“my job is to make sure that risk is not a trade off in here” · 2013-2014 “my job is to make...

ISSCustomer Reference Book

2013-2014

“My job is to make sure that risk is not a trade off in here”

Robert Marley, ISS Technical Specialist in Critical Infrastructures, Bordeaux, France

2Printed in CopenhagenJanuary 2013

3

On the cover of this book, you will meet Bob. Banks around the world turn to Bob and ISS for deep insights into minimising risk and maximising uptime. Bob works closely with customers to manage and limit the operational risk of a property’s critical systems and infrastructure. And thanks to Bob’s commitment, they can rest assured. Risk management is an integral part of what ISS can do for you. We are half a million committed people, serving your people with tailored solutions and a human touch. All so you can grow your business.

Because of committed people like Bob and all of his 534,518 colleagues, ISS can continuously strive for business excellence and further develop our service offering, methodologies and contract scope based on close customer dialogue and feedback.

Throughout this book you will meet a series of Bob’s colleagues, all of whom share the same commitment and focus to help our customers reach their business goals. You will also find a great selection of customers from ISS’ solid portfolio of leading global companies, which have all partnered with ISS to focus on sustainable growth through outsourcing. The oldest partnership, between Danish Crown and ISS Denmark, dates back to 1968; the most recent, between Decathlon España and ISS Spain was signed in June 2012.

ISS is built on the basic insight that for most companies, Cleaning Services, Support Services, Property Services, Catering Services, Security Services and Facility Management do not form a core part of their business processes. At ISS, we have made these services our core business – and they are always delivered with a human touch.

Enjoy reading!

Introduction

4

The ISS segments

ISS segment ISIC description

Agriculture, forestry, fishing, mining and quarrying, electricity, gas, steam, water supply, sewerage and waste management

Food products and beverages

Tobacco, textiles, apparel, leather and related products, petroleum, chemical and products, rubber, plastic, minerals, metals, printing andreproduction of recorded media, computer, electrical, machinery, motor vehicles, furniture, repair and installation of machinery and construction

Pharmaceuticals

Wholesale and retail

Transportation and storage

Accommodation and food service activities, arts, entertainment and recreation

Information and communication, financial and insurance activities, real estate, professional, scientific and technical activities

Public administration and defence, education

ISIC section ISIC division code

Food & Beverage

Industry & Manufacturing

Energy & Resources

Retail & Wholesale

Pharmaceuticals

Transportation & Infrastructure

Hotels, Leisure & Entertainment

Business Services & IT

Public Administration

Health Care

Other

Human health and social work activities

Other service activities, activities of households as employers, activities of extraterritorial organisations and bodies

C1

C2, F

A, B, D, E

G

C3

H

I, R

J, K, L, M, N

O, P

O

S, T, U

10-11

12-20, 22-33, 41-43

01-03, 05-09, 35, 36-39

45-47

21

49-53

55-56, 90-93

58-63, 64-66, 68, 69-75, 77-82

84, 85

86-88

94-99

5

Index by segment

Energy & Resources ................................................................................................................................................................. 10-21Industry & Manufacturing ....................................................................................................................................................... 22-47Food & Beverage ..................................................................................................................................................................... 48-61Public Administration .............................................................................................................................................................. 62-79Pharmaceuticals ...................................................................................................................................................................... 80-83Transportation & Infrastructure ................................................................................................................................................ 84-89Hotel, Leisure & Entertainment ................................................................................................................................................ 90-99Retail & Wholesale .............................................................................................................................................................. 100-117Business Services & IT .......................................................................................................................................................... 118-153Healthcare .......................................................................................................................................................................... 154-171

6

Index

Energy & Resources �� 10-21Schneider Electric ...........................................................................................................................................................12PT. Pama Persada Nusantara ...........................................................................................................................................13YPF ................................................................................................................................................................................16Total E&P Borneo B.V. .....................................................................................................................................................17OKG AB .........................................................................................................................................................................20Landsvirkjun / Fljótsdalsstöð ...........................................................................................................................................21

Industry & Manufacturing �� 22-47Rexam Beverage Can Italia S.r.l. .....................................................................................................................................26BSH DRIVES AND PUMPS, spol. s r.o. ..............................................................................................................................27INTERTABA S.p.A. A Philip Morris Affiliate ......................................................................................................................30Xella International GmbH ...............................................................................................................................................31Audi Brussels .................................................................................................................................................................34Enefit Mines Co .............................................................................................................................................................35Grundfos A/S .................................................................................................................................................................38Continental ....................................................................................................................................................................39DuPont de Nemours International SA .............................................................................................................................42Nexteer Automotive Poland Sp. z.o.o. ............................................................................................................................43MAHLE Argentina S.A. ...................................................................................................................................................46Sumitec International Ltd ...............................................................................................................................................47

Food & Beverage �� 48-61Collins Food Group ........................................................................................................................................................52Kraft Foods, Greece member of Mondelez International companies ...............................................................................53Danish Crown A/S ..........................................................................................................................................................56Athenian Brewery SA .....................................................................................................................................................57Café Iguaçu ...................................................................................................................................................................60

Public Administration �� 62-79City of Jyväskylä .............................................................................................................................................................66Hafnarfjörður .................................................................................................................................................................67Edith Cowan University – Western Australia ...................................................................................................................70Australian International School Hong Kong ....................................................................................................................74New South Wales Government Department of Public Works and Services ......................................................................75NAAFI ............................................................................................................................................................................78DUO2 ............................................................................................................................................................................79

Pharmaceuticals �� 80-83Takeda ...........................................................................................................................................................................82

Transportation & Infrastructure �� 84-89ANA, Aeroportos de Portugal .........................................................................................................................................86Grandi Stazioni - Ceská republika s.r.o............................................................................................................................87

7

Index

MTS - Metro Transportes do Sul .....................................................................................................................................88Denver International Airport ...........................................................................................................................................89

Hotel, Leisure & Entertainment �� 90-99Narodowe Centrum Sportu Sp. z o.o. (National Stadium) ...............................................................................................92Enjoy .............................................................................................................................................................................93DüsseldorfCongress Veranstaltungsgesellschaft mbH ......................................................................................................96Ikaalisten Kylpylä oy, Ikaalinen Spa .................................................................................................................................97English Heritage .............................................................................................................................................................98

Retail & Wholesale �� 100-117Alcampo, S.A. ..............................................................................................................................................................104Multi Mall Management ..............................................................................................................................................105Bilka – Dansk Supermarked A/S ...................................................................................................................................108Solana Beijing ..............................................................................................................................................................109Carlson Ltd ..................................................................................................................................................................112Metropolitan Kentjana Tbk – Pondok Indah Mall ..........................................................................................................113Decathlon España, s.a ..................................................................................................................................................114Sanlitun Village ............................................................................................................................................................115Consórcio Park Shopping São Caetano .........................................................................................................................116

Business Services & IT �� 118-153Bayshore Development Group Limited .........................................................................................................................120Moscow School of Management SKOLKOVO ...............................................................................................................121Ignis Asset Management ..............................................................................................................................................124Indra Sistemas, s.a. ......................................................................................................................................................125Canon Austria GmbH ...................................................................................................................................................128Elion Ettevõtted AS ......................................................................................................................................................130Delta Lloyd Groep .................... ...................................................................................................................................131Belgacom S.A. .............................................................................................................................................................134Barmer GEK .................................................................................................................................................................135UBS AG .......................................................................................................................................................................138Komercni banka (Societe Generale) ..............................................................................................................................139Credit Suisse AG ...................... ...................................................................................................................................142ENTEL S.A. ...................................................................................................................................................................143TDC A/S .......................................................................................................................................................................146VTR ..............................................................................................................................................................................147Regus ..........................................................................................................................................................................150Siemens AS, Siemens Real Estate ..................................................................................................................................151SAP ..............................................................................................................................................................................152

Healthcare �� 154-171Lyell McEwin Hospital ...................................................................................................................................................158

8

Index by customer

Complexo Hospitalar Edmundo Vasconcelos.................................................................................................................162Sanatorio SEMM Mautone ...........................................................................................................................................163Hospital Regional de Alta Especialidad de Ixtapaluca ....................................................................................................166Singapore General Hospital (SGH) ................................................................................................................................167Sanitas (Bupa Group) ...................................................................................................................................................168University Hospital of Ioannina .....................................................................................................................................169Horizon Healthcare Services, Inc. ..................................................................................................................................170

9

Index by country

Argentina .............................................................................. 16Argentina .............................................................................. 46Australia ................................................................................ 52Australia ................................................................................ 70Australia ................................................................................ 75Australia .............................................................................. 158Austria ................................................................................. 128Belgium ................................................................................. 34Belgium ............................................................................... 134Brazil ..................................................................................... 60Brazil ................................................................................... 116Brazil ................................................................................... 162Brunei .................................................................................... 17Chile ...................................................................................... 93Chile .................................................................................... 143Chile .................................................................................... 147China ................................................................................... 109China ................................................................................... 115Czech Republic ...................................................................... 87Czech Republic .................................................................... 139Denmark ................................................................................ 38Denmark ................................................................................ 56Denmark .............................................................................. 108Denmark .............................................................................. 146Estonia ................................................................................... 35Estonia ................................................................................. 130Finland ................................................................................... 66Finland ................................................................................... 97Finland ................................................................................. 112France .................................................................................... 39France ................................................................................. 152Germany ................................................................................ 31Germany ................................................................................ 78Germany ................................................................................ 96Germany .............................................................................. 135Greece ................................................................................... 53Greece ................................................................................... 57Greece ................................................................................. 169

Hong Kong ............................................................................ 74Hong Kong .......................................................................... 120Iceland ................................................................................... 21Iceland ................................................................................... 67Indonesia ............................................................................... 13Indonesia ............................................................................. 113Italy ....................................................................................... 26Italy ....................................................................................... 30Mexico ................................................................................. 166Norway ............................................................................... 151Poland ................................................................................... 43Poland ................................................................................... 92Portugal ................................................................................. 86Portugal ................................................................................. 88Portugal ............................................................................... 105Russia .................................................................................... 47Russia .................................................................................... 82Russia .................................................................................. 121Russia .................................................................................. 150Singapore ............................................................................ 167Slovakia ................................................................................. 27Spain ................................................................................... 104Spain ................................................................................... 114Spain ................................................................................... 125Spain ................................................................................... 168Sweden ................................................................................. 20Switzerland ............................................................................ 42Switzerland .......................................................................... 138Switzerland .......................................................................... 142The Netherlands ..................................................................... 79The Netherlands ................................................................... 131Turkey .................................................................................... 12United Kingdom .................................................................... 98United Kingdom .................................................................. 124Uruguay ............................................................................... 163USA ....................................................................................... 89USA ..................................................................................... 170

1010

“ I know how important it is to come home to fresh sheets after a long day at work”

Marilou Lopez, Housekeeping & Accommodation Services Professional, ISS Energy & Resources Team, Pilbara, Western Australia

11

ENERGY &

RESOURCES

12

Facts

Country TurkeyMarket segment Energy & ResourcesCustomer of ISS since 2011Employees at customer 550 (in Turkey)Customer sites 1ISS employees on site 102

Description

Founded in 1968 as AEG-ETI, then continued under the name GEC-ALSTON, ALSTROM and AREVA. As of 1 June 2011 the company has run under the name Schneider Electric.

From steel in the 19th century, to electrical distribution and automation in the 20th and energy management in the 21st, Schneider Electric has always been driven by an international, innovative and responsible mindset to shape the transformation of the industry it is evolving in.

Service Mix

ISS Turkey delivers a full IFS contract covering Facility Management, Cleaning Services, Support Services, Property Services, Catering Services and Security Services.

Account Manager

Hilmi UzunIFS Operation DirectorTel.: +90 530 931 [email protected]

ISS Tesis Yönetim Hizmetleri A.S.

Yahya Kemal Mah Okul Cad. No:8 Kagıthane 34410 Istanbul Turkey Tel.: +90 212 354 74 00

www.tr.issworld.com

Schneider Electric

ISS Turkey delivering Catering Services

F A C I L I T Y M A N A G E M E N T | C L E A N I N G | S U P P O R T | P R O P E R T Y | C A T E R I N G | S E C U R I T Y

13

Facts

Country IndonesiaMarket segment Energy & ResourcesCustomer of ISS since 2007Employees at customer 1,200Customer sites 14ISS employees on site 184

Description

PT. Pama Persana Nusantara is a world leading mining contractor. The project is located at East Borneo, South Borneo and South Sumatra.

Service Mix

ISS Indonesia delivers Catering (Canteen), Support Services, Laundry, Housekeeping and Gardening.

Contract History

The contract has been re-negotiated as follows:

• 2012 – 2013 • 2011 – 2012 • 2009 – 2011• 2007 – 2009

Account Manager

Deden Yulih MRAField and Care [email protected]

P.T. ISS Indonesia

Graha ISS Jl. Jend. Sudirman Blok J No. 3 Bintaro Jaya 15229 Indonesia Tel.: +6221 748 64490

www.id.issworld.com

PT. Pama Persada Nusantara

ISS Indonesia performing Catering Services at PT. Pama Persada Nusantara site


14 © YPF

15

“ In reference to the service provided by ISS in YPF main Computing Center, we would like to highlight the commitment, professionalism and dedication not only of the technicians, but also of the technical representatives who provide support to the account and are the direct contacts for our area”

Engineer Jorge C� Martins | Maintenance ManagerYPF | Argentina

16

Facts

Country ArgentinaMarket segment Energy & ResourcesCustomer of ISS since 2009Employees at customer 16,048Customer sites 2ISS employees on site 8

Description

YPF is a leading energy company in the different segments of the sector: upstream, downstream and commercial. It is the main producer of hydrocarbons; it is the largest investor and one of the highest generators of employment: more than 46,000 people are employed directly and indirectly. It stands out for its consistent profitability and financial soundness.

The company has around 1,600 service stations distributed throughout the country of Argentina and produces a wide range of products for agriculture and industry.

Service Mix

ISS Argentina delivers Maintenance Services, Technical Cleaning Services and monitoring of critical services by BMS.

Contract History

ISS Argentina won the contract for Maintenance and Cleaning Services of the Data Centre area in 2009.

What the Customer Says

“In reference to the service provided by ISS in YPF main Computing Center, we would like to highlight the commitment, professionalism and dedication not only of the technicians, but also of the technical representatives who provide support to the account and are the direct contacts for our area.”

Engineer Jorge C. Martins, Maintenance Manager

Account Manager

Leonardo SanteusanioFacility ManagerTel: +54 911 4085 2542 [email protected]

ISS Argentina S.A.

Bazurco 2355 C1419FKC Buenos Aires Argentina Tel.: +54 11 4830 4100

www.ar.issworld.com

YPF

ISS Argentina carrying out Property Services


17

Facts

Country BruneiMarket segment Energy & ResourcesCustomer of ISS since 2005Employees at customer 500 (100 internal staff and over 400

contracted workforce)Customer sites 21ISS employees on site 37

Description

Total is a leading multinational energy company with more than 96,000 employees and operations in more than 130 countries. Together with its subsidiaries and affiliates, Total is the fifth -argest publicly traded integrated international oil and gas company in the world (based on market capitalisation, in dollars, as of 31 December 2010).

In Brunei, Total is represented by two companies: Total E&P Borneo B.V. and Total E&P Deep Offshore B.V. In 2011, Total in Brunei achieved 12 years without lost time injury (LTI) with a total of 7.5 million work hours. It was also granted an ISO 14001:2004 certification in April 2010, which confirms that its Environmental System complies with international standards.

Service Mix

ISS Brunei performs Pest Control, Cleaning and Housekeeping Services.

Contract History

The contract initially included only Pest Control Services and expanded to include Cleaning and Housekeeping in 2008.

Account Manager

Edison San DiegoCleaning & Maintenance Division HeadTel.: +673 8732953Email: [email protected]

ISS Facility Services Sdn. Bhd.

1A, Bangunan Menglait 1, Mile 2Jalan GadongBandar Seri Begawan BE3919Brunei DarussalamTel.: +673 2420973

www.bn.issworld.com

Total E&P Borneo B.V.


ISS delivering Cleaning Services

18

© OKG AB

19

“ ISS is a true partner that shows initiative and manages to solve developing problems at an early stage. Their long experience as a service supplier to the nuclear industry is crucial for our choice of partner, and I feel confident in their way of delivering service with competent staff. We focus on what we do best, and ISS does the same. That way, both parties win”

Susanne Andersson | Service ManagerOKG AB | Sweden

20

Facts

Country SwedenMarket segment Energy & ResourcesCustomer of ISS since 1999Employees at customer 850Customer sites 1ISS employees on site 100 (during outage approx. 300)

Description

OKG was founded in 1965 and today owns and operates three nuclear reactor units – Oskarshamn 1, 2 and 3 – which together account for 10 per cent of the total electricity generation in Sweden.

