According to research from Frost and Sullivan, currently the Saudi Arabia’s FM market value is at USD 5.5 billion, topping the region, followed by the UAE at USD 5.4 billion. Egypt ranked forth with a total market value of USD 1.6 billion, followed by Kuwait at USD 1 billion, Bahrain at USD 800 million, and Oman at USD 300 million. There have been many current trends that have shown that some of the key priorities in the sector point to competitiveness as necessary for companies to remain profitable with a focus on being proactive to creating strategic partnerships, value creation, and leveraging use if new technologies.
As we enter the year of Expo 2020, ‘CM today’ does a round-up of the top 15 leading service providers & suppliers in the region. These organisations have not only been consistent in their performance, won awards, invested in their staff, but have also shown ROI, and most importantly showcased customer satisfaction and employee satisfaction making them truly leading players in the market.
AG Facilities Solutions & Contracting
AG Facilities Solutions is one of the leading facility management companies with exceptional experience in managing diverse clients throughout the region. Continuous service improvements remain a key strategy at AG Facilities which translated into getting accreditation of ISO 41001 for FM Services in 2019. They also launched the 2-way “SMS Your Service Request” which is an additional channel for customers to register their service requests and get regular updates till completion.
Their biggest assets are the 10,000-plus employees supported by a strong management team comprising of highly experienced specialists. And the state-ofthe- art Employee Training and Development Centre, customised IT solutions and the exclusive Customer Care Centre provides the necessary support to the site operations team.
The top achievements of 2019
Mohamed Adil – COO of the company remarked that the year marked the integration of MBM- a leading Soft Service FM provider into AG Facilities, fortifying their Integrated Facility Management model across both Hard and Soft FM Services. MBM is one of the UAE's largest and highly experienced soft services company. The year 2019 marked as one of the best years for AG Facilities across multiple business dynamics - Revenue, Jobs Award, Customers Delight and Recognition, Service Delivery upgrades, Global Certifications and Employee Satisfaction.
The team delivery capabilities directly resulted in a strong job order book. Their order booking for the year till Q3 stands in excess of AED 1 billion spread over key clients like ADNOC, Ministry of Education, UAE Armed Forces, Meeras, Majid Al Futtaim, Abu Dhabi Islamic Bank, Dubai Municipality, NMC, Landmark and Musanada. In addition, they have a renewal rate of above 90% + of our contracts which is a testament to their Customer Centric Service delivery.
Vision for 2020
The year 2020 will see AG Facilities and MBM further strengthen its Financial and Operational capabilities. Development of new service offerings are on the anvil incorporating Technology, AI and Energy Management. They will soon be completing ISO certification for their Training Center and Customer Care Center. Enhanced employee engagement through industry specific training programmes, welfare initiatives and CSR activities will be undertaken for an all-encompassing development and growth.
Awtad FM is a fast growing company & becoming one of the region’s leading Integrated Facilities Management services providers. Their revenue projection for the financial year 2019 is sanguine and the growth rate accelerated to 28.31 percent and the prices were decreased by 2 percent compare to the previous year. In terms of staff growth, Awtad FM’s roster grew by approximately 8 percent YoY, while the company upped its training and compliance efforts. Awtad FM always aims to create an environment that makes talented people want to work for them and customers want to do business with them. Their employee’s health and wellbeing are a key focus. They have increased spend on employee welfare, training learning and development (TLD) by 2 percent and promote individual participation in community programmes and team building.
In 2019, apart from Manipal Academy of Higher Education, it was awarded contracts by Premier Inn, Lotus Grand, Saffron boutique in hospitality sector and Al Zubair properties, Aravani properties, Dune Real Estate in residential and commercial sector and US Consulate, Oumolat which is the government institution and manufacturer of banknotes of the UAE Central Bank. Awtad FM has a staggering 93 percent employee retention rate and a 96 percent client retention rate over 2019.
The top achievements of 2019
Their accomplishments, this year, are not just measured by the number of companies they successfully registered, or the number of contracts that they signed or the number of sleepless nights they spent meeting the expectation of their clients. In 2019, their focus has been primarily on empowering their staffs, reducing customer complaints, at reaching excellence in customer service, and at optimising the existing workflow.
