FSI and The National Theatre

16 Feb 2018

Partnership between FSI and The National Theatre for the use of the Concept Evolution CAFM range.

Business benefits

The National Theatre initially purchased Concept Evolution and the mobile platform FSI GO out of the box. To begin with, Sebastian decided to run the system on a reactive basis so that the engineers could get used to it and provide feedback on any issues, which were then handed back to FSI for action.

"Because we’re an in-house team, we don’t work to SLAs, so the early benefits emerged in terms of specific information gathered from the management of reactive calls to the help desk," says Sebastian.

"For example, we already knew we had an issue with blocked toilets - the last thing you want in a public building of this scale. So we ran some reports on Evolution between October and December 2015 and were able to identify the extent to which paper and hand towels were causing the problem, and what it was costing us in terms of contractor call-outs. That information led us to finding a supplier of products which contain an enzyme that breaks the paper down in water and helps prevent blockages."

Within a month, reactive blocked toilet calls were reduced by half, cutting contractor costs and freeing engineers to focus on other tasks.

Gradually the PPM module was rolled out across the theatre, drip-fed to the engineers so they were not overwhelmed by a sudden addition to the reactive workload. 1,400 PPMs are currently in place, distributed via tablet alongside reactive and ad hoc tasks.

The Projects module was added. Its management and control features suit the theatre’s ‘do it in-house’ approach that is applied as much as possible across the estates management function.

Another key benefit has come from the partnership between the theatre’s facilities team and FSI itself, which has enabled a quick response to requests for system changes, and demonstrated the vendor’s ability to qualify requirements.

"They know how the system works in a real-life facilities environment, and that each one is unique," says Sebastian. "They can respond to our individual requirements rather than imposing a universal model. Their focus is on getting the system running to see if anticipated requirements are even necessary - or if there is a function already in place that can solve the problem. They see the reality for us as a customer, rather than just the pound signs of the sale."

The future

Work continues on the theatre’s roll-out of Concept Evolution and FSI GO, and adjustments to workflow and email notifications alerting stakeholders to rejected tasks have already been made. Thanks to engineer feedback, the team is also making some changes to work processes, allowing end-users to attach documents and streamline the communication trail around each task.

"We are also testing Concept Reach [FSI’s light, web-based interface for non-technical users] on our commercial operations team with the aim of allowing them to self-manage maintenance requests rather than having to put them through the Help Desk," says Sebastian.

"We are now looking at managing our contractors through Concept Connect (FSI’s portal to Concept Evolution), and that will be the next leap forward," Sebastian adds.

"The complexity of the theatre, with variable performance running times and opening hours, means that contractors can turn up to deal with tasks at times when we can’t accommodate them. Using the system to correct this, via an ‘authority to work’ permits scheme we have devised, will improve efficiency for everyone.

"Other areas of the theatre’s operation are interested in the system’s ability to help with budget control, particularly when it comes to asset replacement costs – whether a basic part replacement will avoid a wholesale revamp, for example. Technical departments have stage assets that get relocated, for example. They can reside within the main Concept database, but with selective visibility only to those who manage them.

"I’m confident that having got this far, we’ll be adding more modules in the future. We’re letting the system grow with us, and not running before we can walk. But already, it has entirely changed the way we work."

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