In an exclusive interview with FM Director, our CEO, Declan Doyle, shares his inspiring journey and discusses how innovation, sustainability, and great people are at the heart of our business. He also highlights how our commitment to creating safer, healthier communities is transforming the way we work across the UK and Ireland.
It’s a great article and a must-read for anyone interested in our business or industry!
Read it here: https://issuu.com/fmbdmedia/docs/fmdsept24
Expertise
Introducing Dynamic Workplace
We are delighted to announce the launch of our Dynamic Workplace solution. This intelligence-driven solution employs cutting-edge sensor-based technology to optimise service performance, resource utilisation, and transform service management and workplace experiences.
Dynamic Workplace utilises LoRaWAN sensors, which employ long-life batteries and Wi-Fi technology, enabling flexible, easy placement throughout facilities without additional power or connectivity needs. These discreet, wireless sensors provide real-time data on various aspects such as occupancy, temperature, and lighting. By aligning service and resource allocation with actual usage patterns, Dynamic Workplace significantly reduces unnecessary consumption and costs. For example, with Dynamic Workplace, customers can identify when spaces are not in use, allowing them to save on lighting and heating while service teams can reorganise their work plans for greater productivity.
Bidvest Noonan’s Dynamic Workplace solution also enables greater space utilisation. For example, occupancy data can reveal underutilised areas, allowing for a reconfiguration of space to better meet the needs of the workforce or to identify opportunities for energy savings. The service solution is receiving strong support in the market, particularly in sectors with large facilities such as those in Higher Education. Four large universities have already embraced the company’s technology.
‘At Bidvest Noonan, we’re excited about the transformative impact of Dynamic Workplace. The initial feedback from our clients, has been overwhelmingly positive,’ says Peter Smyth, Director of Innovation and Technology. ‘We’ve seen customers harness this technology to not only streamline their operations but also to significantly enhance their sustainability efforts.’
Balancing Security with Community
In the article below, our Business Development Director, Adrian Canale, shares his insights on how to strike the right balance between security and community engagement.
London is renowned for its vibrant and dynamic public spaces. The city is home to some of the most exciting and diverse mixed-use environments that blend residential areas, offices, retail outlets, and cultural hotspots. When designing security solutions for these spaces the primary challenge lies in establishing robust security measures that do not detract from the welcoming and open atmosphere these areas provide. The goal is to ensure the security, safety, and well-being of everyone, from residents and commuters to tourists, without imposing an overbearing presence.
Designing effective security solutions for busy public spaces is intricate work. The foundational approach begins with a comprehensive assessment of the assets requiring protection. This encompasses not just the physical property but also the intangible elements like the area’s ambience and the customer’s brand.
The next step often involves a thorough analysis of potential threats. This includes identifying both internal and external risks. Threat identification is an ongoing process, benefitting from strong platforms and highly networked teams who can use data to develop intel for advanced warning of potential threats. It is important to be ahead of the curve in this area. An in-depth understanding of all threats allows for the quantification of their potential impact, guiding the development of responsive and proactive security strategies.
Central to the design of these security solutions are three key pillars: people, procedures, and technology. By harmoniously integrating these pillars, security solutions can be crafted to provide comprehensive protection while maintaining the unique character of the spaces being protected. The goal is to create a robust and multi-layered security solution, capable of adapting to the evolving needs and challenges of these dynamic environments. There are many additional considerations when designing solutions for public spaces.
Public spaces are melting pots of individuals, each with distinct needs and expectations and embracing inclusivity in these spaces has become a cornerstone of modern security solution design. This means designing measures that cater to all, ensuring everyone feels safe and acknowledged.
In this context, security solution designers increasingly call on security personnel to adopt roles that go well beyond traditional duties. They are asked to perform as ambassadors and customer service representatives, trained not only in security and safety procedures but also in skills such as empathy, communication, and cultural sensitivity.
In a city as diverse as London, communication barriers can be a significant challenge. Training and careful recruitment can help bridge the gap and there are many small and simple steps teams can take to improve their accessibility to the public. For example, some of our security teams wear ‘language flags’ on their uniforms. These small, embroidered patches indicate the languages an officer is fluent in, thereby inviting non-English speakers to communicate in their preferred language. This simple but effective tool not only eases communication but also demonstrates a commitment to inclusivity.
