LS2190 Aspire One Newsletter - Issue 62 May 2021

ISSUE 62 : MAY 2021

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The voice of Landsec | Aspire // Bringing our community TogetherAsOne

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For information regarding the articles in this magazine contact aspire@landsec.com Landsec, 100 Victoria Street, London SW1E 5JL

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One newsletter is keen to welcome points of view from Landsec staff and Service Partners. Therefore, the views expressed in this newsletter are those of the individual contributors and do not necessarily reflect the views of Landsec. We welcome contributions whether through social media, email, letters or stories. Please forward contributions to aspire@landsec.com

Cover: AspireAssist Administrator Shamora Dalhouse.

Inset: The AspireAssist team is headed up by Manager Chelsey Hall.

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David Wickens

Operations Director & Chair of Landsec | Aspire

One Editor-in-Chief david.wickens@landsec.com

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This month’s magazine features the work of the AspireAssist team and, in particular, the changes recently introduced to enhance this service for Landsec Workspace Managers, Aspire colleagues and Landsec customers.

The 24/7 AspireAssist Customer Service Centre is now using data analytics to provide informative dashboards and reports that give valuable insight into performance and trends across sites, workstreams and Service Partners.

In the same article you can read about our plans to roll out Smart Radio technology to Aspire members, enabling streamlined communication via a field service app. This is just one example of the ways in which the Landsec | Aspire network will be embracing innovation and leveraging technology over the coming months to

improve the customer experience, secure efficiencies and deliver on our sustainability commitments.

We are delighted to welcome KONE and Otis to the Aspire community, joining D2E as Service Partners in the maintenance of our lifts and escalators. Having featured Otis in our April issue, this month we introduce KONE.

Kelly Barlow

June is Pride Month and we look forward to joining with LGBT+ colleagues in the Aspire family to celebrate diversity and inclusivity, albeit with social distancing until restrictions are eased. With the UK currently on track to remove all legal limits on social contact from 21st June, hopefully we will be able to plan some exciting Aspire events and get together again soon.

Martin French

In the meantime, stay safe.

One Editor kelly.barlow@landsec.com

One Design & Layout martin@tigerbaydesign.co.uk

The AspireAssist team covers issues at London portfolio buildings such as Cardinal Place in Victoria.

Heidi Scott One Copywriter heidi@tigerbaydesign.co.uk

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DATA DRIVES PERFORMANCE FOR

AspireAssist

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24/7 HelpDesk

As the first point of call for Landsec customers and Aspire Service Partners for issues, incidents and enquiries, the AspireAssist 24/7 HelpDesk has played a vital role in ensuring customer satisfaction since its launch in 2019. Now the team is harnessing the power of data analytics to enhance the customer experience across the London Portfolio.

Back in January the AspireAssist team, headed up by Manager Chelsey Hall, introduced the new analytics and automation functionalities to the system, which were explored and adjusted until go-live in April. The team’s roadmap of upgrades to the service has been shared with both Landsec Workspace Managers and Aspire Service Partners, who have all welcomed the new features. “It has convinced some of them to re-engage with the system and others to ask for access for the first time,” says Chelsey Hall.

“The reaction has been really positive.”

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AspireAssist Supervisor Christopher Didier.

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The AspireAssist Customer Service Centre is based at the Zig Zag Building in Victoria.

The AspireAssist portal now has informative dashboards and provides weekly and monthly reports that shine a light on performance and trends.

The data can be viewed in a variety of ways – by Service Partner, workstream or site, for example – to give Landsec Workspace Managers real insight into issues, response times, statistics and trends. The data is extremely useful for identifying recurring problems, enabling the equipment concerned to be overhauled or investment to be made in new systems. “The data also helps Workspace Managers to schedule pre-planned maintenance at the best times,” says Chelsey. Of course, when it comes to assessing Service Partner performance at contract renewal, the metrics are invaluable.

