4 Scope of facility management technology

4.1 Facility management technology

A digital ecosystem is a distributed, adaptive, open socio-technical system with properties of self-organization, scalability and sustainability inspired from natural ecosystems. Digital ecosystem models are informed by knowledge of natural ecosystems, especially for aspects related to competition and collaboration among diverse entities.

There has been a significant increase in the introduction of innovative technologies used within the built environment. These technologies are often a key enabler to achieve better outcomes that were previously unimaginable due to legacy work practices and other human factor constraints. As the cost of storage per Mb of data has diminished progressively, the volume of data needing to be stored securely has increased, almost exponentially.

Technology is becoming an intrinsic part of this industry through realized opportunities, competitive differentiators and in response to market demands for cost efficiencies. Technological equipment and operating applications, like smart devices and building management system (BMS) sensors, continues to decrease in price, and the positive impact of these advanced technologies has expanded exponentially.

One such example is the real-time engagement with facility owners, building occupants and service providers, to enhance the user experience via smartphone applications and cloud-based data storage. Other potential benefits to users include improved safety and security, better wayfinding and communications, enhanced service response and key performance indicators (KPIs). Additionally, communications and information flow are streamlined through technologies such as digital signage, touchless kiosks, geofencing and push notifications. Although this document focuses on such technologies, it is not meant to be an information, communication and technology (ICT) centric document. It is designed to bridge technical knowledge and process gaps with FM operations.

4.2 Impact of application on facility management business goals

Technology touches almost every aspect of an FM practice. Increased access to information and data empowers better planning of many FM activities. Sensors and other devices can provide real-time feedback for improved decision-making, helping to speed up responses. Foot traffic, congestion and people-movements can be analysed in real-time with increasing levels of automation.

Universal foundational elements include preferences for finding and using evidence in FM, the acquisition of data, and drawing evidence from data; this is the external validation process. The internal validity of data, also foundational, is comparable to quality assurance (QA). The data collated and stored is of known and consistent origin, validated in form and value, complete (or with known omissions), and uncorrupted. From this verifiable position, data are usually selected by the FM exponent from a variety of sources.

The impact of technology on FM provides a foundation for numerous additional benefits, including more target-based resource efficiency, optimizing the life and usability of assets streamlined facility operations, and improving the quality and reliability of outcomes. The use of technology can assist in mitigating risks.

4.3 Golden thread initiative

In 2017 in West London, the Grenfell Tower fire spread rapidly upwards through the entire building due to its flammable exterior cladding. Reference [9] suggested the implementation of a “golden thread of information”. This golden thread, in its association with the built environment, provides information about the building and the steps required to ensure the safety of the building and the people in the present and the future^[¹⁰^].

The term has grown in its potential application to the built environment into one which applies not just to building safety but to whole life value and user experience. There are several international activities already underway looking to further extend this concept into existing information models and digital environments.

4.4 Asset and facility management applications

Applications and systems that provide functionality to cover all asset management (AM) and FM life cycle processes and related data include those providing functionality such as incident logging, work order management, asset management, corrective and preventive maintenance, material, contract, vendor, project and financial management.

4.5 Interfacing

Back-office systems such as computer maintenance management systems (CMMS) and computer aided facility management (CAFM) rely on and maintain valuable historical data required to generate any report or KPI understanding. Some are promoted as being a complete software solution for all instances and activities. However, there are three types of interfaces that are usually considered when formulating an FM technology strategy and action plan: input, output and visualization (see Table 1).

Table 1 — Types of interfaces for consideration when planning

Interface type	Description
Input related interfaces	Input related interfaces allow systems to online or batch receive information for further processing. Such interfaces include BMS system, IoT devices, mobile devices / applications collecting information from the field.
Output related interfaces	Output related interfaces provide silos of FM and AM information to BI and artificial intelligence (AI) related tools for further analysis and decision-making. Output related interfaces are also required to synchronize CMMS/CAFM systems with back office financial and human resources systems such as enterprise resource planning (ERP) systems.
Visualization interfaces	Visualization interfaces are required to project FM and AM data to computer aided design and mapping systems such as GIS, 2D architectural designs, energy sustainability management systems and BIM models.

