guide the little
to being Mitie
welcome When I’m asked what makes Mitie so successful and so special, my reply is always “our people”. It’s incredible how a great team can achieve so much! This is the fourth edition of our little guide to being Mitie, and with over 70,000 passionate people, there’s a lot to tell.
Everything we do at Mitie is underpinned by our values; excel, challenge and inspire. They form the basis of our culture and show the outside world what we are all about and how we do things at Mitie. As we grow and change, it’s more important than ever that every person at Mitie knows what we’re all about and the different ways we inspire change in the way people live and work. Use this guide as your reference to all things Mitie; whether you’re chatting to colleagues, friends or clients, you’ll find all the answers you’re looking
01 the little guide to being Mitie
for in here. And please don’t forget about our ‘Mitie first’ approach – our commitment from everyone at Mitie to champion our in-house service capabilities. Each and every time you outsource a service, you should establish if another part of Mitie can meet your need. This guide will help you understand and promote our capabilities from within. Here’s to many more years of success. Ruby McGregor-Smith, CBE Chief Executive
Welcome
01-04
The shape of our business
05-06
Our culture, vision and values
07-08
Our strategy
09-12
A-Z of services
13-19
Keep in touch Case studies
20 21-32
“Our business is focused on helping clients run their businesses more effectively�
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At Mitie, we work with people who want to perform better – now and in the future. We help our clients to run more efficient and effective businesses by looking after their facilities, their energy needs and the people they’re responsible for. As a FTSE 250 business, our success has been built on providing high quality, cost-effective facilities management services that extend from cleaning, catering and front of house, to services such as workplace and energy management. Some clients appoint us to provide a single service, others, in their drive for even greater efficiency, choose a bundle of services and an increasing number opt for integrated FM.
We offer our clients fresh thinking that improves efficiency and helps them compete, but more importantly, we bring true value to each and every one of our client partnerships – whether we’re delivering a single service or our fully-integrated offer.
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The shape of our business
Understanding client needs
We get to know our clients’ strategy and what drives their outsourcing needs, so we can help them to achieve their goals.
Motivating and managing people
Our fundamental skill is getting the best out of a large and diverse workforce and supply chain, allowing a client to focus on their core objectives.
Technology and systems that provide data and management information In order to manage and deliver services, we analyse and act on our own and our clients’ data to provide the best service and most efficient solutions.
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06
In everything we do our vision is to inspire change in the way that people live and work. We do that by excelling at service delivery, but always looking for a new or better way to do the things that we already do well.
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Our specialist skills and knowledge is driven by market expertise. We understand that all of our markets have a unique set of requirements and that these are always changing as clients respond to what is going on around them. Our teams make it their job to know what is happening and make sure that the advice and services we provide are the best they can possibly be.
Our vision
Inspiring change in the way people live and work
Our values: Excel
Challenge
Inspire
at service delivery, we must be the best at everything we do
always ask yourself, why do I do it this way? How can I do this better? What else can I do?
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Sustainability - one approach, one strategy We’ve always said that everything we do to make Mitie a more successful business should also help make it a more sustainable one – and vice versa. We have a simple, clear, one and only strategy for Mitie.
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So whether we’re developing great relationships with our clients or recruiting and developing the best people in the industry, our sustainability strategy and its six elements are consistent with our corporate strategy.
1
People
Develop the best talent at every level of our business.
6
Clients
Responsibility
Provide world-class services to attract new clients and retain and expand contracts with existing clients.
Take a long-term view by acting responsibly.
3
5
Operational excellence
Risk
Manage risk and protect our business and brand.
2
4
New markets and services
Deliver market-leading, innovative services with maximum efficiency.
Develop our service capability in our current markets and in markets that offer attractive growth opportunities.
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Making sustainability matter for all our stakeholders It is important that our sustainability strategy and reporting reflects the issues that are most important to Mitie and our stakeholders. That’s why we structure our sustainability report around our stakeholders, not the elements of our strategy.