The scope of health and safety in modern security has expanded significantly, encompassing advanced medical training, and enhanced rapid response capabilities. This evolution reflects a broader responsibility of security teams, not only in preventing and addressing security incidents but also in responding effectively to health emergencies.
Security personnel are increasingly equipped with medical training that goes beyond basic first aid. This includes specialised courses such as First Person on Scene Intermediate (FPOSi), which provides them with the skills to manage a range of medical conditions and trauma-related injuries.
This advanced medical knowledge enables security teams to act as first responders in emergency situations, able to administer potentially life-saving care while waiting for medical professionals to arrive. This capability is especially crucial in high-traffic public spaces where a range of medical emergencies, from minor injuries to serious health crises, can occur.
Good solution design often incorporates technologies that enhance security operations and provide data for continuous improvements. Although many security companies manage well with traditional systems and methods of working, in an era where data is invaluable, modern technology can have a huge impact on performance. For example, while many companies find paper-based occurrence logs to be adequate, for high footfall public spaces switching to a sophisticated digital system can make a significant difference. This can facilitate the analysis of data to identify trends and make informed decisions about resource allocation, identify areas for additional surveillance or patrols, and continually refine their security strategies. There are so many other areas where technologies can enhance security operations in these spaces, from body-worn cameras offering real-time recording to enhance accountability and safety, to advanced radio systems which ensure seamless communication among team members and even colleagues on other sites.
The art of creating secure yet inviting public spaces lies in the delicate balance between safety and openness. By integrating empathetic, culturally sensitive, and highly trained personnel, advanced technologies, and strategic planning, our industry can achieve the highest standards of security while preserving the vibrancy and inclusivity of our public spaces.
The impact of the AI Act on the facilities Industry
On Wednesday, the EU passed the world’s first comprehensive AI law, the Artificial Intelligence Act. This Act is set to establish unprecedented standards for AI usage and regulatory compliance. Its significance will be particularly pronounced for the private security and facilities industries in the EU. However, the significance of this Act extends far beyond EU borders, potentially influencing future legislative approaches in other markets.
Notably, the UK has outlined its approach to AI regulation in its 2023 white paper. The UK’s strategy shares common principles with the EU’s legislation. The white paper advocates for a new regulatory framework for high-risk AI systems and risk assessments for AI tool usage.
Implications for the Private Security Industry
Central to the EU’s AI Act are provisions designed to safeguard fundamental rights and public safety. The legislation classifies AI systems based on their risk potential, with stringent regulations for high-risk applications and an outright ban on specific uses such as certain untargeted facial recognition and mass surveillance techniques. For the private security industry in the EU, these measures may necessitate a careful evaluation of surveillance practices and technologies in the future. The act prohibits the use of AI systems that “create or expand facial recognition databases through the untargeted scraping of facial images from the internet or CCTV footage”.
The Act restricts the use of ‘real-time’ remote biometric identification systems in publicly accessible areas for law enforcement purposes, permitting their usage only under specific, tightly defined circumstances, such as the search for victims of serious crimes or the prevention of substantial, imminent threats.
The act will present challenges in terms of compliance and operational adjustments for Security providers as they deploy AI. Security firms will need to conduct comprehensive audits of their AI technologies, ensuring alignment with the Act’s requirements. A crucial component of adapting to the new landscape involves educating both staff and stakeholders about the ethical, legal, and operational implications of the AI Act.
The Artificial Intelligence Act is a landmark in the regulation of AI technologies, with far-reaching implications for the private security industry. Ultimately, this legislation aims to pave the way for a safer, more ethical future. As the industry adapts, it remains to be seen how these regulations will shape the landscape of AI in security. Bidvest Noonan is closely monitoring the developments and its dedicated teams are working together to ensure compliance with the Act and careful consideration of the use of AI technology in our business.
Commentary by Peter Smyth, Director of Technology & Innovation, And Olga Mitropoulou, Director of Risk & Compliance
Education Sector Insight Strategies Universities and Facilities Teams are Using to Create Exceptional Campus Experiences
A Changing Sector
In recent years, universities have heightened their focus on student well-being and sustainability. Today, students perceive
their educational experience as extending beyond traditional classrooms and attending university can be costly for students and their parents and they feel the need to have a formative and important experience while attending. They also expect their university to reflect their values. This necessitates a strategic approach from facilities teams, balancing cost-efficiency with demands for technological advancements and more sustainable approaches.
