Integrated Facilities Management (IFM

Integrated Facilities Management (IFM)

243

Non-COVID facility incidents managed

16

full building power shutdowns

22%

Office Water Reduction (Canada + US)

~95%

RBC user satisfaction (Corrigo)

900

preventive maintenance tasks

42

major critical environment activities

11%

Energy reduction (Canadian Portfolio)

9%

Energy reduction (US Portfolio)

6.2%

Branch Portfolio Water Reduction (Canada + US)

Global Highlights

Accomplishments

Global • While maintaining a balance of COVID response and re-entry efforts as well as BAU activities, our IFM team achieved all its KPI targets in 2020. • IFM also successfully delivered its 2020 Process

Improvement (PII) and Innovation programs. This primarily consisted of migrating key operational deliverables to Corrigo, including building condition reports, RBC fund approvals and incident reporting.

North America • We exceeded our Guaranteed Savings Program target to achieve CA$10,590,349 in savings. This was CA$802M above target driven through sourcing contracts, MES selfperformance, energy, program solutions, operational expense control, etc. Canada • The organizational setup was re-structured to launch the

Centre of Excellence Team in June 2020.

• The operational vendor management program was also enabled to drive suppliers performance through cost, risk and experience. • The Regulatory Compliance Program servicing RBC’s owned portfolio launched three new regulatory inspections for backflow preventors, electrical panels and fuel tanks.

Looking Ahead…

Forward. Together: IFM One Team Approach for 2021 COVID-19 response and re-entry has become part of our IFM’s operating model. The team has been restructured to support COVID-19 operations while ensuring that the following contractual obligations and strategic initiatives are achieved:

Global Guaranteed savings program to achieve 2021 target of ~CA$9.9MM and support the offset of rising costs due to COVID-19

• Corrigo and Workplace Service Center management solution launch in CALA region - February 1, 2021 • Standardization of FM playbooks, reporting, compliance program delivery, Corrigo process and SharePoint • IFM One Team connected in December 2020 with the intent to look forward and plan for the future of the

RBC workplace and the role IFM will play in it. Ongoing sessions planned to keep the global IFM team (CRE &

JLL) thinking forward and working together Canada/Global • Launch of FM scorecard to drive financial stewardship and ownership of assigned FM portfolios in Q2 2021.

Canada • Priority on FM support to Janitorial RFP with additional focus on leveraging industry technology to reduce disinfection frequencies. This will be shared globally, if achieved.

US • Launch of US Energy and Environmental programs – planned for Q3 2021.