Upstream - The Newsletter of Incentive FM Group

Group Contract Wins

The start of 2015 saw three new additions to Incentive FM Group’s portfolio of prestigious customers – and all three representing a ‘first’ for the Group in one way or another.

CityPoint, in the heart of the City of London, was the first, with the contract going live on 1st January. This is also the first contract Incentive QAS has been awarded with CBRE and the start of what we envisage being a long and successful relationship.

On 1st February Incentive QAS saw the start of another contract, this time at the Clarendon Centre in Oxford, a retail shopping mall owned and managed by Lothbury Investment Management. Also beginning on 1st February was Incentive FM’s first passenger services contract for Dover Harbour Board.

All three of these contracts represent significant steps forward in our continued success and growth as a business – long may it continue.

Incentive QAS


Citypoint - Incentive QASThe start of the year saw Incentive QAS commence a £3m contract to provide a full range of soft FM services at one of the
tallest buildings in the City of London, standing at 35 floors. After being informed in December of the win, the operations team mobilised the contract for a 1st January start for all third party services. We then spent the whole of January in TUPE consultation to ensure all transferring members of staff were signed up for a 1st February start date with Incentive. The mobilisation went very smoothly thanks to a thorough approach by Nick Shead, Operations Manager.

Excellent cooperation from the transferring site management team and a collaborative partnership forming very early on with the
site based customer team bodes well. The three-year contract was awarded following a competitive tender process and is the largest one in the UK for soft services for this type of building. It covers periodic cleaning, internal and external window cleaning, reception floor maintenance, external cleaning and waste management.

In addition Incentive QAS provide on-site shredding, washroom services, consumables supply and pest control. Located on Ropemaker Street, near Moorgate in the heart of the City, the 35- storey office building is managed by internationally renowned firm CBRE.

Jamie Wright, Director and General Manager at Incentive QAS commented: “This is a highly prestigious contract demanding high levels of service and we have the expertise and commitment to deliver this consistently. We beat off strong competition from several other bidders due to our proven track record and our focus on people development.”

Lee Murray, CBRE Building Manager at CityPoint, added, “We are very happy to have awarded the cleaning contract at CityPoint to Incentive QAS. During the entire tender process Incentive have clearly demonstrated both innovative thinking and a willingness to face the challenges we have set in the initial interview. We clearly believe that Incentive is committed in delivering the best possible service at CityPoint and look forward to work in cooperation in 2015.”

Incentive FM Limited

Dover Harbour Board

The Dover Harbour Board has awarded a major contract, worth in excess of £3.5million, to Incentive FM following a detailed tender which was advertised via the Official Journal of the European Union (OJEU) process. Under the terms of the 4 year deal Incentive FM will provide a unique range of services at the Cruise Terminal at the Port of Dover designed to help passengers have a the best possible customer experience on their journey.

Dover Harbour Board - Incentive FM

The Cruise Terminal handled over 200,000 passengers in 2014 and this is set to increase following the decision by a number of international cruise companies to use Dover, including prestigious Disney cruises booked for 2015. Incentive FM will be responsible for all arriving and departing passengers along with their baggage and will provide mooring of vessels, porterage, baggage handling, security, car park management, reception desk, waste management, replenishment of vessels, and customer service.

Four full-time Incentive staff will be provided to the Terminal along with a dedicated contract manager. In addition, around 180 flexible staff living locally will be employed as required to deliver services when the boats are in port. Emma Ward at Dover Harbour Board, said: “During the tender process we were very impressed with Incentive’s partnership approach and its strong investment in the staff on site, for example with customer service training. We believe they will help us to improve standards and drive service delivery to ensure all cruise ship passengers receive a first class experience.”

Bruce McDonnell, Managing Director at Incentive FM, commented: “This contract is quite unusual but the fundamentals are the same as we are delivering a unique range of facilities management services to meet complex demands. This utilises our core strength of engaging, managing and getting the best from our people. We will be working closely with the Dover Harbour Board to help them to reach their goal of becoming the port of choice for all cruise companies.”