The plant is located on the Swedish east coast, 30 km north of Oskarshamn. Oskarshamn 1, Sweden’s first commercial nucle-ar power unit, was commissioned in 1972. Oskarshamn 2 has been in operation since 1974 and Oskarshamn 3 was put into commercial operation in 1985. Each reactor is shut down every year for three to six weeks for maintenance, safety system control and replacement of 20 per cent of the fuel elements. These planned outages normally oc-cur between May and September. The total plant investment at Oskarshamn is approximately SEK 20 billion.

OKG presently has approximately 850 employees and an annual turnover of around SEK 3 billion.

Service Mix

ISS Sweden´s partnership with OKG is a Faciliy Management contract with a wide range of services, for example Cleaning, Property Maintenance, Decontamination, Transportation, Waste Disposal and Catering Services.

Contract History

ISS has delivered Facility Management Services to OKG since 1999. Before that, ISS had been supplying single services to OKG since 1974. The contract has developed cooperatively over the years and currently consists of 8 SLAs, which define the agreed service delivery.


“ISS is a true partner that shows initiative and manages to solve developing problems at an early stage. Their long experience as a service supplier to the nuclear industry is crucial for our choice of partner, and I feel confident in their way of delivering service with competent staff. We focus on what we do best, and ISS does the same. That way, both parties win.”

Susanne Andersson, Service Manager

Account Manager

Maria KarlssonSite ManagerTel.: +46 73 436 36 [email protected]

ISS Facility Services AB

Årstaängsvägen 11 Box 47635 117 94 Stockholm Sweden Tel.: +46 8 681 60 00

www.se.issworld.com

OKG AB


Maria Karlsson, ISS Site Manager on front of OKG plant

21

Facts

Country IcelandMarket segment Energy & ResourcesCustomer of ISS since 2008Employees at customer 20 on siteCustomer sites 1ISS employees on site 5

Description

Fljótsdalsstöð is a power station and was launched on 30 November 2007.

The station’s catchment covers over 2200 m2 and the station’s reservoirs are formed by five dikes that are over 5 km long. The power of Fjótsdalsstöð is 690 MW; it is the most powerful hydroelectric power station in Iceland.

Service Mix

ISS delivers Cleaning Services and Catering Services.

Contract History

The contract was won via a tender offer process.

Account Manager

Valdemar ValdemarssonBranch managerTel.: +354 [email protected]

ISS Iceland ehf Austurhraun 7210 Gardabaer Iceland Tel.: +354 5800 600

www.is.issworld.com

Landsvirkjun / Fljótsdalsstöð

© Fljótsdalsstöð


22

“ I know the ultimate cleaning secret”

Yöney Gülay, Cleaning Professional for BMW in Dingolfing, Germany

23

INDUSTRY&

MANUFACTURING

24 © Rexam Beverage Can Italia S.r.l.

25

” We are satisfied with the work carried out by ISS on our Italian plant”

Lorenzo Garbellini | Managing DirectorRexam Beverage Can Italia S�r�l� | Italy

26


Facts

Country ItalyMarket segment Industry and ManufacturingCustomer of ISS since 2011Employees at customer 200Customer sites 2ISS employees on site 4

Description

Rexam is a leading global consumer packaging company. It is a leading global beverage can maker and one of the global leaders in rigid plastic packaging. Its vision is to be the best consumer packaging company in the world.

They are business partners with some of the world’s most famous and successful consumer brands as well as young, entrepreneurial start-ups. They offer a broad range of packaging services and solutions for different industries, using different materials and technologies.

Service Mix

ISS Italy delivers Facility Management and the following services: Cleaning Services, Laundry Services, Waste Management, Pest Control, Catering Services, Vending Machines, Landscaping and Security Services.

Contract History

ISS Italy has delivered Integrated Facility Management Solutions since 2011.


”We are satisfied with the work carried out by ISS on our Italian plant.”

Lorenzo Garbellini, Managing Director

Account Manager

Ermanno PoliFacility ManagerTel.: + 39 348 [email protected]

ISS Facility Services S.r.l.

Via E Bugatti 12 20142 Milano Italy Tel.: +39 02 82681210

www.it.issworld.com

Rexam Beverage Can Italia S.r.l.

ISS Italy delivering Property Services

27

Facts

Country SlovakiaMarket segment Industry & ManufacturingCustomer of ISS since 2006Employees at customer 771Customer sites 1ISS employees on site 25

Description

The factory in Michalovce produces electric motors for washing machines, dryers and dishwashers. The factory produces more than seven million engines. The whole production is destined for export. The company has experience in acoustics, as well as contactless and optical methods. They also place great emphasis on low-noise motors.

Service Mix

ISS Slovakia carries out Cleaning Services, Technical Building Maintenance and Security Services.

Contract History

2008 Cleaning Services2010 Technical Building Maintenance2010 Security Services

Account Manager

Anna MicaníkováManager+421 905 571 [email protected]

ISS Facility Services spol. s r.o.

Mokrán Záhon 2 821 04 Bratislava Slovakia Tel : +421 2 32 630 111

www.sk.issworld.com


BSH DRIVES AND PUMPS, spol. s r.o.

ISS performing Property Services

28 © Intertaba

29

” After one and a half years of IFMS contract with ISS, we’re happy to say we’re experiencing a successful partnership with ISS. Common objectives, contract ownership and customer orientation (focused on innovation and continuous improvement) are the key elements of supporting business. We look forward to meeting new challenges together with ISS as a valid partner for business”

Alberto Platè | Purchasing Supervisor INTERTABA S�p�A� A Philip Morris Affiliate | Italy

30

Facts

Country ItalyMarket segment Industry & ManufacturingCustomer of ISS since 2010Employees at customer 450Customer sites 1 site (4 premises)ISS employees on site 35

Description

Intertaba S.p.A., based in Zola Predosa, near Bologna, is a specialized cigarette filter manufacturing unit, supplying several Philip Morris International factories around the world.

Intertaba S.p.A. became a PMI affiliate in 1964. Over the years, the company has built a solid know-how of prototyping and producing technologically advanced cigarette filters.

Intertaba S.p.A currently employs approximately 450 people. Its people are globally recognised for their expertise in the filter-making process and their drive and commitment towards innovation.

Service Mix

ISS Italy performs Daily Office Cleaning, Industrial Cleaning, Vending Machines, Reception Services, Switchboard, Waste Management, Pest Control and Landscaping.

Contract History

ISS Italy has delivered Integrated Facility Management Solutions since 2010.


”After one and a half years of IFMS contract with ISS, we’re happy to say we’re experiencing a successful partnership with ISS. Common objectives, contract ownership and customer orientation (focused on innovation and continuous improvement) are the key elements of supporting business. We look forward to meeting new challenges together with ISS as a valid partner for business.”

Alberto Platè, Purchasing Supervisor

Account Manager

Carlo FancinelliSite ManagerTel.: +39 342 [email protected]

ISS Facility Services S.r.l.

Via E Bugatti 12 20142 Milano Italy Tel.: +39 02 82681210

www.it.issworld.com

INTERTABA S.p.A. A Philip Morris Affiliate

ISS delivering Catering Services


31

Facts

Country GermanyMarket segment Industry & ManufacturingCustomer of ISS since 2011Employees at customer 350 employees on German site 6,950 employees worldwideCustomer sites 1ISS employees on site 18 (of which 6 are full time)

Description

The Xella group is a global company that produces building materials, dry lining and lime. With about 90 factories in 18 countries and sales and marketing organisations in about 30 countries, Xella is flying its flag internationally. In 2011 the company employed 6,950 people with a sales volume of Euro 1.3 billion.

Service Mix

ISS Germany provides Catering Services (including breakfast and lunch), Conference and Event Services, Vending Machine Services, Building Maintenance, Troubleshooting Services, Standby Duty (with CAFM software), Reception Services, Mail Handling, Security and Cleaning Services. An ISS Account Manager is responsible for the overall coordination of all Technical and Infrastructure Facility Management Services.

Contract History

ISS Germany initially delivered Cleaning Services to one Xella building. ISS was then contracted to provide Catering Services to Xella’s new central building.

This has now been extended to include all ISS services for both Xella (Catering, Cleaning, Security, Office Support and Pest Control) and Property Maintenance for the building’s owner.

Account Manager

Martin WredeHead of Service Center DüsseldorfTel.: + 49 211 30278 [email protected]

ISS Facility Services GmbH

Wanheimer Straße 92 40468 Düsseldorf Germany Tel.: +49 211 30278-0

www.de.issworld.com

Xella International GmbH

http://www.xella.co.uk/html/gbr/en/index.php

Recreate PMS

ISS Germany delivering Property Services


33

“ Audi Brussels recommends ISS as a reliable partner in the cleaning and maintaining of its building facilities. The ISS staff in Brussels has the ability to work well cross-functionally with all the departments ,and has gained the trust and respect of all the management. Over the years they’ve proven to be able to deliver the necessary flexibility and quality to respond to the ever-changing needs of the automotive environment”

Philippe De Reu | Leiter Beschaffung / ZentrallagerAudi Brussels | Belgium

34

Facts

Country BelgiumMarket segment Industry & ManufacturingCustomer of ISS since 2003Employees at customer 2,750 (2,000 blue collar + 400 white

collar + 350 interims) + subcontractorCustomer sites 1ISS employees on site 95

Description

Volkswagen has been manufacturing cars in Brussels since 1949. A major restructuring took place in 2007, when Volkswagen pulled out to be replaced by Audi. Since 2010 the 540,000 m² site has been dedicated to the production of the A1, a huge commercial success by any measure. Bodywork, paint shop and assembly line are done on site. The state-of-the art logistical centre “Automotive Park”, with its just-in-time processes, drives the production chain; no less than 520 cars are produced daily.

Service Mix

Industrial Cleaning and Technical Cleaning of machinery. Daily Office Cleaning, Window Cleaning and all Special Cleaning assignments, Waste Management, Handyman Services, Renovation Services and Grounds Maintenance, Catering Services, Single point of contact and Integrated Reporting.

Contract History

Some of the companies acquired by ISS had contracts with Volkswagen, mainly for Industrial Cleaning. Since 2003, first Volkswagen and then Audi, has become an ever more important customer for ISS Belgium, adding services and volume to the base contract. Audi is one of ISS Belgium’s top 10 customers.


Audi Brussels recommends ISS as a reliable partner in the cleaning and maintaining of its building facilities. The ISS staff in Brussels has the ability to work well cross-functionally with all the departments ,and has gained the trust and respect of all the management. Over the years they’ve proven to be able to deliver the necessary flexibility and quality to respond to the ever-changing needs of the automotive environment.”

Philippe De Reu, Leiter Beschaffung / Zentrallager

Account Manager

Freddy SchepensNational Sales Manager ICTel.: +32 498 94 84 [email protected]

ISS N.V.

Steenstraat 20/1 1800 Vilvoorde / Koningslo Belgium Tel.: +32 2 263 66 11

www.be.issworld.com

Audi Brussels



35

Facts

Country EstoniaMarket segment Industry & ManufacturingCustomer of ISS since 2009Employees at customer 3,000Customer sites 1 (Indoor approx. 38,000 m2, outdoor

approx. 268,000 m2)ISS employees on site 61

Description

Enefit Mines Ltd mines oil shale to supply the electricity and oil industries with fuel and raw materials. The company also processes the enrichment waste from oil shale, sending it as a raw material to the construction materials industry and as gravel for road construction.

The company has four mines; two underground and two opencast, and a rail transport unit.

Service Mix

ISS Estonia provides Indoor Cleaning, Outdoor Cleaning, Laundry Services and Special Cleaning.

Contract History

• The first contract for Indoor and Outdoor Cleaning Services for Estonia mine and Viru mine was signed with Enefit Mines Ltd in 2009.

• In 2010 we began providing Cleaning services at Aidu quarry and Enefit Mines Logistics company sites.

• In 2011 we started providing Laundry Services on for Estonia mine, Viru mine, Aidu quarry and Narva quarry.

• In 2012 ISS Estonia began providing cleaning Services at Narva quarry.

Account Manager

Tatjana Krutshinkina Service managerTel.: + 372 [email protected]

ISS Haldus Oü

Vilde tee 129 12613 Tallinn Estonia Tel.: +372 613 9107

www.ee.issworld.com

Enefit Mines Co



36

“ Grundfos want to develop a more efficient Facility Management organisation and have consequently outsourced certain Facility Services. This is driven by Grundfos’ overall strategy to focus on its core business in the future. Based on this, Grundfos chose ISS as a partner to support this strategy. We recognise ISS as a strong global player, with a platform to support a potential step-wise global approach in the future”

Erik Pagaard | Manager Group PropertiesGrundfos A/S | Denmark

37© Grundfos

38

Facts

Country DenmarkMarket segment Industry & ManufacturingCustomer of ISS since 1989Employees at customer Approx. 17,000 (4,900 located in

Denmark)Customer sites 5 locations in Denmark, approx.

250,000 m2

ISS employees on site 90

Description

An annual production of more than 16 million pump units makes Grundfos one of the world’s leading pump manufacturers. Circulator pumps for heating and air-conditioning as well as other centrifugal pumps for the industry, water supply, sewage and dosing are its main products. Today Grundfos is the world’s largest manufacturer of circulators, covering approximately 50 per cent of the world market of these pumps.

The majority of activities for Danish Grundfos takes place in Bjerringbro, where the company was established in 1945.

The Grundfos Group is today represented by more than 80 production and sales branches in more than 45 countries. In addition, Grundfos products are sold in a large number of countries by local distributors.

Service Mix

ISS Denmark provides Building Maintenance Services, M&E Services, Project Management, Helpdesk, Cleaning and Landscaping Services at Grundfos facilities in Denmark as well as Hotel Services at the Poul Due Jensen Academy.

Contract History

ISS Denmark has delivered Cleaning Services since 1989. In 2010 the contract was expanded to cover the existing scope, driven by the key objectives of transparency, service level alignment and free up non-core resources.


“Grundfos want to develop a more efficient Facility Management organisation and have consequently outsourced certain Facility Services. This is driven by Grundfos’ overall strategy to focus on its core business in the future. Based on this, Grundfos chose ISS as a partner to support this strategy. We recognise ISS as a strong global player, with a platform to support a potential step-wise global approach in the future.”

Erik Pagaard, Manager Group Properties

Account Manager

Malene Holm SmedFM ManagerTel.: +45 [email protected]

ISS Facility Services A/S

Møntmestervej 31 2400 Copenhagen NV Denmark Tel.: +45 38 17 17 17

www.dk.issworld.com

Grundfos A/S

ISS performing Facility Management


39

Facts

Country FranceMarket segment Industry & ManufacturingCustomer of ISS since 2012Employees at customer 3,500 in FranceCustomer sites 4ISS employees on site 80

Description

With sales of e30.5 billion in 2011, Continental is among the world’s leading automotive suppliers. As a supplier of brake systems, systems and components for powertrains and chassis, instrumentation, infotainment solutions, vehicle electronics, tires and technical elastomers, Continental contributes to enhanced driving safety and global climate protection.

Continental is also an expert partner in networked automobile communication. Continental currently has approximately 164,000 employees in 46 countries.

Service Mix

ISS France performs Cleaning Services, Landscaping, Call Centre Services, Logistics and Pest Control.

Contract History

SInce 2012 ISS France has been working in partnership with Continental to provide lower risk and add high value.

Account Manager

Benoit Crouzatier+33 (0)6 94 95 45 [email protected]

ISS Holding Paris SAS

12, rue Fructidor 75017 Paris France Tel.: +33 01 44 04 44 04

www.fr.issworld.com

Continental

ISS France performing Property Services


41

“ With the IFS solution, the resources are used in an effective way, which significantly lowered our costs“

Mr� Estevez Santiago | Facilities Services & Real Estate Manager Geneva, Eastern Europe, Central Europe,

TME & La Susette Site ManagerDuPont de Nemours International SA | Switzerland

42

Facts

Country SwitzerlandMarket segment Industry & ManufacturingCustomer of ISS since 2004Employees at customer 800Customer sites 2ISS employees on site 59 (1 Facility Services Manager,

42 cleaning professionals, 16 administrative employees)

Description

Founded in 1802, DuPont puts science to work by creating sustainable solutions that are essential to a better, safer, healthier life for people everywhere. Operating in more than 70 countries, DuPont offers a wide range of innovative products and services for markets including agriculture, nutrition, electronics, communications, safety and protection, home and construction, transportation and apparel.

