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Transforming workplaces through FM services

FM solutions - BBC
31 November 2019



Interserve has been delivering its £140-million facilities management (FM) contract with the BBC since 2013. The contract includes management and delivery of 26 services at over 150 sites across the UK, covering more than 590,000 square metres. The portfolio includes iconic facilities such as Broadcasting House in London, MediaCityUK in Salford and Pacific Quay in Glasgow, covering diverse environments such as offices, studios, data centres and event spaces.

When the world’s largest broadcaster (by employee numbers) decided to use its facilities to generate stronger commercial value and offer more creative, productive spaces for its employees, it found its solution in the FM market through Interserve.

The BBC is a British public service broadcaster headquartered at Broadcasting House in Westminster, London. It went to market in 2013 with the aim of consolidating its existing FM provision and securing a better commercial deal. It was important that this partner was experienced, understood the broadcaster and could proactively manage its ever-changing property portfolio.

Interserve’s solution focused on streamlining the service provision, improving operational efficiency and delivering value for money. But perhaps the most crucial objective was to implement an estate-wide workplace support model. Its purpose was to make best use of technology and space whilst maximising employee creativity and wellbeing.

Interserve worked in collaboration with key client stakeholders to fully understand the portfolio and identify where efficiencies in the existing service could be achieved. This involved regular engagement between the suppliers’ dedicated mobilisation team and the broadcaster, a thorough review and analysis of existing building and employee data, energy planning and consultations with employees TUPE transferring to Interserve.

The intelligence gathered played a central role in guiding the transformation process. It gave both parties the information needed to make crucial investment and service design decisions and ensured a quality, cost-effective service was implemented. 


Interserve implemented its workplace model focusing on revolutionising the workplace experience for employees and visitors. This included mapping the customer journey which was brought to life within a set of brand standards used by the FM team. A seven-module training and induction programme was rolled out to ensure all FM team members deliver consistent standards across all locations.

Workplace coordinator roles were introduced throughout the estate which has proven vital in upholding these standards. Workplace coordinators are the central point of customer service for a department or floor. Their main purpose is to ensure employees and visitors are comfortable and supported in the workplace. Their roles have evolved in line with customer feedback and the ever-changing workplace environment. Responsibilities now include anything from topping up printer paper and ensuring common areas are clean, to delivering site inductions and display screen equipment (DSE) assessments. 


The broadcaster regularly reviews its property strategy and working practices to remain innovative and forward-thinking. This ensures it continues to provide an appealing workplace that supports the flexibility and creativity its employees need.

Being a strategic partner, Interserve is involved in early discussions regarding potential property moves, renovations or changes in workplace practices. Interserve advises, manages and coordinates these projects. The latest being the imminent move to the new one-million square foot Central Square development in Cardiff. This latest development in the broadcaster’s estate rationalises a number of its existing Welsh facilities and brings 1,400 employees into a single building. Interserve has been involved in this project since its inception. Its workplace team are onsite months before the first phase of building users arrive. The contract engineering team has been involved in the fit-out and will introduce a modernised way of working once the building opens –a unique building management system and high-spec devices supporting their 24/7 engineering service.

Other unique aspects of the Cardiff service include; a hawking pest control programme, zero waste to landfill and an off-site mail scanning and sorting service.

But perhaps the most crucial service Interserve provide is managing the culture change and shift in working practices for the broadcasters’ employees – initially focusing on the ‘big ticket’ concerns, Interserve put measures in place to ensure a smooth transition into the new working environment. 


Security and resilience are obviously critical risk areas for the broadcaster, both from a technical perspective and for its reputation. Strict KPIs are in place that allow for zero error. FM teams are continually trained and audited by Interserve and the broadcaster as well as external auditors. Interserve has stringent business continuity plans and disaster recovery controls in place which are subject to regular scenario tests to ensure they are robust and effective. It has 24/7/365 business continuity managers dedicated to this account who support business continuity and risk at all times and take up the position of Bronze Command during any incidents. 


In addition to its core FM contract, Interserve has a separate security contract delivering all manned guarding and security services to the estate since April 2014. These services are delivered by Interserve’s security brand, First Security who has recently been re-awarded the contract for a further three years. Accredited, trained and directly employed security officers deliver a safe and secure environment through static security guarding, foot patrols, mobile vehicle patrols, CCTV monitoring, mobile key holding, alarm response and site security. Additional specialised services also delivered include audience and guided tour vetting and close protection. This contract further demonstrates the trust and strength of the partnership between Interserve and this truly unique broadcaster. 

As the partnership continues, it will see FM services transformed with innovative yet simple solutions, further strengthening the relationship with the BBC and its employees and visitors.


  • In partnership since 2013
  • £140-million contract
  • Delivering 26 service lines
  • Covering 150 properties, 590,000m2
  • TUPE transferred 1,100 people
  • 20% efficiency savings through service optimisation and multi-skilling
  • Completed 72,000 reactive service requests
  • 48,000 PPM work orders carried out each year
  • Manage over 900 workplace and charity events
  • 189 hazards resolved
  • PFM Award winner
  • IWFM Awards finalist
  • Introducing new technology and systems
  • Rationalised the supply chain to improve economies of scale

The partnership between Interserve and the BBC won the PFM Awards' 2019 Partners in Renovation category. Find out more here


PFM magazine recently visited BBC's new Welsh HQ in Cardiff.

Read the full article, page 20




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