According to AspireAssist Supervisor Christopher Didier, the team is constantly on “a mission to improve” the HelpDesk service. Chris assists Chelsey in managing the team, which also includes AspireAssist Administrators Shamora Dalhouse, Terry Latchman and – from 1st June – the latest recruit, Katrina Rawlings. Chris joined the team in March 2020, with just one day in the office before the country went into

lockdown due to the pandemic!

It was a fast learning curve but he soon mastered the Freshdesk platform, which the AspireAssist service operates on, and has recently completed additional training to Expert level with the Freshdesk Academy.

The AspireAssist team members have two screens each, with the data being refreshed every 30 seconds. The screens display key information on dashboards, with metrics being colour-coded (data in acceptable zones is black, while other data is red). When a customer, Landsec Workspace Manager or Service Partner contacts the HelpDesk, a ticket is generated. This records all communication and can be used for investigation later, if required. Incoming emails are converted automatically into tickets.

There are four priority levels for issues Low, Medium, High and Urgent – that determine the Service Level Agreement (SLA). Progress and follow-up is prompted automatically by the system when a ticket gets close to its SLA. “As part of the introduction of analytics,” explains Chris Didier, “we added more compulsory drop-down options to

tickets including reasons for the late closure of a ticket or an SLA extension, such as an engineer being diverted to a more urgent issue.” The system also now measures how long it takes for a ticket to be acknowledged by a Service Partner.

The dashboards make it easy for the AspireAssist team to keep an eye on Key Performance Indicators (KPIs) such as overdue tickets, unresolved tickets and tickets with resolution due that day. Team members can drill down into each ticket, location, Service Partner, client, workstream, due date and so on – the possibilities are endless.

Automation in the system ensures communication is more direct and rapid. “It’s much more fluid,” says Chris.

There’s also a little friendly rivalry among the AspireAssist team through a leaderboard with virtual badges such as ‘Sharpshooter’ and ‘Speed Racer’ assigned to Administrators achieving best performance in various metrics for ticket resolution and customer satisfaction. The team is achieving a maximum of 3 minutes between a ticket coming in to it being assigned, with all information fields completed, to a Service Partner.

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AspireAssist 24/7 HelpDesk

AspireAssist Manager Chelsey Hall.

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The most common ticket issues relate to temperature, lights, lifts, wear and tear to the building fabric and sanitaryware (blocked sinks or toilets). “These probably account for 70% of issues,” says AspireAssist Administrator, Shamora Dalhouse. “The work peaks tend to be Tuesday and Wednesday – that’s when we receive the most tickets.” The team is doing everything it can to encourage customer feedback, with every ticket automatically generating a survey to the customer. In addition, there is always a telephone call to the customer before closing a ticket. Although the team is currently only receiving feedback for 5-10% of tickets, a pleasing 95% of customer feedback is positive. According to Shamora, the most challenging part of the job is “having to remember you’re the administrator, not the co-ordinator.

You want to fix things immediately, but you can’t.” She has noticed that the data-driven approach is giving Service Partners more incentive to react quickly, however, when an SLA deadline is approaching. “It makes them more proactive,” says Shamora. And the best part of the job? “I’m a people person,” she says, “so I enjoy interacting with people from different backgrounds and walks of life. I’m also building up knowledge and terminology in different workstreams,” she adds.

The AspireAssist team is working hard to encourage more users to take advantage of the LiveChat facility, which is available from 7am to 6pm, Monday to Friday. Accessed via the purple icon in the bottom right-hand corner of the browser window of the AspireAssist log-in page, LiveChat can now be used without logging in, as can the Assist email function. “LiveChat is really easy to use,” says Chelsey Hall, “and streamlines communication for a faster response.”

Another current focus for the AspireAssist team is to support the Smart Radio project. Aspire Service Partner, Bidvest Noonan, is replacing the traditional walkie-talkies with Smart Radio devices that have computerised functionality. The Smart Radios can download the Freshdesk field service app, allowing ticket information to be sent directly to on-site technicians rather than via a Service Partner’s helpdesk. “The app allows a supervisor to assign tasks to his or her team members,” explains Chelsey Hall. “As the supervisor knows which team members are on site and what their particular skill sets are, this direct communication means the best possible response time.” A trial of the Smart Radios will take place

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soon at Nova, after which Landsec will decide how to roll out this technology.