Service Mix

ISS Switzerland delivers Facility Management, Support Services (Reception, Mail Room, Conference Rooms and Transportation), Property Services (Pest Control, Landscaping, Winter Services, Parking Management, Project Management, Move and Changes) and Cleaning Services (Daily Office Cleaning and Special Cleaning).

Contract History

2004 IFS contract


“With the IFS solution, the resources are used in an effective way, which significantly lowered our costs.“

Mr. Estevez Santiago, Facilities Services & Real Estate Manager Geneva, Eastern Europe, Central Europe, TME & La Susette Site Manager

Account Manager

Christophe Favier-BossonManaging DirectorTel.: +41 58 787 78 22

ISS Schweiz AG

Buckhauserstrasse 22Postfach 8010 ZürichSwitzerlandTel.: +41 58 787 80 00

www.ch.issworld.com

DuPont de Nemours International SA


ISS Switzerland delivering Support Services

43

Facts

Country PolandMarket segment Industry & ManufacturingCustomer of ISS since 2012Employees at customer 1,154 Customer sites 2ISS employees on site 11

Description

Nexteer Automotive is a global leader in advanced steering and driveline systems. Nexteer’s in-house development and integration of hardware, software and electronics gives the company an unmatched competitive advantage as a full service steering supplier.

Nexteer has a 100-year heritage of vehicle integration expertise and product workmanship. The company has a strong foundation and a reputation for providing dependable steering solutions and enduring customer relationships.

Service Mix

ISS Poland provides Catering (meals ready for consumption).

Contract History

In 2008 Nexteer (formerly Delphi) invited ISS Poland to examine the possibilities of providing ‘food services’ in Nexteer’s Tychy location. Because of the global market situation, the project was suspended for a while and re-opened in 2010 when the negotiations were resumed and the contract was awarded in 2012.

Account Manager

Regional ManagerMarcin GrabiwodaTel.: +48 79 5149 [email protected]

ISS Facility Services Sp. z o.o.

Ul. M Flisa 2 02-247 Warsaw Poland Tel.: +48 22 577 4200

www.pl.issworld.com

Nexteer Automotive Poland Sp. z.o.o.



44

“ ISS carries out the Cleaning Services of washrooms, hallways, glasses, furniture, green spaces and offices. ISS runs jobs with environmental responsibility, complying with the ISO 14001 standards required by MAHLE.

ISS has accomplished a synergy in the areas of HR, HS&E, Maintenance and Waste Management of MAHLE Argentina S.A., which allows the achievement of objectives fast and efficiently.

ISS cooperates as a fundamental pillar in the “PIL” (Integral Cleaning Plan) Program based on the Japanese techniques of the 5 S, released in August 2012, the aim of which is to obtain tidiness and cleanliness in all areas of the plant, creating a discipline that eventually turns into culture and common practice.

Since the beginning of the services, ISS has reached the highest level of qualification (92.60 per cent on average), measured by the, assessment of services of third parties, conducted by MAHLE Argentina S.A., which evaluates compliance and satisfaction of the service provided by third parties each month”

Lucas Martin Gareis | Human ResourcesMAHLE Argentina S�A� | Argentina

45© MAHLE

46

Facts

Country ArgentinaMarket segment Industry & ManufacturingCustomer of ISS since 2012Employees at customer 750Customer sites 1ISS employees on site 18

Description

As a leading global development partner for the automotive and engine industry, MAHLE offers unique systems competence in internal combustion engine and engine peripherals.

For more than 90 years, MAHLE has played a decisive role in promoting the development of automotive and engine technology, setting standards time and again. MAHLE has a local presence in all major world markets. Approximately 49,000 employees work at over 100 production plants.

Service Mix

ISS Argentina manages Cleaning Services, Washroom Services, Cleanroom and Landscaping.

Contract History

ISS won the Cleaning Services contract in April 2012.


“ISS carries out the Cleaning Services of washrooms, hallways, glasses, furniture, green spaces and offices. ISS runs jobs with environmental responsibility, complying with the ISO 14001 standards required by MAHLE.

ISS has accomplished a synergy in the areas of HR, HS&E, Maintenance and Waste Management of MAHLE Argentina S.A., which allows the achievement of objectives fast and efficiently.

ISS cooperates as a fundamental pillar in the “PIL” (Integral Cleaning Plan) Program based on the Japanese techniques of the 5 S, released in August 2012, the aim of which is to obtain tidiness and cleanliness in all areas of the plant, creating a discipline that eventually turns into culture and common practice.

Since the beginning of the services, ISS has reached the highest level of qualification (92.60 per cent on average), measured by the, assessment of services of third parties, conducted by MAHLE Argentina S.A., which evaluates compliance and satisfaction of the service provided by third parties each month.”

Lucas Martin Gareis, Human Resources

Account Manager

Enrique SusemihlOperational Manager+0341 1531 [email protected]

ISS Argentina S.A.

Bazurco 2355 C1419FKC Buenos Aires Argentina Tel.: +54 11 4830 4100

www.ar.issworld.com

MAHLE Argentina S.A.

ISS Argentina performing Cleaning Services


47

Sumitec International Ltd

Facts

Country RussiaMarket segment Industry & ManufacturingCustomer of ISS since 2007Employees at customer 50Customer sites 1ISS employees on site 4

Description

Sumitec International Ltd is a supplier of construction and mining machinery. The company supplies Toyota and Komatsu forklift loaders. The company was founded in 2001 and is based in Moscow, Russian Federation. Sumitec International Ltd is a part of Sumitomo Corporation.

Service Mix

ISS Russia manages Internal and External Cleaning, Catering and Technical Maintenance.

Contract History

The contract was first signed in 2007 for Maintenance Services. Cleaning and Catering was added in 2010. The contract is renewed every year.

Account Manager

Olga Shikhova Key Account ManagerTel.: +7 495 933 44 [email protected]

ISS Facility Services Rus LLC

21 Noviy Arbat str. 119019, Moscow Russia Tel.: +7 495 933 44 73

www.ru.issworld.com


ISS delivering Property Services

48

“ I thrive in a job where freedom comes with responsibilities”

Kim Koustrup, Supervisor at Danish Crown, Denmark

49

FOOD &

BEVERAGE

50 @ Collins Food Group

51

“ Collins Foods Limited recommends ISS as a reliable partner in providing both Pest Management and Washroom Services.

ISS has provided our business with excellent professional support and has proven over many years to be both proactive and flexible in their service and support”

John Hands | Chief Supply and Information OfficerCollins Food Group | Australia

52

Facts

Country AustraliaMarket segment Food & BeverageCustomer of ISS since 2003Employees at customer 7,000Customer sites 149ISS employees on site ISS utilises both Washroom and

Pest Technicians from more than 12 branches throughout Australia, including regional towns and remote sites.

Description

Based in Brisbane, Queensland, Collins Foods operates food service retail outlets across Australia.

They run 122 KFC outlets in Queensland and all 27 Sizzler restaurants across Australia. They also franchise 53 Sizzler restaurants in Asia, predominantly in Thailand and China.

Service Mix

ISS Australia provides Hygiene, Washroom & Pest Control Services to the Collins Foods portfolio, comprising 149 sites across Australia, including both KFC and Sizzler Restaurants.

Contract History

ISS’ relationship with Collins Foods commenced in September 2003. Although the majority of KFC and Sizzler Restaurants are located within Queensland, Collins Foods also has Sizzler sites in Western Australia and New South Wales that are serviced by ISS. After implementing Pest Control Services in 2003, ISS was asked to add Hygiene and Washroom Services in 2006.


“Collins Foods Limited recommends ISS as a reliable partner in providing both Pest Management and Washroom Services.

ISS has provided our business with excellent professional support and has proven over many years to be both proactive and flexible in their service and support.”

John Hands, Chief Supply and Information Officer

Account Manager

Tony PhilpotGeneral Manager – Hygiene, QueenslandTel.: +61 7 3815 [email protected]

ISS Australia ISS Facility Services Australia Ltd. Unit 1, 12 Mars Road Lane Cove NSW 2066 Australia Tel.: +61 2 8644 9700

www.au.issworld.com

Collins Food Group



53

Facts

Country GreeceMarket segment Food & BeverageCustomer of ISS since 2011Employees at customer 450Customer sites 2ISS employees on site 17

Description

Kraft Foods, which split many of its brands into a separate company called Mondelez International in October 2012, is an American multinational confectionery, food and beverage conglomerate.

It markets many brands in more than 170 countries. Twelve of its brands annually earn more than $1 billion worldwide: Cadbury, Jacobs, Kraft, LU, Maxwell House, Milka, Nabisco, Oreo, Oscar Mayer, Philadelphia, Trident and Tang. Forty of its brands are at least a century old.

Service Mix

ISS Greece performs Cleaning Services, Security Services, Pest Control, Landscaping, Technical Services, Waste Disposal and Washroom Services.

Account Manager

Hara HatzirodiaEmployee Relations & Facility Management Coordinator+30 210 2889 [email protected]

ISS Facility Services S.A.

479 Mesogeion Avenue 153 43 Agia Paraskevi, Athens Greece Tel.: +30 210 27 05 600

www.gr.issworld.com

Kraft Foods, Greece member of Mondelez International companies

ISS performing Security Services


54

“ The main challenge for Danish Crown is sustaining our competitive advantage in the global market. Production efficiency is a key factor in maintaining our level of exports. We do this by running a very efficient and modern slaughterhouse.

At Danish Crown we are not experts in cleaning. However, we do recognise when it is done properly. Having a supplier and partner who constantly innovates and develops our cleaning solution is critical to our cost efficiency and competitiveness.

ISS’ water-saving nozzles reduce consumption, heating,

and drainage of water in the cleaning process at our production facilities. I consider this a win-win-win situation”

Per Laursen | Plant DirectorDanish Crown A/S | Denmark

55Zafer Shaban, Denmark

56

Facts

Country DenmarkMarket segment Food & BeverageCustomer of ISS since 1976Employees at customer 23,500Customer sites 7 cattle slaughterhouses and cutting

plants, 2 departments for retail-packed meat, 2 distribution departments/fresh food terminals and admin. facilities

ISS employees on site Approx. 350

Description

The Danish Crown group is an international food producer with production and sales around the world. Danish Crown, the parent company, produces and markets pork and beef. Danish Crown’s subsidiaries produce and market processed food products and other products for food production. Danish Crown is:

• The world´s second largest – and Europe´s largest – pig slaughtering business

• Europe´s largest meat-processing company • Denmark´s largest cattle slaughterhouse business • One of the two or three largest meat exporters in the world

and the world’s largest exporter of pork. **www.danishcrown.dk

Service Mix

ISS Denmark performs Production Cleaning, Sewer Services, Plant Services, Window Polish, Green Maintenance, General Cleaning, Catering and Damage Control.

Contract History

During the past 30 years, collaboration between Danish Crown and ISS has evolved from primarily Production Cleaning to include services involving preparation for production and the

separation and collection of machines.

In recent years, the focus has been on energy optimisation. Most remarkably, ISS has developed unique nozzles that significantly reduce Danish Crown’s water consumption. Together, Danish Crown and ISS also collaborate on projects to reduce the use of active chlorine and energy consumption related to cleaning.


”The main challenge for Danish Crown is sustaining our competitive advantage in the global market. Production efficiency is a key factor in maintaining our level of exports. We do this by running a very efficient and modern slaughterhouse.

At Danish Crown we are not experts in cleaning. However, we do recognise when it is done properly. Having a supplier and partner who constantly innovates and develops our cleaning solution is critical to our cost efficiency and competitiveness. ISS’ water-saving nozzles reduce consumption, heating, and drainage of water in the cleaning process at our production facilities. I consider this a win-win situation.”

Per Laursen, Plant Director

Account Manager

Henrik Bo JensenRegionsdirektør+45 [email protected]



www.dk.issworld.com

Danish Crown A/S

ISS Denmark delivering Cleaning Services


57© Athenian Brewery SA

Facts

Country Greece Market segment Food & BeverageCustomer of ISS since 2006Employees at customer 1,100Customer sites 4 plantsISS employees on site 50

Description

Athenian Brewery S.A. is the largest producer and distributor of beer in Greece. The company was founded in 1963 by a group of Greek entrepreneurs and it is a member of the Heineken NV group. In 1965, the first brewery producing Amstel beer was established in Athens. The second factory was opened in Thessaloniki in 1972. Production was significantly enhanced, while in 1976, Amstel become the best-selling beer brand in the Greek market: a position it still retains today.

In 1981, Athenian Brewery launced Heineken beer, while expansion continued with the foundation of a third plant in Patra, in 1985. In 1990, the company began producing the non-alcoholic Buckler beer, while in 1993, the bottling of Natural Mineral Water under the brand name “IOLI” began in the company’s state-of-the-art facilities in Lamia – an area that is renowned for its natural springs. Meanwhile, Athenian Brewery enriched its portfolio with major international imported brands, such us Erdinger, Murphy’s Irish Stout and Red, Duvel, Chimay, Kirin Mc Farland, Carib and Desperados. In 1999, the company commenced the production of the Alsatian beer brand Fischer, while in 2000, it launched the traditional Greek Alfa beer brand.

Service Mix

ISS Greece performs Cleaning, Landscaping and Technical Facility Management & Sorting.

Account Manager

Elias Argeropoulos Procurement Manager+30 210 53 84 [email protected]



www.gr.issworld.com

Athenian Brewery SA


59

“ Our partnership with ISS has been sustained because of the respect and reputation of parties, and also the transparency, credibility and quality of services“

Cleverson Roberto Vengrus | General Services AdministrationCafé Iguaçu | Brazil

60

Facts

Country BrazilMarket segment Food & BeverageCustomer of ISS since 2002Employees at customer 750 (in Brazil)Customer sites 2ISS employees on site 55

Description

Café Iguaçu was founded in June 1967 in the town of Cornelius, Paraná State, by groups of growers in that region, led by the Miyamoto and Höffig Ferreira de Castro families.

In 1972, Marubeni Corporation, a trading company based in Japan, developed aninterest in the company and helped to consolidate the position of Café Iguaçu in the international market.

In 2002 Café Iguaçu made its first investment in an industrial foreign country, through its subsidiary Panfoods Co. Ltd., London, England, building a unit for coffee roasting and packaging in Romania. Romania Panfoods SRL, where it markets its product under the brand name FRIEND, became a leader in this market.

Today Café Iguaçu is among the three largest exporters of coffee in Brazil, deputy leader in Brazil in the coffee sector and cappucino leader in the state of Rio Grande do Sul.

Service Mix

ISS Brazil provides Cleaning Services, Conventional and Industrial, Landscaping Maintenance, Maid Services, Support Services to manufacturing, Logistics and Building Maintenance.

Contract History

Café Iguaçu has been ISS customer since 2002. ISS Initially performed cleaning and landscaping activities. in 2005 there was a contract extension including Building Maintenance, Logistics and Support Services to production.

In 2010 there was another contract extension with the new plant Liofilizado. The gradual expansion of the contract is based on the dedicated work of ISS employees.


“Our partnership with ISS has been sustained because of the respect and reputation of parties, and also the transparency, credibility and quality of services.“

Cleverson Roberto Vengrus, General Services Administration

Account Manager

Alexandre AmorimOperational ManagerTel.: + 55 11 [email protected]

ISS Servisystem do Brasil Ltda

Rua Dom Aguirre 438, Vila Sofia 04671-903 São Paulo – SP Brazil Tel.: +55 11 21 95 87 80

www.br.issworld.com

Café Iguaçu


61

Property Services

ISS mitigates and manages risk on your behalf so that you can rest assured, knowing that your business, brand, people and facilities are in good hands. Whether you are looking for an Integrated Facility Service or a single service offering, ISS has a flexible delivery model that guarantees consistent delivery locally and globally.

ISS integrates services seamlessly to meet your needs and always offers the convenience of a single point of contact and financial certainty.

We facilitate a working environment tailored to your core business. You can depend on ISS to develop a maintenance solution that will liberate resources and enable you to focus on your business.

Through a solid focus on asset management, ISS secures your property value and contributes towards your corporate sustainability targets.

ISS’ Property offering comprises a range of services including Building Maintenance, Ground Maintenance, Environment Management and Energy Management.