4.6 Optimization systems

These are the digital systems that allow transformation of raw data and transactions into FM and AM knowledge. Examples of these systems include AI, BI, prediction analysis, capital planning and energy management systems, amongst others.

4.7 Facility management technology drivers

For a facility manager to achieve the optimal outcome from using technology, there is a need for clarity, communication and collaboration with technology providers in facility management consulting services. It is challenging for a facility manager to have an in-depth working knowledge of every aspect of the facilities they manage. It is therefore of critical importance to know the right questions to ask when evaluating or selecting a technological solution to ensure it will achieve its intended outcome. The compelling reasons for adopting such technology is the increase in likelihood of adoption when facility managers can identify and communicate relevant drivers (see Table 2).

Table 2 — Selection of technology-based drivers of change

Technology-based driver of change	Description
Health and safety	From wellbeing to building safety, technologies afford new ways to bring enhanced insight and support across the function’s life cycle.
Commercial pressures	COVID-based, adversely-impacted commercial activities have meant, for many developers, building owners and business operators, a three-year reduction in revenues, additions to operating costs and lowering of profits that need to be redressed. This can be achieved by various means including raising productivity per resource, savings in utility cost outlay and enhanced competitiveness through business process efficiencies. Implementing technology can offer opportunities for each solution.
Data capture	Data capture is not a technology, per se, but an ongoing process which can be applied throughout various technologies.
Digital transition	Increasing digital integration from design, engineering and construction (DEC) through FM operations and maintenance (O&M).
Commercial competitiveness	By implementing new processes, systems, infrastructure, protocols and raising training standards, organizations can demonstrate recognizable international qualifications (e.g. the ISO 41001 family of standards), building sustainability status (e.g. LEED platinum) and resource-based certifications and qualifications (e.g. certified FM qualifications).
Risk register	From a collated list of business continuity planning (BCP) criteria and disaster recovery planning (DRP) topics, identify what are the key issues that can impact an organization’s ability to deal with potential built environment-related crises and identifiable risks.
Technology value	User stories and customer journeys are critical to assess the value of new technologies.
Corporate social responsibility (CSR)	Many companies, by their articles of association, have a duty of care for the wellbeing of their employees and sections of the wider community. These responsibilities extend far beyond the workplace and boards are responding increasingly to the social and welfare needs of the less privileged. Recycling surplus ICT equipment to local schools is one proactive example.
Grids and networks	Practical or theoretical means of environmental sustainability and ways of limiting carbon emissions can help stimulate interest in and use of smart grids.
Global sustainability campaigns	Global sustainability campaigns provide growing international requirements to reduce carbon footprints and improve water utilization.

Table 3 lists some foundational questions for a facility manager considering a technology solution and the creation of a FM digital technology strategy (see 6.1). They are typically used to form the basis of a checklist.

Table 3 — Potential foundational questions

Reference	Foundational question
T3-Q1	What strategic outcomes and business requirements are the demand organization seeking, such as enhanced health outcomes, higher productivity, improved user satisfaction, raised space utilization efficiency, greater sustainability, workspace flexibility?
T3-Q2	How will any technology deployments perform and scale in the future?
T3-Q3	What qualitative and quantitative technology gap analysis has been performed and what are the key results?
T3-Q4	Are there technologies that can be retrofitted?
T3-Q5	Is the digital network infrastructure capacity suitable to support planned FM technologies and to address future anticipated demand?
T3-Q6	Will the network infrastructure capacity be sufficient to address future anticipated demand?
T3-Q7	What cyber security measures are required?
T3-Q8	What corporate, local, national and international communication protocols and naming conventions are used?
T3-Q9	How will return on investment (ROI) be calculated: financial versus unit of productivity versus user satisfaction?
T3-Q10	What special skills or maintenance will be required to enable ongoing use of the technology?
T3-Q11	What type of FM sustainable impacts are expected from technological breakthroughs?
T3-Q12	What ethical principles and values of the organization are to be considered?

PD CEN ISO/TR 41016:2024

Facility management. Overview of available technologies

Current

Published:

30 Apr 2024