Kent County Council

Kent County Council (KCC) sought to optimise its Facilities Management (FM) services, which were previously managed through three Total Facilities Management (TFM) contracts and a managing agent model. The objective was to assess various FM strategies, benchmark costs, and identify the most effective approach to enhance service delivery, achieve greater control, and ensure consistency across the council's extensive property portfolio.

G&T was appointed to conduct a comprehensive FM strategy review for KCC. This involved evaluating current service delivery models, benchmarking costs, and recommending an optimal future FM strategy. Following the review, we supported the transformation and procurement processes to transition from the existing TFM contracts to the recommended model. The approved strategy included enhancing the in-house FM management team and procuring a single county-wide Hard FM and Helpdesk contract. This contract would serve as the central point of contact for specialist county-wide Soft FM services.

The implementation of the new FM strategy has significantly improved service delivery and operational efficiency for Kent County Council. Strengthening the in-house FM management team has enhanced oversight and control, while a long-term Hard FM and Asset Management contract has provided stability and continuous improvement. The new model has also streamlined communication through a single point of contact, ensuring a more responsive and effective approach to facilities management. Additionally, enhanced performance tracking, including live dashboards, has enabled real-time monitoring and proactive decision-making.