One of Awtad FM's biggest achievements in 2019 is winning the bid for Manipal Academy of Higher Education - Dubai Campus. And also, this year Awtad FM has received two prestigious honour - Middle East Most Promising Brand Awards 2019, and Naiju Anselam, GM, Awtad FM has received Lifetime Achievement Awards for contribution Made in Middle East & Africa. And also Anselam is honoured with fellowship grade by The Institute of Workplace and Facilities Management Fellow (FIWFM) is the most senior and prestigious grade.
Vision for 2020
As a part of an extremely dynamic economic environment where competition keeps them on their toes, they are proud to share their remarkable achievements. In 2020 Awtad FM will focus on vertical poised for growth in their service’s life cycle.
Bee’ah, the Middle East’s fastest growing environmental management company, that was founded with the objective of creating a sustainable future, through creative and resourceful solutions. Since its inception, Bee’ah has pushed the boundaries of environmental innovation and crossed remarkable milestones, to become a force for change, across the region. At the heart of Bee’ah’s operations is the commitment to merging sustainability and technology to provide solutions needed to improve the quality of life. This has been essential to their success.
In addition, they have adopted a holistic approach focusing on waste-to-energy, educating and incentivising communities and sustainable transport to name a few areas. Through this approach, they are contributing to a circular economy which derives maximum value from Bee'ah's resources and caters to the entire life-cycle of waste. Their leading performance in the sector is also based on their continuous exploration of new opportunities and innovations to improve and enhance operations such as their Waste Pro+ programme and eco-fleet. Not only are they working on improving their own sustainability measures, but they also support their clients, working with them to reduce their carbon footprint and raising awareness on sustainability issues.
The top achievements of 2019
The year 2019 has been a highly successful year for Bee’ah as we embrace new sustainable technologies to create a better quality of life. Bee’ah launched WastePro+, a revolutionary new digital platform and a complete end-to-end solution for waste management. The platform tracks waste from collection all the way to Bee’ah’s waste sorting facilities, optimising waste management and increasing operational efficiency.
Bee’ah also launched an Industrial Waste Water Treatment Plant this year, which is an industry-leading waste water treatment solution. The facility processes industrial and hazardous wastewater, returning it to the water cycle in an environmentally friendly way. Treating wastewater to be used for other purposes like irrigation also helps address water scarcity challenges in the UAE. They have made immense progress in their transition to an eco-fleet, adding Ducati electric mobile waste collection units to serve Sharjah’s residential areas. The new vehicles are the first of their kind to be used in the UAE and their use is aligned with their strategy to make the entire fleet environmentally friendly. As part of this strategy, they also introduced the first autonomous electric driven vacuum machine for street cleaning in the region this year, supporting the cleaning process and improving efficiency.
They also signed an agreement to power the new headquarters in Sharjah with solar energy. The plant will be developed and built by Masdar, with Tesla Powerpacks that enable them to power the headquarters by night – taking a step closer to achieving LEED Platinum certification for the building. Starting construction on one of the first waste-to-energy plants in the region, has been another achievement, with a piling ceremony held earlier this year. Once complete, the plant will process 37.5 tonnes of municipal solid waste per hour and power up to 28,000 UAE homes.
The biggest highlight of 2019
While Bee’ah is incredibly proud of each of the milestones – their biggest highlight for 2019 has been an agreement with Microsoft Corp., Johnson Controls and Evoteq that will make the new Sharjah-based headquarters the first fully-integrated Artificial Intelligent office building in the MENA region, and one of the smartest in the world. The ‘Office of the Future’ underlines their ongoing digital transformation journey and embodies their approach to utilise the most sustainable solutions and advanced technologies. Some of the features of the building include; digital workspaces, smart back-office integration, smart lobby-visitor management, smart security, and cutting-edge AI features.
Vision for 2020
Bee’ah looks forward to launching their new headquarters, signaling the next phase of their growth journey. The ‘Office of the Future’ will play a leading role in the long-term strategy and vision. They will also be concentrating on regional expansion of their operations, bringing their unique offerings to entities across the Middle East and becoming a partner of choice in the sustainability sphere.
While working on geographical expansion, they will be diversifying their operations and venturing into additional sectors such as healthcare as part of their holistic approach to solving city problems and contributing to future-ready economies. Overall, 2020 will be an important year for Bee’ah as they also continue work on their key projects including Waste-to-Energy, research and innovation for new technologies to support the UAE’s sustainable growth, and also educating communities and residents on how to mitigate environmental impact.
