Building a workforce of the future in the tech-driven facilities management industry

The use of digital technology in the facilities management (FM) industry is pervasive today and it looks set to grow in a brave new world. Dubbed "Smart FM", it is defined as the integration of systems, processes, technologies and manpower to enhance the management of a building's facilities.

Over the past years, the introduction of sensors, robotics, data analytics, among other innovations, as well as the push for sustainability and the COVID-19 pandemic, have re-shaped the way FM work is carried out, and lifted expectations of building owners and users.

C&W Services Singapore's Cheng Su Chen, with over 20 years' experience in the FM business, has had a front row seat to the evolution of the industry.

Ms Cheng, who is the group managing director, Government & Institution at C&W Services Singapore, said, "FM is now a tech-driven and tech-enabled business; there are drones, robots, Internet of Things (IoT) sensors, smart energy management system, smart glasses, and a host of applications to track and analyse buildings' performance and the impact on the occupants.

"FM is becoming increasingly sophisticated and its role has shifted from being just a service provider to a business enabler, focusing on improving user experience, safety and well-being, supporting sustainability goals, as well as optimising the lifespan of the assets," Ms Cheng, 63, added.

These changes mean that FM personnel must be multi-skilled, and possess effective communication and team management skills, patience, the ability to navigate technology, and analytical thinking, amongst others.

Embracing technology and advancing innovation

C&W Services Singapore, a leading integrated facilities management company in Singapore, has evolved with the times and now deploys a wide range of technology as part of its integrated FM solutions for clients - in a reliable, cost-effective and efficient manner. Based on C&W Services Singapore's observation, technology deployment in FM projects can help to reduce the manpower required on-site by as much as 20 per cent.

Mr Christopher Loh, 45, senior director, Government & Institution at C&W Services Singapore, noted, "The application of sensors has improved staff productivity and at the same time, mitigated downtime of building services through timely intervention. Apart from improving users' experience, this also translates into higher cost efficiency, which benefits both owners and stakeholders financially."

Tapping the expertise of in-house teams and third-party vendors, C&W Services Singapore has rolled out numerous tech-related initiatives at its FM projects across Singapore. These include autonomous cleaning robots, drones to carry out the inspection of building façade, artificial intelligence technology to analyse data, remote centralised real-time equipment performance monitoring, remote security surveillance, as well as smart FM IoT systems, which monitor and provide precise building information via various sensors.

At an ageing commercial building in Bukit Merah, for instance, the installation of IoT sensors enabled the FM team to obtain critical building information - from mechanical and electrical services to indoor air quality and toilets' cleanliness - in real time, proactively check the building's operational status, and implement a preemptive maintenance plan to minimise disruptions to building operations.

Meanwhile, over at the Singapore Sports Hub, the state-of-the-art, fully integrated sports, entertainment and lifestyle hub in Kallang, C&W Services Singapore has developed a proprietary web-based software Total Asset Manager (TAM) to provide integrated facilities management services and asset lifecycle management to the Singapore Indoor Stadium and other venues within the mega Sports Hub development.

Through the TAM web application and its intelligent remote monitoring, all relevant stakeholders and contractors are consistently provided with actionable insights and are kept informed of the assets' performance metrics. This enables the team to mine data, enhance reporting capabilities, conduct performance benchmarking, make more informed business decisions, and reduce response time to any on-site issues.

Apart from facilities management, C&W Services Singapore also provides a wide range of services at the Singapore Sports Hub, including event support, retail tenants' engagement, security and access control, cleaning and waste management, landscaping, health and safety, as well as mechanical and electrical (M&E) services.

Workforce development and broadening career pathways

Overseeing the massive integrated FM project at the Singapore Sports Hub is Mr Lam Shiu Tong, managing director, Defence & Sports Facilities at C&W Services Singapore.

Mr Lam, 55, leads a team of 150, comprising engineers, site inspectors, arborists, security staff, certified unmanned aircraft pilots and rope access specialised services team, to oversee the smooth running of operations at the Sports Hub. He had joined C&W Services Singapore in November 2014, after retiring from the Singapore Army, where he held the rank of Brigadier General.

"The Army trained us to be adaptive and never to flinch in the face of challenges, and so I embraced the career transition with a positive mindset and was mentally prepared to embark on a journey of steep learning. I must add that I was also very lucky to have great mentors, in C&W Services, who guided me and paved the way for me to succeed together with my team," he said.

Since joining the company, Mr Lam has also undergone various training courses and is now a qualified drone pilot and rope access specialist.

Whether it is for mid-career professionals like Mr Lam or younger staff members, C&W Services Singapore has laid out robust learning and development plans to help employees upgrade their technical skills and provide new pathways for those looking to switch careers. Last year, the firm offered nearly 10,500 hours of training to its employees.

It also runs regular internship programmes aimed at nurturing and inspiring the younger generation to join the FM industry. In addition, the firm is exploring potential opportunities to collaborate with institutes of higher learning on tech skills development in 2022.

Over the next two years, C&W Services Singapore intends to offer staff training on self-leadership, design thinking, data analytics, data visualisation and data science at varying levels of competency.

Leading the FM industry into the future

As the FM market leader here, C&W Services Singapore will continue to explore different avenues to attract and nurture talent, deepen capabilities, and invest in research and innovation to raise industry standards, as well as help clients achieve success.

Ms Natalie Craig, managing director of C&W Services Singapore, said, "The digital transformation in the sector presents opportunities for us to rethink FM operations, leverage technology to redesign processes and optimise labour resources. Furthermore, the FM industry has a key role to play in driving sustainability in the built environment and enhancing the safety and wellbeing of building users.

"A lot of what we do happens behind the scenes and is often highly technical," she added. "But at the heart of our work is a deep commitment to provide peace of mind and a safe and comfortable environment, not just for stakeholders but for all users of the assets - and to do so reliably, all year round."

Ms Natalie Craig, managing director, C&W Services Singapore