Ground breaking app sees Eric Wright FM shortlisted for National Customer Service Award - FMJ
Ground breaking app sees Eric Wright FM shortlisted for National Customer Service Award - FMJ
Abstract
Eric Wright Facilities Management has been shortlisted for a national industry award for Customer Service Excellence following the development of a unique app to support its client One Partnership. The EWFM Variation App is one of just three initiatives that have been shortlisted for the Institute of Workplace and Facilities Management Award for Excellence in Customer Experience and it will now go forward to the national IWFM Impact Awards on Monday 17 October 2022 at JW Marriott Grosvenor House, London. EWFM created the bespoke Variation App for the three Local Improvement Finance Trust's, otherwise referred to as LIFT. The 3 LIFTCO's, which have a total of 23 buildings, are managed by the One Partnership Team and are jointly owned by the Eric Wright Group and Community Health Partnerships. To comply with stringent contract requirements, all FM changes in CHP, properties must be recorded, in a highly complex process termed the 'variation process' which involves multiple stakeholders across various organisations. The variation process presents many challenges, as it is almost impossible for all stakeholders to see one 'Single Version of Truth', a key issue which the EWFM Variation App addresses. Variations are now progressed easily with notifications sent to stakeholders with assigned tasks, informing them directly of actions required. All contract stakeholders are able to use the App for real-time information on variations, allowing for better communication and strengthened relationships.