Clients
What can clients expect from us – especially in relation to their social and environmental goals? The key to achieving our target is meeting, anticipating and hopefully exceeding our clients’ expectations. We do this through great relationship management, innovative thinking and clever use of technology, backed up by a culture of customer service. Client satisfaction is the best measure of how successful our business is. Our target for 2020 is to achieve great customer satisfaction and a Net Promoter Score of 25%.
People
What can our people expect from us? As a company with strong entrepreneurial roots, we have always understood the importance of motivation and rewarding people well. We have developed an inclusive culture where talent is recognised, not gender, age or ability; and we make sure our people are safe at work, so they can go home safe at the end of the day. By 2020, we aim to achieve a 90% score both in terms of employee engagement and diversity; and we will work hard to embed our key Work Safe Home Safe! behaviours.
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Communities
We’re really proud of the work we do to strengthen the communities we work in. Reaching out to our local communities, especially in partnership with clients and suppliers, enables us to optimise our contributions and expand our community footprint. The Mitie Foundation, set up to bring together Mitie’s community engagement activities, is focused on creating opportunities for people of all backgrounds to join the world of work, by raising aspirations and unlocking people’s true potential.
Our target by 2020 is to dedicate 1% pre-tax profit to community investment, through Mitie Foundation activities.
Environment
All human activity has an impact on the planet, and that includes our own business. We believe we have a responsibility to do everything we can to minimise that impact, and reduce our carbon footprint, and we are committed to doing that. We will actively manage our energy usage, waste production and fuel consumption to ensure we cut both costs and carbon emissions.
Suppliers
These days, major companies like Mitie are expected to take some responsibility for what happens in their supply chain, and we think that’s only right. We want all our suppliers to share our own high sustainability standards, and we’re doing what we can to help them improve their performance. As a natural extension of Mitie, we want all our suppliers to share our high sustainability standards.
Our target is to reduce our carbon footprint by 35% by 2020, based on a 2010 baseline.
Our target is to embed our values and beliefs into our supply chain.
References
If you want to find out more about sustainability, you can read our Sustainability Report, which is produced annually alongside our annual report. Copies are available on Minet, Milife and on our website. More in-depth information is available at: www.mitie.com/sustainability
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A-Z of services No other business offers so many services under one roof to such a wide range of public and private sector organisations. What’s more, we can deliver them in single, bundled or integrated packages. And it’s when it comes to our Integrated Facilities Management (IFM) expertise that we really stand out. We’re different because we deliver over 95% of services through our own in-house teams, which means our clients get the best of both worlds - the efficiencies and flexibility of outsourcing, plus the same degree of control and commitment they would have from doing all this themselves, all under one roof. This is so important, as more than ever, our clients want more for less, driven by pressures to transform their facilities, reduce their energy consumption and save money. So take a look at the list of our current service offerings to see just how much we can do for our clients. If you would like to know more about any of the services we offer, simply email info@mitie.com or call us on 0117 322 1322.
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Archiving and records management We provide on and off-site archiving, records management services and scanning. We create readily-accessible eBibles for our clients; a smarter way of storing, indexing, presenting and searching large volumes of documents. What’s more, we can help and advise you on secure digital storage and destruction.
Building services We have a reputation for high-quality delivery and engineering excellence. Whether we’re working on a fit-out, new build, building refurbishment or plant replacement project, we have a team of dedicated people committed to providing a first-class service.
Catering Our catering specialist, Gather & Gather, operates across a range of UK market sectors, as a stand-alone service provider and as part of the wider integrated facilities model. We provide a range of services including staff restaurants, café bars, vending, hospitality, fine dining and in-house events.
Cleaning Our award-winning Environmental+ team of over 37,000 trained people operate sustainable, commercial cleaning services in every sector you can think of, including commerce, education, retail, transport, healthcare, manufacturing and events and leisure. Environmental+ is at the forefront of cleaning innovation, having pioneered microfibre technology, green cleaning services, and electronic timekeeping, and we’re now introducing Lean Six Sigma into all of our operations.
