It's All in the Continuity

24 June 2016 | Updated 01 January 1970

Carillion’s Customer Experience and Asset Maintenance Centre teams have achieved certification to the internationally recognised standard for business continuity, BS ISO 22301.

Carillion teams at the Customer Experience Centre in Sheffield and the Asset Maintenance Centre in Manchester have each been independently certificated as part of the company’s policy to meet its regulatory, customer and internal requirements.

It sees this as being particularly valuable in the event of a significant unplanned business disruption, e.g. extreme weather, pandemic, terrorism, cyber attacks or transport disruptions.

BS ISO 22301 specifies requirements for setting up and managing an effective business continuity management system to manage recovery following a disruptive incident. The teams in Sheffield and Manchester work to Carillion’s global BS ISO 22301 compliant Business Continuity Management Systems with certification at these locations covering their customer contact management, data capture, work allocation, billing, job management, finance and back office functions.

The CEC in Sheffield operates 24/365 and is claimed to be the UK’s largest FM helpdesk with nearly 250 colleagues, serving on a daily basis approximately 1 million people who visit, shop and work in the 100,000 sites Carillion manages and maintains. Locations range from banks, hospitals, local authority premises and prisons to railway stations and schools.

“Delivery of resilient and uninterrupted customer service is a constant business imperative and with the attainment of BS ISO 22301 certification our customers can be assured that our Customer Experience Centre team in Sheffield and our Asset Maintenance Centre in Manchester have a high level of resilience to safeguard their 24/7/365 services,” stated Nigel Taylor, MD, Carillion Services. “Our UK FM business has 108 clients across blue chip private ones and high profile public sector customers including Arriva Rail North, Barts Health NHS Trust, Centrica, the Ministry of Justice and London Overground.”

The Asset Maintenance Centre in Manchester acts on call information received from the CEC and provides job scheduling and business support services particularly to mobile engineers.

Picture: Carillion’s teams in Manchester and Sheffield have been assessed to BS ISO 22301

Article written by Mike Gannon | Published 24 June 2016