Berkeley Services has been a part of the growing UAE market for the last 35 years. The company has witnessed the dynamism with which UAE has grown and adapted their service model to be line with the market requirement. They have a very vibrant and proactive management staff, which have formed the core of Berkeley Services’ success. Training and enhancing the skills of their employees and keeping them in line with the latest trends have resulted in providing the best service to their clients. One of the key reasons that make them a leading service provider is the flexible approach in managing contracts. This has helped Berkeley Services retain customers for a long period of time. Some of their key clients, who they have been working with for a long time, are Burj Khalifa, Emirates Airlines, Dubai Airports, First Abu Dhabi Bank, Atlantis Hotel, and UAE University etc.
Top Achievements in 2019
The year 2019 for Berkeley Services has been a positive one with many contract wins. They have won the soft services contract from Meraas for The Beach and Bluewater Island. They also won the complete FM Contract for the Dubai Airport Engineering services. Berkeley also started providing the complete turnkey Fit Out MEP service for Al Zahra Hospital and the FM operations for First Abu Dhabi Bank in Saudi Arabia. They also won several contracts providing landscaping works for Emirates Airlines. The 2 main highlights of the year has been the contract to manage the Dubai Airshow 2019, Rugby 7, and winning the largest contract from Dubai Airport for providing the HVAC Installation service.
Vision for 2020
UAE is a market that is constantly keen on innovation, new ideas, and improving efficiencies. Berkeley Services says that they are faced with similar challenges in finding innovative ideas and methods to improve on their bottom-line figure. For Berkeley Services 2020 is a year for consolidation and improvisation. The year 2020, for Berkeley Services will be about seeking new opportunities and expanding their reach within the GCC market.
For more than 8 years, DMCC Freezone companies and residents within Jumeirah Lake Towers have depended on Concordia to ensure the quality and safety of their community and infrastructure. The key element of being a great FM service provider today means solving unpredictable problems in unexpectedly efficient ways with the goal of always delivering value to their clients. Concordia’s relationships are driven by a collaborative, interdependent approach on-the-one-hand and on the other they are driven by a demand for informal, yet practical and pragmatic solutions.
This means, offering greater flexibility through things like pay-as-you-go or subscription-based models and open contracts, while at the same time creating the opportunity for deep collaboration. Regardless of the nature of the engagement, Concordia establishes strong relationships delivering excellent services. Their investments in the people, advanced technical capability, HSE, ISO certifications and processes, industry leading training standards and dedicated Client support through their unique CAFM and mobility solutions providing first class customer service are the main differentiators.
Highlights of 2019
One of the biggest highlights of 2019 for Concordia has been the addition of a large number of contracts spread approximately 15 million sq.ft (Towers, Units, Pool, Rope Access, Communities etc.) resulting in an 11% growth. They are expecting to close 2019 with an overall growth of 12.5%. Concordia has also witnessed client retention in excess of 95%. And alongside developed and successfully implemented an evolutionary service delivery model for freehold properties in close consultation with RERA –a future game changer. A super achievement has been the 3 million + manhours without any LTI’s. Concordia has also received accolades and appreciation awards, the best form of recognition, received from various clients. And the 3 new service lines added and offered to their clients have been met with instant success.
Vision for 2020
A constantly shifting service landscape will challenge organisations to reinvent their service strategy towards 2020 and beyond. This challenge will be driven by a shift towards focus on user experience, which is the next frontier for differentiation, value creation and growth. As a result, the new normal of service in 2020 will be that which is highly individualised, data-driven and primarily relationship-based. Users will expect more personalisation, more options, constant contact, or at least the ability to reach service providers, increased responsiveness and greater control.
Concordia is implementing methodologies to help improve or innovate service experiences that result in more satisfied users necessitating service innovation. Service innovation in the future necessitates a people-driven digital transformation – combining deep insights into the needs and wants of users with digital technologies to create new business value.
Ejadah, an Arabic word meaning proficiency, is made up of multiple services, called solutions. What truly makes Ejadah a leading service provider is that the business is based on strong fundamentals of service excellence and financial stability which include: a reputed leadership team; an accreditation by international standards in quality, HSE, Business Continuity and Excellence; an established operational infrastructure; experience in managing large scale and prestigious projects; and most importantly being financially sound.
