Our team recently attended a leading Facilities Management event, Facilities & Estates Management Live, which provided fascinating insight into how the sector is embracing artificial intelligence (AI). It was great to see how innovative tools are being used to drive efficiencies, particularly in areas such as predictive and condition-based maintenance, helping organisations optimise asset performance and reduce downtime.
However, one theme stood out during the seminars: the heavy focus on AI and technology. While these developments are exciting, it’s important not to lose sight of the fact that FM is, at its core, a service delivered by people. Grant Taylor, our sector expert says “I fear we might be overlooking the fact that FM is, in the main, a service delivered by humans, thousands of well trained hard working people, supported by back-office staff and management. We can’t lose our focus on how we can drive efficiencies through more effective and productive delivery, driving the desired behaviours of teams and individuals and deploying effective management tools to achieve positive outcomes.”
Another key point of discussion was the importance of accurate asset data at the start of contract mobilisation. Inadequate or incomplete data can create strain between clients and service providers from day one, underlining the need for robust processes, collaboration, and clear accountability from the outset.
The FM sector’s journey with AI is just beginning, but as we innovate, we must ensure that technology enhances, rather than replaces, the human element that lies at the heart of great service delivery.
