With a diverse range of exhibitions and spaces at its two prestigious sites in the centre of London, coupled with its storage and archiving facility there are naturally a multitude of cleaning, portering and waste challenges to contend with on a daily basis for the busy team at the Museum of London.
That’s why, when the contract was due to expire with its incumbent service provider in February 2017, the Museum’s commercial leadership team looked to bring in a consultancy to help shape their cleaning, portering and waste strategy.
Given the extensive experience of the Neller Davies team, we were approached to support them on this exciting project.
As with many operations of this scale there were challenges that we needed to consider ahead of crystallizing the approach, including some significant considerations around PCR compliance, the scope of the service which converged supply chains and the requirement for the introduction of LLW to all staff.
The programme was split in to five key areas each with a clear project gateway:
- review of current services and benchmarking
- stakeholder engagement
- strategy development
- tender documentation preparation
- procurement management
Embedding ourselves within the MoL team we created a contract which focussed on enhancing the visitor experience with the outsourced support staff integrated as a seamless extension to the in-house visitor experience team. We ensured that all facets of the service delivery were underpinned with sustainability, flexibility and the business goals of the Museum. The strategy supported the provision of best economic value for the Museum with a specification which was functionally space specific with input hours concentrated within front of house areas and focussed on optimising the visitor experience.
With the strategy defined and agreed we then worked closely with the museum’s procurement team following a strict PCR complaint tender process.
Following an incredibly competitive process the successful tender offered a service proposition that presented a dramatic shift in approach to sustainability, delivered significant improvement in cleaning quality and one which demonstrably valued and recognised the staff as being key to delivering a great service.