The top achievements of 2019
Ejadah has achieved a 15% growth rate in a very competitive market. They have also witnessed a major growth in its number of employees this year which reached up to 10,000 employees, as it recruited 2,500+ employees over the past year. They have improved their customer satisfaction strategy up to 97%. Ejadah has also received an overwhelming success in entering the health care segment. Ejadah sets the standard for Safety and Security as it wins the award for the ‘Security Project of the year’ for its entry: Jumeirah Beach Residences CCTV upgrade. Ejadah also wins ‘Innovative Security Product’ of the year, making it the first in the region to rely on artificial intelligence. Other awards won by Ejadah this year include the best FM company of the year, best technology implementation of the year, young FM manager of the year, education and development initiative of the year and highly commended executive of the year The biggest highlight however was the fact Ejadah underwent an average of 60,000 hours of training this year for various Soft and Hard FM skills.
Vision and plan for 2020
Ejadah will continue to focus more on sustainability and involve itself in more sustainable projects and lifestyles. They plan to improve efficiency and innovation to increase total customer satisfaction. Ejadah also plans for its growth to continue expanding. And the main focus will be the launch of the Ejadah rebranding along with a new improved vision, showcasing the changes and innovations that are to come and position itself as the industry leader.
Emirates National Facilities Management LLC
Emirates National Facilities Management LLC. (EnFM) established with the vision of becoming the FM service provider of choice by understanding the needs of their valuable clients and exceeding their expectations in terms of quality, continual improvement, and sustainability. As a service provider of choice, they enable all our clients to concentrate on their core business whilst they manage their non-core activities in the background.
Top Achievements of 2019
With through strategic planning and efficient policies in place, EnFM has demonstrated a successful strategy implementation that has led to continued growth since the company’s inception in 2012. Continuing the journey EnFM has bagged various FM projects across the UAE from the prestigious clients, which includes Emirates Identity Authority (EID), Bawabat Al Sharaq (BAS) Mall, Dubai Civil Defense (DCD), and Dubai Health Authority (DHA). The customised solution offerings and meeting clientdesired expectations has helped to make customers happy and able to retain 95% of contracts with EnFM portfolio. EnFM offers wide range of integrated facilities management services including hard services, soft services, specialized services, Security services, work place management and fit out through experienced staff with built-in quality, customized training system and its processes certified with ISO 41001:2018 – Facilities Management Standard. (One of the early FM company certified with ISO 41001 in the region)
Vision for 2020
Revamping the complete IT system, EnFM prepared to launch its state of the art; Advance Computer Aided Facilities Management (CAFM) system in 2020, which not only cater the FM requirements in detail but also enhance the customer experience with its latest customer add-on features. With this year-end closing with its sustainable growth and improvements, EnFM has geared up to mobilize the newly awarded contracts with 500+ staffs from Jan 2020. Eng. Mohammad Abdul Karim Khamis leading EnFM team to achieve its vision and enhancing customer experience.
As part of global ENGIE Group, ENGIE Cofely’s core strategy is to lead the global zero carbon transition offering bespoke client solutions to optimise operations and maintenance (O&M), energy and asset life cycle costs. The Middle East region is gradually slowing in its development phase and is now facing the critical challenge of delivering sustainable assets to achieve return on investment (RoI).
ENGIE Cofely has the smart technology, service skills and investment capacity to improve and operate assets in alignment with client needs, with the unique capability to integrate complete energy and asset solutions “as a service” to customers, affording the company a distinctive leadership position in the industry.
Top achievements of 2019
The transition of the Cofely brand under 100% ENGIE ownership, rebranding Cofely Besix to ENGIE Cofely. This acquisition provides a unique platform to increase Cofely’s capabilities and meet ENGIE’s strategic ambition to become the world leader in zero-carbon transition. The other top highlights were:
• Completion and Launch of ENGIE Cofely’s iCEE Technology platform: ENGIE Cofely launched its Smart O&M, Smart Energy and control centre platform. The Integrated Controls for Engineering and Environment (iCEE) monitors the condition of both assets and environment by means of Internet of Things sensors and Artificial Intelligence technology. This enables predictive and just in time maintenance, thereby reducing O&M costs significantly whilst increasing the reliability of systems and optimising the energy performance of assets, as well as monitoring Indoor Air Quality in the workspace.
• Contract retention: ENGIE Cofely maintains 97.5% retention of existing contracts.
• Number of new clients signed: ENGIE Cofely continues its selective growth in the region with over 20 new contracts.
• Mega infrastructure project award: ALDAR Properties PJSC awarded ENGIE Cofely the O&M services for critical infrastructure assets serving three key Abu Dhabi developments: Al Raha, Shams and Saadiyat Island.
• Sustainability initiatives: ENGIE Cofely introduced a new range of sustainability initiatives, including: Providing its workforce with uniforms made entirely from recycled Polyethylene Terephthalate (PET). Introducing business cards made from recycled paper.
• Introducing paper recycling and digitalisation initiatives to decrease paper usage. Adopting a ‘no plastic water bottles or plastic cutlery/cups’ approach to eradicate single use plastics, while furthering the partnership with Liquid of Life to stop using plastic water dispensers by installing water filters in all pantries.
Vision and plan for 2020:
The vision for 2020 is to continue with the ongoing implementation of its innovation strategy and digitalisation of services. The company will also continue the development of its smart O&M technology, which effectively replaces or monitors legacy BMS systems whilst integrating any other structured or non-structured data source to drive predictive maintenance programs. The technology enables ENGIE Cofely to integrate and centralise clients’ assets into an operational command centre in the UAE. ENGIE Cofely will also continue to deliver sophisticated client advisory services in terms of service improvements, asset life cycle management, guaranteed opex cost reductions, and building FM and energy services contracts.
Enova by Veolia is the regional leader in integrated energy and multi-technical services, delivering comprehensive services to its clients. At Enova, 'Innovative to be Sustainable' is an integrated value. They strive for new ideas and methods that add value to their clients and their customers, while preserving the world’s natural resources.
Three major areas:
• End-user focus
Enova’s holistic solutions packages are tailored to the building specifications, client requirements and occupant needs. Environmental optimisations should never be at the expense of the end-user’s health, safety and comfort. As such, Indoor Environmental Quality is an important focus.
• Pioneer in the digital transformation
At the core of the award-winning digital suite stands their smart monitoring platform Hubgrade, which currently monitors and analyzes data from over 18,000 data points and 2,500 assets.
• Development and implementation of Energy Performance Contracts and Integration of renewable energy
Enova’s nine Energy Performance contracts have combined results of more than AED 38 million in guaranteed utilities savings, equivalent to 65,000 tons of CO2 avoided.
The top achievements of 2019
The year saw many big contract wins for Enova. Including the 3-year O&M contract for the Children’s Cancer Hospital Egypt 57357, operation & maintenance of Cairo Festival City (CFC), the biggest mixed-use community in Egypt featuring 700 acres of office, residential and commercial buildings; and extending the strong relationship with Abu Dhabi Airports in the UAE, Enova secured a deal for Al Bateen Executive Airport.
They also launched the Smart Glasses solutions as additional operational support tool and won many awards for the advancement within the Energy and FM industry. The biggest highlight however was the launch of Hubgrade 4.0 in Dedicated Energy and Performance Space to Enable Middle East’s Smart Facilities Management Market.
Vision and plan for 2020
Enova’s expansion strategy is focused on addressing current and future client needs: They are investing to expand their regional footprint and industry expertise. A key area for Enova is therefore competency development for increased energy savings knowledge across all O&M staff in addition to raising awareness on a regional level, following UAE’s and KSA’s example, supporting other countries on the same journey.
Enova will continue their leadership in the field of innovation. Two main focus areas:
• Digital roadmap with staff and client involvement. They see automation as an opportunity and will widen the implementation of the drone solution.
• Indoor Air Quality needs to become even more of a priority for clients. The redevelopment of the holistic solution to address indoor air quality is one of this year’s objectives.
Headquartered in New York, with operations in UAE and India, Facilio offers an Enterprise platform for data-driven real-time facilities O&M. Facilio’s focus on solving a global problem, empathising with the challenges the built ecosystem and its stakeholders are facing, and continuously improving the solution to help them add greater value in optimising operational efficiencies. The strength is the ability to integrate people, assets and sustainability, and bring a predictive, real-time, data-led model to deliver multi-fold efficiencies in building operations.
Achievements of 2019
Given how Dubai and New York are trendsetting global cities that are leading the digital transformation and evolution of the real estate market, Facilio is proud of having consolidated its presence in Dubai and the region. Two years from inception, they have a very substantial 30 million sq. ft. of space under management across our global markets; several strategic global partners, and a growing list of large enterprise customers.
They also launched their annual ‘Future Proof’ FM Summit this year, a strategic knowledge initiative for the industry. Facilio was also featured by Verdantix, the leading research consultancy and gold-standard for innovative real estate technologies for optimising business operations, in their Green Quadrant on IoT Platforms for Smart Buildings, as the youngest Challenger in a category that includes industry stalwarts like JCI and Siemens. Earlier this year, Markets & Markets Research had also featured Facilio as a leading contender in the IWMS (Integrated Workplace Management Systems) category.
The game-changing achievement this year has been the recent partnership with Digital X (A subsidiary of Digital DEWA). Being selected by one of the region’s largest utility providers from among several global tech players owing to the strength of their solution and team, endorsed our vision to be a ‘young but fast maturing start-up’.
Vision for 2020
Facilio’s vision for 2020 is to further strengthen our product positioning as the data driven Operation and Maintenance platform for real estate owners and operators. They have a strong product roadmap for advanced machine learning driven predictive maintenance and sustainability management. With the start-up mindset, they will continue to innovate - from R&D, to marketing and beyond.
Top goals of 2020 are to increase their presence across USA, and successfully rolling out the SLaaS initiative in Dubai. Additionally, they want to build on and reaffirm Facilio’s growing reputation as a product. Facilio feels 2020 will help them us establish the goal of leading the digital transformation in the real estate industry, while empowering CRE owns and FM’s alike.
Innovation with a passion to deliver digitalized services has been the motto of Farnek’s business strategy for the year 2019. They have backed it up with many new contracts worth over AED 330million and introduced best practices, certifications, and a strong contract retention rate (i.e over 90 % in 2019, including Hard FM services for the prestigious Burj Khalifa) making Farnek one of the leading service providers.
The top achievements of 2019
The highlight of 2019 has been the five-year contract by Dubai Airports. Over 800 cleaning staff from Farnek will be responsible for Terminals 1 & 2, Concourse D, Cargo & Logistics at Dubai International (DXB), as well as Dubai World Central.
Sustainability partnership: Farnek is celebrating a decade of achievement with international sustainability certification body, Green Globe. The company has coached over 2,900 hotel heads of department, about the wider environment as well as the specific cost benefits of sustainability. As such, 85,000 UAE-based hotel staff, responsible for servicing approximately 28,000 rooms, have received direct training saving over 180 million kWh of energy, worth $20 million and two million cubic metres of water, worth $5 million over the last decade.
Staff accommodation: Farnek has broken ground on a new AED 150 million state-of-the-art staff accommodation in DIP. The 100,000 square feet facility, which will become home to some 5,000 Farnek employees, will be completed by the summer of 2020. Through smart and sustainable design, the building will save at least 20% more energy and water than conventional staff accommodation, resulting in savings worth up to AED 3 million every year.
The magic of Disney: Recently, Farnek adopted Disney’s quality standards for customer service, after sending their head of talent development over to Florida to learn how leadership excellence determines exceptional customer service. They are now rolling out the programme for their employees, courtesy of Disney.
World’s greatest event: Thanks to Farnek’s new staff accommodation the company will benefit from having up to 5,000 technicians just minutes away from the Expo 2020 site and DWC, giving them a considerable competitive edge, particularly longer term, when they consider the Expo legacy plans, and the future development of DWC.
Acquisition of Certis: Farnek has recently completed the acquisition of Certis Guarding Services LLC, underscoring the company’s commitment to growth and expansion within the security services market in the UAE. The Certis trademark will be rebranded as Farnek and personnel in Certis’ offices in Dubai and Abu Dhabi will be gradually relocated to Farnek’s head office in Dubai.
Vision for 2020
Farnek’s vision is to become the ultimate provider of sustainable and technology-driven Total Facilities Management services throughout the UAE. They continually strive to raise the bar regarding quality, at each and every step of the customer journey.
FSI Middle East
FSI Middle East - a subsidiary of the international facilities, property, and maintenance management software provider FSI (FM Solutions) - is focussed on providing technology solutions to building owners, occupiers, in-house FM teams, and FM organisations across the MENA region.
They have been present for over 15 years in the UAE and being part of a global technology group, which has been established for nearly 30 years. Their client base, along with a number of industry accreditations, illustrates the depth of the FSI technology offering making them a differentiator in the market.
Top Achievements of 2019
The year 2019 has been yet another busy year for FSI as whole and for FSI Middle East in particular. Some of the major achievements include:
• The delivery of MySchool app was probably one of the key highlights for FSI Middle East. MySchool, a tailored Concept Advantage self-service app entirely in Arabic, is used in conjunction with Concept Evolution and FSI GO for management of FM service delivery to some 3,000 schools in Saudi Arabia.
• The 10th birthday of Concept Evolution and with it the release of Version 5 of Concept Evolution CAFM, FSI’s main product suite.
• Delivery of major enhancement to FSI’s workforce mobility product suite which was boosted in 2019 by the introduction of v5 Tasks and enhanced asset management and auditing apps.
• FSI Middle East secured new client project wins across Abu Dhabi, Ajman, Bahrain, Dubai, Egypt, Jordan, Kuwait, Saudi Arabia, Sharjah and Sudan.
• The re-establishments of the FSI Middle East user-group during FM Expo 2019.
Vision for 2020
FSI’s vision for 2020 is two-fold. Firstly, FSI will be looking to continue to grow their client base in the UAE and elsewhere in the GCC. They have been steadily increasing their professional services capacity and scope for a number of years and they aim to continue this trend in 2020.
Secondly, FSI will be continuing to enhance their product suit. Early in 2020 they are looking forward to the first introduction of ‘Contractor’, which is a suite of software intended to enhance the way that resources and contractors can be managed at various key points in the lifecycle of the supply chain.
FSI has spent a number of years investing in a new integration platform for use both within the FSI product suite and with other business platforms and systems. This new platform is another major point of focus for FSI in 2020.
Finally, in October 2020, they are looking forward celebrating the 30th anniversary of the foundation of FSI.
As a leading high-level access cleaning specialist in the UAE and Middle East, GRAKO has an unprecedented safety track-record since its inception in 2004 with zero accidents in over 10,000,000 safe man-hours delivered to date. Under the leadership of its Founder and CEO Alain El-Tawil, GRAKO currently stands as the only multi-award winning High-level cleaning service provider in the UAE and the Middle East for many innovations, health and safety initiatives and some of the most complex projects in the world. GRAKO is also considered the largest IRATA certified member company with over 400 certified High-level operatives and Rope Access Technicians.
GRAKO also stands out of the crowd with its customer satisfaction track record, by achieving complex KPIs and SLAs exceeding 98% month-on-month on accounts such as Burj Khalifa. And above all receiving regular client appreciation and awards for their safety practices at critical environments such as Dubai Airports standards and Burj Khalifa to name a few.
As a result GRAKO has the highest client retention rate serving some clients for over 12 years and running such as MAF Malls and Dubai World Trade Center. Such figures and high level of employee and client satisfaction are attributed to GRAKO’s pursuit for continual growth and development on all levels of its internal and external practices.
The Top achievements of 2019
When it comes to the biggest highlights of 2019, winning many key accounts back, which were lost to uncertified Rope Access Companies was a major testament to the importance of safety and IRATA audited operations. Additionally winning 3 prestigious FM awards for ‘Health & Safety Initiative of 2019’ and as a ‘Cleaning Company of 2019’ were crowning achievements for all its efforts and initiatives in fulfilling the company’s ethos of ‘Quality is our Promise and Safety is our Business’.
The year 2019 has been a busy one for GRAKO with many contract wins including a 5 years contract for cleaning all the Internal and External High level areas for Dubai Airports; the Post Construction Cleaning of Abu Dhabi MTB Terminal; and External high level cleaning of Abu Dhabi World Trade Center; Rove Hotels; and the Dubai frame.
Vision for 2020
GRAKO’s vision for the year 2020 is to compete through professional and quality services in a price sensitive market due to the global economic downturn. Expansion of the operations team is on the horizon for GRAKO to become the largest Rope Access service provider in the Middle East. The company will continue investing and leading best practices and safety initiatives in its line of work. GRAKO also plans to continue giving back to its community through structured CSR programs.
Khansaheb Facilities Management
Khansaheb Facilities Management is of one the fastest growing facilities management and support services companies delivering international best practice solutions to a wide range of clients throughout the UAE.
Khansaheb is a partnership that combines an established Emirati family business with Interserve, a British international construction and support services business. This partnership has enabled Khansaheb to become one of the leading facilities management companies in the UAE, providing scalable and customised facilities management solutions for a wide range of clientele across the country.
KFM’s approach has always been client-centric. The emphasis is on the needs of the client and their environment, understanding their pain points and addressing them by partnering with them over long term and focusing on providing optimum solutions for the end-user needs.
KFM invests in R&D, creative problem solving and design and trial new technologies and processes to continually enhance its service delivery. The key to KFM’s success is its people. KFM is proud of its diverse and highly talented workforce that put good ideas into action to deliver a delightful customer experience each time.
The top achievements of 2019
The year 2019 was a successful year for KFM with the company securing several large-scale contracts in Defence, Healthcare, Government and Hospitality sectors. This year, the company also marked its foray into the healthcare space by winning a substantial contract for a newly constructed hospital in Dubai Healthcare City. KFM was the first FM company in the region to obtain two specialised, high risk decontamination skills for healthcare environments from the British Institute of Cleaning Science (BICSc).
The overall injury rate reduced by 54% this year due to several targeted HSE initiatives and campaigns. The company also delivered over 10,000 hours of training this year and approximately 10 % of the team had internal promotions. The biggest highlight for KFM in 2019 is its entrance into the healthcare sector with winning a contract with a large upcoming hospital in Dubai which is being delivered to the highest international standards with the help of an expert mobilisation team from Interserve, Khansaheb’s partner and one of the largest managers of healthcare services in the UK.
Vision for 2020
The focus for 2020 and beyond is in the areas of Customer Experience, Operational Excellence, Innovation in Technology and Processes, Health and Safety and at the core of it all is Employee Happiness.
Established in 2008, Tafawuq Facility Management is a subsidiary of Eltizam Asset Management Group. The year 2019 has been a tremendous year for the company in terms of growth of operations and enhancing internal capabilities to stay ahead of the curve when it comes to service quality. They now plan to approach 2020 with an expanded project portfolio, a much larger team of qualified staff and improved service delivery capabilities.
Tafawuq’s unique approach makes them different from other service providers as they focus on serving the clients and customers and having a positive impact on the communities in which they operate. What sets them apart is the ‘Get Wonky’ campaign that they created, which outlines the method based on six essential pillars;
• Technology – mobility, seamless and paperless processes
• CSR – ensuring that we have an impact on our communities
• Happiness – focusing on community happiness through service delivery
• People development – investing in our talent
• Vision 21 – the company’s Business Transformation Program
• In Country Value - Opportunities for local people and local businesses.
Top achievements of 2019
It has been a very busy year for Tafawuq with a number of achievements including the launch of a dedicated Training Academy; and the investment in technology. As part of their parent company’s pledge to invest USD 5 million in next-generation property technologies over the next three years, Tafawuq has overseen some major developments in terms of technology. This includes the launch of Tafawuq GO; Asset Check; and RobotCleaner. They have also been helping communities through CSR initiatives that is aligned to UN Development Goals and devised for the benefit of the communities in which they operate. Tafawuq has also secured and successfully mobilized several important new contracts this year, including KOA Canvas, Ministry of Human Resources & Emiratization, World Trade Centre AD and Cayan Tower. The company was also successfully accredited as a BICSc training centre earlier this year, and all Tafawuq cleaning staff now go through this accredited training program to ensure their skills are in line with global best practice.
Vision and plan for 2020
Tafawuq aims to remain a committed partner that provides sustainable and tailored solutions for all the FM needs of their clients while also continuing to achieve exceptional customer happiness by introducing new and innovative technology. Looking ahead to 2020, they will also continue to move forward with expanding their operations beyond the UAE in line with our 5 year strategic plan.