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May 2021

Your partner in paper and hygiene solutions

14 Locally Owned Cleaning Supply Stores Across New Zealand

PEFC certified This tissue product is from sustainably managed forest and controlled resources | 0508 727 433

Cleaning Supplies

The head office is now located at 8 Stanway Place, Ellerslie. Come and visit our new showroom


INCLEAN NZ is published by The Intermedia Group Pty Ltd on behalf of ISSA – The Worldwide Cleaning Industry Association. 41 Bridge Road, Glebe NSW 2037 Australia

Editor’s letter

PUBLISHER: Simon Cooper MANAGING EDITOR: Claire Hibbit E: P: +61 2 8586 6140 ADVERTISING MANAGER: Samantha Ewart E: P: +61 2 8586 6106 PRODUCTION MANAGER: Jacqui Cooper PRODUCTION ASSISTANT: Natasha Jara GRAPHIC DESIGNER: Alyssa Coundouris NEW ZEALAND SUBSCRIPTION RATE: 12 months (4 issues) – NZD $44.00 (inc GST) To subscribe call +61 1800 651 422 E:

INCLEAN NZ is owned by ISSA ABN: 44 617 407 020 P: +61 2 9890 4951 A: Suite 1, Level 1, 52 O’Connell Street, Parramatta, NSW, 2150 W:

DISCLAIMER: This publication is published by The Intermedia Group Ltd (the “Publisher”). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by New Zealand and international intellectual property laws. Unless you are authorised by law or the copyright owner to do so, you may not copy any of the materials. The mention of a product or service, person or company in this publication does not indicate the Publisher’s endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees. Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information. All express or implied terms, conditions, warranties, statements, assurances and representations in relation to the Publisher, its publications and its services are expressly excluded. To the extent permitted by law, the Publisher will not be liable for any damages including special, exemplary, punitive or consequential damages (including but not limited to economic loss or loss of profit or revenue or loss of opportunity) or indirect loss or damage of any kind arising in contract, tort or otherwise, even if advised of the possibility of such loss of profits or damages. While we use our best endeavours to ensure accuracy of the materials we create, to the extent permitted by law, the Publisher excludes all liability for loss resulting from any inaccuracies or false or misleading statements that may appear in this publication. Copyright © 2021 - The Intermedia Group Ltd


rofessional cleaning training and certification is more important than ever, especially when the industry is immersed in an ever-changing and challenging situation like a pandemic. Now, more than ever before, cleaning is recognised as an essential service and organisations are becoming more particular about who is providing this essential service to them. As the industry training organisation for the cleaning sector, Careerforce works with the cleaning industry to develop and maintain standards to ensure cleaners have the right knowledge and skills for their increasing and evolving responsibilities. Read how Careerforce is supporting the industry in our feature on page 20. COVID-19 has also highlighted the critical role cleaning teams play in keeping building occupants safe and healthy. The effectiveness of the cleaning programs in the buildings they occupy can have a real impact on health. Cleaning effectiveness can be directly tied to an organisation’s standard operating procedure (SOP). It is important to ensure you have an SOP aligned with your company’s objectives – and those of your stakeholders – to create safe and healthy building environments. Read how standard operating procedures can set up your organisation for long term success on page 18. In this issue, we also examine how cleaning companies have adjusted to the 21st century customer – one that is more knowledgeable about the industry than ever before – and why your cleaning teams need to demonstrate they are experts in the cleaning, sanitising, and disinfecting of in customers’ facilities. Meanwhile, our restoration focus highlights the power of connected restoration equipment that speeds set up, job monitoring, and documentation while building up your reputation. And, if you’re just starting out or thinking of giving your company a marketing makeover, we have five tips to help give your company the image it needs to find success. As the sector’s trade magazine, we are focused on keeping the industry connected and informed. If you have a positive news story to share with the team, please get in touch at

Claire Hibbit Managing Editor



What’s on 2021 The Cleaning Show 8-10 June 2021

The UK’s largest cleaning and hygiene event will be held at Excel London.

ISSA Show Canada 9-11 June 2021

ISSA Show Canada is Canada’s leading trade show for facility service providers.

ISSA Pulire

7-9 September 2021 Italy’s professional cleaning exhibition will be held in Verona.

Wed 15 - Thu 16 September 2021

Clean NZ

Newmarket Room, Ellerslie Racecourse, Auckland, New Zealand

15-16 September 2021 Clean NZ is New Zealand’s only dedicated trade event for the cleaning industry.


Registration open for ISSA Cleaning & Hygiene Expo

OCS goes carbon neutral


The event convenes more than 3000 industry decision-makers annually.

OCS achieves Toitū carbonzero certification across both Australian and New Zealand businesses.

Europe’s leading cleaning trade fair will take place virtually.

Living Wage movement announces new rate

CMS Berlin 2021 launches digital offer

New Living Wage rate to rise to $22.75 per hour, effective from 1 September.

CMS will again be held live in 2023 at the Berlin exhibition grounds.

Avalon SteriTech, SoftBank Robotics launch joint venture

Essity starts testing of first CO2 emission-free large-scale paper production

21-24 September 2021

23-24 MARCH 2021 SYDNEY

ISSA Cleaning & Hygiene Expo 12-13 October 2021

The cleaning industry’s premier trade event will be held at ICC Sydney.

Total Facilities

Avalon SteriTech and SoftBank Robotics Group to develop public healthcare and hygiene solutions.

Essity aims to be world’s first large-scale tissue facility with fossil CO2 emission-free production.

12-13 October 2021


The FM event will coincide with the ISSA Cleaning & Hygiene Expo at ICC Sydney.

RapidClean has 14 cleaning supply stores across New Zealand, providing customers with the support of a national organisation while providing a local service, cost effective one-stop-shop solution. In 2021, RapidClean and Cottonsoft’s successful partnership continues, with the ongoing supply of Livi brand tissue and hygiene products. Read more about the partnership on page 12.

Thank Your Cleaner Day 20 October 2021

NZ-based social initiative to recognise the work of the cleaning industry. 4 INCLEAN NEW ZEALAND May 2021





03 Editor’s letter 10 Industry news 12 Cover story 38 Opinion 43 Products


08 Features

06 Disinfectant wipes – How and why do they meet the challenge of COVID-19? Protecting against multiple pathogens including SARS-CoV-2. 08 Nine cornerstones of infection prevention for non-healthcare facilities A checklist for creating an infection prevention programme. 16 A disinfection program for the 21st century customer Understanding and adapting to the 21st century customer. 18 How to implement and maintain an SOP Standard operating procedures set up your organisation for long-term success. 20 Quality training and innovation– what the cleaning industry needs right now How Careerforce is training and upskilling the cleaning industry post-COVID. 24 Peering into GBAC A powerful and positive influence on the global cleaning industry. 28 Power of connected restoration equipment A look at the rise of smart restoration equipment and technology. 32 COVID-19 and HVAC systems Why cleaning and disinfecting air conveyance systems has never been more critical. 36 Five ways to brand your cleaning business Why good branding is good business.


39 5


Disinfectant wipes – How and why do they meet the challenge of COVID-19?


urface disinfection is always important, and it has been at the forefront of the response to the COVID-19 pandemic. The advice from public health, scientific, and governmental authorities has been to clean surfaces and hands frequently to break the chain of infection. In most settings the aim is to clean more often and more visibly to reassure customers, guests and staff while also providing the best possible protection against the virus. The ready-to-use Oxivir® Wipe is a good way to meet this challenge; that combines the convenience of a wipe with disinfection properties and the confidence that it is approved as a disinfectant for use against COVID-19 as it is listed in the Australian Register of Therapeutic Goods (ARTG). Oxivir Wipes offer a convenient, simple, fast, and safe means to clean and disinfect hard surfaces. Choosing the right disinfectant is an important decision and there are a lot of different products on the market. It is essential to ensure the choice of product will be effective against the pathogens of concern. At the moment, on top of most people’s list is the SARS-CoV-2 virus that causes COVID-19. SARS-CoV-2 is an enveloped virus, a class of virus that is generally easy to kill. In Australia, virucidal & fungicidal claims are specific claims that require products to be listed in the ARTG.

PROTECTING AGAINST MULTIPLE PATHOGENS INCLUDING SARS-COV-2 The active ingredient in Oxivir Wipes is Accelerated Hydrogen Peroxide(AHP). The disinfectant properties of hydrogen peroxide have been known for many years. 6 INCLEAN NEW ZEALAND May 2021

It is an oxidising agent that binds to the walls of an organism and causes damage that quickly makes it die. AHP builds on this capability by combining low levels of hydrogen peroxide with a patented blend of commonly used, safe ingredients. This dramatically increases the disinfection potency and cleaning performance of the combined formulation. Products containing AHP have been tested and shown to kill viruses - including enveloped viruses - in one minute. In fact, Diversey’s disinfectants containing various active levels of AHP offer a broad-spectrum protection: they are highly effective against a wide range of viruses, bacteria spores, yeasts, and fungi, including C. diff, MRSA, VRE, Norovirus, E. coli, and P. aeruginosa.

EFFECTIVE AGAINST CORONAVIRUS IN ONE MINUTE: SHORTER CONTACT TIMES Oxivir Wipes are effective against coronaviruses and many other viruses in one minute. This is up to ten times faster than many ordinary disinfectants. In practical terms this means an Oxivir Wipe disinfects as it cleans during a single wipe across a surface. They are believed to be the only wipe on the market that combines this level of cleaning and disinfection in a single product. All disinfectants are tested for their ability to reduce the number of pathogens of concern by a specified amount, as described by each particular standard. The time this takes is known as the contact time and it varies from disinfectant to disinfectant. Contact time must be realistically short so that pathogens are killed before the surface dries. Many products on the market are effective

against enveloped viruses but only AHP offers full virucidal performance in realistic and practical contact times.

SIMPLE AND SAFE TO USE AT ANY TIME AHP’s ability to kill pathogens quickly makes Oxivir Wipes ideal for frequent cleaning. The user simply wipes the surface and moves on knowing that the disinfectant will work before it dries. With an Oxivir Wipe, liquid is always present at the correct concentration for effective disinfection. That means the right amount of disinfectant is wiped onto the surface for fast and effective performance every time. There is no need to wear PPE, take special precautions, rinse the surface, worry about preparing solutions, or using special equipment. Users simply wipe the surface and move on. Oxivir Wipes are non-corrosive and nonirritating to the skin. They can be used without wearing PPE and carry no hazard classification. Nor do they contain volatile organic compounds (VOCs), alkylphenol ethoxylates (APEs), nonylphenol ethoxylates (NPEs). Because of this they are ideal when highly visible frequent cleaning will provide additional reassurance to customers, guests, and staff.

SUITABLE FOR ALMOST EVERY HARD SURFACE The wipes are to use on almost any surface which makes them ideal for any setting where high performance disinfection is essential. They are suitable for surfaces including stainless steel, chrome, vinyl / PVC, nylon, laminated wall panels, glass, rubber, and such as polypropylene (PP), HDPE polyethylene, fibreglass and polycarbonate.


and a further 23 per cent* will order but leave before completing their meal, according to the research. Almost two thirds of these say they will never go back. The cleanliness of tables, including tablecloths, cutlery and floors were the three most significant factors in assessing the restaurant’s cleanliness and hygiene. In hotels, almost 70 per cent* of hotel guests say that cleanliness and hygiene was the most important factor when making recommendations to friends and colleagues.

