A roadmap for workforce transformation
Identified 70% workforce optimisation opportunities
Developed a flexible, future-ready operating model
9% Increase in service delivery performance
Great outcomes from this review, thank you.
Anonymous
Define it
ISS had developed an ambitious proposal to transform its cleaning workforce; however, the programme had become increasingly complex. Multiple scenarios, exceptions and competing options made it difficult to evaluate the true viability of the proposed model and establish a clear direction for change.
Key challenges included:
- A complex business proposal containing multiple operating model options
- Lack of clarity around the most viable transformation route
- Difficulty assessing the financial and operational impact of proposed changes
- A need to balance workforce optimisation with service quality and customer expectations
- Limited visibility of long-term sustainability and scalability
CI Projects was engaged to provide independent analysis, simplify the programme and develop a clear business case to support decision-making.
Improve it
Working closely with ISS stakeholders, we first established a baseline model to understand the current operating environment and assess the feasibility of the proposed transformation.
We then undertook detailed operational and financial analysis to evaluate workforce requirements, service delivery implications and overall programme affordability. This analysis highlighted significant financial considerations associated with the original operating model and enabled a more informed review of alternative approaches.
Using these insights, we developed and tested multiple scenarios before recommending a revised operating model centred on a mobile van-based cleaning service rather than a traditional Hub & Spoke structure. This alternative provided greater workforce flexibility, reduced overhead costs and offered a clearer route to sustainable implementation.
Our support included:
- Development of baseline operational and financial models
- Workforce demand and capacity analysis
- Option appraisal and scenario modelling
- Financial business case development
- Operating model redesign
- Executive-ready recommendations to support decision-making
Sustain it
To ensure the transformation remained viable beyond the initial business case stage, CI Projects developed a dynamic financial model that could be easily updated as assumptions, demand levels and organisational requirements evolved.
The revised operating model removed the dependency on fixed cleaning hubs and provided ISS with a more adaptable framework for future workforce planning. This allows ongoing financial assessment and operational review, helping the organisation maintain confidence in future investment decisions and workforce changes.
Key sustainability measures included:
- Flexible financial modelling capability
- Simplified operating model assumptions
- Future workforce planning scenarios
- Ongoing feasibility assessment tools
- Clear decision-making framework for future expansion and optimisation
Key benefits
- Up to 70% reduction in workforce size requirements
- Transition from part-time to full-time salaried employees
- Improved employee retention and workforce stability
- Increased operational flexibility through a mobile service model
- Reduction in infrastructure and operating costs
- Improved workforce productivity and utilisation
- Targeted increase to 100% service delivery performance
- Estimated 9% improvement in cleaning service delivery
- A scalable operating model capable of supporting future growth and change
