Technology has undoubtedly left its mark on every industry across the globe – and facilities management is no different. With continuous advancement, FM leaders have had to adapt and upskill to keep pace with the tech tools and processes reshaping the sector.
Here, Adam Atkins – Group CEO of Coat Facilities Group – reflects on the changes he’s seen throughout his extensive FM career, and the advantages and challenges of adopting technology within the industry.
What have been the biggest technology‑led changes you’ve seen within the FM industry over the years?
One of the biggest transformations has of course been the switch from paper to platforms. The laborious task of keeping track of every project, task and change no longer requires a meticulous filing system but can be accessed at the touch of a button from any location across the country.
This has elevated how teams operate, enabling a truly mobile workforce without compromising on the constant communication needed between head office and those out in the field. And, of course, we have seen data become intrinsic to the work we undertake. While experienced FM leaders will still use their experience and knowledge to inform decisions, it’s transformational to be able to capture and access both real‑time and historic data, allowing us to predict trends and mitigate against future challenges much more easily.
It’s not just about how FM providers utilise this technology, we have also upskilled our workforce so that we can integrate new tech (like the Internet of Things and connected assets) into the buildings that we manage. Smart tools allow for much more security than ever before and provide peace of mind for owners – it’s also something those looking at residential or commercial buildings will often have on their checklist of requirements now too.
What are the key considerations for FM leaders to ensure that technology supports rather than complicates the delivery of quality services?
Ultimately, we are there to support our clients so the starting point should be tracking the service journey and ensuring that technology is enhancing it rather than slowing it down or over‑complicating the process at any point. Tech can enforce quality, compliance, health and safety and the speed of fixing issues – but all of this needs to be communicated effectively to the client. And interoperability is crucial: if systems don’t link and ‘talk’ to each other that’s when we start to see problems arrive and frustrations for our teams and our clients.
Are there additional expectations for the workforce now in terms of their digital capabilities, and is there more that could be done to upskill teams?
We are seeing FM engineers needing to diversify in terms of their skills – those which would have been useful 20 years ago are still needed, but there are so many digital‑based learnings added to that now. It’s important to avoid overloading them with so many portals that they can’t keep track, and to ensure that core systems are standardised for ease of use, again with everything linking into each other.
Leaders must focus on the outcomes that teams achieve for praise and recognition, rather than meaningless metrics like how many times an engineer has logged into their portal. And in addition to ongoing coaching, micro‑learning can be helpful, enabling them to master a specific skill before moving on to the next area of development.
New technology is being released and upgraded all of the time, so the learning will never be completed in that sense. It’s an ongoing programme of coaching and upskilling but, delivered effectively, it is immensely beneficial for the FM provider and for each individual’s career progression too.
How can technology best be utilised to ensure compliance and meet ESG objectives?
When it comes to compliance and ESG, it’s not just about gathering all the data you can, it’s about ensuring the right information is collated and analysed. With digital permits and audit trails, in theory the industry has more opportunity than ever to keep track of whether they’re meeting guidelines and objectives, and for it to be flagged early if there is a compliance issue.
IoT implementation now enables us to track energy, water and waste which gives both provider and building owner oversight of the progress being made towards ESG objectives. In addition, the checks that can be done automatically on equipment mean we can undertake condition‑based maintenance, not only saving time on manual checks but also guaranteeing compliance across the board.
Are there any major challenges when it comes to implementing technology, and how can they be overcome?
Most of the challenges come when we try to overcomplicate processes and workflows, for example by introducing too many portals. FM leaders need to be clear with clients about the demands placed on contractors when they have multiple portals to handle at the same time. But if those can be streamlined, then this has a tremendous effect on efficiency.
As with all changes, keeping engineers on board with the process can be a challenge – any individual concerns they have when it comes to learning new skills should be shared and addressed to ensure they are fully supported in a way which meets their needs. And it’s equally as critical to communicate the benefits of using technology to them: such as being able to work more flexibly because all the information they need is on a mobile device, or the time saved on repetitive routine tasks thanks to automation tools.
Cyber risks are naturally an ongoing concern, and we will no doubt continue to see heightened compliance requirements around digital safety as the world becomes even more tech‑focused. We must also keep ensuring that the data we are increasingly relying on is accurate and reliable – the whole system falls down if we are using incorrect information or allow breaches to happen!
How do you predict technology will continue to change the shape of FM in the future?
The main areas of development right now focus on interoperable ecosystems, AI‑assisted scheduling and diagnostics, digital twins, and tech which is operationally ‘invisible’. No doubt artificial intelligence will come on leaps and bounds in the next few years, combining with the human intelligence we have within the industry to drive up standards.
Ultimately, technology should simplify rather than burden the sector. With accurate data, minimal duplication, and practical tools which enhance (not hinder) service delivery, tech can shape and improve outcomes for providers and clients alike, helping us mould the buildings and the facilities management services of the future.