Petr Rjabec, Czech Republic

62

“ I’m not just a gardener. I manage my whole

team’s growth”

Laurent Czapura,Head Gardener in St Cyr, France

63

PUBLICADMINISTRATION

64

“ Our experience purchasing real estate services from the competitive market has been very positive. The co-operation with ISS has worked well according to all our indicators. In general, putting out to tender has been beneficial“

Esko Eriksson | Director of Real EstateThe City of Jyväskylä | Finland

66

Facts

Country FinlandMarket segment Public AdministrationCustomer of ISS since 2000Employees at customer 115Customer sites 96ISS employees on site Up to 192 (approx. 1-2 per site)

Description

The city of Jyväskylä, founded in 1837, is located in the lake district of Central Finland. The population is 132,000 which makes Jyväskylä the seventh-largest city in Finland. Jyväskylä is one of Finland’s centres of growth. Special expertise can be found in the fields of paper manufacturing and paper machinery as well as energy production, environmental, information and wellness technology. Nanotechnology is one of the newest areas of expertise. Jyväskylä is also a city of education: every fourth passer-by is a school goer or a student.

Service Mix

ISS FInland delivers Property services, Cleaning Services, Catering Services, Security Services and Professional Services.

Contract History

2006 Catering Services added2004 Security and Professional Services added2000 Partnership began with Cleaning and Property

Services


“Our experience purchasing real estate services from the competitive market has been very positive. The co-operation with ISS has worked well according to all our indicators. In general, putting out to tender has been beneficial.“

Esko Eriksson, Director of Real Estate

Account Manager

Tapani VäänänenRegional DirectorTel.: +358 405 053 [email protected]

ISS Palvelut Oy

P.O. Box 100 (visiting address: Rajatorpantie 8 A - Vantaa) 01055 ISS Finland Tel.: +358 205 155

www.fi.issworld.com

City of Jyväskylä

© City of Jyväskylä


67


Facts

Country IcelandMarket segment Public AdministrationCustomer of ISS since 2011Employees at customer 1,600Customer sites 39ISS employees on site 30

Description

Hafnarfjördur is Iceland’s third-largest town, with just over 22,000 residents and is located just south of Iceland’s capital Reykjavík.

Hafnarfjördur’s name simply means ‘harbour fjord’ and refers to the excellent natural harbour.

Service Mix

ISS Iceland delivers Cleaning Services.

Contract History

ISS Iceland won the contract in January 2011.

Account Manager

Hólmfríður Einarsdóttir Branch Manager+354 5800 [email protected]

ISS Iceland ehf

Austurhraun 7, 210 Gardabaer Iceland Tel.: +354 5800 600

www.is.issworld.com

Hafnarfjörður


68

“Edith Cowan University (ECU) entered into a long-term contract with ISS Facility Services with the confidence that the partnership will lead to the development and implementation of innovative solutions in the delivery of Cleaning and Waste Management Services.

ISS has demonstrated they have the motivation, commitment and systems to actively help ECU achieve its environmental goals related to Cleaning and Waste Services.

ISS is implementing new technologies to better manage its services by delivering consistency in service delivery, achievement of service standards and management reporting.

We are confident they will continue to partner with us on our journey towards innovation and environmental sustainability”

Mike Hayes | Manager – Campus Services, Facilities and Services CentreEdith Cowan University – Western Australia | Australia

69Photo courtesy of ECU

70

Facts

Country AustraliaMarket segment Public AdministrationCustomer of ISS since 2005Employees at customer >2,000Customer sites 2ISS employees on site 26 at Joondalup and 37 at Mount Lawley campus Description

Edith Cowan University (ECU) is a multi-campus institution that offers undergraduate and postgraduate courses in Perth and Bunbury, Western Australia.

It was named after the first woman to be elected to the Australian Parliament, Edith Cowan, and is the only Australian university named after a woman.

The university has over 24,000 students across three campuses, two in Perth and one in Bunbury.

Service Mix

ISS Australia provides comprehensive Cleaning and Waste Management Services to both ECU campuses at Joondalup and Mt Lawley.

ISS is responsible for External and Internal Cleaning and also the provision of Washroom and Hygiene Services for the buildings and numerous campus facilities, ranging from the highly regarded West Australian Academy of Performing Arts to the School of Nursing and a new engineering building focused on the construction of motor racing cars.

The ISS’ Cleaning Excellence Programme has been fully implemented, resulting in robust environmental and sustainable benefits such as a reduction in water and chemical use.

ISS Australia and ECU are working towards implementing a Waste Management Strategy that will work over the term of the contract towards capturing and measuring quantifiable data to validate amounts of reduction of recyclable materials sent to landfills.

ISS Australia and ECU are currently finalising plans to re-engineer night cleaning servicers to day cleaning services, thus reducing the reliance on electricity for night lighting.

Contract History

ISS Australia has provided Cleaning Services to the university since 2005; ISS has recently been awarded a ten-year service agreement, the first of its kind in Western Australia, with a view towards streamlining Cleaning and Waste Services into a complete single service solution.

ISS Australia has become a long-term partner with ECU, rather than simply a service provider. ISS’ goal for this service agreement is to help the university meet itss environmental sustainability and Cleaning KPI’s and making the ‘community’ a safer, cleaner, socially responsible environment for everyone – students, visitors and staff. ISS cleaners are trained and engaged to understand the long-term benefits of sustainable Cleaning and Waste Management practices.

ISS Australia has significant demonstrable best practices and intends to take ECU into a service delivery standard unmatched in Australia.

Edith Cowan University – Western Australia


71


“Edith Cowan University (ECU) entered into a long-term contract with ISS Facility Services with the confidence that the partnership will lead to the development and implementation of innovative solutions in the delivery of Cleaning and Waste Management Services.

ISS has demonstrated they have the motivation, commitment and systems to actively help ECU achieve its environmental goals related to Cleaning and Waste Services.

ISS is implementing new technologies to better manage its services by delivering consistency in service delivery, achievement of service standards and management reporting.

We are confident they will continue to partner with us on our journey towards innovation and environmental sustainability.”

John Hayes, Manager – Campus Services, Facilities and Services Centre

Account Manager

Mike CartonGeneral Manager, Commercial Cleaning WATel.: +61 438 [email protected]


www.au.issworld.com

ISS performing Cleaning Services


72

Chong Kam Fai & Cheung Ka Lam, Hong Kong

73

“ I am very satisfied with the service of Debby’s [ISS] team at AISHK. They are efficient and undertake their duties in a friendly and professional manner”

David Christmas | Business AdministratorAustralian International School Hong Kong | Hong Kong

74

Facts

Country Hong KongMarket segment Public Administration (Education)Customer of ISS since 2001Employees at customer 150Customer sites 1ISS employees on site 34

Description

Australian International School Hong Kong (AISHK) was incorporated in January 1995 and was established as a co-educational, non-denominational, English International School.

The school is a multilevel facility comprised of general and specialist classrooms. The current staff and students are 150 and 1,100+ respectively.

As one of the most famous international schools in Hong Kong, AISHK is dedicated to providing a world-class standard in education, enabling each student to develop his/her academic, cultural, physical and social potential to the fullest. From Reception to Year 12, AISHK provides a strong curriculum based on that of Australia, which has been adapted to suit the international setting.

Service Mix

ISS Hong Kong provides Facilities Management, Security and Cleaning Services.

Contract History

September 2010 Extension of contract for another three years

December 2008 Commencement of Cleaning and Security contract

September 2001 Commencement of Facility Management contract


“I am very satisfied with the service of Debby’s [ISS] team at AISHK. They are efficient and undertake their duties in a friendly and professional manner.”

David Christmas, Business Administrator, Australian International School Hong Kong

Account Manager

Landy HungDirector – Facility Management ServicesTel.: +852 2291 [email protected]

ISS Facility Services Limited

18/F Warwick House West Taikoo Place, 979 King’s Road Quarry Bay, Hong Kong Tel.: +852 2826 9166

www.hk.issworld.com

Australian International School Hong Kong

ISS Hong Kong performing Facility Management


75

Facts

Country AustraliaMarket segment Public Administration Customer of ISS since 1994Employees at customer >300,000Customer sites >1,190ISS employees on site 2,500

Description

The NSW Government is the biggest employer in Australia, with more than 300,000 casual, part-time and full-time workers.

NSW is the most populous and heavily industrialised state in Australia and the state government’s Public Works Department is responsible for managing over 4,500 public assets (sites), which include schools, TAFEs, police stations and court houses.

Service Mix

The NSW Government split the State into regions for the awarding of contracts, to allow for a variety of providers and to reduce their risk.

ISS Australia provides scheduled and reactive Cleaning Services or Facility Management Services to over 1,100 sites in the South Western, North Coast and New England regions of NSW. The contract extends to all public schools (primary and secondary) TAFE colleges and a wide mix of government agency sites including police stations and court houses.

ISS employs 60 operational and administrative people to manage this contract from an EGM to HR and HSE Managers.

All services are self-delivered except Carpet Cleaning.

Contract History

This contract is one of the largest held by ISS globally. ISS has been involved in this contract since its inception in 1994 and has been the major supplier of services to the NSW Government over the three generations of the contract.

The original tender was released when the state government decided to transfer 12,000 employees from Government Cleaning Services (an internal department) into the private sector. When ISS was awarded the initial NSW Government Cleaning Services contract, the transition involved the transfer of approximately 2,500 employees from the public to the private sector.

The contract was re-tendered in February 2011 and ISS was successful in winning the new contracts for Cleaning Services in the South Western Sydney region and Facility Management Contracts for the North Coast and New England regions. The new contracts commenced in July 2011 and have a term of five years.

Account Manager

Greg ByrneExecutive General Manager – Government CleaningTel.: +61 2 6580 [email protected]


www.au.issworld.com

New South Wales Government Department of Public Works and Services


77

“ NAAFI has been working with ISS now for some five years in Germany, and due to the level of service and management support provided, NAAFI extended the current contract by awarding ISS two further option years for all CRL in our Germany business.

The service provided by the Key Account Manager and operators has been exceptional and a key factor in NAAFI’s decision to enter into negotiations for a new three-year contract without tendering”

Brian Williams | Contract ManagerNAAFI | Germany

78

Facts

Country GermanyMarket segment Public AdministrationCustomer of ISS since 2007Employees at customer 1,900Customer sites 60ISS employees on site Approx. 150

Description

The Navy, Army and Air Force Institutes (NAAFI) were founded in 1921 by the British Government. NAAFI is a not-for-profit welfare organisation that provides the British Armed Forces and their families with Catering, Retail , Leisure and Soft Facilities Management at home and abroad. It has approximately 2,000 employees and a turnover of £120 million.

Service Mix

ISS Germany delivers Cleaning Services mainly in schools, retail and leisure outlets. Recently ISS has also been supporting NAAFI’s Soft FM exercise requirements.

Contract History

2007 Münster/Bielefeld/Gütersloh/Herford/ Paderborn2011 Mönchengladbach/Elmpt/Wildenrath/Bergen-

Hohne/Fallingbostel


“NAAFI has been working with ISS now for some five years in Germany, and due to the level of service and management support provided, NAAFI extended the current contract by awarding ISS two further option years for all CRL in our Germany business.

The service provided by the Key Account Manager and operators has been exceptional and a key factor in NAAFI’s decision to enter into negotiations for a new three-year contract without tendering.”

Brian Williams, Contract Manager

Account Manager

Marek BaranowskiKey Account ManagerTel.: +49 [email protected]



www.de.issworld.com

NAAFI

ISS performing Facility Management


79

Facts

Country The NetherlandsMarket segment Public AdministrationCustomer of ISS since 2010Employees at customer 2,500Customer sites 1ISS employees on site 100

Description

The consortium DUO² (Strukton, Ballast Nedam and John Laing) services the housing of two government agencies at a new location on the outskirts of Groningen. This unique building was brought into use in March 2011. DUO² has not only designed, built and financed the building, but is also responsible for the technical and construction management and maintenance of the building for a period of 20 years. This project was carried out as a private finance initiative. The design, construction, financing, management and maintenance of the building are typically entrusted to one party (DBFMO approach).

Service Mix

ISS Netherlands Integrated Facility Services delivers a fully integrated solution, including Facility Management, Cleaning Services, Window Cleaning, Waste Disposal, Security, Reception Services, Catering Services, Office Logistics, Plantscaping and Pest Control.

Contract History

Preparation for service delivery started mid-2010. An new contract, with a 20-year term, started in March 2011.

Account Manager

Astrid AbrahamseFacility ManagerTel.: +31 6 22 66 02 86 (mobile)[email protected]

ISS Facility Services

Rijnzathe 83454 PV De MeernNetherlands

Tel.: +31 30 242 43 44

www.nl.issworld.com

DUO2


ISS Netherlands performing Security Services

80

“ Keeping things clean is part of the cure”

Richard Akaza, Special Cleaner at Dako, Denmark

81PHARMACEUTICALS

82

Facts

Country RussiaMarket segment PharmaceuticalsCustomer of ISS since 2007Employees at customer 350Customer sites 1ISS employees on site 12

Description

Takeda is a research-based global company with a primary focus on pharmaceuticals. It is the largest pharmaceutical company in Japan and one of the global leaders of the healthcare industry. It has its headquarters in Osaka, Japan. Following the acquisition of Nycomed in 2011, Takeda is ranked 12th in global ethical drugs sales, 14th in the BRIC countries and 18th in Europe.

The company employs 29,000 associates and has affiliates in more than 70 countries, with a particular strength in Asia, North America, Europe and fast-growing emerging markets including Latin America, Russia-CIS and China.

Takeda’s representative office in Russia-CIS, initially established by Nycomed in 1993, employs around 1,400 people. The company is present in 120 cities in the region. Areas of focus include cardiovascular and metabolic diseases, immunology and respiratory diseases, oncology and central nervous system diseases, among others.

Service Mix

ISS Russia delivers Internal Cleaning, Carpet Chemical Cleaning, Mat Services and a coffee lady.

Contract History

The contract was first signed in 2007 and is renewed annually.

Account Manager

Olga ShikhovaKey Account ManagerTel.: +7 495 933 44 [email protected]



www.ru.issworld.com

Takeda



83

Cleaning Services

We want to know your needs and your business, and give you the solution that gives you the most value for your money. Our employees will deliver cleaning that gives your employees or customers a perfect basis for well-being and productivity.

We offer scalable and integrated solutions that match your needs and allow you to focus on your business’ core activities. As a result, you can optimise efficiency and reduce expenses. Process optimisation is at the core of our service delivery. And we constantly review our methods and systems to provide you evidence- based solutions. Finally, you can be confident that we, as a recognised global leader in service management, we will provide you with innovative solutions. Let’s create value.

ISS is a pioneer in the Cleaning Services industry. ISS began its cleaning operations in the 1930s, and cleaning continues to be one of our key competencies today. ISS works together with our key partners to continually develop new methods, tools and materials that improve our established cleaning processes. ISS has recently established an output-based Cleaning Excellence Model that is founded on our knowledge and experience as an industry leader.

ISS’ Cleaning offering encompasses a range of services including Daily Office Cleaning, Hospital Cleaning, Industrial Cleaning, Food Hygiene, Cleaning in Transport Systems, Dust Control, Washroom Services and Specialised Cleaning (e.g., windows and communication equipment).

Edison Alomoto, United Kingdom

84

“ I make sure this business is ready for takeoff”

Markku Lonka, Aircraft servicing at Helsinki-Vantaa Airport, Finland

85

TRANSPORTATION&

INFRASTRUCTURE

86 ISS performing Property Services

Facts

Country PortugalMarket segment Transportation & InfrastructureCustomer of ISS since 2006Employees at customer 1,700Customer sites 6ISS employees on site Varies by service and site

Description

Aeroportos de Portugal’s aim is to efficiently manage the airport‘s infrastructure, linking Portugal to the world and contributing to the economic, social and cultural development of the regions in which it operates.

Service Mix

ISS Portugal performs Cleaning Services and Maintenance Services.

Account Manager

José MartinsDirectorTel.: +351 21 424 67 60

ISS Facility Services Lda

Rua Moinho da Barrunchada, 4 - 1º Dtº2790-109 CarnaxidePortugalTel.: +351 21 424 67 60

www.pt.issworld.com

ANA, Aeroportos de Portugal


87

Facts

Country Czech RepublicMarket segment Transportation & InfrastructureCustomer of ISS since 2009Employees at customer 4Customer sites 2ISS employees on site 15

Description

Grandi Stazioni (GS) is the provider of the Prague Main railway station. In cooperation with Prague municipality, GS is responsible for station reconstruction. The main building is from 19th century. After three years the station has been changed from an old and uncared-for station to a clean and safe place with shops and restaurants that help passengers spend their waiting time pleasantly.