The higher education sector is witnessing significant growth. There has been an increase in the number of universities, leading to heightened competition for student enrolment. In this competitive environment, the role of facilities management has become more crucial in shaping campus experience, which can be an important point of difference for universities.
International student enrolment has seen a significant increase over the years, now constituting nearly a quarter of the total student population across the UK. The increased diversity of the student population and an increased focus on the importance of inclusion is informing decisions taken by campus management. Prioritizing the accommodation of
diverse cultural backgrounds and needs has significantly impacted various facets of campus life, extending from dining services to residential accommodations. University teams aim to provide a ‘home to home’ feeling for students as they take up residence on campus.
As with all sectors, Covid-19 pandemic has had a profound impact on the education sector, with an increased appreciation for the role of cleaning teams in protecting communities from illness and the introduction of new expectations and practices. Another growing trend is the increased focus on mental health in universities. Recognising its importance, universities aim to create supportive environments for students’ mental well-being. This involves designing spaces that encourage relaxation, social interaction, and physical activity, promoting a healthier campus atmosphere. Facilities teams have always been key to providing the right environments for mental wellbeing; however, increasingly, facilities teams are being asked to support their university’s initiatives, such as sharing expertise on substance dangers and helping students recognise signs of mental health issues, along with keeping a watchful eye over the student population.
Central to these evolving trends is the close relationship between universities and their facilities teams. Operating not as separate units but as one cohesive entity, this partnership is foundational in creating a campus environment that is both inviting and conducive to learning.
The Evolving Role of Facilities Services
Facilities services teams within universities across the UK and Ireland are earning acknowledgement for their role enhancing the overall student experience.
A key evolution in the role of facilities services is the transformation of campus security.
In many universities security solutions are being reimagined and security teams are being rebranded to reflect a more guardian-like role, prioritising the safeguarding of students. In many universities, security officers are referred to as campus experience officers or campus ambassadors, reflecting a broader and more engaged role. Their role extends to offering advice on personal safety, acting as first responders in medical emergencies, and being a source of information and assistance in various situations.
The significance of these services in contributing to mental health is increasingly recognised. Environments that are clean, secure, and visually appealing play a vital role in mitigating stress and fostering a positive mindset. However, facilities teams are also supporting university initiatives to look after the mental health of students, particularly security officers who keep a watchful eye over students and providing information about ranging from the dangers of intoxication to how to spot the signs that someone is having suicidal thoughts.
Facilities teams shape campus culture and environment, ensuring impeccable order and a welcoming atmosphere. Their efforts impact the overall experience for students, faculty,
and visitors, developing community spirit and mutual respect. During university events, from exhibitions to festivals, these teams collaborate on logistics, event management, and post- event clean-ups, contributing to student unity and a sense of belonging. Teams may also share expertise at events, enhancing student well-being.
Impact of Diverse and Changing Student Demographics
The increasing diversity of the student body in universities across the UK and Ireland brings with it unique challenges for facilities services leaders. As the composition of students becomes ever more varied, encompassing different ethnicities, faiths, ages, genders, and backgrounds, the need for facilities teams to be both adaptable and inclusive has never been more important.
Facilities teams play a crucial role in facilitating the smooth transition of a diverse student population, including a significant number of international students, into university life.
Facilities teams, especially security officers, are often among the first people a student sees as they arrive on campus, helping to create lasting impressions. Recognising the varied needs and expectations of students—whether first-time attendees or returning mature students these teams provide essential support. International students may find the university experience daunting due to unfamiliar local customs. Facilities teams are instrumental in ensuring their comfort, safety, and overall well-being, addressing both physical amenities and the diverse cultural and personal needs of different student groups.
Facilities teams go beyond managing campus maintenance; they are dedicated caretakers, ensuring a nurturing and inviting environment for students. Today, teams should be recruited and trained to contribute in this way. Their interactions with students should be characterised by understanding and responsiveness, ensuring that all students, irrespective of their background, feel valued and cared for. Our facilities teams on campuses often match the diversity of the students and university staff they serve. Team members come from all walks of life which allows them to more easily relate to others as individuals and as a group.