Compliance We provide technology-led, evidence-based auditing services including fire risk assessments, health and safety audits, fabric condition audits, asset condition surveys, Part M surveys, statutory compliance and asset collections. The data is presented in our unique web-based risk register, Direct Audits, which provides complete visibility and at-a-glance reporting across any sized estate. Full histories of every issue raised and action undertaken are stored within the software, accompanied by photographs to provide a complete risk register and audit trail for clients.
Control Systems We design, install and maintain building energy management systems and metering solutions for all types of buildings. A well designed and properly maintained Building Management System (BMS) helps drive down the cost of running a building by maximizing resource and energy efficiency. Focused around our state-of-the-art Bureau facility, our dedicated team of specialist engineers uses the latest technologies and techniques to help improve the overall control and efficiency of plant and buildings.
Creativevents We specialise in catering to exhibitions, indoor and outdoor concert venues, festivals, culture and heritage sites, as well as creating food and beverage pop-up catering outlets for outdoor events such as RHS Chelsea Flower Show and the Farnborough International Air Show.
Data centre operations We have a proven track record in the technology sector, delivering critical engineering services through our Resilience approach. Critical environments including data centres, broadcasting, communications, health, financial and manufacturing require a high level of expertise to ensure an uninterrupted service. By profiling, mitigating and managing risk we can achieve the maximum uptime for our clients.
Design services We offer on and off-site professional design services tailored to our customer. Our services range from complete communication campaigns to one off items including advertisement design and corporate identity, brochures, sales literature, tender preparation and production, direct mail, exhibition design, point of sale signage and promotional items.
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Digital printing We self-deliver our print management services on-site or via our 24/7 printing facilities. From high-quality glossy brochures to highvolume stock items like business cards, we print it all. We do it using an on-demand approach with the latest digital printing machinery and technology tools.
Document management – total document management Whether it’s a simple scanning service, full invoice processing, or a digital print room and digital mailroom solution, we’re here to help. We give our customers more control over documents, quicker access to information and better data protection. Our fully integrated service combines intelligent capture and validation software, an invoice processing platform, a document storage solution and a workflow platform to streamline and create efficiencies.
Employee screening and vetting We deliver a range of flexible solutions including DBS checks (previously CRB checks), disclosure Scotland, credit checks and employment verification for UK and overseas. We also provide checks for industry standards including BS 7858, airside pass and BPSS.
Energy reduction We ensure buildings work in an efficient, sustainable, and cost effective way. We know what it takes to incorporate energy reductions, whether it’s a new build project or a refurbishment. We can guarantee energy savings, helping our clients to reduce their operating costs.
Energy solutions We work in partnership with our clients offering strategic energy consultancy which helps organisations to buy energy better and smarter. We help our clients establish ways to consume less energy, create their own energy and secure a long-term supply.
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Event management
Healthcare
Our exceptional event management service is a one-stop shop for everything from media and launch events to seminars, conferences and team building days. We meticulously plan and manage events making sure they’re on time, on budget and a memorable experience.
Through our care businesses we provide a wide range of care services to people who need help and support, whether due to old age, illness, disability or infirmity.
Fire protection As an accredited fire prevention company, our team can integrate fire prevention, detection, and suppression systems with your security equipment. We make all these things work seamlessly together, from design, installation and testing, through to commissioning and maintenance.
MiHomecare is one of the UK’s largest care providers delivering a range of domiciliary and live-in care services from 50 branches throughout the UK. We work with people of all ages, and can help with complex conditions such as learning disabilities or dementia, as well as supporting people who just need a little bit of extra help around the house. The Complete Group is a leading UK provider of nurse-led complex health care, delivering person-centred support enabling children and adults with disabilities to lead full and independent lives in their own homes.
Front of house services
The Care Agency introduces live-in carers to those who otherwise would perhaps have had to move into a nursing or residential home.
Our reception and concierge teams are the first point of contact in welcoming our clients and their guests into the workplace. A bespoke service that reflects the client’s brand and values.
Home Affairs
Gritting services
We offer a range of management services including prison FM and immigration services across the Ministry of Justice and Home Office estate.