The AspireAssist team is currently helping to put together a user guide, and workshops are planned to introduce the Smart Radios to the Aspire teams.

“Eventually around 400 Smart Radios will be in use across the London Portfolio,” says Chelsey.

Before that, however, the AspireAssist team is providing analytics training sessions – remotely via Microsoft Teams – to enable Service Partners and Landsec Workspace Managers to familiarise themselves with the dashboards and reports now available in the AspireAssist portal. The team has refreshed both the internal and external user guides to ensure they are simplified and up-to-date. “Most of our Service Partners have their own systems,” says Chelsey, “but they are using the AspireAssist portal as well, in order to cross-reference information. They have provided feedback that the dashboards are really informative.”

How can we help you today?

Submit a new support ticket right now!

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Aspire SERVICE STREAMS AspireAssist 24/7 HelpDesk

AspireAssist Administrator Shamora Dalhouse.

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Terry Latchman from AspireAssist.

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LiveChat Instant contact, at your fingertips.

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Eventually around 400 Smart Radios will be in use across the London Portfolio.

Chelsey Hall AspireAssist 24/7 HelpDesk

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Hi, I’m from Q&S, can I report a lift issue please?

Yes of course, let me contact the Aspire team for you.

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Instant contact, at your fingertips.

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ASPIRE WELCOMES

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Lift specialist KONE has joined the Landsec | Aspire family.

Alongside fellow newbie Otis and existing Service Partner D2E, KONE will support the engineering workstream.

Technicians from KONE are now maintaining the lifts and escalators at: — Dashwood — Nova — New Street Square — One New Change — 55 Old Broad Street — 140 Aldersgate — 123 Victoria Street.

With a mission to improve the flow of urban life, KONE is a global leader in the lift and escalator industry, employing around 60,000 people

worldwide. The company also provides automatic building doors and solutions for maintenance and modernisation.

The KONE story began in a machine repair shop in Helsinki, Finland, back in 1910. The business took the name KONE (which is Finnish for ‘machine’) and started refurbishing motors, as well as importing and installing elevators from Sweden.

The group had has a presence in the UK for over 40 years. From its head office in Chertsey and regional offices across the country, KONE plc serves customers with a team of almost 1,800 people.

If you see a KONE representative as you go about your daily work, please take a moment to say ‘hello’ and welcome them to the Aspire community.

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Aspire ONE TEAM / ONE PURPOSE

R A L L Y I N G

R A I N B O W S

W I T H

Pride 35% of LGBT staff have hidden that they are LGBT at work for fear of discrimination. according to Stonewall’s LGBT in Britain Work Report, 2018

Every June is Pride Month, where people worldwide remember the sacrifices of those fighting for equality for the LGBT+ community and celebrate their own identity with rainbow flags, face paint and plenty of glitter.

Pride events take place in June to mark the anniversary of the Stonewall Riots, which took place in Greenwich Village, New York, in 1969 after police raided a gay club called the Stonewall Inn. On the first anniversary of the riots, activist Brenda Howard (known as ‘The Mother of Pride’) organised Gay Pride Week and a parade that eventually became the New York City Pride March.

With social distancing still in place due to coronavirus, Pride Month will have to take a different format again this year to the usual parades, festivals and concerts.

However there will still be celebrations and no doubt social media will play an important role once again in helping everyone in the LGBT+ community to embrace who they are and let the world know.

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Diversity all year round Landsec and the Aspire community work hard to develop and maintain an inclusive culture, so we welcome the opportunity to engage in discussion on LGBT+ issues and inclusion during Pride Month. However, our long-term aim is for inclusion to be the norm all year round, rather than having peaks of activity.