Adapting to Student Needs
Understanding and meeting the evolving needs of students must be central to any strategy. This requires maintaining a continuous dialogue to stay up to date with the needs of students, keeping pace with the changing trends in student lifestyles and learning environments. Students today need and expect more than basic functional spaces; they
need environments that inspire and motivate them. These areas need to be clean, safe, and attractive, enabling collaboration and creativity.
For many, the pandemic highlighted the necessity for clean, decontaminated, and sanitised environments, but in the university sector, there has always been a focus on infection control, with a need to protect students, who meet indoors in large numbers, from common health risks like colds and flu. Cleaning teams in the sector must ensure that cleaning is thorough and ensure that touchpoints are sanitised.
In universities, there are areas that are in constant use such as bathrooms and areas where litter accumulates quickly such as canteens and common areas. In these areas, there is
an increased need for vigilance to ensure areas remain clean and tidy. When students first arrive at university there can be a wave of colds and other bugs. Methodical frequent cleaning can help reduce cross contamination reducing outbreaks.
Universities face unique security challenges, with students, being vulnerable to crime due to the social nature of campus life. Students desire a visible and responsive security
presence, with well-lit and monitored walkways. Security teams must go beyond traditional methods, becoming strategic partners to ensure a safe and enjoyable university experience, responding promptly to emergencies.
In this sector, it is crucial to build strong relationships with blue light services and collaborate closely with policing agencies to mitigate crime around campus.
Technology in Facilities Services
Embracing cutting-edge technology is a vital aspect of modern university facilities services. Universities, often regarded as the cradles of innovation and new enterprises, are expected to demonstrate forward- thinking in all areas, including in how their facilities are maintained. Our facilities services teams, by incorporating modern technologies, not only enhance operational efficiency but also inspire the student and educator community.
A prime example of this is the implementation of smart systems that gather real-time data about building usage. This allows our cleaning teams to respond to needs as they arise and provides historical data to optimise planning and resource allocation. This is highly valuable in such large and demanding environments as university campuses. On campuses, it pays to know which areas require servicing in real time and which have been unused. Bidvest Noonan’s dynamic cleaning system, a recipient of the ‘Best Use of Smart Solutions’ award at the European Cleaning and Hygiene awards, is a good example; With the dynamic cleaning
solution, the building activity levels are regularly reviewed, and the cleaning solution is flexed to changes in requirements within a building.
The role of robotics in facilities services has expanded significantly. Robotic cleaners, improve significantly every year. Many of the latest machines are capable of autonomously cleaning large areas. This advancement allows university cleaning teams to allocate more time to complex tasks while ensuring efficient use of resources such as energy, water, and cleaning agents.
Campus security teams enhance safety by integrating advanced technologies like improved camera systems, AI, and smart sensors, such as the halo sensor. Smart software solutions, like digital occurrence logs, enable efficient incident monitoring through visual heatmapping, helping teams identify trends and respond effectively.
Technological advancements are also delivering significant sustainability progress. Innovations like the Comac Inaqua, which recycles water from floor cleaning machines for reuse, and aqueous ozone systems, which convert tap water into effective cleaning and disinfecting solutions, and powerful scrubbing machines which use less energy, water and cleaning chemicals all contribute to more sustainable campuses.
Sustainability and Environmental Practices
Today, universities are highly motivated to integrate sustainability into their campus operations. Environmental stewardship has become a priority in the sector as in many others.
Significant sustainability improvements often come from changing existing processes and procedures rather than solely introducing new equipment or chemicals. This approach can include optimising and resourcing usage, adopting eco-friendly cleaning methods, as well as implementing energy-saving practices.
Awareness programs that focus on issues like waste reduction, energy conservation, and the broader environmental impact can help create a culture of sustainability. To be most effective, facility services teams need to be the drivers of such programs.
We have found that water conservation measures, including rainwater harvesting and water recycling systems, can be effective in reducing the campus’s environmental footprint.
The Future of Campus Facilities Services
As we look towards the future of campus facilities services, it’s evident that the sector is poised for change. This will be driven by technological advancements, evolving student needs, and a continuous push towards sustainability.