Service Mix

ISS Czech Republic delivers Facility Management, Property Services, Cleaning Services, Pest Control, Support Services, Security Services, Public Toilets Operation, CAFM and Administration.

Contract History

The cooperation with ISS started as Cleaning single service contract in 2009. After a few months the contract was extended to include Property Services and Public Toilets Operation, all the services were input based. In 2010 ISS won retender for TFM services with output specification according to KPIs.

Account Manager

Lubor NovakContract ManagerTel.: +420 724 328 [email protected]

ISS Facility Services s.r.o.

Eastbuilding, Antala Staska 510/38 140 00 Prague 4 - Krc Czech Republic Tel.: +420 2 6139 2311

www.cz.issworld.com

Grandi Stazioni - Ceská republika s.r.o.

ISS Czech Republic delivering Property Services


88

Facts

Country PortugalMarket segment Transportation & InfrastructureCustomer of ISS since 2007Employees at customer 110Customer sites 20ISS employees on site 25

Description

Metro Transportes do Sul (MTS) is a modern, comfortable and high-quality Surface Light Metro that runs south of the Tejo River in Lisbon.

Service Mix

ISS Portugal performs Landscaping, Cleaning, Traffic Lights Post System Maintenance, Turn Out System, Preventive Inspection, First Level Maintenance to rolling stock, Pest Control Stations, Rolling Stock and HQ.

Contract History

ISS Portugal started the partnership with MTS in 2007 with Cleaning Services; now the contract has been expanded to deliver the various services listed above.

Account Manager

José Luis SilvaSales and Marketing Director+351 214 246 760



www.pt.issworld.com

MTS - Metro Transportes do Sul


ISS Portugal delivering Property Services

89

Facts

Country USAMarket segment Transportation & InfrastructureCustomer of ISS since 1995Employees at customer 20,000Customer sites 1ISS employees on site 425

Description

Since its opening on February 28, 1995, Denver International Airport has become the world’s 10th busiest airport and the 5th busiest airport in the United States, covering 4.2 million ft2. With 51.2 million passengers in 2008, the airport is one of the busiest domestic hubs in the world’s largest Transportation & Infrastructure market, the United States. It is the primary economic engine of the state of Colorado, generating more than $22 billion in annual economic impact. The revenue for the airport is $20.4 million annually.

Service Mix

ISS US performs Cleaning Services (Janitorial Services).

Contract History

ISS US has provided janitorial services to the Denver International Airport (DIA) since its opening in 1995 – seamlessly transitioning from the Denver Stapleton International Airport.

Account Manager

Steve MassaContract ManagerTel.: +1 303 342 [email protected]

ISS Facility Services Inc.

1019 Central Parkway North, Suite 100 San Antonio, Texas 78232 USA Tel.: +1 210 495 6021

www.us.issworld.com

Denver International Airport

ISS US delivering Cleaning Services


90

“ Attention to detail is the name of my game” Victor Banda, Event Services Manager at Chase Field Stadium in Phoenix, USA

91

HOTEL, LEISURE&

ENTERTAINMENT

92

Facts

Country PolandMarket segment Hotel, Leisure & EntertainmentCustomer of ISS since 2012Employees at customer 77Customer sites 1ISS employees on site 15 permanently, 50 occasionally

Description

The Polish National Stadium was built to host the European Football Championship. It was also where the opening match of EURO 2012 was played. The stadium is designed for sports and cultural events and has a seating capacity of 58,500.

Service Mix

As of February 2012, ISS Poland has been cleaning an area that equals almost 98,500 m2 – both internal and external areas. ISS Poland also provides the stadium with Porter Services and Technical Services such as assembling and disassembling of chairs.

Contract History

The three-year contract started in February 2012. The tender was run based on Polish public procurement law.

Account Manager

Łukasz SłomkaSite ManagerTel.: +48 606 256 [email protected]

ISS Facility Services Sp. z o.o.

Ul. M Flisa 2 02-247 Warsaw Poland Tel.: +48 22 577 4200

www.pl.issworld.com

Narodowe Centrum Sportu Sp. z o.o. (National Stadium)



93

Facts

Country ChileMarket segment Hotel, Leisure & EntertainmentCustomer of ISS since 2010Employees at customer 6,000Customer sites 5ISS employees on site 233

Description

Enjoy is the most important gaming company in Chile. It also owns hotels and restaurant operations.

Enjoy took its first steps, with other partners, in the Chilean gaming industry when it was awarded the concession for the Casino de Viña del Mar more than 30 years ago. Today, however, it offers much more than just gaming: it’s the leading company in comprehensive entertainment in the country.

From the beginning, Enjoy established the concept of offering entertainment to all family members. High-quality gastronomy, convention centres, children’s playgrounds, tourism, culture and gaming are all offered as an indivisible whole. For that reason, and as a guarantee of high-quality service in the different areas, Enjoy opted from the beginning to be the operator for all of them.

From north to south, Enjoy is present in the country’s major tourist cities: Viña del Mar, Pucón, Coquimbo, Puerto Varas, Antofagasta and Santa Cruz. In all of these places, Enjoy has become an important boost to the economic development of each region.

Excellence as a goal, innovation as a feature of all of its activities, and a deep concern for the people who work for the company are also factors that have allowed Enjoy to become a great company.

Service Mix

ISS Chile performs Cleaning and Maintenance Services.

Contract History

Cleaning operations started after a bidding process.February 2011, after a direct ISS proposal.

Cleaning operations at casino sites started after a bidding process in August 2010.

Maintenance operations in headquarter facilities started in February 2011, after a direct ISS proposal.

Account Manager

Marcos BeltranContract ManagerTel.: +56 97 37 71 [email protected]


Avenida Las Torres 1385 El Rosal - Huechuraba Santiago de Chile Tel.: +56 27 26 65 00

www.cl.issworld.com

Enjoy


95

“ What’s special about event management are the people, the organisers and the competent partners behind the scenes.

They are the ones who turn every event into an unforgettable experience for the guests. ISS is such a competent and always reliable partner that knows how to deal with our requirements. Our long-standing cooperation and excellent relationship with ISS contribute substantially to our successful event management”

Hilmar Guckert | CEO of DuesseldorfCongress Veranstaltungs-gesellschaft mbHDüsseldorfCongress Veranstaltungsgesellschaft mbH | Germany

96

Facts

Country GermanyMarket segment Hotel, Leisure & EntertainmentCustomer of ISS since 1995Employees at customer 95Customer sites 10ISS employees on site 30

Description

DüsseldorfCongress, a subsidiary of the City of Düsseldorf and Messe Düsseldorf GmbH, has ten locations and 100 rooms with a total capacity of over 130,000 persons – the world’s largest convention center. In addition to the CCD Congress Center Düsseldorf, Hall 6 / Hall 8a / Hall 8b, Museum Kunstpalast and Station Airport, DüsseldorfCongress also markets the locations Mitsubishi Electric HALLE, ESPRIT arena, the ISS DOME and the CASTELLO Düsseldorf.

Service Mix

ISS Germany Trade & Event Cleaning delivers Office and Window Cleaning, Event and Booth Cleaning, Hostess Services, Waste Management and Pest Control.

Contract History

2009 Cleaning Station Airport 2008 Cleaning Halle 82006 Cleaning ISS DOME2000 Cleaning Mitsubishi Electric HALLE1995 Cleaning Services CongressCenter

2011 Capacity: 130,000 persons1995 Capacity: 7,500 persons

2011 Visitors: 1,800,0001995 Visitors: 470,000


“What’s special about event management are the people, the organisers and the competent partners behind the scenes.

They are the ones who turn every event into an unforgettable experience for the guests. ISS is such a competent and always reliable partner that knows how to deal with our requirements. Our long-standing cooperation and excellent relationship with ISS contribute substantially to our successful event management.”

Hilmar Guckert, CEO of DuesseldorfCongress Veranstaltungs-gesellschaft mbH (spokesman of the management).

Account Manager

Frank MerryManaging DirectorTel.: +49 211 51607020 [email protected]



www.de.issworld.com

DüsseldorfCongress Veranstaltungsgesellschaft mbH


ISS Germany performing Cleaning Services

97

Facts

Country FinlandMarket segment Hotel, Leisure & EntertainmentCustomer of ISS since 1997Employees at customer 120Customer sites 1ISS employees on site 10

Description

Ikaalinen spa is the best-known leisure, wellness and conference centre in the Nordic region. The surrounding natural beauty provides an excellent setting for an unforgettable holiday. Guests are provided with a vast array of wellness services, opportunities for various fitness and outdoor activities, and a selection of delicious foods. The spa takes great pride in providing personalised services that allow our guests to feel fully relaxed and reinvigorated.

Service Mix

ISS Finland performs Property Services (Real Estate Maintenance and Technical Services) and Security Services.

Contract History

The partnership between ISS Finland and Ikaalinen Spa began in 1997.

Account Manager

Tarja-Leena SipiläinenRegional Director Tel.: +358 040 717 [email protected]

ISS Palvelut Oy

P.O. Box 100 (visiting address: Rajatorpantie 8 A - Vantaa) 01055 ISS Finland Tel. +358 205 155

www.fi.issworld.com

Ikaalisten Kylpylä oy, Ikaalinen Spa

© Ikkalinen Spa


98

Facts

Country United KingdomMarket segment Hotel, Leisure & EntertainmentCustomer of ISS since 2012Employees at customer >100Customer sites 7 manned sites in the south with

6 keyholding/alarm response sites; 2 manned sites in the North with 2 keyholding/alarm response sites; approx. 23 sites nationwide that require sporadic ad-hoc cover and/or alarm response/patrols.

ISS employees on site Approx. 45 security personnel

Description

English Heritage is an executive non-departmental public body of the British Government sponsored by the Department for Culture, Media and Sport. By caring for the built environment, English Heritage complements the work of Natural England, which aims to protect the natural environment.

It has a broad remit to manage the historic built environment of England and advises the relevant Secretary of State on policy and on individual cases such as registering listed buildings and scheduled ancient monuments.

Service Mix

ISS UK manages Security Services and Landscaping.

Contract History

Since commencement of this prestigious contract, the partnership between English Heritage and ISS Security has grown from strength to strength, including thandling of Stonehenge – English Heritage’s most prestigious site.

Our duties range from control room to patrolling, liaising with customers and crowd control. For English Heritage to entrust ISS Security with their assets is a credit to the services that ISS provides.

Account Manager

Mark BrandonTel.: +44 0 771 495 [email protected]

ISS UK Limited

ISS House Genesis Business Park Albert Drive Woking Surrey GU21 5RW United Kingdom Tel +44 845 057 6500

www.uk.issworld.com

English Heritage

© English Heritage


99

Security Services

As a recognised global leader in service management with more than 100 years’ experience in developing security concepts, ISS offers you a better class of security service. You can depend on us to assess your security needs and give you the smartest solution to meet them – a solution that is easily updated to reflect changing demands. Reassuringly, you can be certain this will be based on proven security technologies and concepts, as well as our extensive experience in other service areas.

Plus, you can be confident that our employees will be well trained and protect your business with exceptionally efficient and attentive service. But the opportunity doesn’t stop there: by seamlessly integrating security into your ISS Facility Management Solution, you can do even more to optimize the efficiency and cost effectiveness of your business.

ISS started as a security company in 1901. This long experience means we can guarantee that your property, assets and people are well protected at all times. ISS Security Services enhance your company’s overall brand and reputation. Therefore, great effort is placed on recruiting and training security personnel who provide a courteous, friendly and safe environment.

ISS’ Security offerings include primarily Manned Guarding, Access Control and Patrolling.

James Paske, United Kingdom

100

“ Care and an eye for details – that’s how

I make the customer shine”

Kingsley Chima Ejimadu, Special Cleaner at Westside Bern, Switzerland

101

RETAIL&

WHOLESALE

103

“ ISS is synonymous with responsible and professional service, with every gesture showing its taste for detail”

Antonio Chicón | CSR and External Communication ManagerAlcampo S�A� | Spain

104

Facts

Country SpainMarket segment Retail & WholesaleCustomer of ISS since 2001Employees at customer 13,758Customer sites 55ISS employees on site 300

Description

Alcampo is part of Groupe Auchan SA.

The Auchan group, one of the largest food retailers in the world, operates in 12 countries. In 1980 Auchan Group began opening hypermarkets in Spain with Alcampo.

Service Mix

ISS Spain delivers Cleaning Services and a wide range of Property Services (Business Maintenance, Hygiene Services, Pest Control, Landscaping and Washroom).

Contract History

In 2001, ISS Spain started providing Cleaning Services at a few regional sites. In 2008, ISS Spain became the national Cleaning Service supplier for Alcampo.

In 2011 the contract was extended to include Property Services. The strategy has focused on finding solutions to increase efficiency and obtain synergies in all services.


“ISS is synonymous with responsible and professional service, with every gesture showing its taste for detail.”

Antonio Chicón, CSR and External Communication Manager

Account Manager

Diego Martínez-GranjoManager, Corporate ClientsTel.: +34 670 609 687 [email protected]

ISS Facility Services, S.A.

C/ Jesús Serra Santamans, 708174 Sant Cugat del Vallés Barcelona SpainTel.: +34 935 903 060

C/ Maria Tubau, 3 28050 Madrid SpainTel: +34 917 360 750

www.es.issworld.com

© Alcampo

Alcampo, S.A.


105

Facts

Country PortugalMarket segment Retail & WholesaleCustomer of ISS since 1998Employees at customer 110Customer sites 84ISS employees on site 81

Description

Multi Mall Management is responsible for shopping mall management promoted by Multi Development.

Multi Mall Management has established and refined mall management in Multi shopping centres across Europe to maintain the continuity of each Multi concept while increasing their quality and investment value.

Multi Mall Management Portugal is responsible for 13 shopping centres, 1 retail park and 1 office park in Portugal. Multi Management is active in nine countries, currently managing 38 shopping centres for ten different owners, with more than 4,000 tenants over 1.3 million m2. GLA. They host 260 million visitors a year, with estimated sales of e4 billion.

Service Mix

ISS Portugal performs Cleaning Maintenance, Property Services(Landscaping, Building Maintenance and Pest Control) and Support Services (Help Desk/Reception Services, Secretarial/ Administrative Services and Audits).

Contract History

ISS Portugal started the partnership with Multi Mall Management in 1998 and has continuously added services and sites to the contract:

Espaco Guimaraes November 2009Arquiparque II September 2008Forum Sintra January 2008Forum Castelo Branco October 2007-August 2010Forum Coimbra April 2006Forum Viseu September 2005Forum Madeira April 2005W Shopping October 2003-April 2011Forum Montijo April 2003Parque Mondego July 2002Almada Forum September 2002Forum Algarve March 2001Armazens do Chiado October 1999Forum Aveiro September 1998

Account Manager

Rui Carlo da CunhaBussiness Unit ManagerTel.: +351 912 236 366rui.cunha®pt.issworld.com



www.pt.issworld.com

Multi Mall Management


106

“ At BILKA we have outsourced catering, cleaning and waste management to ISS. Outsourcing non-core services allows us to increase our focus on our customers.

ISS integrates facility services in our retail stores at a high,

consistent level, supporting our brand and our customers’ in-store experiences.

By doing so, ISS supports our business and strategy on a

daily basis, at an attractive price”

Anders Hermansen | Head of PlanningBilka | Denmark

107

Pernille Rasmussen, Denmark

108

Facts

Country DenmarkMarket segment Retail & WholesaleCustomer of ISS since 1983Employees at customer 9,000Customer sites 18ISS employees on site 125

Description

BILKA is a Danish retail chain that consists of 18 large warehouses. The first store opened in 1970.

The founder of BILKA was inspired by journeys to West Germany when he named the warehouses. BILKA stands for Billiges Kaufhaus.

Service Mix

ISS Denmark delivers Catering Services, Cleaning Services and Waste Management.

Contract History

BILKA has been an ISS customer since 1983. Initially we served 3-4 warehouses. In 2009 BILKA decided to outsource services in five new warehouses. Services in the remaining warehouses were outsourced in 2010, which increased the covered area to 245,000 m2. The gradual expansion of the contract is based on dedicated work by ISS employees.


“At BILKA we have outsourced catering, cleaning and waste management to ISS. Outsourcing non-core services allows us to increase our focus on our customers. ISS integrates facility services in our retail stores at a high, consistent level, supporting our brand and our customers’ in-store experiences. By doing so, ISS supports our business and strategy on a daily basis, at an attractive price.”

Anders Hermansen, Head of Planning.