One of the ways in which we try to achieve this is by sponsoring organisations that promote diversity in the workplace. Landsec sponsors Stonewall, the charity that runs the annual Workplace Equality Index and helps companies improve their inclusivity agenda, and also sponsors Freehold, an industry network group of property professionals who socialise and raise awareness of LGBT+ challenges and opportunities in real estate.

Landsec Allies One of Landsec’s internal affinity networks is the LGBT+ Allies network.

Over the past few years the network has utilised Piccadilly Lights during Pride in London, reviewed policies and supported other affinity networks in events such as International Women’s Day. With 2020 being the year most workplaces embraced working from home, the LGBT+ Allies network joined forces with the Landsec Social network to host an evening of Bogan Bingo, a virtual comedy game show, which was a resounding success. In February 2021, the allies celebrated LGBT+ History Month by engaging people with pronouns and they have lots more plans for the rest of the year, so get involved!

The LGBT+ Allies committee meets monthly and provides input to Landsec Includes, which brings together all the various networks. After four years at the helm of the LGBT+ Allies network, Martin Worthington recently stepped down and David Johnston replaced him as the new Chair. Embodying much of Martin’s passion for inclusivity, David is looking forward to taking a renewed approach to intersectionality (the interconnected nature of social categorisations such as race, class, sexuality and gender) and engaging with the wider affinity networks at Landsec to make it a truly inclusive place. Bruce Findlay, Landsec’s new Managing Director of Retail, has taken on the role of network sponsor, ensuring the work of the LGBT+ Allies network is highlighted at Executive Leadership level.

Could you be an ally?

An ally is a person who does not necessarily identify as part of a particular group but who, in their own personal and professional life, works to end discrimination by supporting that group. Engaging with allies helps us to achieve our objectives. Landsec’s LGBT+ Allies network is looking to collaborate more with Aspire colleagues, so if you’re interested in becoming an ally or just attending events, get in touch with David Johnston. You can also contact Simone Brown-Taylor for information about Landsec Women, Marc Myers for information on Hand in Hand (the Disability and Wellbeing network) and Ally Reid for information about Diaspora (the BAME network).

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Aspire STAFF RECOGNITION AWARDS

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We recognise & reward Landsec | Aspire is always looking for your feedback to help us give praise where it’s due. Whether you’re a team member or a Landsec Customer, let us have your Player of the Month votes and winners will be featured in One Magazine.

What are the Aspire Staff Recognition Awards?

Every month a ‘Player / Team of the Month’ is selected from nominations by you, other Aspire team members and Landsec Customers. Winners receive a certificate and some well-deserved prizes.

It is a credit to everyone that each month lots of nominations are received, illustrating just how good the Aspire team is and how team members are held in such high regard by the people they work with.

Aspire Recognition Awards 2019.

How do your workmates excel in the Aspire values?

— Determined — Inclusive — Driven — United

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Aspire PLAYER OF THE MONTH

April ‘21

Each month we salute the people recognised by you for exceptional performance or for simply being a great team member.

Nominations can now be made via AspireAsOne.co.uk

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n tio ni

Flood of praise after water leak

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Team of the month

CDC Group plc, a customer at 123 Victoria Street, has praised the entire Aspire team at the building for being “amazingly helpful and professional”.

It was the Aspire colleagues’ reaction to a water leak that prompted an appreciative e-mail from Bradley Miller, Facilites & Operations Manager for CDC Group. He commended Lorena Yapura and Charles Walden of NJC, saying: “Lorena and her team helped with a water leak, contacting me in the first instance, which enabled me to react immediately, hence stopping a potential flood. She also helped with the provision of a key for the 06 floor toilets and helped clean a floor with a particularly bad stain. Always extremely polite and willing to help us, Charles, Lorena and her team are a credit to NJC.” Their Aspire colleagues at NG Bailey, Vincent Loftus and Jerry Anderson, were also singled out for praise: “Vincent and Jerry reacted immediately to contain the water leak and shut off the valve – amazing service. They continue

to provide a first-class, responsive and proactive service, which in turn allows us to focus on supporting our business. It’s a strong team with great personalities and a pleasure to work with,” wrote Bradley Miller.