When the weather turns icy, you have a legal duty to ensure safe access to your building for both your employees and visitors. Our nationwide network of people makes us the UK’s foremost supplier of winter gritting services to the business community, providing one of the largest and most comprehensive services in the country.
Housing services We deliver responsive repairs, planned and cyclical maintenance services to both public and private sector housing. We can deliver these services as individual work streams or as part of a total asset management solution.
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Insurance claims and repairs Mitie Property Solutions provides a specialist claims management and repairs service to some of the biggest names in insurance across the UK, providing clients with a complete solution from claim validation to property repair 24/7, 365 days a year.
Landscaping We can tackle everything from grounds maintenance and litter picking, right through to weed control and fencing. From major corporate headquarters to pubs and restaurant chains and multitenanted office parks, we have the people and skills to get the job done.
Lone worker monitoring and protection We offer a range of modules and dedicated devices to suit all lone worker needs. Our modules work on existing devices and networks, and our BS 8484 accreditation guarantees a police response if required.
Lighting maintenance We are the largest specialist lighting contractor in the UK, providing design, installation and maintenance solutions. Innovation is at the heart of our approach, and we use the latest technology to improve visual quality and energy efficiency.
Machinery repairs and refurbishment Our dedicated team of equipment service engineers is ideally located throughout the UK to offer a fast and efficient machinery maintenance and repair service. We cover all makes and models of cleaning machines, offering everything from reactive ad-hoc repairs to a range of tailored service packages. We also offer a fully comprehensive machinery refurbishment programme for in-contract machines and additional equipment to support contracts.
Mailroom management We manage internal, external, and inter-office mail as well as accountable items while eliminating double handling and unnecessary delivery schedules. In our innovative digital mailrooms, we scan incoming mail and email it to recipients for immediate access, ideal for agile working, or index it into a workflow system. We also provide portering and loading bay services.
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Mobile maintenance
Office management
We have brought together Mitie’s excellence in maintenance, lighting and specialist services to deliver a mobile service to multi-site clients. We are the only mobile engineering business with the critical mass to self-deliver such a wide range of services. Over 750 multi-skilled technicians deliver routine maintenance and emergency tasks to 40,000 client sites around the country.
Our floor managers are the facilities team - trained to support the needs of our customers in their day to day work environment. Duties can include; first line fault reporting through to resolution, meeting room support, small office moves, on-boarding of new employees, health and safety, and occupancy audits.
Mobile security services Our dedicated mobile team will recommend the most effective way to secure your site following a thorough risk assessment. Services include patrols, key holding, alarm response, visitor escorting, and void property security. Officers use PDAs and on-site tags to perform patrols bespoke to each location, and you will receive real-time reports with transparent MI to reduce costs and enhance your security strategy.
Pest control We’re a leading pest control company, with proven expertise and a long track record in integrated pest management. In our experience, clean, tidy, and wellproofed premises that are regularly inspected have much lower levels of pest problems. We can make sure yours is one of them.
Portable Appliance Testing (PAT) Last year our dedicated team of Portable Appliance Testing (PAT) engineers carried out over 750,000 individual tests all over the country, at both Mitie client sites and at Mitie properties. Your full range of portable appliances can be PAT tested and certified, throughout the UK.
Projects and interiors We provide M&E, interior fit-out, and refurbishment services to a variety of sectors and deliver successful projects in both occupied and unoccupied buildings. We take overall responsibility for a project from the initial identification of a requirement through to handover.
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Reprographics
Technical maintenance and repairs
From mono and colour high-volume copying and printing to complex legal copying, we provide full digital reprographics services via our 24/7 off-site facilities. We can help with any print job including banners, posters and pop-ups in a range of finishes.
We are the largest technical FM services contractor in the UK. We self-deliver over 90% of services, using the latest technology and processes to run contracts as effectively and efficiently as possible. Our reactive repairs service is supported by our 24/7 helpdesk and hundreds of highly trained mobile engineers.
