, office setup +200 schools and +500 employees
All of the IT team on this one!
SA Health transition support- 4 hospitals, 2 new systems across 4 hospitals integrated to client Patient Admission Systems
KAM Dashboard now in Aviation in addition to Health Eastern Health meal cost reporting
IT Team Fast Facts
Retail Café sales dashboard September
Transition Oz Minerals FMS@ISS Retail POS units
Kronos into NZ-go Live Waikato Health!
Data centre server strategy approved
Infrastructure & Comms Team
Telecom Expense Management system: Improving efficiency for finance & IT across our +1300 mobile devices and data links
11 | CORPORATE NEWS AND MESSAGES
Members of the ISS IT Team L -R: Kiran, Kylie, JC, Will, Christine and Luke
2019 the year ahead...
Supporting the business Service Desk and Self Service
Supporting business solution delivery with Applications
The technology hardware toolkit driving our business Infrastructure & Communications
Improving our workforce management with Kronos
Creating transparency with Business Intelligence
INFORMER NOVEMBER/ DECEMBER 2018 COVER STORY: SAFET Y ACHIEVEMENTS 2018 BRENDON JOHANNES - NATIONAL GM HEALTH, SAFET Y & WORKPL ACE RISK
ISS is looking to end the 2018 year in a very strong position setting up 2019 as a year for maintaining current performance. Listed below is a snapshot of the ISS year end results as well as personal leadership and business objectives for 2019. Incidents 2,508 Incidents reported via the CARE hotline (2,576 in 2017) – 2.6% reduction on LY • 2,026 were work related (2,097 in 2017) – 5% reduction • 944 resulting in injuries to staff (1,018 in 2017) – 7% reduction • 43 public liability incident (59 in 2017) – 27% reduction Lost Time Injury Result • Lost Time Injury Frequency Rate for 2018 is looking to finish at an outstanding 2.8. Achieving the 2018 Target of 3.50. Finished 2018 at 20% below the target. • A total 43 LTI’s for the year (versus 43 last year) • All divisions, except Health have achieved their 2017 targets. Total Reportable Case Frequency Result • Year end TRCFR will land at 18.39 which is 8% above the 2018 target of 17.0. • A total 266 TRC’s for the year (versus 282 last year). We are 5% better off this year compared to last year with 16 less TRC’s sustained in 2018. Leadership Commitment in 2019 At the start of each year, all of our leaders personally commit to working safer and making a commitment to look out for you to ensure you go home from work in the same way you got to work. We do this through the development of a PSAP (Personal Safety Action Plan). Each manager develops a plan, signs it and then we promote it through newsletters and on the intranet. As you meet the various leaders within your contracts, feel free to ask them what their agreed behaviours and commitments are. We encourage feedback and look to continually improve our leadership approaches. ISS HSEQ Objectives and Targets for 2019 The following objectives will be consulted and reviewed for inclusion within the 2019 HSEQ Plan. These are listed below for your awareness and feedback via your Manager. Group Objectives
Implementation of a HSE Compliance Plan including a Site Risk Register on all Global Accounts. Carry out audits and inspections at our operational sites to ensure implementation of the HSEQ Management system in operations. As ISS has signed a global agreement with a leading certification body, Det Norske Veritas GL (DNV), countries will shall start transferring current ISO certification body to DNV Develop Personal Safety Action Plans (PSAPs) for country management. Group - To prevent future incidents, report ‘Near-Miss’ events in HSE@ISS-IT system, KMI (VelocityEHS). In order to stay on course and keep HSEQ and CR in constant focus, countries will:
Develop and implement a HSEQ Plan for group and divisional Achieve SA Self Insurance license in workers compensation Achieve NZ Tertiary level license in workers compensation Reduce Risk Profile through focussing on the impact of Supervisor and their role in injury prevention by: • Review Ageing Workforce impact • Incident Investigation & Potential Severity focus • TRCFR focus • Behavioural focus
12 | CORPORATE NEWS AND MESSAGES
INFORMER NOVEMBER/ DECEMBER 2018 COVER STORY: BOND UNIVERSITY GALA DINNER On November 16th, members of our Education division attended the annual Bond University Indigenous Gala Dinner. ISS was a corporate sponsor of the event which raises money for the University’s Indigenous support programs. This year the Gala was attended by 550 guests. ISS was pleased to have good representation at the event and took the opportunity to invite customers from Southbank Parklands and Telstra Properties. We also donated a catered Corporate Suite AFL match at the MCG for the Gala Auction, which raised a staggering $15,000 for the cause! Since 2010 ISS has supported this event every year for our client Bond University, where we provide cleaning and hygiene services. ISS partner with Bond to support their Indigenous students through many avenues, including providing Indigenous scholarships, participating in the Yarning Up program and through this major fundraiser. Overall the Gala raised $400 thousand dollars, and over the past eight years, it has raised over $2million to support the university education of Indigenous Australians.