Using a ready-to-use wipe saves time because there is no need to worry about preparing solutions or using special equipment. Nor is any special training required. All of this can make a wipe a sustainable option for many applications. Oxivir Wipes offer additional sustainability benefits. The active AHP ingredient breaks down to water and oxygen shortly. This helps make Oxivir Wipes a highly sustainable alternative to other types of cleaning chemicals or disinfectants.



The main purpose of cleaning and hygiene is to create an environment that is safe and pleasant. We know that people react to bad hygiene. In retail settings, for example, studies show that over half of people will buy less or nothing at all if they think a shop is dirty. Customers reduce their spend by an average of 45 per cent* in supermarkets with a poor appearance. Around half of all customers won’t return to an unclean store. Different studies reveal similar behaviour in restaurants. Over one third of people who enter a dirty restaurant will leave immediately

Diversey has created a comprehensive knowledge database called “Enhanced Cleaning and Disinfection During and Post-COVID-19”. This extensive library includes information about the virus and the processes and products that will be effective against it. It is designed to help facilities plan their cleaning operations create safer, cleaner and healthier environments as they continue their operations or reopen after lockdown. Contact to request a copy. ■

Surface disinfection is always important, and it has been at the forefront of the response to the COVID-19 pandemic.

Reference: *Contact Diversey AU for white paper research reference – All logos and trademarks are owned by or licensed to Diversey, Inc. © 2021 Diversey, Inc. All Rights Reserved. These materials are provided for general information purposes only and do not replace each user’s responsibility to assess the operational, legal and other requirements applicable to each facility. Kills



(COVID-19 virus)




18 Disinfectants APPROVED

- Virucidal

AUST R 164850

to kill SARS-CoV-2 (COVID-19 virus)*

*ARTG registered List 4 Feb2021. All logos and trademarks are owned by or licensed to Diversey, Inc. © 2021 Diversey, Inc. All Rights Reserved. These materials are provided for general information purposes only and do not replace each user’s responsibility to assess the operational, legal and other requirements applicable to each facility. 7


Nine cornerstones of infection prevention for non-healthcare facilities


n outbreak can occur at any time and there is much a facility can do to plan in advance what they might need and how they will react. Being prepared will remove uncertainty at a critical time and ensure the facility can respond quickly and effectively. Each situation will vary depending on the specific circumstances, but every infection prevention programme will most likely be based on a core set of tasks such as those outlined in our checklist below. 1. Preparation/risk assessment: The best infection prevention programmes are developed before a crisis. It is critical to build a team that meets regularly and is empowered to make decisions for the facility. This team will identify potential gaps in how the facility would respond to specific challenges, such as an outbreak of Influenza, Ebola, or MERS. With COVID-19, for example, Diversey has created a comprehensive knowledge database that is packed with useful information which facilities may use to prepare and implement preventative measures and enhanced hygiene guidelines. After completing the risk assessment, the team should make recommendations to the facility. These might include, for example, adding more handwashing/sanitising stations or larger storage capacity for any infection prevention supplies that may be required. Modifications like these take time which is why it is always best to plan well before any possible outbreak. The team’s recommendations may also include ensuring there will be enough supplies of items such as disinfectants, disinfectant wipes, hand hygiene products, facial tissues, toilet paper and extra waste bins to use during an outbreak. 2. Vaccinations: Providing and/or requiring employee vaccinations, wherever possible, helps to protect staff and prevent transmission of pathogens to guests/customers. Healthcare facilities in many countries now require their employees to have annual influenza vaccinations, for example. We encourage this in other sectors where practical. 3. Communication materials: Signs and other communication materials are essential if a facility wants its customers/guests to perform certain behaviours such as washing hands or using hand sanitisers. Good designs will help the facility maintain high levels of compliance, instil confidence and enhance its reputation. 4. Stock supplies: If an outbreak should occur or there is a new pathogen of concern the facility will be able to respond much 8 INCLEAN NEW ZEALAND May 2021

more quickly if it knows in advance what supplies will be needed and their lead times. Items to consider include cleaning products, disinfectants, hand hygiene products, disposable wipes, paper towels, waste bags and bins, toilet paper, bottled water, gloves, gowns, masks, and so on. Planning should include not just the items needed but how much to order and when to ensure continuity of supply. It can also be useful to plan for extra waste collections to deal with increased volumes. 5. Hand hygiene: Frequent hand hygiene is the simplest and most cost-effective way to prevent the spread of pathogens. Studies in healthcare settings demonstrate that access to hand hygiene is the best predictor of whether people will perform it frequently. Washing with soap and water is effective at removing viruses and other pathogens. If additional products such as antimicrobial hand rubs or gels are used it is vital to ensure they meet relevant standards and are effective against pathogens of concern. For example, SARS-CoV-2, the virus that causes COVID-19, is an enveloped virus. This type of virus is generally easy to kill. 6. Surface cleaners/disinfectants: Clean hands will not help stop the spread of infections if they then touch a dirty or contaminated surface. It is therefore critical to clean surfaces regularly using suitable products, disinfectants, and tools (e.g. cloths, spray bottles, etc) as part of an established daily routine. In the event of an outbreak or new pathogen of concern, it may be necessary to change products or increase the frequency of cleaning in the event of a new outbreak or pathogen of concern. Disinfectants that can be legally supplied in Australia have to be listed in the Australian Register of Therapeutic Goods (ARTG) Diversey is leading the way and offer 18 approved disinfectants to kill COVID-19*, see 7. Cleaning practices, standards, and schedules: All facilities should have standard cleaning practices that should detail: • Materials needed • Cleaning methods to use • Surfaces or equipment to be cleaned/disinfected • How often the cleaning frequency will be increased or otherwise modified in the event of an outbreak or emergence of a new pathogen of concern • Checklists and other work management tools prepared in advance to introduce enhanced cleaning if needed. The aim is to make sure there is no question of what to do – only when to start doing it. Cleaning should include standard recommendations such as:

INDUSTRY // SPONSORED • Maintain a constant flow in a room to avoid contamination of cleaned surfaces • Perform hand hygiene before and after cleaning a room • Use PPE to protect staff from products being used (if appropriate) and any potential pathogens in the environment • Clean from high to low when practical • Clean from dry to wet when possible • Clean from cleanest to dirtiest to minimize the risk of contamination to more hygienic surfaces. 8. Personal protective equipment: Workers may need gloves, gowns, masks, and eye protection depending on the pathogens of concern. As with other parts of the facility’s plan, any PPE required should be decided in advance so that there are no questions or delays when it is needed. Staff will need training on how to use the PPE, including the correct way to put it on and take it off. Staff should also understand they need to complete effective hand hygiene before and after using PPE.

9. Compliance monitoring: Many healthcare facilities have well-designed programmes to monitor hand hygiene, surface cleaning, and PPE usage compliance. This means that they are able to hold themselves accountable not just for having the correct policies but for also following them. Non-healthcare facilities should consider if a similar approach to compliance monitoring will ensure staff are performing as expected to protect themselves and those around them. Diversey has created a comprehensive knowledge database called “Enhanced Cleaning and Disinfection During and Post-COVID-19”. This extensive library includes information about the virus and the processes and products that will be effective against it. It is designed to help facilities plan their cleaning operations create safer, cleaner, and healthier environments as they continue their operations or reopen after lockdown. Contact to request a copy. ■

Being prepared will remove uncertainty at a critical time and ensure the facility can respond quickly and effectively.

Reference: *3 Feb 2021, All logos and trademarks are owned by or licensed to Diversey, Inc. © 2021 Diversey, Inc. All Rights Reserved. These materials are provided for general information purposes only and do not replace each user’s responsibility to assess the operational, legal and other requirements applicable to each facility.

Leading the way Kills SARS-CoV-2

(COVID-19 virus)

D1 W9

Taskforce J-Fill™ Commercial Grade Disinfectant Cleaner Active Ingredient: Benzalkonium Chloride 19.2%w/w. Taskforce J-Fill is a cleaner and disinfectant for use on all washroom hard surfaces. Taskforce J-Fill provides a disinfecting action on hard surfaces when used as directed, as well as providing cleaning power. Taskforce J-Fill leaves a pleasant long lasting fragrance for just cleaned freshness. Kills SARS-CoV-2 (COVID-19 virus).




HH15425 390000942

Diversey 072


390000942 Taskforce J-Fill W9 AU | 2.5L FRONT | v06.indd 1

PMS 2603

24/10/19 5:13 pm

Check out our full range today! 0800 803 615

*ARTG 334780(Taskforce J-Fill), ARTG 153031(Virex II , J-flex/J-fill), ARTG 338310(Spectrum), ARTG 338290(Taskforce), ARTG 338592(Oxivir Tb Wipes Class llB), ARTG 164850 (Oxivir Tb Wipes), ARTG 286618 and ARTG 339807 (Oxivir Five 16), ARTG 339933(Shield Citrus) ARTG165058 (Oxivir Tb RTU), ARTG 343051 (Oxivir Excel Wipes). All logos and trademarks are owned by or licensed to Diversey, Inc. © 2021 Diversey, Inc. All Rights Reserved. These materials are provided for general information purposes only and do not replace each user’s responsibility to assess the operational, legal and other requirements applicable to each facility. 9


Registration open for ISSA Cleaning & Hygiene Expo Registration is now open for the ISSA Cleaning & Hygiene Expo. The ISSA Cleaning & Hygiene Expo – Australia’s only dedicated cleaning and hygiene show – runs from 12-13 October 2021 at the International Convention Centre (ICC) Sydney. Hosted by ISSA, the worldwide cleaning industry association, the event convenes more than 3000 industry decision-makers annually. This year the trade show will coincide with facilities management event, Total Facilities, which will also take place on 11-13 October at the ICC Sydney.

Sponsors of the ISSA Cleaning & Hygiene Expo include Makita, BIC Services, Victory Innovations Co, ACCO, Airhygiene Training, JS Hayes, Oates, Tennant and Whiteley Corporation. To register for the ISSA Cleaning & Hygiene Expo visit For information about the ISSA Cleaning & Hygiene Expo visit the website or contact Samantha Ewart by calling (612) 8586 6106 or email

i-spraywash certified for use in food establishments i-team ANZ has received another significant vote of confidence for its foam cleaning system, i-spraywash. After successfully completing the HACCP evaluation program, the i-spraywash gun and cleaning tablets are now certified by HACCP Australia as compliant and suitable for use within the food industry. The i-spraywash is a foaming cleaning system which reduces washroom and kitchen cleaning time. HACCP Australia is a leading food science organisation, specialising in the HACCP food safety methodology and its applications within the food and related non-food industries. This certification is highly recognised in the food industry and allows the i-spraywash to be used for cleaning food production plants, kitchens, and cooking facilities. “We are excited to announce HACCP certification for i-spraywash foam cleaning system to support its introduction to the ANZ market,” the company said. “The HACCP Australia program confirms the suitability of i-spraywash for cleaning in the food industry, building on its most popular application which is washroom cleaning. i-spraywash gained rapid market acceptance in Europe due to the efficiency and effectiveness of the system, and we are now seeing the same in Australia and New Zealand.”