Roofing As an award-winning commercial roofing company, we pride ourselves on delivering a world-class service to every customer. We are the largest roof refurbishment contractor in the UK with unparalleled regional coverage. We use our extensive experience in the industry to ensure buildings remain operational during repairs, and disruption is kept to a minimum.
Security – Total Security Management Total Security Management (TSM) is an integrated approach encompassing all our security services based on specific client risks. Services include security personnel, patrols, key holding, systems installation and maintenance, remote monitoring, and consultancy; all delivered through one team.
Security systems We can design, manage, install and maintain a range of systems, configuring them flexibly to meet your needs and budget. This includes CCTV, access control, intruder detection systems, perimeter intruder detection systems, ANPR (Automated Number Plate Recognition), vehicle entry systems and pedestrian entry systems. We can also support you with remote maintenance and diagnostics, remote reset, false alarm management, remote system testing and health checks.
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Telephony We provide switchboard, reservations and helpdesk services for our clients ensuring an efficient and welcoming service to meet our clients’ needs both on client sites and at our central telephony hub in Leeds.
Waste management We cover the full range of waste management and recycling services, with excellence in mind. We have vast experience in working with our clients to form waste strategies that work towards best practice, turning your waste into a resource.
Water treatment We have the fastest growing water compliance business in the UK, providing our clients with a single source for all their water needs. From testing and treatment, to monitoring and management, none of our competitors provide such a broad range of services in-house.
Void property security Secure your vacant property, perform your duty of care and comply with building insurance requirements with our dedicated void property inspection team. Save money on false alarms and unnecessary call outs though Detect – our plug and play, wireless security solution. Ten second images sent to Mitec, our alarm receiving centre, are used to identify the reason for activation, ensuring that only real alarms are responded to.
Keep in touch At Mitie, we engage with our people and our customers across a variety of channels and about all sorts of things. Social media Social media is something we are really passionate about at Mitie and we think it’s a great way of starting a two-way conversation. We use lots of different channels, so come and visit us and join in the conversation.
Follow us @wearemitie on Twitter. We regularly upload news from around Mitie and share our thoughts on industry movements.
You can find us on www.facebook. com/mitiepeople – here you will find all sorts of news and updates on what’s going on around the business and what our people are up to.
milife
We keep our page updated with all things Mitie – from news on employee rewards to key business updates. Our people are encouraged to participate in online commentary. Take a look at www. youtube.com/Mitiegroupplc.
Our employee portal gives you access to the latest Mitie news as well as a range of important documents and information available for use in everyday working life. If you work for Mitie, you can sign up at milife.mitie.com.
When using any of the channels listed above, please make sure you understand and follow the principles set out in our social media policy which can be found on MiLife. Don’t forget to visit www.mitie.com for all the latest Mitie news. the little guide to being Mitie
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Case studies Introduction
Each market sector has a unique set of requirements and at Mitie we understand the individuality of these sectors and the clients that operate within them. From social housing and education to manufacturing, retail and transport, our goal is to help our clients achieve their goals. We can reduce costs, risk and CO2 emissions, save time and help to create a high quality environment for people to work in. In short, we do it all. The following case studies give you an idea of the things our passionate people get up to.
Inspiring… A creative take on catering
In May 2013, Creative Taste, part of Mitie’s catering portfolio, took over operation of the Gallery Café at Dulwich Picture Gallery. We now run daily operations at the 70 cover café, as well as catering all hospitality events in the café, along with a large number held in the gallery and its grounds. Creative Taste introduced a new style of service and redesigned menus for the café having gained a complete understanding of Dulwich Picture Gallery’s profile and requirements. What’s more, we’ve fully refurbished the café space, and introduced an additional catering facility – a 1970’s converted Citroen H van called Bernadette – which provides an outdoor café and children’s offer in the gallery grounds. Our innovation and nimble approach has eased pressure on the main café during busy periods, provides visitors with a spacious seating area within the grounds, and has considerably increased sales.