Account Manager

John Bisgaard Key Account ManagerTel.: +45 [email protected]



www.dk.issworld.com

Bilka – Dansk Supermarked A/S



109

Facts

Country ChinaMarket segment Retail & WholesaleCustomer of ISS since 2012Employees at customer 2,000Customer sites 1ISS employees on site 145

Description

Beijing Solana Lifestyle Shopping Park is well situated within the Third Embassy District of Lufthansa commercial zone and is surrounded by numerous office towers, hotels, commercial establishments and upmarket residential buildings. Located at the north-west corner of Chao Yang Park, the second-largest park in Asia, Solana possesses a marvelous natural scenery surrounded by a lake, a stream and falls within beautiful grassland and greeneries. The 130,000 m2 project comprises 19 blocks of European continental style 2-3 storey buildings. Its unique architectural design differentiates Solana from traditional shopping complexes.

Since its inception at the end of 2008, Solana has established a good platform for various outlets including apparel, shoes and bags, jewelry & Accessories, 40,000s.m. full range of Food & Beverage Outlets, Supermarket, Food Court, Cinema & Ice Skating Rink, Household Effects, Children’s Items & Early Education, and it has also invited a good collection of renowned popular retail brands. The multifunctional composition of shops forms a gigantic attraction to consumers and brings visitors from all walks of life. In addition, the unique features of this one-stop shopping has been reshaping the shopping experiences for consumers in China.

Service Mix

ISS China performs Cleaning Services.

Contract History

Two-year contract, from March 2012; up for renegotiation in February 2014.

Account Manager

Regional ManagerEric SunTel.: +86 [email protected]

ISS China

17th Floor Kai Di Finance Building 1088 Xiang Ying Road Yang Pu District Shanghai China Tel.: +8621 6031 8999

www.cn.issworld.com

Solana Beijing


© Solana Beijing

110

Inga Jakstaite-Druliene, Denmark

111

“ It is crucial for the service user that the agreed services are well done. Overall, a solution in which one supplier is responsible for the whole service production is always an easier solution than operating with many subcontractors. We are pleased with ISS’ skilled professionals and the way it performs its services“

Kyösti Karhunen | CEOCarlson Ltd | Finland

112

Facts

Country FinlandMarket segment Retail & WholesaleCustomer of ISS since 2010Employees at customer > 400Customer sites 9ISS employees on site 12

Description

Established in 1859, Carlson Ltd is the largest department store chain in Eastern Finland. Carlson department stores are located in Kuopio, Mikkeli and Joensuu. The chain also has hardware stores in Varkaus and Savonlinna.

Service Mix

ISS Finland manages Maintenance, Technical Services, Energy Management Services, Cleaning Services and Security Services.

Contract History

The partnership between Carlson Ltd and ISS Finland started in 2010 with a full-service Facility Management contract at two stores in Joensuu city. Today, the same service concept has been expanded to cover other department and hardware stores in Eastern Finland.


“It is crucial for the service user that the agreed services are well done. Overall, a solution in which one supplier is responsible for the whole service production is always an easier solution than operating with many subcontractors. We are pleased with ISS’ skilled professionals and the way it performs its services.“

Kyösti Karhunen, CEO

Account Manager

Markku RaatikainenRegional DirectorTel.: +358 443 555 [email protected]

ISS Palvelut Oy

P.O. Box 100 (visiting address: Rajatorpantie 8 A - Vantaa) 01055 ISS Finland Tel.: +358 205 155

www.fi.issworld.com

Carlson Ltd


113

Facts

Country IndonesiaMarket segment Retail & WholesaleCustomer of ISS since 1997Employees at customer 545Customer sites 11 sites (Pondok Indah Mall 1 & 2,

Apartment Golf Pondok Indah 1,2,3, 4 Office Buildings/Mall Puri Indah, Exhibition Hall & Field)

ISS employees on site 981 (at Pondok Indah Mall)

Description

Metropolitan Kencana is the publicly listed company that focuses on running the office building, malls apartment and exhibition site. Pondok Indah Mall is one of the best family malls in Jakarta, and boasts 100 per cent occupancy.

Service Mix

ISS Indonesia performs Cleaning, Integrated Pest Management, Support Services and Access Control.

Contract History

2005 Pondok Indah Mall 1997 Pondok Indah Mall 1

Account Manager

R. Arthur Saiya Operation and Care ManagerTel.: +6208 159 [email protected]

P.T. ISS Indonesia

Graha ISS Jl. Jend. Sudirman Blok J No. 3 Bintaro Jaya 15229 Indonesia Tel.: +6221 748 64490

www.id.issworld.com

Metropolitan Kentjana Tbk – Pondok Indah Mall


ISS Indonesia delivering Security Services at Pondok Indah Mall

114

Facts

Country SpainMarket segment Retail & WholesaleCustomer of ISS since 2012Employees at customer 10,941Customer sites 96ISS employees on site 40

Description

Decathlon is a major French sporting goods chain store, with stores located throughout the world. It started with a shop near Lille, France in 1976. It expanded to Germany in 1986, Spain in 1992 and the United Kingdom in 1999.

Service Mix

ISS Spain delivers Cleaning & Landscaping Services.

Contract History

In June 2012, ISS Spain started providing Cleaning & Landscaping at few regional sites. Within few months, the contract was extended to include more regional sites.

Account Manager

Diego Martínez-GranjoManager, Corporate ClientsTel.: +34 60 092 [email protected]




www.es.issworld.com

Decathlon España, s.a



115


Facts

Country ChinaMarket segment Retail & WholesaleCustomer of ISS since 2010Employees at customer 2,500Customer sites 2ISS employees on site 137

Description

Sanlitun Village is located in the heart of the Beijing Embassy Area. Over the last few decade years, pub saloon, catering and artists from different countries have gathered Sanlitun Village, which is divided into two parts separated by an open shopping area that is different from traditional malls. Today, Sanlitun Village is one of the symbols of Beijing as an international metropolitan city.

Service Mix

ISS China delivers Cleaning Services.

Contract History

Two-year contract; the most recent began in 2012.

Account Manager

Eric SunBeijing Regional ManagerTel.:+8615 1010 [email protected]

ISS China

17th Floor Kai Di Finance Building 1088 Xiang Ying Road Yang Pu District Shanghai China Tel.: +8621 6031 8999

www.cn.issworld.com

Sanlitun Village

@Sanlitun Village

116

Facts

Country BrazilMarket segment Retail & WholesaleCustomer of ISS since 2011Employees at customer 800Customer sites 16ISS employees on site 51

Description

This customer represents one of the 16 Multiplan Negócios Imobiliários shopping malls in Brazil. In this contract, ISS is responsible for the maintenance and technical operation of the shopping mall systems.

The Multiplan Group and Park Shopping São Caetano are two special clients for ISS in Brazil.

Service Mix

ISS Brazil provides Electrical Maintenance and Systems Operations, Mechanical Maintenance and Systems Operations, Building Maintenance, Hydraulic Maintenance and Fire Fighting.

Contract History

ISS Brazil won this contract in 2011. Since then, the relationship has been respectful: a real success. Any problems are solved within the established partnership.

Account Manager

Robson Fernando SudanRegional ManagerTel.: +55 011 78 22 36 [email protected]


Rua Dom Aguirre 438, Vila Sofia 04671-903 São Paulo – SP Brazil Tel.: +55 11 21 95 87 80

www.br.issworld.com

Consórcio Park Shopping São Caetano



117

Catering Services

You can be confident that, as a recognised global leader in Facility Management, our skilled employees will be well trained and deliver excellent service with a focus on efficiency and hospitality. You can rely on ISS to deliver the highest food safety standards, ensuring a safe process all the way from farm to plate. Reassuringly, we learn from the market trends and our extensive experience in other service areas to provide you with an innovative catering solution.

Plus you can depend on us to assess your catering needs and provide you with a flexible solution keep your employees happy and satisfied.

But the opportunity doesn’t stop there: by seamlessly integrating catering into your ISS Facility Management Solution, you can do even more to optimise the efficiency and cost effectiveness of your business.

To ISS, catering is not just a question of feeding people; it is about creating the right environment. We do this by providing a balanced, healthy and tasty diet, served in a comfortable and inviting atmosphere.

ISS’ Catering offerings include in-house restaurants, Catering Services (e.g., for meetings and events, Executive Dining and Coffee Solutions).

Denis Richard De Zotti , Denmark

118

“ I am passionate about cooking and you benefit from this” Dieter Jörg, Head Chef for Barmer GEK in Schwäbisch Gmünd, Germany

119

BUSINESS SERVICES&IT

120

Facts

Country Hong KongMarket segment Business Services & ITCustomer of ISS since 2005Employees at customer n.a.Customer sites 1ISS employees on site >50

Description

Bayshore Development Group Limited is the owner of AIA Central, a 90 per cent subsidiary of AIA Group Limited and 10 per cent owned by Lai Sun Development Company Limited. AIA Central is a landmark Grade A Commercial Building situated in central of Hong Kong, the core business centre has a total gross area of 450,000 ft2.

AIA Central is an elegant, “pure” office building unencumbered by shops or retail malls, and its design is tailored to discerning commercial tenants seeking prestigious premises in the heart of Hong Kong.

Service Mix ISS Hong Kong provides Facilities Management Services to meet the property owner’s objectives for energy saving, health & safety management, customer services, leasing administration & sustainability. ISS collaborates with the owner in setting FM objectives within an agreed budget.

The programme includes:1. Design and implementation of a comprehensive and

preventive strategy for maintenance and sustainability.2. Making continuous efforts to develop social sustainability

in an urban context with advanced green designs and

an emphasis on environmental consciousness in daily operations and maintenance.

Contract History

2012 Received the Silver Certification for Existing Buildings: Operations & Maintenance in the Leadership in Energy & Environmental Design, for its continuous emphasis and active promotion of environmentally friendly initiatives.

It is the first time that an office building in Hong Kong

has received such an award, setting an unprecedented benchmark in world-class quality management of environmentally sustainable initiatives and practices.

2008 Awarded “Excellent Class Indoor Air Quality Certificates” by the Environmental Protection Department of HKSAR (from 2008 onward)

2005 Commencement of Facility Management contract

Account Manager

Landy HungDirector – Facility Management ServicesTel.: +852 2291 [email protected]

ISS Facility Services Limited 18/F Warwick House West Taikoo Place, 979 King’s Road Quarry Bay, Hong Kong Tel.: +852 2826 9166

www.hk.issworld.com

Bayshore Development Group Limited

© Bayshore Development Group Limited


121

Moscow School of Management SKOLKOVO

Facts

Country RussiaMarket segment Business Services & ITCustomer of ISS since 2010Employees at customer 300Customer sites 1ISS employees on site 103

Description

The Moscow School of Management SKOLKOVO is an innovative international institution of the future. It is focused on developing the unique leadership and communication skills required for the new type of manager who will be in demand in the 21st century – the age of human resources. In providing practical knowledge, SKOLKOVO trains business leaders who will apply their professional skills in dynamically developing markets; leaders who will set up and run their own businesses and lead the development of the Russian economy.

Service Mix

ISS Russia delivers Pest Control and Internal and External Cleaning Services for the campus buildings and the premises – including Window Cleaning, Mat Services, Carpets and Hard Floor Special Cleaning and a coffee lady.

Total area of the campus buildings – 80,000 m2 Total area of the premises – 26 hectares

Contract History

The contract was signed in 2010 for three years when construction was completed.

Account Manager

Ekaterina SolovyevaKey Account ManagerTel.: +7 495 933 44 [email protected]



www.ru.issworld.com


@ SKOLKOVO

123

“ From the outset, we were very clear about what we wanted to achieve with this move, and one element was to enhance the way we welcome and look after visitors to our offices. ISS demonstrated a strong track record, a deep understanding of our aims and a clear plan to work with our FM team. Even though a lot of the planning was completed under tight timescales, the results speak for themselves in that we achieved the service quality we sought from the moment our new offices opened”

Joyce Hardie | Head of Facilities Ignis Asset Management | United Kingdom

124

Facts

Country United KingdomMarket segment Business Services & ITCustomer of ISS since 2011Employees at customer 480Customer sites 2ISS employees on site 19

Description

Tracing its history back to 1899 and now part of the Phoenix Group, Ignis provides the stability of a well-capitalised investment business with some £73.6bn in assets under management and distributes a range of global investment services.

Ignis believes that entrepreneurial teams operating in stand-alone business units are best placed to meet, or exceed, clients’ performance needs. These Ignis business units, each focused on a particular investment capability, are able to devise their own process while sharing a common pool of resources.

Service Mix

ISS UK delivers Front of House and Facility Services, comprising: Mailroom, Facilities Management, Switchboard, Meeting Room Management and Reception Services.

Contract History

The contract started with the creation of a fresh, dynamic hotel-ethos Front of House Service at Ignis’ award-winning new London offices. The contract has grown to include Facility Services and Front of House services in both London and Glasgow.


“From the outset, we were very clear about what we wanted to achieve with this move, and one element was to enhance the way we welcome and look after visitors to our offices. ISS demonstrated a strong track record, a deep understanding of our aims and a clear plan to work with our FM team. Even though a lot of the planning was completed under tight timescales, the results speak for themselves in that we achieved the service quality we sought from the moment our new offices opened.”

Joyce Hardie, Ignis Asset Management’s Head of Facilities

Account Manager

Helen HeadClient Services DirectorTel.: +44 0 844 936 [email protected]

ISS UK Limited

ISS House Genesis Business Park Albert Drive Woking Surrey GU21 5RW United Kingdom Tel.: +44 845 057 6500

www.uk.issworld.com

Ignis Asset Management



125

Facts

Country SpainMarket segment Business Services & ITCustomer of ISS since 2006Employees at customer 12,000Customer sites Headquarters and 65 office centresISS employees on site 636

Description

Indra is a global company of technology, innovation and talent and a leader in solutions and services of high added value for various industries.

Indra operates in 118 countries and has more than 40,000 employees worldwide focused on developing innovative solutions. Indra is the second European company in its sector by investment in I+D.

Service Mix

ISS Spain provides Cleaning Services, Pest Control and Landscaping Services.

Contract History

In 2006, ISS Spain started providing Cleaning Services at company headquarters and a few regional sites. In 2007, ISS Spain became the national Cleaning Service and Pest Control supplier for Indra. In addition, the contract was extended to include Landscaping Services.

The strategy has focused on finding solutions for increasing efficiency and obtaining synergies in all services.

Account Manager

Cesar CumbreñoKAMTel.: +34 60 092 [email protected]




www.es.issworld.com

Indra Sistemas, s.a.



126 © Canon

127

“ Canon’s goal and rationale in outsourcing a wide variety of FM services was to concentrate on its core business by not being distracted by FM tasks, improve quality and reduce costs if possible.

When Canon issued the RFQ prior to moving into its new HQ building in Vienna Oberlaa, it soon became clear that ISS was the most complete provider of a wide portfolio of integrated Facility Services without the need to work with third parties.

Canon chose ISS as a partner and since then has worked closely

together with ISS in a constant process of improvement and increasing efficiency. During this time, more services than originally planned have been included in the services delivered by ISS.

Two international players, both leaders in their industry, met for a great partnership”

Mr� Baldauf | CEO Canon | Austria

128

Facts

Country AustriaMarket segment Business Services & ITCustomer of ISS since 2008Employees at customer 270Customer sites 3ISS employees on site 12

Description

For 70 years Canon has delivered leading edge imaging technologies to customers across the world.

Established in 1937, Canon has grown into a global company operating in a diverse range of markets, including Business Solutions, Consumer Imaging, Broadcast & Communications, Medical Systems and Industrial Products. An endless flow of ideas and innovation has kept Canon at the forefront of its industry. In choosing Canon’s products, businesses and consumers opt for reliable, stylish and advanced technologies.

The headquarters of Canon Austria, a leading supplier of imaging and document managing solutions for consumers and corporate customers, is located in Vienna.

Service Mix

ISS Austria delivers IFS Management, Property Services (Technical Maintenance), Support Services and Cleaning Services.

Contract History

ISS Austria’s service delivery started with Cleaning Services. For the new headquarters Canon Austria decided to combine various secondary processes, particularly with regard to cost optimisation and increasing efficiency. Since 2008 ISS Austria has delivered an IFS Solution with a large element of self-delivery.


“Canon’s goal and rationale in outsourcing a wide variety of FM services was to concentrate on its core business by not being distracted by FM tasks, improve quality and reduce costs if possible.