OCS goes carbon neutral OCS has achieved Toitū carbonzero certification across both its Australian and New Zealand businesses, becoming the first Australasian company of its type to receive this certification. The achievement was published in the company’s recent 2020 sustainability report. Since 2017, OCS has worked with Toitū Envirocare to measure its operational greenhouse gas emissions and put in place strategies to manage and reduce its carbon footprint each year, achieving Toitū carbonreduce certification in New Zealand for the last two years. OCS Australia New Zealand managing director, Gareth Marriott, says the Australian arm of the business was also recently audited and instead of bringing both businesses into the Toitū carbonreduce programme, Marriott decided to fast-track their plans by taking the next step in their sustainability journey to become carbon neutral. “Our goal is to ensure OCS is a business which is in harmony with our environment, setting an example for other facilities management services businesses around our region and the world. “Over the years, we’ve worked closely with our suppliers and customers to reduce our carbon footprint and our impact on the environment. In particular, through analysing our fleet and reducing our fuel consumption and CO2 emissions by moving to electric and hybrid vehicles, changing our New Zealand electricity supplier to Ecotricity and implementing innovative waste solutions on customer sites to reduce, reuse and recycle. “Decarbonising our entire business to reach carbon neutral is a major step towards meeting our strategic business objective of being the most environmentally sustainable business in our sector by 2030.”

GBAC accreditation available for cleaning service providers The Global Biorisk Advisory Council (GBAC), a division of ISSA, has launched the GBAC STAR Service Accreditation Program for building service contractors (BSCs) and other outsourced cleaning service providers. The newest member of the GBAC STAR portfolio, GBAC STAR Service accreditation provides third-party validation of a cleaning service provider’s cleaning, disinfection, and infection prevention protocols and procedures. “Building service contractors are on the frontlines of cleaning, disinfecting, and infection prevention of facilities during the pandemic, and many are looking for ways to promote their expertise,” said GBAC executive director Patricia Olinger. “Expanding GBAC STAR accreditation to these service providers enables them to expand their knowledge of cleaning, disinfection, and infection prevention, and to demonstrate to customers and prospects that they can manage risks today and in the future.” BSCs and other cleaning service providers that want to demonstrate their commitment to building occupant health and safely through a respected, third-party accreditation can achieve GBAC STAR Service accreditation by completing the program’s training requirements and implementation guidelines. This program is ideal for facilities seeking ways to prevent the spread of infection among staff, customers, and guests, and be fully prepared for potential outbreaks in the future. John Barrett, executive director, ISSA, said BSCs can pursue GBAC STAR Service accreditation to further enhance their service offerings and complement the GBAC STAR Facility accreditation to which more than 4000 facilities around the world are committed to achieving. Cleaning service providers can apply for GBAC STAR accreditation at INCLEAN is published by the Intermedia Group of behalf of ISSA

The Clean Crew launches bespoke cleaning app Following two years of development and trials, The Clean Crew has launched an app that guides its cleaning team through a job, with photography and video evidence verified by supervisors and available for the client. The Clean Crew managing director Gary Singh said as the world grapples with a pandemic, there has been an increases spotlight on cleaning and hygiene standards and the app acts is a new tool that provides peace of mind for clients, their employees and customers. The Clean Crew offers commercial cleaning services across Hawke’s Bay, Palmerston North and Nelson and has plans to expand into new regions in 2021. Singh said the app, developed by Hamilton-based app developer Black Quadrant Technologies (BQT), has increased the consistency of cleaning tasks and vastly enhanced client retention. A customer survey found that 93 per cent rated their cleaning service highly and that any complaints are resolved within an hour. However, Singh wanted to raise the bar and believed that a mobile technology-based audit tool was the answer. “The commercial cleaning sector struggles to retain customers, and I wanted to ensure that we can stand by the quality of our work

and the app offers us a way of showing our clients that the job has been done to their expectation time and again. “It’s time technology is introduced to the cleaning sector for the labour component of the service. There’s a steady flow of new equipment and cleaning products but this is a world-first.” The bespoke app, called Convoy, gives instructions of each cleaning job, pre-programmed instructions, special requests, arrival and departure times and client feedback. The cleaner takes photos of specific areas as they clean which are uploaded into the system in real time, providing visual proof that they have completed the job. Singh said the next step will be to introduce image recognition powered Artificial Intelligence (AI) technology that will enable the cleaner to audit their work in real time. The cleaner will be able to scan the area, clicking pictures and recording video, that will be inputted to an AI engine, which analyses the cleanliness of the premise in real time. Once the cleanliness is above a certain threshold, the job will be marked completed, with an update is sent to a quality supervisor for a visual test. A report of the clean is sent to the client. 11

The Rapid Group is very focused on offering excellent service levels, great products and honest advice at a cost effective price. RapidClean has 14 cleaning supply stores located throughout New Zealand and our aim is to provide our customers with the support of a national organisation while providing a local service, offering a single sourcing, cost effective one-stop-shop solution. Our stores are owned and managed by cleaning supply experts who supply a huge range of cleaning, packaging, catering and safety products. Our turnover is over $100m and we use our huge buying power to save our customers money on excellent products and support them with our product knowledge and experience.

NATIONAL ACCOUNTS Our National Account customers benefit from selecting their product range at head office and negotiating a price utilising their collated buying power complemented with a centralised national account. What sets us apart from multi-national “box movers” is our delivery system and the fact all profits stay in New Zealand. Our products are delivered to you by a RapidClean team member who know exactly what’s in the box, how it works and how to service it. This unique system offers our customers a “one-stop-shop” solution, from sales to repairs.

ON-LINE SUPPORT RapidClean products are supported by a complete package of educational material including safety data sheets, product information sheets, risk assessment sheets, wall charts, training manuals and 14 online training courses. These are easily accessible from our website or can be collated and provided in hard copy.

WHY CHOOSE RAPIDCLEAN? RapidClean has been trading for over 30 years. RapidClean have 14 stores in New Zealand and can supply nationally. RapidClean stores in New Zealand are all New Zealand owned and managed. All profits stay in New Zealand. RapidClean have a huge range of cleaning, catering, packaging and safety supplies. RapidClean stock the best brands from the best suppliers. RapidClean sell and service cleaning equipment. RapidClean offer National Accounts for large customers. RapidClean has huge buying power which enables us to pass on the savings to our customers.

STORE LOCATIONS Bay Direct Distributors


07 578 2501

Cleancare Supplies


06 8672898

Cleaning Oasis


09 435 4211

Commercial Cleaning Repairs


09 836 0937

Counties Cleaning Supplies


09 238 5414

Counties Cleaning Supplies


0800 737 849

Diverse Distributors


07 348 3163

Philip Moore Cleaning Supplies

Te Aro

04 384 5377

Specialist Cleaning Supplies

Palmerston North 06 354 0973

VJ Distributors


06 879 6158

Waikato Cleaning Supplies


07 847 8344

Christchurch Cleaning Supplies


03 366 7288



03 548 3191

Otago Cleaning Supplies


03 456 1667

RapidClean is Quality Assured

RAPIDCLEAN & COTTONSOFT PARTNERING IN 2021 RapidClean and Cottonsoft’s successful partnership continues into 2021 with the ongoing supply of LIVI® brand tissue and hygiene products. Cottonsoft is a New Zealand operated and managed company that manufactures high quality toilet and tissue paper products. Its LIVI® brand has a wide range of Away-from-Home lines for commercial and private facilities nationwide. These include toilet paper, paper hand towel, facial tissues, commercial wipes, soaps, sanitisers and complementing dispenser systems. A new look Livi range is launching in 2021. The refreshed look is modern and clean and features the signature Livi leaf pattern across the Everyday, Essentials and Impressa range. We’ve maintained the same colours to ensure the new look is easy to recognise across the three tiers. As part of the new branding, Livi Basics is now called Livi Everyday. The LIVI® brand offers Bathroom Tissue, Facial Tissue, Paper Towel and Napkin products across three tiers – Everyday, Essentials and Impressa – as well as Soap, Sanitiser and dispensers, satisfying the requirements of RapidClean’s customers throughout multiple, diverse industries. The standard and scope of products have made it a logical choice for its flexibility and cost-effectiveness, without compromising on quality and hygiene.

LIVI® PRODUCT RANGE LIVI® products are split into 3 ranges to meet the quality requirements and budgetary constraints of all customers.

LIVI® Everyday A concise range for high volume facilities


2 ply 300m Jumbo Roll


3ply 225 Sheet Toilet Tissue


3ply 225s Toilet Tissue Roll


200 Sheet Multifold Towel


2ply 300m Jumbo Toilet Roll


2 ply 400 sheet Toilet Tissue

PARTNERSHIP THAT BENEFITS OUR CUSTOMERS RapidClean supplies LIVI® products to many different customers including building service contractors, health care facilities, schools and hospitality businesses. (LIVI® Towels and Wipes are HACCP certified, a critical feature for hospitality and food manufacturing applications.) Together, the two companies devise combined solution propositions tailored to customers’ needs. Nationwide availability of LIVI® products guarantees consistency of supply into RapidClean outlets throughout New Zealand. This is an important factor for RapidClean, who appreciate being able to provide customers with their preferred products, wherever they are located. Customers can count on LIVI® for sustainable procurement as all products are PEFC Certified. PEFC is the world’s largest forest certification system. Its purpose is to transform the way forests are managed for long-term environmental, social and economic benefits.

LIVI® Essentials Premium products for all of your daily needs

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CrestClean sets the bar high with training and upskilling CrestClean personnel have completed 1038 Master Cleaners Training Institute courses over the past year, demonstrating the company’s ongoing commitment to professionalism in the cleaning industry. General Manager Training Liezl Foxcroft said despite lockdowns over the past 12 months, the number of CrestClean employees to undergo training has increased by a third, indicating that franchisees are staying with the company longer and choosing to grow their businesses. The introduction of pandemic training, including courses on how to carry out deep cleans and sanitising, has contributed to the increase in upskilling, says Liezl. “Many businesses have continued with our sanitising service. They value having healthy, clean workplaces for their staff,” said Foxcroft. “With a heightened awareness about health and hygiene, businesses are seeking a cleaning service that is not only carried

Induction trainer Samy Goundar trains new CrestClean franchisees Arlene and Rimmar Singgo

out efficiently, but one that is backed by science. All CrestClean’s personnel are trained to a high standard, based on international best practice.” The Master Cleaners Training Institute was established by CrestClean in 2012 to raise the standards and status of the cleaning industry in New Zealand. It is based on and draws expertise from the British Institute of Cleaning Science, the largest independent, professional and educational body within the cleaning industry. “In the absence of a governing body here in New Zealand, we wanted to set the bar, and set it high,” adds Foxcroft “We don’t just train, we assess as well, to ensure people are competent in what they are taught. You can have the equipment, the chemicals and the staff, but without training, you have nothing. It is the training that underpins success.”