ISS Staff and client guests at the 2018 Bond University Gala
ISS SUPPORT THE HOMELESS AT SGH
COVER STORY: CAFÉ OPENING AT GINBATA AIRPORT Working with our client, Roy Hill, ISS has opened a funky new airport café at the Ginbata Airport, WA - made out of a shipping container! Setting up this cool café in this remote location was a collaborative effort by our Resources Leadership team, Supply Chain, the ISS Site Team and Roy Hill. The successful project highlighted ISS’ responsiveness to customer needs, problem solving capabilities and partnership approach with our largest resources client. It also shows our ability to provide innovative solutions to continually enhance services for guests and create more touchpoint opportunities for great service. The café has been well received following the soft launch in November and there are many new and exciting things planned for the airport café ahead. Great work to all involved!
Earlier this year ISS funded a vaccination clinic, as part of an award-winning outreach program run by our client St George Hospital in NSW. The clinic was opened to help reduce the spread of preventable diseases and improve healthcare access for homeless men, serving as an outreach service for the ‘Better Health for Homeless Men’ service. In recent news, an article will soon be published in district health papers and newsletters, sharing the program’s successful statistics since its mid-year launch.
Ginbata Airport Cafe at Roy Hill
In this ISS-funded clinic, 51% of clients seen between May- September have been provided with the Flu Vaccination, 16% have commenced Hepatitis B vaccinations and 28% have completed the course.
BREAST CANCER FUNDING AT PERTH AIRPORT
Well done to the ISS team for their involvement in this important health outreach program, which has already made a positive impact on the community.
Well done to the team at Perth Airport for raising $750 for the Cancer Council WA, during Breast Cancer Awareness Month. Special thanks to Jackie Stephenson and Yvette Whitfield for driving the campaign with a host of bake sales across Perth Airport.
LAUNCESTON AWARD Muhammad Nawaz - one of our Aviation Protection Officers at Launceston Airport displayed compassion, courtesy and the ISS Value of ‘Respect’ when he helped a lady at the screening point with cremated ashes recently. L-R: Muhammad Nawaz and Paul Hodgen
Muhammad was later recognised for this excellent service with a quarterly Customer Service Award from the airport, presented by General Manager – Paul Hodgen. Muhammed is now in the running for the 2018 Annual Customer Service Award - congratulations! 13 | NEWS FROM AUSTRALIA AND NEW ZEALAND
L-R: Yvette Whitfield and Jackie Stephenson
INFORMER NOVEMBER/ DECEMBER 2018
INFORMER NOVEMBER/ DECEMBER 2018
HEALTH SITES SHARE GLOBAL BEST PRACTICE
During November some of our International Leadership Team from China and Singapore visited key Health sites including, Eastern Health, St Vincent’s Private Hospital Werribee and the Royal Women’s Hospital in Melbourne where they met with our engaged staff and our customers.
ISS and our customer Melbourne University have had some wonderful recognition this year for the transition of cleaning services from night to day operations. This collaborative project has generated significant operational and commercial benefits as well as improved stakeholder feedback about the quality of cleaning.
The visits included lunch with our clients and tours of the respective hospitals. A key focus was demonstrating how ISS Global Concepts are implemented into our local health contracts. Our visitors had the opportunity to experience first-hand, site communications and concepts, including Team Boards, KAM Dashboard, Service with a Human Touch (SWAHT) and the Shared Value Proposition. The visitors thoroughly enjoyed their time taking away ideas they hope to implement into their contracts.
ISS BAC TEAM DAY AND BBQ On Thursday 22nd November, ISS held an ‘Airport Team Day’ at Brisbane Aiport, where ISS site management came together to analyse all aspects of our contract, including reviewing areas of strength and areas for improvement. The team were fortunate to have a visit from our client Gary Bowden - Security and Emergency Planning Manager for Brisbane Airport - who provided an up-to-date briefing on the Aviation Security Threat Environment. EGM Jonathan Reeves also provided a business update on the Aviation & Transport division. The remainder of the day saw lots of vigorous discussion and workshopping on how we continue to build on our in-contract success and prepare for the upcoming retender in 2019.
ISS China Leadership Team with ISS Health at St Vincent's Private Hospital Werribee
ANU CELEBRATE On the November 7th, our Australian National University (ANU) cleaning team in Canberra, celebrated a bi-monthly Staff Birthday Tea for staff who have birthdays in September and October. Each staff member who celebrated a birthday received a personal hand written birthday card which was much appreciated as was the delicious treats!
FMA People & Productivity Award
CHARITY GOLF DAY In late November ISS sponsored the 2018 Garrick Charity Golf Day in Adelaide, which raises money for childhood cancer research.
On November 29th, the ISS Brisbane Airport team also had their annual BBQ event with the client, which is a day that thanks and honours our ISS staff. BAC awarded their Customer Service Award to William Arnold, and Natalie Hanna was also awarded her HERO Award for being the Q3 A&T Finalist.
Brisbane Airport Team Day
On November 15th, Melbourne University and ISS were honoured for this project, winning the FM Industry Awards for Excellence in the People & Productivity category. Held in Melbourne, the FM Awards puts a spotlight on the best in facilities management, industry leadership, innovation and achievement. Congratulations to the ISS Melbourne University cleaning team for positively transforming cleaning services to deliver a better experience for university stakeholders.