Tribute was also paid to security officer, Tanka Thakali: “Tanka is incredible; he has taken the helm in Harks’ unfortunate absence and is doing a truly wonderful job, continuing to deliver a swift an extremely helpful service.

The same can be said for all the team,” continued Bradley Miller. “They are great and work with us to make our lives easier and better and we really appreciate it.”

Winners THE ASPIRE TEAM AT 123 VICTORIA STREET

Karen Harris and Aminata Balde in the post room were not forgotten either, being described as “amazing characters whose professionalism and knowledge of the mail and courier systems continue to help me and my team”.

Congratulations to all the Aspire team members at 123 Victoria Street for going the extra mile and keeping customers extremely happy!

NJC’s Lorena Yapura (left) at Aspire’s One Christmas 2019.

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Aspire ONE COMMUNITY

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The winners of the Landsec Nature & The Environment photography competition, held as part of Mental Health Awareness Week, have been revealed.

The judges selected entries from Robert Martin, Day Janitor at 80 Victoria Street, and Shellie O’Byrne, Retail Manager at Gunwharf Quays, as the winning photographs.

The competition reflected the theme of this year’s Mental Health Awareness Week (held from 10th to 16th May), which was nature – recognising the important role that the natural world plays in maintaining good mental health. Entrants were encouraged to submit photos of landscapes or environments that are important to them and make them happy.

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Winners Robert and Shellie will get the chance to go to Christmas Common in Oxfordshire in October to help Windowflowers select the Christmas trees for the London Portfolio, as well as visiting the Windowflowers nursery for some floristry tuition.

In their deliberations, the judges scored the 60 competition entries in terms of quality, composition, relevance and originality. According to Kelly Rimmer, Guest Services Manager for Rapport, the standard was very high.

“Countryside was the most popular subject,” says Kelly, “with landscapes from all around the world. Most people said that they looked back at these photos to make them happy throughout lockdown.” Joining Kelly on the judging panel were Miles Watson-Smyth and Thomas Kluza from Windowflowers, along with Guest Relations Manager for Landsec’s Outlet Portfolio, Jay Wood.

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9 June

FLYING VISIT TO ONE NEW CHANGE

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Things went a bit ‘quackers’ at One New Change on 17th May, when an injured duck arrived on one of the terraces. A customer called the security team for assistance because the duck needed help but she was too scared to approach it.

Fortunately, taking charge in unusual situations is water off a duck’s back for Shift Manager, Ilteris Babayid and Site Operative, Zdenka Dobiasova. Within a few minutes the pair had calmly rescued the lame duck, which was in a rather nervous state. They took their feathered friend under their wing and, after a lot of TLC, the duck was safely handed over to the RSPCA.

WEBINAR ON CREATING

Accessible destinations Purple Tuesday 365 is hosting a webinar entitled ‘Creating an Accessible Destination’ and members of the Landsec | Aspire community are invited to take part.

The webinar, which will start at 12.30pm on Wednesday 9th June, will feature top tips to help create an environment accessible for people with a variety of disabilities, some of which are hidden. #PurpleTuesday is a programme that encourages organisations to make changes that improve the customer experience for disabled people, with the Purple Tuesday 365 initiative striving to keep the focus on accessibility and equality all year round. The campaign is about creating a step change in terms of public awareness of the value and needs of disabled customers.

If you would like to participate in the webinar, please ask your line manager for details on how to book a place.

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Aspire GET CONNECTED

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Aspire News & Events Join our new private group today To improve the way we engage and make the most of Facebook’s functionality for privacy, chat and events posting, we have a private Aspire group called Aspire News & Events.

To receive your online version of our monthly One newsletter, view photos from our events and keep up to date with what is going on, please join this group where Aspire content is visible to members’ eyes only.

Please stay connected as we have loads of exciting new things coming up. Thanks, Landsec | Aspire.

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