Royal & Sun Alliance is a FTSE 100 company and one of the world’s leading insurance groups. They write business in 130 countries, providing general insurance products to over 20 million customers.

The UK Facilities Management Service Delivery operation stretches throughout England, Scotland and Ireland. Royal & Sun Alliance decided to review their service delivery model looking for increased efficiencies, productivity, stronger technical know-how and professionalism.

Key was asked to lead the change management cycle focusing on the Service Delivery Team and their relationship with Stakeholder Groups. This would involve new working practices, increased responsibilities and new goals.

• To refocus on the integral values of the Service Delivery Team, the growth of the Facilities Management sector and the future of Facilities Management as a profession.
• To empower each person to manage their specific role in support of the core business.
• To drive the development of those interpersonal and presentation skills that would enhance their ability in the revitalised departmental structure.
• To assess system applications and help desk support.
• To review the national supply chain in support of the UK wide Facilities Management hubs.
• To support the new model through the transition period.
• To ensure adoption of the Royal & Sun Alliance goals with particular emphasis on corporate responsibility.

• Team wide adoption of the new Facilities Management model with full support and buy in from the participants.
• Greater detailed understanding of the technical and regulatory responsibilities required.
• Input for further development and expansion of the new model from the team.
• Strong core values and objectives to meet those values – ‘Corporate Services committed to the core’.
• Two day Off Site bringing together stakeholder groups from Facilities Management, Project Management, Commercial Services and Corporate Real Estate.
• Individual training in listening skills and communication skills.