Hard Floor Care Instructor Pinakin Patel, with a group of CrestClean trainees

Avalon SteriTech, SoftBank Robotics launch joint venture Avalon SteriTech and SoftBank Robotics Group (SBRG) have announced a joint venture focusing on the development of innovative products and technologies that aim to benefit public health and wellbeing. As a newly established joint venture, Avalon Robotics will play a key role in global product planning, research and development, business development, marketing, sales and distribution of Whiz Gambit and other technologies. The immediate goal of the joint venture is to introduce biodecontamination capabilities to Whiz, the industry-leading autonomous AI cleaning robot. Avalon and SBRG, jointly aim to take cleaning and biodecontamination beyond what is visible as a way to raise public confidence and achieve a greater sense of public and personal safety in communities worldwide, especially during the COVID-19 pandemic. Kenichi Yoshida, Chief Business Officer of SoftBank Robotics Corp, said the company had been reviewing many disinfectant formats to enhance Whiz with an add-on function to deliver thorough floorcare cleaning and achieve disinfection efficacy. “Avalon SteriTech is able to fulfil the high environmental regulatory standards after our extensive collaborative research work with them. We believe this partnership with Avalon SteriTech will continue to bring us from strength to strength as we endeavour to pursue and


design new products and robotic solutions to address the new public health requirements.” The agreement will be operationally managed by Avalon, which will become SBRG’s first and only global disinfection sprayer partner. It will also pave the way for future collaborations and technologies as both companies look towards new potential markets in Hong Kong and globally.














A disinfection program for the 21st century customer How cleaning companies can take the lead in times of change.

Words Ron Segura



he cleaning industry has experienced constant change during the last several years. We have transitioned to better cleaning processes, which have resulted in a better work environment for custodial staff and a safer indoor environment for building occupants. We have adjusted to a different kind of customer, the 21st century customer who is more knowledgeable about our business and the cleaning industry than ever before. We have been forced to implement new technologies into how we provide services to our customers. Because of the COVID-19 pandemic, we are called upon to adjust the way once again we do business. Now more than ever, it is vital that we demonstrate that we are experts in the cleaning, sanitising, and disinfecting of our customers’ facilities. You need to identify the benefits your disinfection program brings to your customers. You can show these benefits in the following areas: • Training program – What is included in your training program that will benefit your customers? Remember building occupants are now bombarded with information on disinfection. Emphasise that proper training allows your staff to properly disinfect your customers’ facilities. • Technology – Provide an overview of the technology used in different disinfection programs. Describe the disinfection process that you use and explain the benefits to your customer. • Management – How are you going to assure your customers that your staff will adhere to the agreed upon disinfection program? What type of documentation will you provide to customers?

Develop a pandemic disinfection team to keep the communication lines open. This team should be composed of the following: 1. Operations management (managers, supervisors, leads) 2. Frontline representative (utility person, custodian) 3. Executive management (CEO, vice president of operations, or owner) 4. Distributor representative 5. Manufacturer representative (disinfectant manufacturer, equipment representative) 6. Customer representative (a customer who has benefited from your program)


Ron Segura is president of Segura Associates. He can be reached at This article first appeared in CMM and has been re-published with permission. ■

We’ve learned how important customer communication is during the pandemic. The 21st century customer wants to be informed! What more can you do to demonstrate your organisation’s expertise? 16 INCLEAN NEW ZEALAND May 2021

WEBSITE MARKETING The 21st century customer vets prospective building service contractors by researching the service providers’ websites. Here are some simple ways your website can highlight benefits of doing business with you: Show customers – All pictures on your website should show your actual employees and always show your company logo. Make sure pictured employees are wearing proper personal protective (PPE). Educate customers – Explain the difference between cleaning, sanitising, and disinfecting. Highlight your methods and offer a clear contact for customer questions. Let them know you have a disinfection team in place. The pandemic is changing our lives, and some say this change is the new normal. As an industry we can adapt, but more importantly, we can lead. We need to be the drivers of change and provide our customer with safe and healthy facilities. That is what the 21st century customer expects of us.









How to implement and maintain a standard operating procedure (SOP) Standard operating procedures set up your organisation for long-term success. Words Tim Poskin




leaning organisations play a critical role in keeping building occupants safe and healthy. A Berkeley National Laboratory survey found that in North America and Europe people spend more than 90 per cent of their time indoors. This means the effectiveness of the cleaning programs in the buildings they occupy can have a real impact on their health. Poor cleaning, for example, can contribute to poor health, but effective cleaning can potentially save lives. Cleaning effectiveness can be directly tied to an organisation’s standard operating procedure (SOP). It is important, now more than ever, to ensure you have an SOP aligned with your company’s objectives – and those of your stakeholders – to create safe and healthy building environments. While some organisations have individual components of an SOP, many lack a fully designed and implemented procedure. Here are some guidelines to help you create and maintain a successful SOP for your cleaning organisation.

WHAT ARE SOPS? Simply put, SOPs are brief, easy-to-understandand-use documents that show action points and workflows. You can use SOPs to create process flowcharts for performing defined tasks. A wellthought-out SOP for a cleaning organisation outlines steps (so you don’t have to repeat them) for routine actions like: • Onboarding and training new employees • Performing cleaning tasks • Managing employees (both managers and workers) • Fulfilling human resource practices • Workloading cleaning tasks • Standardising tool use • Encouraging employee recognition and engagement.

THREE PILLARS OF AN SOP The most successful organisations use an SOP for standardising operations to achieve stability and growth. There is no one-size-fits-all process for writing an SOP, but one key point is to not overcomplicate the process. Here are three major pillars to help build your SOP: 1. Create a blueprint of your company’s most repetitive tasks—The blueprint should include duties performed on a repeated basis such as the actions listed above and other less-frequent tasks. Now is the time to detail those tasks in writing in order to assure your existing success

and help you prepare for the next level. The blueprint will allow for accountability and improve how the work is done, creating longterm sustainability. 2. Outline and launch each blueprint’s processes—The size of your organisation will determine the scope and complexities involved in creating the blueprint. The larger an organisation is, the more time and resources it will need. Start at the very beginning to identify and engage stakeholders that will be affected by as well as contribute to the SOP’s success. Communicate with everyone, not just managers, who’ll be working on any step or specific task of this process. Communication will keep everyone on the same page and aligned with the standardization of procedures. 3. Assign and automate routine tasks with the required level of detail—Maintaining your cleaning organisation’s SOP is as important as writing it. The job doesn’t end the moment you’ve launched your procedure. Cleaning is dynamic as it responds to current demands. You’ll need to update it as the need arises. One common practice is to update your SOP at least once per year. Doing this and adding new notes to each blueprint will keep employees on task. It will also remind them that they must adhere to set procedures.

SOPS SET UP LONG-TERM SUCCESS If an SOP doesn’t exist, then employees are forced to come to you with questions instead of relying on outlined solutions. At a systems level, an SOP outputs a safe and healthy environment. It isn’t just about having a poster to put on the wall, or a folder of documents and flowcharts stored on the cloud to use in case of an emergency. It’s about setting your organization up to improve so that it becomes stronger, both for its workers and its stakeholders. Employees and stakeholders can use an SOP to answer the questions they may have brought to leadership in the past. SOPs deliver operational consistency, reliability, and cost savings. Properly used, these standards can be a springboard for creating unique solutions for new problems and challenges based on a deep understanding of an organisation’s needs. Designing and implementing an SOP for your operations – as well as aligning it with stakeholders’ objectives – will create long-term growth, success, and stability. In the end, it will save people’s lives. ■ 19


Quality training and innovation


What the cleaning industry needs right now

f there are any positives that we can look to take from the COVID-19 crisis, it is that it has highlighted what is essential and important. Pre-COVID, cleaners often came and went about their duties, without notice or recognition. Now, more than ever before, cleaning is recognised as an essential service and organisations are becoming more particular about who is providing this essential service to them. Careerforce CEO, Jane Wenman, says: “cleaning service providers are increasingly needing to innovate and show they are up-to-date with industry skills, knowledge and technology.” “Do they give their staff opportunities to upskill? Do they get appropriate training? Do they get the opportunity to progress within their company? These are important indicators that they are a reputable provider that truly cares for their staff wellbeing and can be relied upon to deliver quality cleaning services.” An increased spotlight on infection prevention has put pressure on cleaning staff as well. “Now more than ever, cleaning is not just removing what is visible, but also making sure that the invisible, the germs, are wiped out. The responsibility to protect people from virus and infection is huge,” Wenman explains. As the industry training organisation for the cleaning sector, Careerforce works with the cleaning industry to develop and maintain standards to ensure cleaners have the right knowledge and skills for their increasing and evolving responsibilities. 20 INCLEAN NEW ZEALAND May 2021

HAWKE’S BAY’S: THE CLEAN CREW LEADS THE WAY IN TRAINING AND INNOVATION In the beautiful Hawke’s Bay, cleaning company The Clean Crew has established a successful business. The company has partnered with Careerforce to support the upskilling of their staff. Office Manager at The Clean Crew, Pete Upadhyay, says the company is more than just about passing cleaning inspections. “Employees are an integral part of the business. That’s why training and retraining programmes are paramount and at the same time, health and safety needs fit within the structure and processes of the company.” The Clean Crew has invested in staff training over the years. Upadhyay himself has a recognised NZQA cleaning qualification. Customer Services Manager, Jaz Bakshi and even owner and director, Gary Singh, have qualifications and are both registered assessors. Bakshi says the organisation motivates its staff to be trained and recognised. Their induction process has embedded the achievement of the New Zealand Certificate in Cleaning (Level 2), achieved via workplacebased learning, in partnership with Careerforce. “After they receive their certificate, they [staff] are keen to do more training.” For The Clean Crew, looking after the environment is also part of their core values. They are New Zealand’s first Toitū Carbonzero Certified Cleaning Company.


Cleaning service providers are increasingly needing to innovate and show they are up-to-date with industry skills, knowledge and technology. 21


Deep Cleaning for COVID-19 A new learning resource for cleaners is now available on the BSCNZ (Building Service Contractors of NZ) and Careerforce websites

“We look after the environment and make sure we don’t do damage by choosing chemicals that are not harmful to the environment. While doing so, we want to ensure our staff are happy, our clients are happy, and everything is done according to high standards.” They made many changes to support their accreditation including making decisions to choose suppliers and partners who share the same values. In 2020, when COVID-19 hit New Zealand, The Clean Crew wasn’t exempt from having to adapt to the evolving situation. “We had staff that needed to be stood down, but most were willing to work. We really appreciated the support of all staff who helped during that time. Everybody wanted to look after the other essential businesses that we support,” shares Bakshi. “We already had protocols in place, but we also created resources for staff so they could look after themselves. We kept staff informed with the best practices and guidelines being shared by the Ministry of Health. We also made sure that staff had appropriate Personal Protective Equipment (PPE) and were using it properly.” “COVID taught us a lot of things to help us improve our standards and help us think more strategically,” says Bakshi. The Clean Crew even won the Excellence in Innovation category for their app, Convoy, at the Pan Pac Hawke’s Bay Business Awards 2020. It’s an industry-first designed app used to enhance communication between clients, staff and the management team, to manage workflow and to provide a tool to record services completed and provide reports to clients and management. The app uses image recognition, machine learning and artificial intelligence to audit the clients’ premises every single time a cleaning service is completed. This creates transparency and accountability that clients of The Clean Crew appreciates. Upadhyay says they are continuously upskilling and currently looking at adding more to their staff training programmes that is specific to infection control. ■

Free enrolments in Cleaning programmes until December 2022 Careerforce wish to remind employers that the New Zealand Certificate in Cleaning (Levels 2 and 3) are now covered by the Targeted Training and Apprenticeship Fund (TTAF) and are now fees-free until the end of 2022. This decision by TEC reflects the workforce challenges the cleaning sector faces, and the critical importance of having a trained cleaning workforce. TEC advise that the list of eligible qualifications may change over the period, so we cannot assume these qualifications will be covered for this entire period.