+31% increase in average spend per visitor since the start of the contract a year ago
23 00 the thelittle littleguide guideto tobeing beingMitie Mitie
70
cover capacity at the Gallery Café, enhanced by our vintage catering van, Bernadette
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Inspiring… A sustainable strategy for waste management
We deliver waste management services to Mitchells & Butlers’ extensive and diverse UK estate. Building on our existing relationship with Mitchells & Butlers we’ve expanded what started as a single service pest control contract to provide recycling services at 1,600 restaurants and pubs nationwide. In April 2014 Mitchells & Butlers further expanded our contract to include delivery of mechanical and electrical maintenance across 85 of their sites for the next two years, with an additional value of £2m.
1,600+
restaurants and pubs throughout the UK
In a chain that includes well-known brands such as Harvester, Toby Carvery, and All Bar One, we’ve implemented our innovative approach to waste management, improving Mitchells & Butlers’ sustainable performance and reducing costs through a programme of material segregation and better supply chain management.
80%+
percentage of Mitchells & Butlers waste that is recycled
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Inspiring… Smarter services and safer working
We renewed our £75m integrated facilities management contract with Network Rail in March 2014, building on our long-term partnership to deliver a comprehensive range of FM services across their property portfolio for a further five years. As part of our ongoing strategic relationship, Mitie is improving site security, increasing efficiency and reducing costs for Network Rail by supplying its new Sentinel card service, the passport for working safely on the UK rail network. Mitie introduced the new Sentinel service to Network Rail in June 2013, replacing the basic laminated card system with a service incorporating smart card technology – the most advanced system of its kind in the UK – all managed via Mitie’s state-of-theart MiTec 24/7 technology centre.
90k
Network Rail employees and contractors work ‘trackside’ on or near Network Rail’s infrastructure, and must carry a valid card for inspection
The real time, automated service reduces site registration times, provides a live register of the people onsite and 100% authentication of ID and skills, improves protection for lone workers, and streamlines frontline processes.
100% authentication of ID and skills of the people working onsite, improving site safety
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Inspiring… An ethical approach to care
MiHomecare delivers over 6,250 hours of care per week to vulnerable people in Southwark with 380 support workers, making us the biggest care provider in the borough. We currently provide care for people who need additional help to stay in their own home, including people with dementia and mobility issues. Our services include meal preparation, medication management, washing, continence support and housework. Over 96% of our Southwark workforce lives in the borough, making this a local service provided by local people. Our focus on training and developing our people is consistently recognised by our clients and the people we care for, who praise the “exceptional way we work with the very vulnerable”.
6,250+ hours of care provided to vulnerable people in Southwark every week
96%
of our people who work in Southwark also live there; local people, providing a local service
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Inspiring‌ An integrated approach to FM
The Bank of Ireland appointed Mitie to deliver integrated facilities management across its estate in the Republic of Ireland, Northern Ireland and Great Britain. Mitie was appointed to provide a complete range of self-delivered services, including engineering maintenance, cleaning, landscaping, waste management, pest control, reception, and mailroom. The strategic, five year partnership has helped the Bank of Ireland to integrate services across its estate to drive significant efficiencies through an innovative and highquality service offering.
4,000+ reactive calls handled and resolved each month
515
number of Mitie people delivering services to Bank of Ireland
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Inspiring… A first rate response and significant savings
In November 2013 Mitie started a ten year, £177m contract to carry out housing repairs and maintenance for Hammersmith & Fulham Council. Having been awarded a three year £30m cyclical painting contract in January 2013, and building on our existing strategic partnership with the Council, we’re now responsible for providing reactive repairs and planned maintenance to over 17,000 social housing properties across the London borough. Our innovative approach to service delivery ensures that residents are a top priority; backed up by our 24/7 contact centre, which provides a flexible appointment system so that residents can select convenient times for repairs to take place.
17,000+ properties will be subject to reactive repairs and planned maintenance
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ÂŁ20m savings on repair bill over the next ten years
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Mitie 1 Harlequin Office Park Fieldfare Emersons Green Bristol BS16 7FN United Kingdom T: +44 (0) 117 970 8800 F: +44 (0) 117 301 4159 E: info@mitie.com
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