When Canon issued the RFQ prior to moving into its new HQ building in Vienna Oberlaa, it soon became clear that ISS was the most complete provider of a wide portfolio of integrated Facility Services without the need to work with third parties. Canon chose ISS as a partner and since then has worked closely together with ISS in a constant process of improvement and increasing efficiency. During this time, more services than originally planned have been included in the services delivered by ISS.

Two international players, both leaders in their industry, met for a great partnership”

Mr. Baldauf, CEO, Canon Austria

Canon Austria GmbH


129

Account Manager

Klaus FischbachIFS ManagerTel.: +43 664 80574 [email protected]


Brünner Strasse 85 1210 Vienna Austria Tel.: +43 057 400 1000

www.at.issworld.com


ISS performing Support Services

130

Facts

Country EstoniaMarket segment Business Services & ITCustomer of ISS since 2009Employees at customer 1,400Customer sites 10ISS employees on site 40

Description

Elion is a fixed network operator that has also developed services in the growth areas of broadband, Internet and data communication. TeliaSonera, as the leading supplier of telecom services in the Baltics, first invested in Estonia 1991 when they became majority shareholders in both Elion and the mobile operator EMT.

Service Mix

ISS Estonia performs Cleaning and Property Services.

Contract History

ISS Estonia had been providing services for Elion Ettevõtted since 2009.

Account Manager

Kersti Odras Service ManagerTel.: +372 [email protected]

ISS Haldus Oü

Vilde tee 129 12613 Tallinn Estonia Tel.: +372 613 9107

www.ee.issworld.com

Elion Ettevõtted AS



131

Facts

Country The NetherlandsMarket segment Business Services & ITCustomer of ISS since 2004Employees at customer 4,500Customer sites 5ISS employees on site 200

Description

Delta Lloyd Groep is a Dutch insurance company and financial services provider.

Service Mix

ISS Netherlands Integrated Facility Services delivers a fully integrated solution, including Facility Management, Catering Services (including Fine Dining), Cleaning Services, Security Services, Reception Services, Support and Property Services (Pest Control) to Delta Lloyd.

Contract History

Signed first contract in 2004. Contract renewed in 2011.

Account Manager

Kiki van MaurikSenior Facility Manager+31 6 [email protected]

ISS Facility Services

Rijnzathe 8 3454 PV De Meern Netherlands Tel.: +31 30 242 43 44

www.nl.issworld.com

Delta Lloyd Groep

© Delta Lloyd Groep


133

“ Reliable: Cost reduction commitment, opportunities to move to single supplier for multiple services”

Guy De Poortere, Vice President Supply Chain ManagementBelgacom | Belgium

“ Quality follow-up – good mix of commercial and operational management”

Yves Bertholomé | Facilities BTO Regional ManagerBelgacom | Belgium

“ New and accurate management for daily operational follow-up; flexible and service minded”

Herman Verbeken | Director Group FacilitiesBelgacom | Belgium

134

Facts

Country BelgiumMarket segment Business Services & ItCustomer of ISS since 2010Employees at customer >16,000Customer sites >400ISS employees on site >150

Description

Belgacom Group delivers fixed and mobile telecom, ICT and media services in Belgium and Luxemburg. Belgacom was founded as a public company under the name RTT in 1930 and was semi-privatised in 1996 to prepare for the advent of full market liberalisation in 1998. Since then, the group has successfully grown and diversified its offering into high-speed internet services, digital content? and TV entertainment.

Service Mix

ISS Belgium performs Catering and Cleaning services in Belgacom headquarters buildings and many Belgacom sites across Belgium. ISS Belgium also performs Landscaping Services at over 400 customer sites, from very small unmanned sites to headquarters.

Contract History

Some of the companies acquired by ISS had contracts with Belgacom in the past, mostly in Cleaning Services.

In 2010 an important contract was awarded to ISS to deliver Catering Services at 14 regional Belgacom sites. The relationship has evolved since then to include Cleaning Services at the Belgacom headquarters and Grounds Maintenance Services in over half of all Belgacom sites across the country.


“Reliable: Cost reduction commitment, opportunities to move to single supplier for multiple services.”

Guy De Poortere, Vice President Supply Chain Management

“New and accurate management for daily operational follow-up; flexible and service minded.”

Herman Verbeken, Director Group Facilities

“Quality follow-up good mix of commercial and operational management.”

Yves Bertholomé, Facilities BTO Regional Manager

Account Manager

Tim De WitCorporate Account ManagerTel.: +32 494 57 87 [email protected]

ISS N.V.

Steenstraat 20/1 1800 Vilvoorde / Koningslo Belgium Tel.: +32 2 263 66 11

www.be.issworld.com

Belgacom S.A.



135

Facts

Country Germany Market segment Business Services & ITCustomer of ISS since 2011Employees at customer 900Customer sites 1ISS employees on site 9

Description

Barmer and GEK (Gmünder Ersatzkasse) have rendered assistance to their clients for more than 125 years. Through the merger of Barmer and GEK, the company has 8.5 million insured persons and is now the largest health insurance company in Germany.

Service Mix

ISS Germany runs the “Barmer GEKasino“ restaurant which also provides Catering Services including breakfast, snacks, bakery treats, conference and event services, a speciality coffee bar and vending machines.

Account Manager

Peter AllanDirector Operations, Southern GermanyTel.: +49 711 [email protected]



www.de.issworld.com

Barmer GEK

ISS Germany performing Catering Services at Barmer GEK site


137

“ We seek excellent service from all our suppliers. And that’s what we get from ISS – every day“

Christian Hadorn | Managing Director – Corporate Real Estate & Administrative Services CREAS South/West

UBS AG | Switzerland

138

Facts

Country Switzerland Market segment Business Services & ITCustomer of ISS since 2006Employees at customer 24,000 in SwitzerlandCustomer sites 400ISS employees on site 1,200

Description

UBS is a global firm providing financial services to private, corporate and institutional clients. UBS is present in all major financial centres and has offices in over 50 countries. UBS employs approximately 65,000 people around the world.

Service Mix

ISS Switzerland delivers Integrated Facility Services (Strategic Management, Commercial Facility Management), Support Services, Property Services (Technical Facility Management, Construction and Project Management, Relocation Management, Postal Services, Energy and Environmental Management) and Cleaning Services.

Contract History

At the beginning of 2006, UBS spun off a large part of its logistics services into the newly established Edelweiss FM Corp, with which it signed a five-year contract. In July of that year, ISS Switzerland took over Edelweiss. In September 2009 UBS and ISS Switzerland signed a six-year contract.


“We seek excellent service from all our suppliers. And that’s what we get from ISS – every day.“

Christian Hadorn, Managing Director – Corporate Real Estate & Administrative Services CREAS South/West

Account Manager

André NauerCEOTel.: +41 58 787 70 00Email: [email protected]

ISS Schweiz AG


www.ch.issworld.com

UBS AG

ISS Switzerland performing Support Services


139

Facts

Country Czech RepublicMarket segment Business Services & ITCustomer of ISS since 2006Employees at customer 8,774 (as of 2011)Customer sites 397ISS employees on site 170

Description

Komercni banka is one of the top banks in the Czech Republic and Central Europe. Komercni banka was founded in 1990 and in 2001 it was acquired by Societe Generale (60 per cent of shares).

Service Mix

ISS Czech Republic delivers Technical Building Maintenance, Repairs, and Revisions and Cleaning Services.

Contract History

ISS Czech Republic has been delivering Technical Services since 2006 and Cleaning Services since 2012 for 120 sites.

Account Manager

Jiri ZelenyRegional Operations DirectorTel.: +420 602 543 [email protected]

ISS Facility Services s.r.o.

Eastbuilding, Antala Staska 510/38 140 00 Prague 4 - Krc Czech Republic Tel.: +420 2 6139 2311

www.cz.issworld.com

Komercni banka (Societe Generale)

ISS Czech Republic performing Property Services


141

“ Thanks to ISS, we can focus on our core business”

Wolfgang StiebellehnerHead of Engineering, Move & Providermanagement

Credit Suisse AG | Switzerland

142

Facts

Country SwitzerlandMarket segment Business Services & ITCustomer of ISS since 2007Employees at customer 21,200 in Switzerland (2011)Customer sites >200ISS employees on site 580 (3 in mandate management,

12 Facility Service Managers, 50 caretakers, 15 building engineers and 500 cleaning professionals)

Description

Credit Suisse AG is one of the world’s leading financial services providers and is part of the Credit Suisse group of companies (referred to here as ‘Credit Suisse’). As an integrated bank, Credit Suisse offers clients its combined expertise in the areas of private banking, investment banking and asset management. Credit Suisse provides advisory services, comprehensive solutions and innovative products to companies, institutional clients and high-net-worth private clients globally, as well as to retail clients in Switzerland. Credit Suisse is headquartered in Zurich and operates in over 50 countries worldwide. The group employs approximately 48,200 people.

The registered shares (CSGN) of Credit Suisse’s parent company, Credit Suisse Group AG, are listed in Switzerland and, in the form of American Depositary Shares (CS), in New York. Further information about Credit Suisse can be found at www.credit-suisse.com.

Service Mix

ISS Switzerland provides Cleaning Services (e.g., Regular Cleaning, Washroom Services, Special Cleaning, etc.), Support Services (Interior Landscaping, Mail Services, etc.), Property Services

(Operation & Maintenance of Building Services, Caretaking Services, Grounds Maintenance, etc.) and Facility Management (Energy Management, Mandate Management, Quality Control, etc.).

Contract History

Mar 2012 Contract extended to April 2014Sep 2009 Contract extended to April 2012Nov 2007 Contract signed


“Thanks to ISS, we can focus on our core business.”

Wolfgang Stiebellehner Head of Engineering, Move & Providermanagement

Account Manager

André NauerCEOTel.: +41 58 787 70 00Email: [email protected]

ISS Schweiz AG


www.ch.issworld.com

Credit Suisse AG


ISS Switzerland performing Property Services

143

Facts

Country ChileMarket segment Business Services & ITCustomer of ISS since 2009Employees at customer 5,000Customer sites 132ISS employees on site 290

Description

ENTEL is a consolidated provider of integrated tele communications services segmented for large companies, through measures developed specifically for each of them, and for medium, small and micro enterprises through packaged solutions that give high value-added services.

Service Mix

ISS Chile performs Cleaning Services.

Contract History

Cleaning operations started in March 2009 at ENTEL SA. In May 2010 ISS Chile began to provide Cleaning Services at ENTEL PCS.

Account Managers

Sandra Flores / Carlos MuñozContract Manager / Central Zone ManagerTel.: +56 96 20 77 028 / +56 99 89 56 [email protected] / [email protected]



www.cl.issworld.com

ENTEL S.A.


ISS performing Support Services

145

“ Entering into a strategic partnership with ISS makes good sense to TDC, because it allows us to focus on what matters most to our customers. ISS has managed to integrate multiple services into one solution, catering to all our needs, across several locations. Moreover, with ISS we are able to scale the level of services to our daily needs.

ISS has helped us maximise efficiency and reduce costs in our non-core activities”

Allan Holst Jensen | Senior Director of Facility ManagementTDC | Denmark

146

Facts

Country DenmarkMarket segment Business Services & ITCustomer of ISS since 2006Employees at customer Approx. 10,000Customer sites 4,309ISS employees on site 130

Description

TDC A/S is the largest distributor of telecom and cable TV for business and private markets in Denmark. In the other Nordic countries, TDC is the main competitor in telecom business markets. The company is the outcome of mergers of many smaller telecom companies reaching back to 1882. Today TDC has 8.5 million customers.

Service Mix

ISS Denmark manages a full IFS solution in which one responsible service organisation delivers a catering set-up to more than 5,700 daily users, cleans approximately 140,000 m2 per week and Landscaping and Gardening of more than 3.45 million m2 of exterior areas per year. The on-site service teams at headquarters and other large locations also manage Reception, Mail Handling and other Office Support Services.

Contract History

The first contract with TDC started in March 2006.

The contract has been further developed during the contract period to coincide with the business transformation at TDC.

The cooperation with TDC was extended in January 2011 with a contract reflecting a “To the Next Level” approach to accommodate customer needs for an outsourcing 2.0 value proposition.


“Entering into a strategic partnership with ISS makes good sense to TDC, because it allows us to focus on what matters most to our customers. ISS has managed to integrate multiple services into one solution, catering to all our needs, across several locations. Moreover, with ISS we are able to scale the level of services to our daily needs.

ISS has helped us maximise efficiency and reduce costs in our non-core activities.”

Allan Holst Jensen, Senior Director of Facility Management

Account Manager

Henrik la CourEngagement Manager ExecutiveTel.: +45 23 72 34 [email protected]



www.dk.issworld.com

TDC A/S


147


Facts

Country ChileMarket segment Business Services & ITCustomer of ISS since 2011Employees at customer 3,500Customer sites 130ISS employees on site 250

Description

VTR is one of the major companies in Chile that provides cable TV, telephony and Internet services.

Service Mix

ISS Chile manages full scope-building maintenance: Corporate Building and Sales Offices, Support Services, Handyman and Warehouse, Mailing, Cleaning Services, Pest Control and Landscaping Services.

Contract History

After bidding processes, Cleaning operations started in January 2011 and FM and Maintenance operations started in February 2011.

Account Managers

Gustavo Reyes / Susana AzarContract Manager / Property Services ManagerTel.: +56 96 6871338 / +56 27 [email protected] / [email protected]



www.cl.issworld.com

VTR

148 © Regus

149

” Regus has been cooperating with ISS in Moscow and St Petersburg for almost ten years, and ISS has always been a valuable partner for us. ISS Cleaning Services have always met the highest standards. ISS management has always been very attentive to Regus’ needs and has always managed to find the best options to meet our needs.

Several times ISS has participated in Regus’ tenders for cleaning services, and up to now has proved to be the best solution for our business by winning the tenders. We trust ISS as our supplier and would recommend them to other companies in various business sectors”

Tatyana Korosteleva | EMEA NCO Project DirectorRegus | Russia

150

Facts

Country RussiaMarket segment Business Services & ITCustomer of ISS since 2004Employees at customer 40Customer sites 6ISS employees on site 18

Description

Regus is the world’s largest provider of innovative workspace solutions, with products and services ranging from fully equipped offices to professional meeting rooms, business lounges and the world’s largest network of video communication studios. Regus delivers a new way to work, whether it is from home, on the road or from an office.

Clients such as Google, GlaxoSmithKline, and Nokia join thousands of growing small and medium-size businesses that benefit from outsourcing their office and workspace needs to Regus allowing them to focus on their core business. More than a million customers a day benefit from Regus facilities spread across a global footprint of 1,300 locations in 550 cities and 97 countries, which allow individuals and companies to work wherever, however and whenever they want to.

Service Mix ISS Russia delivers Cleaning Services and Technical Maintenance Services.

Contract History

The contract started in 2004 with Office Cleaning only. By the end of 2011 it served seven centres with cleaning in Moscow

and one in St Petersburg. Technical Maintenance Services began in the middle of 2012.


”Regus has been cooperating with ISS in Moscow and St Petersburg for almost ten years, and ISS has always been a valuable partner for us. ISS Cleaning Services have always met the highest standards. ISS management has always been very attentive to Regus’ needs and has always managed to find the best options to meet our needs.

Several times ISS has participated in Regus’ tenders for cleaning services, and up to now has proved to be the best solution for our business by winning the tenders. We trust ISS as our supplier and would recommend them to other companies in various business sectors.”

Tatyana Korosteleva, EMEA NCO Project Director

Account Manager

Irina RakhmanovaService Development Manager Tel.: +7 926 520 54 [email protected]



www.ru.issworld.com

Regus


151

Facts

Country Norway Market segment Business Services & ITCustomer of ISS since 2003Employees at customer 1,460Customer sites 9ISS employees on site 60

Description

For over 111 years, Siemens has been active in Norway, where it holds leading positions in its Industry, Energy and Healthcare sectors. Today Siemens supplies a unique range of advanced products and solutions to the Norwegian market. The company has major offices in Oslo, Trondheim, Bergen and Stavanger.

Service Mix

ISS Norway performs Facility Management (on four sites), Cleaning, Catering, Support Services, Landscaping, Property and Security Services.

Contract History

2009 - 2012 New contract + 1.5 year2003 - 2008 First FM contract + 1 year

All services at four locations.

Account Manager

Erlend Bærø Head of Siemens Real Estate Norway+47 984 86 [email protected]

ISS Facility Services AS

Postboks 132 Økern (visiting address: Smeltedigelen 1 – 0195 Oslo) 0509 Oslo Norway Tel.: +47 815 55 155

www.no.issworld.com

Siemens AS, Siemens Real Estate

ISS Norway performing Support Services


152

Facts

Country France Market segment Business Services & ITCustomer of ISS since 2011Employees at customer 2,000 in FranceCustomer sites 5ISS employees on site 12

Description

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalisation, they are the world’s third-largest independent software manufacturer.