Ensuring cleaning Level 2 and 3 progammes are fit for purpose As the industry training organisation for the cleaning industry, Careerforce is encouraging employers and industry organisations to provide feedback on their Level 2 and level 3 cleaning programmes. The programmes to be reviewed are those leading to the New Zealand Certificate in Cleaning (Level 2) with optional strand in Health Care Facilities Cleaning and the New Zealand Certificate in Cleaning (Level 3) with optional strands in Specialist Cleaning and Supervision. Rod Bentham, General Manager Learning Solutions at Careerforce, says the review will help ensure that cleaning


programmes continue to be fit for purpose and reflect emerging needs, such as the impacts of COVID-19. It is important that training programmes meet industry requirements and cleaners have the most up to date knowledge and skills. The review will take a comprehensive look at unit standards, assessments and learning guides for the two programmes and will take place between May and August 2021. If you wish to provide Careerforce with feedback on these programmes, please contact

“An organisation is only as good as its team members. Each Clean Crew member is NZQA trained so that we can deliver professional, top notch cleaning services for all our customers.” Gary Singh, Owner, The Clean Crew Gary can attest to the high standards of cleaning and service improvements that result from staff completing Careerforce training programmes. Cleaners gain the skills needed to achieve nationally recognised cleaning qualifications. Careerforce is the Industry Training Organisation for the cleaning sector, supporting employers to deliver workplace-based training.

Call us about free enrolment in our cleaning programmes! 0800 277 486


PEERING INTO GBAC T A powerful and positive influence on the global cleaning industry.

he Global Biorisk Advisory Council® (GBAC), a division of ISSA, the worldwide cleaning industry, helps you prepare for, respond to, and recover from biorisk situations. To help us understand GBAC better, ISSA Media editors met with Patricia Olinger, the executive director of GBAC, and Dr. Gavin Macgregor-Skinner, the director of GBAC, and asked them to answer some questions that are being asked by the global cleaning industry.

WHO ARE BEHIND THE GLOBAL BIORISK ADVISORY COUNCIL® (GBAC)? We are a group of passionate people who realised it takes a team to help anyone – be it an organisation or a business of any size – be prepared for, respond to, and recover from biological threats, biohazard situations, and real-time crises. We offer education, training, certification, response management, and crisis consulting for situations involving biological hazards and infectious diseases, where environments require a much higher level of cleaning, disinfection, and restoration.

viral disease spread requires a clear understanding of how viruses are transmitted in the environment. For centuries, it was assumed that infectious diseases were spread primarily by the airborne route or through direct patient contact, and the surrounding environment played little or no role in disease transmission. Until 1987, the Centers for Disease Control and Prevention (CDC) and the American Hospital Association focused on patient diagnosis due to the belief that hospital-acquired infections were not related to microbial contamination of surfaces. Over the years, studies have changed the perspective on viral transmission. Viruses are the most common cause of infectious disease acquired indoors. The rapid spread of viral disease in crowded indoor establishments, including schools, day care facilities, nursing homes, business offices, and hospitals, consistently facilitates disease infection, illness, and death. Yet, fundamental knowledge concerning the role of surfaces and objects in viral disease transmission, let alone all microbial disease transmission, is lacking, and further investigation is needed.



Increases in population growth and mobility have enhanced infectious disease transmission and intensified the difficulty of interrupting disease spread. Control of

We understand that infectious diseases involve actual loss and threat of significant harm to innocent communities where people get sick, lose income, and suffer emotionally.


TRAINING Our team works with your team to prioritise a high quality of work and a compassionate recovery approach to ensure a comprehensive cleaning, disinfection, and infection prevention process by helping you: • Prepare: We will help you prepare and provide your staff with education and training for infectious disease prevention and containment. • Respond: We provide your staff with education and training to understand how to conduct risk assessments and contain, monitor, and eradicate infectious disease agents to protect a facility’s customers, visitors, employees, and the community at large. • Recover: Our team will help develop and implement a recovery plan to get your facility reopened confidently and safely, with particular attention paid to preventing future crises.

HOW DOES GBAC HELP? Supporting the cleaning industry is our highest priority. We’re here to help fill gaps on knowledge and training. Right now, we are doing this through our three programs: • GBAC STAR™ Facility Accreditation: It means that your facility staff has established and are implementing and maintaining the industry’s highest standards for cleaning and disinfection of infectious disease agents and are empowered to do their jobs safely and effectively. • GBAC STAR™ Service Accreditation: Ensures there are highly informed cleaning professionals trained for combating infectious diseases using appropriate cleaning protocols, disinfection techniques, and work practices. • GBAC Academy: Education, training, and certification for professionals, from frontline workers to managers, directors, and executives, to implement infection and contamination control measures for infectious disease outbreaks such as COVID-19, flu, norovirus, hepatitis, rhinovirus, adenovirus, astrovirus, rotavirus, etc.

HOW WILL GBAC STARTM AFFECT THE INDUSTRY POST-COVID-19? GBAC is a qualified network of experts and partners who are prepared to respond to any event involving an infectious disease crisis. The council is composed of international leaders in the fields of: • Pandemic and infectious disease outbreaks • Biorisk management • Biosafety and biosecurity • Crime and trauma scenes • Hoarding conditions and unsanitary dwellings • Unattended deaths • Bioterrorism and the deliberate release of bacteria, viruses, insects, fungi, or toxins that can kill or disable people, animals, and crops

• Mass casualty incidents (MCI) that include active shooter situations, terrorist acts, explosions, natural disasters, vehicle accidents, and mass transit mishaps (planes, trains, ships, buses).

IN 2021, WHAT IS THE PRIMARY GOAL FOR GBAC? We like to refer to this as a BHAG, or “big hairy audacious goal.” Google it – this is a real term. Our aim in 2021 is to offer the entire cleaning industry resources to ensure buildings are clean and safe from infectious diseases. The GBAC team will achieve this by empowering essential front-line cleaning staff, building partnerships with businesses that provide cleaning, disinfection, and restoration services to residential and commercial markets, and leveraging the resources for education and training from manufacturers of cleaning products and cleaning equipment. Infection prevention through cleaning and disinfection is a requirement now and will remain critical in ensuring our buildings are healthy and safe for all. GBAC can help you do just that, now and into the future.

Our aim in 2021 is to offer the entire cleaning industry resources to ensure buildings are clean and safe.

For more information on GBAC, and GBAC programs, visit ■ 25


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Power of connected restoration equipment Words Erin Hynum



Modern industry equipment speeds set up, job monitoring, and documentation while building up your reputation.


mart devices and connected equipment have been making our personal lives more productive, safer, and more innovative for the last two decades, and according to Statista, forecasters predict there will be more than 75 billion Internet of Things-connected devices in use by 2025—suggesting smart machines and the technology behind them are here to stay. These same smart devices and connected equipment are also enabling businesses to run smarter and leaner. So, when considering what these technological solutions can do for the restoration industry, start with the challenges facing your day-to-day operations. As you know, the increased need for equipment monitoring, timely and transparent documentation, labor shortages, and risk exposure, especially during peak natural disaster events, contribute to the complexities of running your restoration business. Imagine trying to schedule, track, document, and invoice today’s jobs using whiteboards, paper file systems, typewriters, and landlines. You’ve likely upgraded your business systems and use mobile devices and apps to communicate with your technicians. But have you overhauled your drying equipment, equipment tracking, automatic reporting, and remote monitoring tools that use Bluetooth technology? Here are some ways smart devices and connected equipment designed for the restoration industry can speed job set up, monitoring, and documentation.


EQUIPMENT TRACKING AND AUTOMATIC REPORTING Bluetooth-enabled equipment and accessories such as dehumidifiers, airmovers, tracking beacons, and thermohygrometers deliver realtime data, allowing you to make real-time operational decisions. They streamline the way technicians gather drying data and reduce the need for technicians on the job site, improving safety. These detailed reports can be shared with your team, customer, or insurance agency via text or email. This is not only important during peak periods, which include cold weather, floods, tornadoes, wildfires, and hurricanes, but with today’s global health pandemic situation as well. Connected dehumidifiers and airmovers can be dropped off at the job site, and users can start getting psychometric and moisture-content readings within seconds. Many of these devices automate in the following ways: • Take readings immediately, • Provide usage and serial numbers to drying reports, • Track equipment by identify the last known location, • Track hours of usage automatically, • Notify users if the equipment is turned off, • Give detailed reports with a click of a button. Before we move on, let’s talk about your partnership and reputation. When researching prospective restoration companies, clients and insurance companies start out by comparing qualities, years of experience, features, and pricing. But more importantly,


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The potential benefits of smart, connected equipment and the data they generate include increased productivity, less downtime, reduced man hours, and safer work environments.

they are looking at online reviews that discuss your availability, how fast you are able to make it out to emergency jobs, and most importantly, your reputation. By obtaining verified readings and verified usage from automated drying logs, you can provide transparent data to insurance companies as well as to your clients. This approach eliminates transcription errors, defrost readings, incorrect data, etc. These detailed reports, which can be obtained throughout the restoration process, can provide your clients with the peace of mind they deserve. Ultimately, claims can become more transparent and be processed more efficiently, which in turn, will help get your clients’ lives back to normal faster. A restoration company that stays up to date on all of the latest restoration equipment and techniques would, therefore, makes for a great partner for any policyholder and insurance company.

REMOTE MONITORING The COVID-19 pandemic we are currently living through has led to an inevitable surge in the use of technology and innovations. Social distancing, business closures, and stay-at-home orders have made it especially difficult to maintain “business as usual.” Perhaps the greatest feature of today’s smart, connected restoration equipment is their remote monitoring capabilities. These solutions will not only drastically reduce your administrative overhead, but also allow your technicians to do their jobs more safely. Depending on the scope of the job or the natural disaster event that has taken place, technicians can leave equipment on multiple job sites and take readings remotely in seconds. This allows you to provide a higher level of service 30 INCLEAN NEW ZEALAND May 2021

while reducing the number of face-to-face interactions with your clients – and limits the use of expensive PPE equipment. Ultimately, smart equipment with remote monitoring features gives you the opportunity to get ahead and stay productive. Equipment designed for remote monitoring allows you to: • Enter daily readings remotely • Rearrange daily visits based on actual conditions • Select equipment to monitor • Select users to receive alerts • Receive real-time alerts of your choice.

