Helping NATS fly high through collaboration

Overview of the challenge

NATS – formerly National Air Traffic Services – is the UK’s leading provider of air traffic control services. As the organisation is certified to ISO 44001 standard for Collaborative Business Relationships, it requires supply chain partners to gain the same certification. Collaboration with key partners is also critical if NATS is to achieve its 2040 strategy. This meant Mitie would have to pass an assessment based on the principles of ISO 44001 and also demonstrate an ongoing commitment to collaborative working.

Our approach

As part of the bidding process, Mitie researched what NATS would need from its facilities management partner in order to align with ISO 44001. Our proposed delivery was summed up in strategic objectives based on Needs, Outcomes, Solutions and Evidence (N.O.S.E). During the selection process, Mitie’s capability was assessed alongside collaborative behaviours and the ability to innovate and add value. Recognising that we would align with the requirements of ISO 44001, NATS went on to choose Mitie as their FM partner.

At the start of contract mobilisation, joint collaboration workshops were held by Mitie’s Strategic Partnerships and Collaboration team to embed a culture of growing together. The first workshop explored:

• Value creation
• Risk and opportunity management
• Joint approach to dispute resolution

These focus areas were captured in a joint relationship management plan, together with appropriate performance measures.

The second workshop developed the management plan further. This addressed:

• Governance
• Value tracking
• KPIs
• Project delivery monitoring
• Rollout of Maximo, Mitie’s computer-aided facility management (CAFM) system

At the third and final workshop, Mitie and NATS established joint values and objectives to be tracked over the course of the next 12 months, with everything aligned to achieving the NATS 2040 strategy. This was captured in a Partnership Charter which was jointly signed and used as a key engagement tool for broader communication of the shared values and joint objectives with the wider team, confirming alignment towards shared goals. There was also open discussion around progress to date, as well as the identification of joint risks and opportunities. These included early warning and early integration of Mitie in the project pipeline.

In keeping with ISO 44001, a joint Senior Executive Responsible (SER) induction was conducted by the Mitie Strategic Partnerships and Collaboration Lead, Mitie’s Strategic Account Director for the NATS account and the NATS Senior Supply Chain Manager. This established clear roles and responsibilities and identified gaps and joint ways of working. Areas addressed included:

• Stakeholder mapping
• Joint governance
• Joint dispute register
• Risk and issue management
• Issue resolution

“At NATS, we recognise the profound benefits that collaboration brings to our long-term partnerships. While collaboration is inherently relational, it must also be supported by a structured approach to fully realise its value. Mitie has worked collaboratively with NATS from the tender phase. I’m now pleased to see the outputs of managing the relationship under ISO 44001 methodology.”

The results

Thanks to Mitie’s preparation and collaborative approach to the contract, NATS benefit from a workforce that is informed, focused and engaged. The Mitie team delivers services that are aligned with NATS’ organisational goals.

The following summary explains how Mitie’s ‘One Code’ impacts delivery on the contract, together with the resulting benefits for NATS.

Living Our Values
Our commitment to our values is more than just words; it’s embedded in the group culture, with every employee being assessed annually during their MiReview performance reviews.
Result: This translates into a service experience where integrity, accountability and dedication to excellence are evident in every interaction, fostering trust and reliability.

Right People, Right Skills
By recruiting and developing the right people, our teams are not only capable but also equipped with the latest expertise to meet NATS’ evolving needs.
Result: NATS receive service from highly skilled, well-trained professionals who are ready to deliver optimal solutions.

Effective Collaboration
Through Mitie’s Collaborative Working Policy, teams are empowered with the tools and infrastructure they need to work efficiently and cohesively.
Result: Streamlined operations, faster problem resolution and smooth service delivery, with every team working in harmony towards a shared goal.

Recognising and Rewarding Excellence
Our Mitie Stars recognition scheme and Employee Value Proposition makes sure that employees are acknowledged, motivated and rewarded for their hard work. This creates a positive work environment, where employees feel valued, leading to higher engagement and commitment.
Result: NATS benefit from a happier, motivated workforce that is driven to go the extra mile, delivering exceptional service every day.

Why choose Mitie?

Alignment with ISO 44001: Mitie is an ISO 44001-certified organisation for Collaborative Business Relationships, which is crucial for partners like NATS who require this certification.

Strategic objectives: Mitie’s delivery is based on joint objectives which are aligned to the NATS strategy. These are tracked and monitored by both NATS and Mitie.

Collaborative approach: Mitie emphasises collaboration through workshops and strategic partnerships. These workshops focus on value creation, risk and opportunity management, joint dispute resolution, governance, value tracking, KPIs and project delivery monitoring.

One Code: Mitie’s behaviour code defines the positive approach and culture that brings a range of benefits to NATS and other customers.

Innovative solutions: Mitie’s ability to innovate and add value makes us an ideal facilities management partner for customers across the public and private sectors.