Global FM Awards of Excellence: innovation in customer and workplace experience shine bright as IWFM nominees scoop four awards


  • Facilities,
  • Future of work,
  • Sustainability

11 May 2022


Sustainability and tech-driven customer experience solutions inspired by the pandemic experience dominated in the coveted Global FM Awards of Excellence today, with four IWFM-backed accolades in the customary World FM Day reveal of this intercontinental competition’s winners.

In praise of outstanding service provision, and a nod to the UK’s NHS, ISS was recognised twice. Winning the special new award, Demonstrating Excellence during the Pandemic, ISS Facility Services UK’s Royal Derby Hospital Portering Team, IWFM public sector Team of the Year 2021 was recognised for its ‘exceptional resilience’ throughout the crisis which had ‘revealed the value of every team member like never before’.  

Winning a Gold Award, ISS ServicePoint, the provider’s technology solution for better patient care, winner also in the Technology category at last year’s IWFM Impact Awards impressed the judges with its touch screen issues reporting that had restored thousands of nursing hours rightfully to patients.

One of three Silver Awards went to the Workplace Experience Programme by Sodexo and AstraZeneca, the initiative winning the IWFM 2021 Award in the corporate category of the same name. The collaboration had enhanced the customer experience resulting in a more vibrant and engaged workforce connected to local communities.

Ask Archie, NatWest Workplace Service Centre’s “industry leading” chat bot, whose fully automated fault logging system has been delighting customers was highly commended in another win for innovative workplace technology and collaboration.

IWFM CEO Linda Hausmanis said:

“Today’s amazing winners demonstrate that workplace and facilities teams are true agents of change in organisations, bringing innovation, enabling efficiencies, connecting communities and supporting better business performance overall.  Bravo to these outstanding global winners whose inspirational stories underline the value that this vital profession continues to play in achieving real, sustainable change in organisations.

“This is the fifth year that Global FM has recognised an IWFM Impact Awards finalist. To have four recognised in one go testifies to the growing impact of FM that we are so proud to champion, and never more so than on World FM Day.”

Chair of Judges Mark Griffiths said:

“The success of these IWFM Impact Awards entrants in achieving this recognition is a fantastic achievement for these teams and organisations; and a reflection if the continuing quality of the IWFM Impact awards.

“For four entrants to be recognised on the global stage as Leading the Sustainable Future of the FM industry is credit to all of them. I know I will not be alone in offering my congratulations to them all for this superb achievement”.

Notes on the IWFM-nominated winning entries

Gold Award: ISS ServicePoint - a technology solution for better patient care 

The project delivered a technological solution for improving patient care by connecting clinical teams at the touch of a button. Installing self-service touchscreen kiosks in wards and around hospitals means healthcare workers no longer have to leave patients to report facilities-related issues giving them more time and focus on patients, enabling better care. 2,300 nursing hours saved for the UK NHS since 2019; equivalent to 1.4 full time nurses for one year. 

Award for Excellence During the Pandemic: Royal Derby Hospital Portering Team, ISS Facility Services UK

"The ISS Portering Team has exhibited exceptional resilience throughout the last 12 months. The impact of the Covid pandemic on their normal working roles has been significant. It has been a very pressurised and, at times, scary working environment; however, also one where the value of every member of the team has been revealed like never before.” – Sarah Matthews, Assistant General Manager, Derby Healthcare plc.

Full case study here:

Silver Award: Workplace Experience Programme, Sodexo and AstraZeneca Partnership

A team from AstraZeneca and Sodexo united to enhance the employee experience that has led to a more vibrant and engaged workforce that is connected to local communities.

What is remarkable about how the small team operates is that it has managed to scale up the service it delivers to deal with a portfolio boosted by 50% whilst rationalising the unit cost of services and without augmenting the team. The Lead Judge remarked that the way Sodexo worked with the client was exemplary. Conscious of time needed to get the approach to work. A good example of partnership.

Highly Commended: Ask Archie, NatWest Workplace Service Centre, Property Services

NatWest group’s digital chat bot, Ask Archie, has fully automated the customer journey from start to finish. Using AI and integrating the bank’s fault logging tool ServiceNow to the supplier ISS’s system, Ask Archie can log jobs without speaking to an analyst and going straight to supplier. With a NPS score from +59 to +72 in four months and a customer satisfaction score of over 95% 'delighted' Ask Archie was confirmed by IBM as industry leading, The Lead Judge noted that in this case the project was client-led making it an excellent example of collaboration and helping the provider to gain valuable insights and creating savings. Redundant roles were re-assigned.

The winning list in full

Platinum Award of Excellence in FM 2022

Redefine Properties Limited – Wonderboom Junction Shopping Centre – The quest for sustainable Assets

Gold Award of Excellence in FM 2022

ISS ServicePoint - a technology solution for better patient care, nominated by IWFM 

Robert Bosch Ltd- Carbon Neutrality in Latin America

Property NSW – Portfolio Sustainability and Environmental Outcomes over five years

Silver Award of Excellence in FM 2022

Shell Brazil Petrolro – Sustainability Coming from the Floor: The Case of Carpet Cleaning at Shell Brazil Petrolro

Serasa Experian – A Global Design Guide for a post pandemic workplace

Workplace Experience Programme, Sodexo and AstraZeneca Partnership, nominated by IWFM

Highly Commended Award of Excellence in FM 2022

Ask Archie, NatWest Workplace Service Centre, Property Services, nominated by IWFM