GAIN YOUR COMPETITIVE EDGE The potential benefits of smart, connected equipment and the data they generate include increased productivity, less downtime, reduced man hours, and safer work environments. Providing transparent and accurate data to insurance companies and your clients can also solidify your reputation as being a partner in their success. Since you’ll have more time to organize your existing resources and get more jobs done in a day, you’ll likely be more profitable. And in today’s uncertain times, being able to provide remote monitoring services while keeping your technicians and clients safe is a huge advantage. No doubt, the challenges facing the restoration industry are many and diverse and efficiency and effectiveness are critical. As competitive pressure increases in the restoration industry, companies must adapt in order to stay ahead. Adding smart, connected restoration equipment will give your company an advantage over the competition. Erin Hynum is the senior product manager for Phoenix Restoration Equipment. This article first appeared in Cleanfax and has been republished with permission. ■

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COVID-19 and HVAC systems Cleaning and disinfecting air conveyance systems has never been more critical. Words Jon A. Barrett


ndoor air quality is extremely important for productivity and occupant health in any industrial, commercial, or residential property. HVAC air conveyance systems, with associated ductwork and ductless mini split systems, provide acceptable indoor air quality atmospheres. They must also be inspected, maintained, and cleaned on a routine schedule in order to operate most efficiently, therefore saving operating costs. This includes the interior of the ductwork and the replacing of filters. Air conveyance systems filter out dust, particulates, volatile organic compounds (VOCs), mold spores, bacteria, viruses, and lower humidity levels while removing moisture levels in a building. Unfortunately, dust, particulates, VOC’s, mold spores, bacteria, and viruses can accumulate on the interior surfaces of the air conveyance systems and interior ductwork. This accumulated mass of debris can be aerosolized and transmitted through air currents.

STUDY RESULTS Regarding the COVID-19 virus, a study has shown that a human sneeze or cough can disperse smaller droplet nuclei into air currents up to 12 feet away and linger in the air for more than one minute.1 Another study confirmed that a burst from a person’s mouth at nearly a hundred miles an hour can travel as far as 27 feet.2 Where can the COVID-19 droplets be aerosolized, carried to, and transmitted? Possibly through the HVAC duct systems. A ducted HVAC system creates air currents, which can likely carry smaller viral particles even further. According to Chinese health officials, when the COVID-19 pandemic first started, ten people from three families eating in a Guangzhou, China, restaurant 32 INCLEAN NEW ZEALAND May 2021

became infected earlier this year. Aerosolised droplet transmission was prompted by air-conditioned ventilation. Researchers reviewed a video from the restaurant and saw many of these patrons were more than six feet apart from one another, suggesting that the virus followed the airflow, traveling through the air.3 An ongoing study of environmental contamination obtained surface and air samples in two Nebraska Biocontainment Units (NBUs) and nine residential isolation rooms housing individuals who tested positive for SARS-CoV-2. The room surfaces that were tested included ventilation grates, tabletops, and window ledges. Virus samples with the highest concentration were recovered from an air handling grate in the NBU. Airflow in the NBU suites originated from a register at the top center of the room and exited from grates near the head of the patient’s bed on either side of the room. Airflow modeling has suggested that some fraction of the airflow was directed under the patient’s bed, which may have caused the observed contamination under the bed, while the dominant airflow likely carried particles away from the patient’s bed towards the edges of the room, passing by the windows, resulting in some deposition there.4 A recent study of SARS-CoV-2 stability indicates that infectious aerosol may persist for several hours and on surfaces for as long as two days. The most prolonged viability of viruses was on stainless steel and plastic. The estimated median half-life of SARS-CoV-2 was approximately 5.6 hours on stainless steel and 6.8 hours on plastic.5 In conjunction, influenza viruses can spread through the air on dust, fibers, and other microscopic particles, according to new research from the University of California, Davis and the Icahn School of Medicine at Mt. Sinai.6

FEATURE AIRFLOW Although ductwork interiors can be made of smooth metal, fine dust can collect on air duct surfaces, vents, motors, and coils. Flakes of dead skin, hair, and pet dander catch onto the dust, and before long, this process creates a dense, mat-like environment where viruses, bacteria, mold, dust mites, and allergens can flourish. This is similar to a vehicle’s exterior during a spring pollen season, as the pollen would coat the vehicle and windows. For instance, when dust is carried on air currents generated by air conditioning and similar devices, the dust takes on a positive or negative static electric charge due to contact with various objects. Dust with a positive electric charge will be attracted to objects with a negative electric charge and vice versa. The greater the amount of dust in the air, the more considerable the amount of dust that clings to objects within the room. Also, if sources of dust (mainly people and clothing) are electrically charged, the dust that is generated from these sources is electrically charged as well. This attractive force generated by static electricity is known as “Coulomb

force.”7 Also, ductwork return airstreams contain levels of humidity and moisture. As a result, this moisture can adhere to the ductwork interior and capture dust particulate. HVAC air filters might help in capturing the viral particles and dust particulates. A high-efficiency particulate air (HEPA) filter effectively removes small particles, 99.7 per cent of particles 0.3 microns. A minimum efficiency reporting value (MERV) filter removes larger particles, 0.3 microns to 10 microns. A MERV filter rated 17 or higher is considered HEPA-like in efficiency. However, most commercial buildings have MERV filters rated 12 or lower. Unfortunately, a coronavirus particle is about 0.1 microns and cannot be viewed with human eyesight. So, there’s no guarantee that a HEPA filter would stop viral particles and dust particulates. Current standard air handling units (AHUs) in HVAC systems circulate up to 80 per cent - 90 per cent of the air in regular systems during peak-load conditions, such as winter and summer, when outdoor ventilation airflow is set at the minimum percentage to save energy. Standard filtration units in HVAC systems cannot remove the virus

Indoor air quality is extremely important for productivity and occupants’ health.


within an airstream effectively. The HVAC system has become a central point of contact to spread the virus by recirculating contaminated air into space. Based on the studies and information, inspection, testing, and surface and air sampling, cleaning and disinfecting HVAC air conveyance systems and associated ductwork can help prevent the transmission of COVID-19.


Sources: 1 w mechanical-cough-coronavirus.php

2 w science/2020/04/coronaviruscovid-sneeze-fluid-dynamics-inphotos/#close

3 0764_article

4 w s41598-020-69286-3?utm_ medium=affiliate&utm_ source=commission_junction&utm_ campaign=3_nsn6445_ deeplink_PID100045715&utm_ content=deeplink

5 w NEJMc2004973

6 w releases/2020/08/200818094026.htm

7 w static/resource/solution


1. Review HVAC air conveyance systems and associated ductwork drawings and diagrams. 2. While donning proper PPE, perform a visual inspection of the exterior and interior of the HVAC air conveyance systems and associated ductwork, registers/vents, motors, coils, and filters. Use a video borescope camera if necessary and take digital pictures. Document and log any observations, even if the ductwork “looks clean.” 3. Test and inspect for any air leakage, VOCs, particulates, and duct metal seam issues. 4. Perform pre- and post-surface swab sampling, of the HVAC air conveyance systems and associated ductwork, registers/vents, motors, coils, and filters. The pre-surface swab sampling may identify any hazardous substances and hazardous particulates. 5. Perform pre- and post-air sampling of the project area. Performing these samplings will help identify and isolate specific systems and affected areas, along with identifying any hazardous substances and/or particulates. 6. Use environmental controls and infection control risk assessment protocols to contain and isolate the cleaning and disinfecting project. This includes setting up HEPA air scrubbers, negative air machines, and containment barriers while using a particulate counter and air pressure monitor. 7. Ultra-low volume (ULV) fogging using a non-

acidic, non-chlorine-based Environmental Protection Agency (EPA) registered virucide, biocide, and fungicide disinfectant can be implemented, outside and inside ductwork, on registers/vents, motors, coils, and the entire project area, to inactivate any viral aerosols. For efficacy, allow a minimum of a 10 minute dwell time, or the dwell time per the virucide label, on surfaces. 8. Clean the interior ductwork surfaces from larger dust and particulates, using HEPA vacuuming, rotobrushing, air whipping, and mechanical cleaning. Interior fiberglass lined ductwork requires specialized attention and cleaning to prevent fiber damage and release. Visually inspect to prevent re-contamination. 9. On metal interior ductwork, registers/ vents, motors, and coils, clean and disinfect, using a non-acidic, non-chlorine based, EPA registered virucide, biocide, and fungicide disinfectant. For efficacy, allow a minimum of a 10-minute dwell time, or the dwell time per the virucide label, on surfaces. 10. Replace and install new HEPA filters. Ductless mini split systems may have a washable filter. Itis best to HEPA vacuum the air conveyance unit and disinfect the washable filter often with an EPA registered virucide, biocide, and fungicide disinfectant. For efficacy, allow a minimum of a 10-minute dwell time, or the dwell time per the virucide label, on surfaces. As mentioned at the beginning of this article, it’s important for the HVAC systems to be inspected, maintained, and cleaned on a routine schedule. If you do this, your air conveyance system will operate most efficiently, provide a healthier indoor air environment, and save costs over time. Jon A. Barrett is marketing manager of SERVPRO of Blackwood and Gloucester Township, NJ. This article was first published in ISSA Today and has been republished with permission. ■

Clean IT is a NZ owned workstation cleaning company that cleans and sanitises all the "high touch" areas - computer screens, laptops, keyboards, mouse, telephones and work surfaces.

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Cleaning Kits available for do-it-yourself Sanitation of: • Laptops, Keyboards • Monitors/screens

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Five ways to brand your cleaning business Words Vince Caffarello If you’re just starting out or thinking of giving your company a makeover, these tips will help you give your company the image it needs to find success.


onsidering how competitive the cleaning industry is, branding your business can make the difference between long-term success and failure. Contrary to popular opinion, branding is not only about a company’s logo, but also about customer perceptions, experiences, and many other factors. All cleaning businesses have a brand, whether they are aware or not. Your company’s brand helps distinguish your business from the competition. Branding is dynamic and should evolve and grow along with the business.



Creating a brand for any business should first begin with selecting a memorable name. Essentially, the name you assign (or reassign) your cleaning business becomes its identity. The name you choose is vital to making a statement and drawing the attention of your target customers to your services. Choosing a unique and likeable name that is likely to attract clients will make promoting your brand a lot easier. Here are some tips to follow when naming your cleaning business: • Avoid overly generic names. • Study the naming trends for cleaning businesses in your region. • Avoid unnecessarily long names. • Choose a name that is easy to pronounce. • Choose an evergreen name that will likely not fade over the years.



The process of designing and choosing a suitable 36 INCLEAN NEW ZEALAND May 2021

business logo is quite similar to the business naming process—and keep in mind both shape your business’ identity. A common mistake to avoid is going overboard with your company’s logo. Generally, a visually appealing symbol or picture that encapsulates the purpose of your business without coming across as too pretentious or flashy should suffice. Whether you choose to hire a logo designer or not, some factors you should consider when designing your logo include: • The colours and the message they portray, for example, white symbolises cleanliness, green is associated with nature, and blue signals water and purity. • The visual appeal of your fonts. • The uniqueness of your logo’s shapes and images.



