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We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contact
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Press
464x207_Flinders university

A Case Study - The Power of the Human Touch at Work at Flinders University

In collaboration with ISS, Flinders University has achieved excellent service outcomes by changing the cleaning model from night to day claning at the Bedford Park campus and the 'Flinders at Tonsley' building in South Australia.
ISS has been delivering services to Flinders University since 2008, providing cleaning, periodical and hygiene services to 37 buildings spread across 370 acres.

In our original cleaning model, ISS provided services from 4.30am – 8.30am. This was initially thought the best model as it caused no disruption to campus activities. With this arrangement however our cleaners were rarely seen by students and staff, giving a perception that common areas/toilets/offices etc. had not been cleaned. Additionally, when duties were performed at 4.30am, some areas had already been soiled by the time the bulk of the university community arrived at campus. There was also little interaction between ISS cleaning staff and students/university staff, and when areas required ad-hoc cleaning, stakeholders didn’t have the relationship with cleaners to ask for assistance.

So in 2016, ISS began the project of changing the cleaning schedule to 6am – 10am at the main Bedford Park campus and Tonsley building site. ISS worked with our client to manage the transition and communications to key university stakeholders. The Working Group also investigated ways to improve processes and devised a detailed a new cleaning structure which minimised impact to campus operations during the daytime periods, while ensuring standards were maintained.

ISS and Flinders University have seen some great outcomes from this change, including:

Cost savings for the client (by removing penalty rates)
Greater interaction between university stakeholders and cleaners to resolve issues and discuss problems. More personal interaction has also led to greater respect for our cleaners and areas generally left tidier by stakeholders
• ISS cleaning staff are more confident, proud and better engaged with the University community
• Greater sustainability outcomes have been achieved with improved recycling and waste stream sorting by staff and students on campus, as a direct result of cleaners being present to educate them on these matters.
• 99 percent staff retention after change to working hours.
• ISS’ ‘Service with a Human Touch’ customer service program have better equipped cleaners with their increased interactions with the University Community.

ISS and Flinders’ University Management continue to receive positive feedback from university staff praising our cleaners and the new cleaning regime. This has included recommending cleaners for awards or commendations for their efforts and customer friendly attitude.

ISS and Flinders University will continue the successful model and roll it out to additional university sites. Flinders University has also received numerous enquiries from other educational institutions regarding the successful application and transition to daytime cleaning.

Peter Lockett (Associate Director, Facilities and Property Management, Buildings and Property Division, Flinders University) has commented: “Successfully transitioning to daytime cleaning has been a first within the University community and has been well received. Continual improvements in scheduling, time management, resourcing of cleaning equipment, products and staff training have allowed Flinders University and ISS to remain ahead of industry expectations of cleaning developments”.

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Enquire Now
Free Call | 0800 932 532

Contact US

To learn more about our cleaning service, or discover how we could improve your workplace, contact our Business Development Manager, Neil Moselen:
Tel: 0800 932 532
E-Mail: Neil.Moselen@nz.issworld.com