L-R: Liljana Illijevska, Anik Deweske and Kezang Yangden
Adelaide Airport stakeholders, including ISS, have provided donations and participated in the event for the past five years. We were proud to take part once again, which has raised over $100,000 over 10 years for the cause.
SUPPORTING UNI FOOTY APPLE AWARDS Bond University’s AFL Club Coordinator, Sam Schiphorst, has thanked ISS for supporting the University’s Football Club in 2018, noting
ISS is proud to support our client's club and look forward to continuing our affiliation into 2019.
Lanika was nominated by Beau Kinnear, a visiting paramedic at Home Ground village for her friendly, welcoming and helpful customer service. Lanika provided a memorable and meaningful experience, going above and beyond to assist the fatigued paramedic. Congratulations Lanika!
PRESCILA MANGUBAT – CLEANER, FENNER HALL AUSTRALIAN NATIONAL UNIVERSITY, ACT
Prescila was presented an Apple award from Fenner Hall staff for creating a sense of belonging for the students. Prescila always has a smile on her face as she greets residents, staff and visitors alike. She displays an outstanding work ethic, and makes a concerted effort to get to know every resident at Fenner Hall.
NARINE MAURANGI, RENATO PORCIELLO AND JULIE SCHULTZ APOS, ADELAIDE AIRPORT, SA
PETER MALLOCH - AVIATION PROTECTION OFFICER, PERTH AIRPORT, WA
YVETTE WHITFIELD - AVIATION PROTECTION OFFICER, PERTH AIRPORT, WA
Narine, Renato and Julie were involved in a traumatic medical incident on 15th October which involved a passenger suffering a cardiac arrest. As the first responders to the incident, the team quickly took control and carried out CPR using a defibrillator. Their prompt actions were life saving and the passenger has been discharged from hospital and is on the road to making a full recovery. The team were presented with an Apple Award by the client at a Town Hall event. Incredible!
Peter has been acknowledged by the client for his ongoing commitment to customer service excellence at Perth Airport. On two occasions, the client received written compliments, praising Peter's friendly and professional attitude while performing duties at the Virgin oversized baggage counter.
Yvette has been honoured with an Apple Award for her exemplary work, particularly during an incident where she went above and beyond her daily screening duties, providing medical assistance to an injured passenger while on a break. Perth Airport was very appreciative that Yvette went the extra mile.
L-R: William Arnold and Stephen Goodwin ISS Staff at the 2018 Garrick Charity Golf Day
14 | CORPORATE NEWS AND MESSAGES
LANIKA STOCKTON – SITE DUTY MANAGER, HOMEGROUND VILLAGE, GLADSTONE, QLD
15 | CORPORATE NEWS AND MESSAGES
INFORMER NOVEMBER/ DECEMBER 2018 APPLE AWARDS
INFORMER NOVEMBER/ DECEMBER 2018
CEO HERO AWARDS
SAPNA PANDYA - CLEANER, DEAKIN UNIVERSITY, BURWOOD, VIC
JOANNA YUEN, FOOD AND BEVERAGE SUPERVISOR, NESTLE, RHODES, NSW
Sapna was nominated by Yvonna Cowan, General Manager - Deakin Residential Services, for being “the backbone” of the cleaning community at Deakin University’s Burwood campus in Victoria. She was recognised for her commitment and passion to providing service excellence for the residents.
Joanna was presented with a CEO HERO Award for creating fantastic new healthy eating options for Nestle staff and efficiently running the café with a focus on providing “Service with a Human Touch." Joanna is a fantastic service professional showing passion, pride and understanding of our customer’s purpose.
CEO HERO AWARD
SUZANNE O’CONNELL, KRONOS PROJECT ANALYST, MELBOURNE HEAD OFFICE, VIC
Suzanne performed excellent work on the NZ Kronos implementation. In particular she spent a lot of time at Waikato Hospital in NZ, supporting, training and implementing Kronos. Her knowledge and patience has been instrumental in the success of the overall NZ Kronos implementation.
For any comments, queries or to suggest a story for next edition, please contact:
KEY VAC ANCIES Title
Claims Administrator NSW/ ACT
Macquarie Park, NSW
Facilities Contact Centre Team Leader
Macquarie Park, NSW
SERVICE AWARDS Across the Paciifc we regularly celebrate employees who have achieved long tenure with ISS. Thank you to those who have shown loyalty and dedication to our business. Below are some staff who were honoured this month: • Yvonne Poon - 20 years
Emma Meehan, Communications Manager, E: firstname.lastname@example.org or Yvette Kagan, Marketing Coordinator E: email@example.com
• Scott Erwin - 10 years • Shabaz Ghani - 10 years • Debra Blunden - 5 years • Berkant Pacal Copson, BHP Nickel West - 5 Years • Will Whiting, BHP Nickel West 3 Years
Will Whiting and Berkant Pacal Copson receive Service Award Recognition
16 | CORPORATE NEWS AND MESSAGES
17 | NEWS FROM AUSTRALIA AND NEW ZEALAND