Essentially, your staff is the face of your cleaning business since it interacts with customers the most. Therefore, it makes sense to bring them on board the process of establishing your company’s brand. Equip your staff with customer service and communication skills through training and development programs. These skills will enable them to become better communicators and enhance how they interact with customers, from basic conversations to answering customer questions. Also, provide your staff with a uniform or a simple dress code to appear more professional. The uniform should be simple and have company branding, for example, in the form of a logo or company colors. Consistently delivering quality services and having a professional look can give your company a solid brand presence.



Your company’s interactions with customers do not start and end during cleaning. Instead, all the interactions your company has with the customers before and after service delivery make up your brand. Some steps you can take to enhance your interactions with customers outside normal service delivery include: • Training your staff on communication etiquette, for example, positive greetings when answering customer phone calls that include mentioning the name of the staff member speaking and the name of your company. • Reminding clients about upcoming appointments via email or SMS text. • Sending customers follow-up emails after the cleaning is complete and offering post-sale services whenever possible.




Having an online presence in this digital age helps potential customers know about your company’s existence and builds business credibility. A great place to start is creating a professional company website and official social media accounts. Some excellent social media platforms should consider for your cleaning business include Facebook, LinkedIn, Instagram, and Twitter. These platforms allow you to engage with existing customers while promoting your brand to potential customers. You can use online reviews as social proof of your company’s exemplary performance. Vince Caffarello is the chairman and CEO of Duraclean International, a franchisor in the carpet cleaning and disaster restoration industry since 1930. ■

Tips to attract new customers and grow your cleaning company Determine your target customers If you experience difficulty finding new customers, then perhaps it is time to reconsider your target customers. Analyse your client list to determine your most frequent customers, e.g. compare your commercial and residential clients.

NEW AND IMPROVED AWARDS IN 2021 More award categories Expert Judging Panel Wider sector participation


Develop customer loyalty Giving your customers a reason to come back can make your cleaning business thrive off return customers. Besides regularly posting exciting blog content and having an active email newsletter, you can develop a hybrid, reward-referral scheme and offer free cleaning services to clients who refer to a certain number of new clients.

Request for testimonials Testimonials and positive reviews from existing customers can act as social proof. This enhances the credibility of your business.

Stay ahead of competition Constantly analyse your competition and evolve. Differentiating your services can give your cleaning business a competitive edge.

For more information visit Organised by 37


BSCNZ: Recognisng the role of essential workers

As a representative group, BSCNZ will continue to lobby government on behalf of members and be an important voice for the commercial cleaning industry.



am pleased to announce Paul Emery from ToTal Property Services of Christchurch has been re-elected as the BSCNZ National President. Ian Kebbell from Supercare will remain as the BSCNZ National Vice President. Both are pleased to be able to contribute to the industry and lead the council members who are representatives from OCS, Spotless, Baker Property Services, ISS, PPCS, TPS New Zealand, Westferry Property Services, United Cleaning Services, Kitty’s Cleaning Services, Millennium and City Cleaning. Once again, the council has a great balance of small, medium, and large commercial cleaning companies, both global enterprise and locally owned. I want to thank every BSCNZ council member for their contributions, working together to raise standards of the industry. As a representative group, BSCNZ will continue to lobby government on behalf of members and be an important voice for the commercial cleaning industry. During the month of April, a meeting is scheduled with Honourable Michael Woods, Minister of Workplace Relations and Safety, to discuss pressing industry issues. BSCNZ is looking forward to presenting the industry’s concerns and discussing potential solutions. BSCNZ continue to work with the Ministry of Social Development (MSD) to place the unemployed into work within the industry. This has proven to be a win-win for both MSD and BSCNZ members. The BSCNZ team have placed more than 100 people into employment during 2020 and are on track to continue that success into 2021.

Finding ‘work ready’ candidates continues to be the priority of the program. This work with Ministry of Social Development is based upon the fact that BSCNZ members are independently audited to ensure they are adhering to NZ employment law and best industry practice. Over the past six months I have had the privilege of working with several BSCNZ members to create an approved MSD career pathway for the commercial cleaning industry. Anyone who works within our industry understands the vast variety of different career options available. We have created a flexible ‘career pathway’ plan which will help enable an individual to thrive in our industry. In the words of one individual that is on this pathway and has been now employed for six months… “seriously there is every culture you can think of all working together, I’ve really enjoyed connecting with other New Zealanders from different cultural back grounds. Also, the diversity of age, there is a lot of humility in this industry, I’m really enjoying the people that I’m meeting and working with”. Also, a noteworthy date for 2021 is September 15 and 16 when the CleanNZ expo will be held at the Ellerslie Events Centre. This event brings together key suppliers to industry to display their latest and greatest innovations and products. I want to thank all the exhibitors for their efforts in assisting to ensure this great industry event is a success. The CleanSweep awards will once again showcase the stars of our industry on the evening of September 16. We will be announcing many exciting updates on sponsorships, collaborations, our judge, award categories and much more! This year Thank Your Cleaner Day will be held on October 20. Please make contact with our office to discuss how you can get involved. Even better, join the BSCNZ and contribute to what we are trying to achieve as the industry body. We can all agree the past 12 months have highlighted the essential work commercial cleaners continue to undertake daily. Thank Your Cleaner Day helps to acknowledge this and ensure the cleaners of New Zealand get the recognition they deserve. Please visit nz for more details on joining the BSCNZ and our upcoming industry events. Sarah McBride is CEO of the BSCNZ ■


Getting the whole team on board with standards


ou might be the owner of your company, the contract manager, or the supervisor overseeing work in the field, but we hear time and again that a major challenge is ensuring the team member doing the work is able to do it to the standard agreed with clients. Therein lies the challenge, what exactly was agreed and how do you clearly pass that onto your team (or remind the client)? Let’s look at some leading ideas to bring the team on the journey, and make sure you are communicating clearly what is expected.

DEFINING WORK STANDARDS CLEARLY Despite the efforts of lengthy contracts and deep explanations with clients and team members, the definition of what “clean” means can vary considerably. In this variability lies a lot of room for confusion and disappointment. Disappointment for the client, the manager, and the team who are all trying to do what is expected of them and feel successful. Perhaps the challenge lies in the very definition of the work needed to make a space clean, and this must be made clearer across four levels of activity. 1. With the customer in the original contract 2. With the team working on that specific contract 3. With the team for general activities as per company standards 4. Among management to ensure consistency. The work must be clearly defined for the depth and degree of cleaning, the equipment and materials used, and the time required to complete the tasks. With your shared language on more accurately describing work to be done it is time to revisit the description of work being used.

We have found it is most important to update proposal templates, so that future work can be adjusted, and you start setting clear expectations from now on. THhen come back and revisit any ‘problem’ accounts where expectations might be more accurately reset.

TEAM ENGAGEMENT LEADS TO OWNERSHIP OF WORK Action research is a growing movement in engaging the team in creating SOPs through a two-way interaction with the team doing the work.

Despite the efforts of lengthy contracts and deep explanations with clients and team members, the definition of what “clean” means can vary considerably.

Instead of templates from the ivory tower of management the team can shape the work to help meet the client expectations on quality and management guidance on time spent. In the action research approach, you collaborate with the team (or the client) on identified problems, develop a solution based on your diagnosis together, and then put that into action and measure the impact. Because the team helped to build the SOPs they feel ownership over them. This leads to compliance and adjusting behaviours on the ground by the team doing the work to remain compliant.

As trust builds the effect of this change also builds, ideally resulting in more self-managed work teams. I know it sounds unbelievable, but it is working and is well worth your time to do some further reading and we will be sharing more as it comes to light.

A SYSTEM TO DELIVER CONTINUOUS IMPROVEMENT We need to go beyond auditing tools to embed these best practice behaviours. Having a system to record, deliver and report on who is using the SOPs correctly is critical. The worker in the field needs to be able to lookup the SOP for any activity and ensure they are adhering to the expectations set in the contract with the client. Training in the moment is the holy grail, allowing your team to embed good habits and check quickly if they have the right technique, safety approach, or even equipment on hand for the work asked of them. Being able to access short, sharp tips or videos can be gold for supervisors and reduce a LOT of the back-and-forth chatter. All tasks in freshOps allow a user to refer to training materials via a PDF or access a video showing them how to prepare and complete the work safely. In this way, the messages from induction, onboarding at a site, and training are consistent and they tie back to the expectations of the contract ensuring you get on track and stay there. At freshOps, we believe that everyone gets up to do a good day’s work and the onus is on business leaders to make it crystal clear what success looks like and provide the tools to lead and manage the team to help them get there. Martin Callan is the CEO of He can be reached at ■ 39



Mobility is transforming the delivery of cleaning services

hile mobile devices have empowered field service workers for more than a decade, the cleaning industry has been slow to adopt mobile phones within its workforce. But over the last few years, the pace of mobile adoption is suddenly increasing, and the cleaning companies that are leading the way are reaping the rewards. Using mobile devices to manage cleaning services offers a range of business benefits, from reporting efficiency and improved compliance, to streamlined communication and enhanced employee safety. In fact, at Toronto Airport, Canadian facilities management provider Dexterra saved up to 100 hours per week using a mobile solution that replaces paper recordkeeping and automates reporting. So, what’s driving a sudden increase in the adoption of mobile phones? Cleaners are becoming more comfortable using mobile apps as part of their work. Buyers of cleaning services are demanding detailed and real-time reporting from their providers, and cleaning companies realise that the benefits of implementing mobile solutions far outweigh the costs. How are mobile devices used in the delivery of cleaning services? The way value is derived usually varies depending on the type of cleaning contract. For instance, there is a strong focus on risk minimisation in retail contracts through real-time tracking of cleaning rotations and reporting of slip hazards such as spills. Small sensors called Bluetooth beacons work in tandem with a mobile application to monitor when toilets and food courts are cleaned and automatically raise alerts if rotations are missed. Suppose a cleaner identifies a hazard such as a spill. 40 INCLEAN NEW ZEALAND May 2021

In that case, the cleaner can use the mobile application to log a record and include photos that demonstrate the risk has been eliminated. The data generated from these interactions plays a vital role in reducing public liability claims costs typical in large retail contracts. In healthcare settings, managing variable cleaning tasks such as patient room turnover and providing verifiable reporting that supports accreditation requirements is critical. Using mobile devices and Bluetooth beacons, help desk operators can see cleaners’ real-time location and use this data to more efficiently allocate cleaning tasks. When a task is assigned to a cleaner, the cleaner is immediately notified via a mobile application. The cleaner can update the task’s status giving the help desk full visibility of all work in progress. The use of data to inform the help desk, plus automated mobile workflows, results in a much more efficient, reliable and compliant cleaning operation. In large, distributed contracts such as retail banking or big-box retail, knowing the cleaner showed up and completed the required work is critical. In this case, a virtual GPS perimeter, known as a geo-fence, can be set around each property with an associated service schedule. If the cleaner doesn’t start a shift on time, an exception is automatically raised and a manager is notified. When a cleaner does show up, the mobile application automatically presents the tasks that need to be completed based on the time and location. This data provides regional managers with the confidence that services have been delivered according to scope and allows them to manage contracts by exception. It also streamlines payroll administration by automating start and finish time collection.

