Capital Shopping Centres

Capital Shopping Centres

Executive Summary
The partnership between Incentive  Consultancy and Capital Shopping Centres (CSC) is another example of our leading position in the retail sector. CSC operate some of the largest and most prestigious shopping centres in the country including Lakeside in Thurrock, Metro Centre in Gateshead and Trafford Centre in Manchester. In total the estate offers in excess of 10m sqft of prime retail space.

Scope of the Contract
In 2010 CSC instructed IFM Consultancy to procure new contracts for cleaning, security and maintenance. As part of the project a review of the best practice model for service delivery partnerships at both central and local levels delivered a change in approach from a three supplier to a two supplier model. Bundling the cleaning and security services together offered CSC a more aligned approach to front of house deliver and reduced centralised management time and administration.

The unique element of this project was the design of the innovative contractual model which tied both service delivery partners and CSC in to a shared set of objectives with contractual rigidity. The ‘CSC Alliance’ not only provided a single team approach but ensured that industry best practice was at the forefront of the CSC customer offer.

Delivering Value
The new contracts at CSC delivered cost savings against the old contract values of over £2.7m. This equates to a 13% saving across all facilities operations representing a first year ROI for the project of 22.5 (2250%).

An aligned and integrated partnership
Incentive  Consultancy have been retained by CSC to provide ongoing audit support for the estate and provide feedback on the effectiveness of the CSC Alliance. This involvement will ensure the service delivery, commercial compliance and continued improvement are all measurable outputs offering clarity to CSC’s tenant clients.

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