The future of the facilities services industry is increasingly intertwined with technology. We’re likely to see a greater adoption of artificial intelligence (AI) and automation in routine maintenance tasks. AI can help predict maintenance needs, thereby reducing downtime and improving efficiency. Similarly, automation in areas like cleaning and landscaping can free up human resources for more complex tasks.
Another trend is the growing use of data analytics. By analysing data on campus usage patterns, facilities managers can make more informed decisions about resource allocation, energy management, and space optimisation. This data-driven approach not only improves operational efficiency but also enhances the overall campus environment.
One of the key challenges in the near future will be adapting to new health and safety standards following the pandemic. This will require innovative approaches to ensure that campuses are not only safe but also conducive to learning and social interaction.
Sustainability will continue to be a major focus area. There’s a growing expectation for universities to lead in environmental stewardship. This involves not only managing resources more effectively but also educating the campus community about sustainable practices.
Another challenge is maintaining the balance between security and privacy. With the increased use of surveillance and monitoring technologies, ensuring that security measures don’t infringe on individual privacy will be crucial.
Educational institutions strive to balance their need to provide high quality facilities with their need to manage costs. They look to their facilities partners for innovative solutions that deliver maximum value, allowing them to preserve budgets for teaching, research, and other core areas.
Despite these challenges, there are ample opportunities for growth and improvement. The increasing focus on student well-being and sustainability presents an opportunity for facilities managers to innovate and redefine what a campus experience can be. By staying ahead of these trends and challenges, facilities services providers can continue to play a pivotal role in shaping the future of higher education environments.
The unity and partnership between universities and facilities teams are the heart of creating an exceptional campus experience. Together, they forge a dynamic and responsive environment that adapts to and anticipates the needs of students.
About the Authors:
Lorraine Monaghan is Director of Operations, Education at Bidvest Noonan. Lorraine has an impressive track record in the education sector, having supported a number of large and prestigious universities. David Everett is a former Deputy Director of Campus Experience& Commercial services at a global top ten University in the UK, with over 25 years of experience, including at Director level, across the UK Higher education sector; Jenny Jones is Director of Operations, Corporate and Public Sector at Bidvest Noonan. Jenny has more than 20 years of industry experience.
From Admin to Operations Manager: The Inspiring Journey of Christina McDonald, a Determined Leader at Bidvest Noonan.
Twelve years ago, Christina McDonald embarked on a promising journey with Bidvest Noonan, beginning her career as a Rostering Admin. By September of last year, her commitment and dedication had earned her the position of Operations Manager. In this role, Christina has made a significant impact, particularly in building stronger customer relationships.
Christina’s inspiring rise reflects her determination and tenacity. Committed to continuous growth, she has avoided becoming too comfortable in any role. As soon as she began feeling settled in a position, she viewed it as a cue to strive for more, propelled by her strong ambition.
Recently, we had a chance to briefly chat with Christina about her path to success, her approach to strengthening customer relationships, and the impact of these efforts on her recent performance feedback.
Your ascent within the business is inspiring. What have been the factors in your success?
“Career progression, in my opinion, calls for several essential elements. There are five key principles that have guided me:
- Work diligently
- Build experience
- Show respect and kindness to colleagues
- Encourage open communication by asking questions
- Believe in yourself
Out of these, believing in yourself is probably the most important. There were times when my aspirations seemed too high, but the encouragement and backing I received from my superiors and peers strengthened my resolve. They convinced me to challenge my limits and chase my goals relentlessly. The belief that I had the necessary skills and knowledge to take the next step allowed me to maintain focus and persistence, even when immediate success seemed far away.”
In your opinion, what is the most important ingredient for a successful client relationship?
“People form the very core of our service delivery, and these individuals represent our company when interacting with our customers, especially those on-site. Treating your team with respect, providing support, and helping them excel in their roles are key to solid customer relationships. Having ascended through the ranks myself, I can relate to my team’s experiences and challenges. This connection creates mutual respect and understanding.”
You recently received positive feedback from customers for significant improvements made to some of your sites. How was this accomplished?
“Multiple factors contributed to this success, but I believe the main catalyst was my commitment to improving relationships with those customers. Regular meetings and on-site visits proved invaluable in identifying necessary improvements to enhance our service delivery. Should problems arise, my past experiences help me to present effective solutions. A thorough understanding of our processes has also empowered me to address challenges more effectively.”