Facts:

• More than 197,000 customers in 120+ countries• More than 55,765 employees in 130+ countries• A 40-year history of innovation and growth• Annual revenue (IFRS) of 14,23 billion• Listed under the symbol “SAP” on stock exchanges,

including the Frankfurt Exchange and NYSE

Service Mix

ISS France performs full FM Services including Cleaning Services (with ISS Propreté), Technical Maintenance, Mail Handling, Space Planning and Help Desk Services.

Contract History

Initially the contract was a contract for Cleaning Services which was transformed at the request of the customer into global FM contract.

Account Manager

Géraldine GlatignyResponsable de ContratTel.: +33 6 75 46 05 [email protected]

ISS Holding Paris SAS

12, rue Fructidor 75017 Paris France Tel.: +33 01 44 04 44 04

www.fr.issworld.com

SAP

ISS France performing Support Services


153

Support Services

You can count us to support your business in the most optimal way. The specific delivery within a Support Service solution will vary from customer to customer to make sure it best fits your needs and business.

People management is a core competence of ISS, and through our people we strive to deliver flawless service solutions to support the aims of your organisation. With a large pool of skilled employees, we are able to develop, manage and deliver any type of support service 365 days a year.At ISS, we integrate our services seamlessly to meet your needs and we always offer the convenience of a single point of contact.

We offer a partnership that secures consistency and service excellence in our delivery approach throughout the world. Our ability to mitigate and manage risk on behalf of our customers is key and enables you to expand or limit the scope of the services according to your changing needs.We integrate not only service lines, but also management and back-office support, which ensure cultural and organisational alignment.

ISS’ Support Services encompass a range of services including front office, back office, welfare facilities and labour supply. ISS’ Support offerings include Portering, Reception and Hostess Services, Internal Logistics and Moves and Mail Handling.

Hanna Launonen, Finland

154

“ My work may seem clinical, but together we’ve created a warm atmosphere”

Melody Eira D. Cabigon, Sterile Supplies Technician at the Singapore General Hospital in Singapore

155HEALTHCARE

156

“ Lyell McEwin Hospital recommends ISS as a reliable partner in the provision of Hotel Support Services. ISS’ management and staff have the ability to work efficiently and effectively with all our departments and have gained the trust and respect of hospital staff and executive management.

Over the years, they have proven their capacity to deliver the necessary flexibility and quality services to respond to the ever-changing needs within the Health sector environment”

Brett Thompson | General ManagerLyell McEwin Hospital | Australia

157

Beatrice Zurbriggen, Switzerland

158

Facts

Country AustraliaMarket segment HealthcareCustomer of ISS since 1999Employees at customer 200Customer sites 2ISS employees on site 200

Description

Lyell McEwin Hospital (LMH) is a 299-bed acute teaching hospital affiliated with the University of Adelaide and South Australia and is located 45 minutes north of the city. The hospital provides General Medicine, Emergency Medicine, General Surgery, Obstetrics and Gyneacology, Women’s Health, Paediatrics and a 60-bed Mental Health Unit.

Opening as a small country hospital in 1959, LMH is today the premier hospital of the northern metropolitan area.

The LMH has recently completed a major development of the facility, which was given the Ryder Hunt Award by the Property Council of Australia.

Service Mix

ISS Australia provides an integrated service delivery model, which was developed in conjunction with the customer.

Services include: • Scheduled and periodical Cleaning Services, across the

wards, operating theatres, infectious cleans, discharge cleans, builders’ cleans, reactive and MRO cleaning

• Distribution, including removal of all types of waste and dirty linen, medical records, clean linen receipt, collection and transporting of patient blood specimens, warehousing, stores receipt and materials management

• Assist Ward Support staff with restocking• Orderlies for patient and equipment movement, including

Operating Theatres, Attending Emergency Response Codes, providing Plaster Services, Organising Patient Transport and Furniture Installation and Removal

• Security: static guarding, emergency response team and manned patrols

• Grounds Maintenance and Pest Control• Waste Management• Hygiene Services• Domiciled staff allocated to medical imaging and ED

ISS also provides services to Mental Health, Radiation Oncology and Adelaide University facilities located within the hospital, and the GP Plus ‘super clinic’.

Contract History

ISS’ relationship with LMH commenced in 1999 with the delivery of an integrated model.

The strong relationship with the hospital has led to a number of joint initiatives, including a new Ward Support model, implementation of the CARPS task management system and a collaborative approach to the selection of equipment.

Lyell McEwin Hospital


159ISS Australia performing Support Services


“Lyell McEwin Hospital recommends ISS as a reliable partner in the provision of Hotel Support Services. ISS’ management and staff have the ability to work efficiently and effectively with all our departments and have gained the trust and respect of hospital staff and executive management.

Over the years, they have proven their capacity to deliver the necessary flexibility and quality services to respond to the ever-changing needs within the Health sector environment.”

Brett Thompson, General Manager

Account Manager

Chris DedicoatRegional Manager, South AustraliaTel.: +61 8 8354 [email protected]

ISS Australia ISS Facility Services Australia Ltd. Unit 1, 12 Mars Road Lane Cove NSW 2066 Australia Tel. : +61 2 8644 9700

www.au.issworld.com


160

Daniela Meyer, Switzerland

161

“ Throughout the years of our partnership, we have developed a relationship founded on the quality of service, innovation and acceptance of our clients. This compromise between the Complexo Hospitalar Edmundo Vasconcelos and ISS was a great guideline for the lasting success of this endeavor”

Maria Lúcia Pontes Capelo Vides | Hospital Administration ManagerComplexo Hospitalar Edmundo Vasconcelos | Brazil

162

Facts

Country BrazilMarket segment HealthcareCustomer of ISS since 1991Employees at customer 950Customer sites 1ISS employees on site 155

Description

With an experience that spans half a century, Excellence Complexo Hospitalar Edmundo Vasconcelos is due to the strict concept of Institution Hospital developed throughout its history.

Complexo Hospitalar Edmundo Vasconcelos provides its clients quality comprehensive care and welfare in the preservation and restoration of health through professional expertise, innovative technology, modern hospital infrastructure, scientific research and new solutions in medicine.

The ongoing professional development of its medical staff demonstrates the importance of technical assistance throughout the institution, which is the stimulus for continuous improvement of services and management efficiency.

Service Mix

The ISS Brazil offers Cleaning Services, Facade Cleaning, Maid Service, Linen Service and Reception.

Contract History

2010 A contract was signed for Reception Services1991 ISS Brazil started delivering Hygiene, Laundry and

Housekeeping Services

Certifications:- ISO 9001 in all sectors of the complex- ONA level 3


“Throughout the years of our partnership, we have developed a relationship founded on the quality of service, innovation and acceptance of our clients. This compromise between the Complexo Hospitalar Edmundo Vasconcelos and ISS was great guideline for the lasting success of this endeavor.”

Maria Lúcia Pontes Capelo Vides, Hospital Administration Manager

Account Manager

Cintia Martins FerreiraOperational ManagerTel.: +55 11 3528 [email protected]


Rua Dom Aguirre 438, Vila Sofia 04671-903 São Paulo – SP Brazil Tel.: +55 11 2195 8780

www.br.issworld.com

Complexo Hospitalar Edmundo Vasconcelos

© Complexo Hospitalar Edmundo Vasconcelos


163

Facts

Country UruguayMarket segment HealthcareCustomer of ISS since 2010Employees at customer 850Customer sites 1ISS employees on site 26

Description

The SEMM - Mautone hospital is a Uruguayan company with more than 35 years of activity, distinguished by giving the best Integral Medical Assistance in Punta del Este.

Service Mix

ISS Uruguay delivers Catering Services.

Contract History

ISS Uruguay won the Catering Services contract in August 2010.

Account Manager

Jorge GonzálezAccount ExecutiveTel.: +598 2 [email protected]

ISS Uruguay S.A: - Habitué S.A

Habitué S.A.Dr. Carlos María de Pena 4368 esquina Palomeque 12.900 Montevideo Uruguay Tel.: +598 2 3046012

www.uy.issworld.com

Sanatorio SEMM Mautone

© Mautone


164

Daniela Meyer, Switzerland

165

“ ISS is a company that gives certainty to our Public-Private Partnerships and Collaboration in the Mexican Health System for their excellent performance and quality of services they provide”

Jorge Mario López Arango | Md-PhD� General Manager DOIHIDesarrollo y Operación de Infraestructura

Hospital Regional de Alta Especialidad de Ixtapaluca | Mexico

166

Facts

Country MexicoMarket segment HealthcareCustomer of ISS since 2011Employees at customer 30 direct employees and 1,800 endusers

between government staff and patientsCustomer sites 1ISS employees on site 250

Description

DOIHI is a joint venture between GIA +A / Hispánica and EDUCTRADE, to execute a Service Provision Contract (CPS), approved by the federal government in 2008, to construct the facility and administrate all non-medical services at the Hospital Regional de Alta Especialidad de Ixtapaluca, Mexico.

Service Mix

ISS Mexico manages Cleaning, Maintenance, Landscaping, Pest Control, Security, Warehouse, Catering, Front Desk, Valet Parking, Office Support, Help Desk, Clinic Records Handling, Waste Management, Energy and Facility Management.

Contract History

2012 Full service kick-off2011 End of construction works, ISS started delivering

services in a pre-operation scheme2009 ISS signed collaboration agreement 2008 Grant of Project by Mexican Government to Joint

Venture (GIA- Hispánica- EDUCTRADE)


“ISS is a company that gives certainty to our Public-Private Partnerships and Collaboration in the Mexican Health System for their excellent performance and quality of services they provide.”

Jorge Mario López Arango . Md-PhD., General Manager DOIHI - Desarrollo y Operación de Infraestructura Hospitalaria de Ixtapaluca

Account Manager

Luis Miranda PeñaKey Account Manager ISS/IFS Tel.: +52 55 3900 [email protected]

Grupo ISS México

Aquiles Serdán 157 Col. Ángel Zimbrón 02090 México DF Tel.: +52 55 9114 1300

www.mx.issworld.com

Hospital Regional de Alta Especialidad de Ixtapaluca

ISS delivering Security Services


167

Facts

Country SingaporeMarket segment HealthcareCustomer of ISS since 1997Employees at customer >9,000Customer sites 1ISS employees on site >800

Description

Reputed for its medical excellence, SGH is Singapore’s largest tertiary hospital with a 9,000-strong multi-generation diversified workforce and a rich 190-year history.

Every year, the SGH campus caters to over 1 million patients, providing advanced medical care under its 36 clinical specialties. Specialties such as Haematology, Renal Medicine, Nuclear Medicine, Orthopaedic Surgery, Pathology and Plastic Surgery (Burns) serve as national referral centres. SGH accounts for about one-quarter of the total acute hospital beds in the public sector and about one-fifth of acute beds nationwide.

SGH achieved American Joint Commission International accreditation in 2005 and reaccreditation in 2008 and 2011, an affirmation of the hospital’s commitment to high standards of patient care and safety. SGH is the largest teaching hospital in Asia to be accorded such recognition. SGH is also the first hospital in Asia to achieve Magnet designation for nursing excellence.

As an academic hospital, SGH plays a key role in nurturing doctors, nurses and allied health professionals, and is committed to innovative translational and clinical research in its continual goal to provide the best care and outcomes for its patients.

Service Mix

ISS Singapore manages Cleaning and Bed-Making Services, Portering Services, Concierge Services, Non-Emergency Ambulance Services, Indoor Plants Services, Pest Control Services, Visitor Services, Facility Management, Maintenance & Engineering Services, Theatre Sterilized Supplies Unit (TSSU) and Centralized Sterilized Supplies Department (CSSD).

Contract History

ISS Singapore started by providing Cleaning a single service to SGH. Building on trust, partnership and commitment to continual improvement, ISS expanded its service delivery from single service to multi-services to integrated facility services.

Account Manager

Goh Yuh YanKey Accounts DirectorTel.: +65 9852 [email protected]

ISS Facility Services Private Limited

No.1 Jalan Kilang Timor #10-00 Pacific Tech Centre Singapore 159303 Tel.: +65 6 227 9711

www.sg.issworld.com

Singapore General Hospital (SGH)


168

Facts

Country SpainMarket segment HealthcareCustomer of ISS since 2005Employees at customer 4,055Customer sites >100 sites in Spain (5 hospitals)ISS employees on site 298

Description

Since 1989, Sanitas has been part of the BUPA (British United Provident Association) Group, an organisation founded in the United Kingdom in 1948 and dedicated to healthcare. It has 11.2 million members in more than 190 countries across the world and around 52,000 employees.

Its activities are mainly health insurance and care for the elderly and disabled youths. All of the profits from Bupa’s business are reinvested in improving its services.

The Sanitas Group, specialising in health and healthcare, includes the following companies: Sanitas Seguros, Sanitas Hospitales, Sanitas Residencial and Sanitas Nuevos Negocios. Sanitas Seguros is the leading private medical and health insurance in Spain, with 1.98 million customers. It posted a turnover of nearly €1.5 billion in 2010.

Service Mix

ISS Spain provides Cleaning Services and Property Services (Pest Control, Internal Air Quality and Landscaping).

Contract History

The cooperation between Sanitas and the ISS Group goes back to 2005, when ISS provided Landscaping Services. Through the years, ISS has introduced specialised service solutions such as: Cleaning Services, Pest Control and Internal Air Quality Services. Both companies have stretched their relationship in order to innovate service solutions to improve the service quality for users.

Account Manager

Maria José AbrahamManager, Corporate ClientsTel.: +34 935 903 [email protected]




www.es.issworld.com

Sanitas (Bupa Group)



169© University Hospital of Ioannina

Facts

Country GreeceMarket segment HealthcareCustomer of ISS since 2006Employees at customer 2,000Customer sites 5ISS employees on site 150

Description

University Hospital of Ioannina is one the biggest hospitals in Greece (882 beds) providing health care at third degree level to the citizens of north-west region of Greece. The hospital also provides undergraduate training to students of the Medical Department of the University, as well as specialisation of doctors and continuous education and training of doctors and other health care professionals.

Service Mix

ISS Greece provides Interior and Exterior Cleaning.

Contract History

ISS Greece has held a contract with the Hospital of Ioannina since 2006, starting with Cleaning Services and Waitressing and in early 2012 added Pest Control Services.

Account Manager

Sofia TsoubanouStewardship SupervisorTel.: +30 265 10 99 [email protected]



www.gr.issworld.com

University Hospital of Ioannina


170

Facts

Country USAMarket segment HealthcareCustomer of ISS since 1995Employees at customer 69Customer sites 6ISS employees on site 26 during the day, 43 at night

Description

Horizon Healthcare Services, Inc is a not-for-profit organisation established in 1932. It is the largest health insurer in New Jersey, providing access to quality affordable medical and dental coverage to 3.6 million members.

Service Mix

ISS US delivers Integrated Facility Services: Facility Management (Project Management and Food Service Management), Cleaning Services (Janitorial), Security Services (Parking Management), Support Services (Helpdesk, Audio/Visual) and Property Services (Construction Services and Property Management).

Contract History

ISS US has been providing Integrated Facility Services for Horizon Healthcare Services Inc. since 1995.

Account Manager

Rick PastoreAccount ManagerTel.: +1 973 466 [email protected]

ISS Facility Services Inc.

1019 Central Parkway North, Suite 100 San Antonio, Texas 78232 USA Tel.: +1 210 495 6021

www.us.issworld.com

Horizon Healthcare Services, Inc.

ISS delivering Support Services


171

ISS servicing the Food & Beverage segment

Facility Management

You can depend on ISS to understand your service needs and develop a solution that will liberate resources and let you focus on your core business. ISS can offer solutions from single services to fully integrated management solutions.

You can be confident that, as a recognised global leader in service management, we learn from our experience in other service sectors to provide you with innovative solutions. By working with ISS you can optimise efficiency and cost effectiveness through our service delivery solutions. You can be confident that our well-trained staff will show professionalismin all customer touch points.

Facility Management – The ISS Way – is an Integrated Facility Service Model in which the services are delivered through a seamless integration of people, processes and management.

ISS’ Facility Management offerings include on-site management of Facility Services, Change Management, Space Management and Consulting.

Fredrik Ever Banke, Sweden

ISS World Services A/S

www.issworld.com

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