OPINION These are just a few examples of how mobile devices can drive value within commercial cleaning contracts. In our experience working with some of Australia’s leading cleaning companies, we’ve seen firsthand how leveraging mobile devices can help win new contracts, retain existing contracts, improve compliance, drive efficiency and reduce risk. The cleaning companies that adopt mobile technology generate a vast amount of valuable data that helps them understand their operations and make better decisions. Given the tremendous benefits they offer, why aren’t all companies rushing to deploy mobile devices to their cleaning teams? The most common objections we hear include it costs too much, cleaners don’t know how to use the apps, we can’t expect cleaners to use their phones for work or it’s too hard to change. Firstly, the associated costs of rolling out and supporting a mobile-empowered workforce are insignificant to the costs of doing nothing. We’ve seen how cleaning companies that have implemented mobile technology win contracts over their competitors. Mobile technology also helps retain at-risk contracts and delivers enough

efficiency gains to pay for itself many times over. Secondly, let’s give cleaners the credit they deserve: they are capable of using mobile phones and applications. For the small proportion who are not tech-savvy, a small investment in training can solve any challenges. Finally, we are transitioning into a world where it’s normal for employees to use their phones to conduct work. It has been happening in the corporate world for over a decade. That said, it’s crucial to develop a clear mobile device use policy, cover any costs related to mobile usage and set expectations at the time of employment. If you’re a cleaning company considering implementing a mobile solution to manage your workforce, now is the time to do it. A global pandemic has only accelerated the need to give your customers the confidence that cleaning services have been delivered on time and according to scope. The cleaning companies that adopt a mobile-first strategy are going to be the winners in the future.

The cleaning companies that adopt mobile technology generate a vast amount of valuable data that helps them understand their operations and make better decisions.

Ben Howden, is director of growth – APAC, TEAM Software. He can be reached at ■

Environmental Choice Licensed Cleaning Services CrestClean’s cleaning services meet the strict environmental criteria as set by Environmental Choice New Zealand. This helps to improve the sustainability of our cleaning services and it allows our customers to verify sustainable procurement.

Find out more at 41


COVID uniform trends and what the future looks like businesses that are thriving in a time where cleaning and hygiene services have never been in such demand. If your team looks the part, then they are likely to be trusted by other businesses to keep their people safe. As demands for hygiene and cleaning services increase, as does the emphasis on branding and what to wear when working in these environments. A great team uniform reflects the changing market, exudes confidence, has a contemporary feel and inspires employees. A great team uniform in the cleaning and hygiene industry takes this one step further and ensures the staff wearing the uniform feel professional and protected, and that those working with this team feel safe. Like any element of brand and marketing, a uniform design and implementation needs to be well thought out and take into consideration:



ife as we know it has certainly changed thanks to COVID-19, and so too has the value placed on working in a clean, well sanitised and safe environment. If you have ever worked an early or late shift, you will have inevitably crossed paths with the company engaged to clean your offices. Perhaps you paid them little attention as you went about your day, as they were providing a routine but vital service. We are living through a time where infection control, the spread of germs and hygiene have never been so important. For those returning to the office after extended periods of working from home, it might be a bit daunting to go back to the commute and be in an environment where you are required to share facilities. With that apprehension at the front of the minds of returning workers, comfort and security will be drawn from the partnerships your company has formed with those responsible for keeping their workplace SAFE. For those in the commercial cleaning and hygiene space, it has never been more important to ensure your staff and brand are correctly represented, and what your team wear when on location is critical to that first impression around the quality of their work. As the crew responsible for leaving behind a safe and sanitised environment, what they are wearing when on the job is critical. The uniform needs to not only look contemporary, trustworthy, and appropriate for the task at hand, but it needs to evoke a feeling of security for those in its presence. Pre-COVID-19 uniforms for those working in cleaning and hygiene may have been an afterthought; a budget-based activity where the cheapest polo with a logo was usually the approach, or to my even greater horror, no uniforms at all. For those few that took their branding and first impressions seriously, having a dress code and uniform policy in place ensured their team stood out and looked professional. These are the 42 INCLEAN NEW ZEALAND May 2021

Uniforms should always reflect a company’s brand and purpose. This ensures a client can identify what the company is about through what the staff are wearing. For Cleaning and Hygiene services, your team need to look polished and put together to evoke feelings of trust.

2. PRACTICALITY Depending on the client, we often find there is either too much of a focus on the look and not enough on practicality, or vice versa! There is a significant difference between weekend wear and work wear, and whilst uniforms need to be fashion forward, they also must be functional and fit for purpose.

3. PICTURE PERFECT Tell the whole story from top to toe. If you spend time creating a look, it needs to consider all factors. Will staff need a winter wear option? What trousers are they expected to wear? Is there a requirement for a cap or beanie? There is no point creating a fabulous shirt or polo only to have it covered up by an off-brand hot pink jumper that does not communicate the consistent story of your brand.

4. POLICY The devil is in the details. Ensure there is a company uniform policy outlining dress standards. Should the shirt be worn tucked in or out? What type and colour shoes are acceptable? What is the jewellery policy? Unfortunately, common sense isn’t always all that common, and when taking the time to create your team image through uniform, it is even more important to follow that through with the detail of how it should or shouldn’t be worn. The trend of hyper-awareness around hygiene and the emphasis of safety and sanitation in the workplace is here to stay, and the careful consideration of what is worn by those working in this industry should also remain a priority. Pamela Jabbour is the founder and CEO of Total Image Group. ■


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Join your local industry association within a global community!

With more than 10,500 members worldwide — including distributors, manufacturers, wholesalers, building service contractors, in-house service providers, residential cleaners and associated service members — ISSA is the world’s leading trade association for the cleaning industry. The association is committed to changing the way the world views cleaning by providing its members with the business tools they need to promote cleaning as an investment in human health, the environment and an improved bottom line.

Contact the ISSA Oceania Regional Office to find out more: 1800 621 872 Search ISSA Oceania 43


i-mop xl Pro The recently launched i-mop xl Pro from i-team includes additional features for use in harsh environments. Distinguished by its black deck, this heavy duty deck coating makes the i-mop xl Pro ideal for cleaning areas where chlorine based cleaners are used. This makes the xl Pro ideal for Hospital theatres, around pools where there are high chlorine levels, and in beachside areas with high salt content. The i-mop xl Pro also incorporates an angle sensor to help prevent water damage to the vacuum motor when the handle is lowered too far. The i-mop xl Pro retains the legendary manoeuvrability, productivity & ease of use that the original i-mop is famous for.

Twin Sweep 900EPro NEW Peach Disinfectant

Powerful, robust with impressive manoeuvrability, the Twin Sweep 900EPro from Stolzenberg effortlessly removes debris and dust. New fold-out side brooms give you sweep widths of 900mm and 1100mm, while getting into all the hard to sweep places. Perfect for large commercial or light industrial spaces, the Twin Sweep handles like a dream. The agile design and forward traction make it easy to use, significantly reducing physical impact on the body. The patented sweeping system and superior dust control minimise unwanted particles in your workplace. Plus, it’s onboard battery lasts up to 2.5 hours. Book a free demo today!

Peach Disinfectant is a commercial grade disinfectant and multipurpose cleaner designed for use in healthcare, institutional and commercial facilities. Being pH neutral and solvent free, Peach Disinfectant is safe for use on most surfaces including: plastics, metals, stainless steel, ceramics, glass, enamels and painted surfaces. Peach Disinfectant can be used in any area where soiling is a problem, including floors, walls, bench tops, doors, etc. Peach Disinfectant passes TGA option C at 50mL/L water. Peach Disinfectant is available in a 5 litre bottle and has a refillable 500mL trigger spray bottle.

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Surfex Surfex is the world’s first dry surface biofilm remover and surface disinfectant . It is the result of collaborative research with Western Sydney University and Macquarie University on Dry Surface Biofilms. It is intended for use on environmental surfaces and for non-critical medical devices such as hospital beds and theatre trolleys. Surfex’s unique formula of buffered peracetic acid and surfactants ensures it will provide maximum disinfectant efficacy critical for healthcare environments. Surfex has excellent materials compatibility when compared with Bleach/Chlorine and has proven kill claims against SARS-CoV-2 (COVID-19), Clostridium difficile, Norovirus and Influenza. Surfex is available in 8.5g sachets for dilution in 500ml bottles and 85g sachets for dilution in buckets.

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F O R U P H O L S T E R Y & D I F F I C U LT- T O - R E A C H A R E A S


















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Oxivir Excel Wipes Oxivir Excel Wipes are a one-step hospital grade disinfectant cleaner based on Accelerated Hydrogen Peroxide (AHP®) technology to deliver fast, broad spectrum disinfection with enhanced cleaning power. Oxivir Excel Wipes kills viruses, bacteria, and yeast in one minute, including SARS-CoV-2 (COVID-19 virus), Norovirus, Herpes Simplex Type 1, Murine hepatitis virus, Adenovirus Type 5, Poliovirus, S. aureus, E. hirae, P. aeruginosa, E. coli, P. vulgaris, and Candida albicans. The ready-to-use pre-wetted wipes are designed for hospitals, aged care facilities, childcare and educational facilities, and hospitality venues.

Diversey New Zealand 0800 803 615

Viper CEX410 Professional Carpet Extractor A professional, self-contained and silent carpet extractor with excellent cleaning performance for maintaining textiles like carpets and upholstery efficiently and easily, while the powerful vacuum motor ensures fast dry time. Features simple dashboard, safety switch, foot-operated parking, easy adjustment and manoeuvrability, quiet cleaning and easy maintenance. 0505 727 433

NEW RapidClean Window Cleaning Kit RapidClean’s commercial grade window cleaning start up kit. Use this kit to effectively clean windows and leave a streak free finish. Kit includes: • • • • • • • •

1 x 12L Green bucket 1 x 35cm “T” bar handle 1 x 35cm Washer cover 1 x 35cm Squeegee channel and rubber 1 x Squeegee handle 1 x Safety scraper 1 x Rapidclean microfibre cloth 1 x Set of Squeegee holder clips (2 Grey in colour) 0505 727 433 46 INCLEAN NEW ZEALAND May 2021

15 - 16 SEPT 2021 Newmarket Room, Ellerslie Racecourse, Auckland, New Zealand

New Zealand’s largest dedicated cleaning & hygiene trade show

In Association with

Media Partner

What to expect at CLEANNZ 2021? Organised by • Extended line up of new exhibitors • New innovations from the regular exhibitors • Two days of education, updating technical knowledge, skills and values • Pre-show workshops covering hygiene in health care and hospitals, green sustainability, new technology and outdoor cleaning • Gala Dinner featuring the BSCNZ CleanSweep™ Awards on Thursday 16th September 2021 For more information: visit or phone 0800 451 590 (NZ) / 1300 789 845 (AUS) For exhibiting and sponsorship opportunities, please contact Samantha Ewart: