Transformed into an integrated organization providing standardized and sustainable 24/7 operations
Reactive work order volume shrank by 13% and customer satisfaction rose to 72.2%
2.9 million square feet in five hospitals totaling 1,269 beds, 240 acres and 2.9 million square feet of parking garages/surfaces
Standardizing and streamlining siloed operations
The health system and JLL collaborated to establish IFM goals and key performance indicators (KPIs). After onboarding the healthcare organization’s FM facility directors, the IFM team standardized FM practices, policies, and performance measures.
Technology. Leveraging technology as an FM integrator, the IFM team implemented a centralized FM platform to streamline facility operations. Accessible through a single sign-on alongside other health system applications, the platform includes a mobile app that enables maintenance mechanics to work efficiently wherever they are located.
Strategic sourcing. Historically, each facility had procured its own FM vendors. The IFM team leveraged JLL’s volume purchasing power to secure better pricing and higher service quality, reducing the organization’s FM vendors to 253 from more than 900 and increasing the number of diverse maintenance vendors from zero to 10%.
JLL achieved significant savings while supporting our mission and our commitment to providing a superior experience for our patients and employees. I’m looking forward to seeing what we can accomplish together in the years to come.
- SVP, Facilities, Design and Real Estate for a not-for-profit health system in the Northeastern U.S.
An IFM partnership that benefits the patient experience
After nearly seven years of partnership, the health system has gained new efficiency—and reduced regulatory “red flags”—through “systemness” and standardization. A multifaceted sustainability program is enhancing public health in its communities and led to $709,000 in energy cost avoidance in 2018 alone. Building on the success of its work, the IFM team has assumed management of an additional 250,000 square feet of space on one campus and in 2023, will manage approximately 250,000 additional square feet on another campus.
Most noteworthy, the quality of the patient environment has become an item on patient satisfaction surveys, and the occurrences of patient rooms out of service due to maintenance issues have been reduced. IFM is good medicine for the business and is translating into excellent patient experience too.