View innovation as an opportunity – not a risk 

When it comes to contract delivery, who wouldn’t want innovation as standard?

In reality, implementing innovative solutions can be a challenge. Organisations are, understandably, cautious about anything that could open the door to potential data breaches.

For this Perspectives article, Mitie’s Managing Director: Corporate Accounts, Sarah Baxter, proposes that innovation can proceed. Through dialogue and understanding, risk averse stakeholders can come to view it as an opportunity rather than a risk.

At Mitie, we’re proud to be the future of high-performing places. Yet when it comes to improving performance with innovation, realising the benefits is often easier said than done.

Organisations are understandably fearful of data breaches. This sets a risk-averse context for companies like Mitie to navigate. Often both Procurement and Workplace client groups are keen to embrace technology-based solutions. They know there are financial and experiential benefits.

However, IT Security stakeholders have a different set of priorities, plus robust processes and procedures to make sure they protect the organisation.  

Customer carpark concerns 

A few years ago, Mitie proposed a new car parking system to a customer. The solution was designed to keep track of the vehicles entering the estate and the frequency of their visits. It would give visibility of parking in practice, enabling improvements that would drive better user experience. It was also much more cost effective than the system in place. There would be savings on CapEx and on-going operating costs. We worked through the IT Security requirements over several months but were prevented from implementing the new system. 

The innovation vs reality disconnect

That was disappointing. However, Mitie’s Workplace client stakeholders remained focused on improving the status quo. We worked upwards and across the organisation to get the engagement and dialogue required to demonstrate the minimal risk versus benefits.

Once we entered into constructive dialogue with the right stakeholders, it became clear we weren’t creating any additional risk. And we got the green light!

It was the result we wanted, but the client had missed out on months of streamlined parking processes, an improved experience for those driving to the estate and cost savings.  

This is a good illustration of the approach taken at many organisations. They want the benefits and efficiencies. But the different stakeholder objectives result in a disconnect between improvements and the reality of moving everything through the rigours of:  

• IT governance 
• Cybersecurity processes
• Risk management strategies 

Shared nervousness 

There are a number of reasons this challenge exists. Often IT sits separately from those who procure FM services. This makes it difficult for FM partners to have meaningful contact with whoever has the ultimate say. IT teams may not understand that innovative solutions are going to be used. They may also share a nervousness around what will operate on their systems and servers. The truth is Mitie brings technology through the cloud, so customer systems and servers are left untouched – meaning lower risk.

Ultimately, the challenge lies in bridging the gap between the various interested parties. The rise in AI has only heightened concern – some organisations are adopting a policy of prohibiting systems underpinned by AI. This blanket approach risks missing out on transformative innovation, continuous improvement and cost savings – and potentially allows competitors to gain an advantage.

Catastrophic cyberattacks 

A cautious approach to external technology is absolutely understandable. There are numerous examples of catastrophic cyberattacks. And organisations that work with critical national infrastructure have an even greater risk profile.

The irony is that usually organisations turn to partners like Mitie because they need our expertise. But when it comes to innovation, concerns about risks mean they’ll miss out.

We know Mitie’s processes are robust. We have an average A(95) rating for cybersecurity and resilience from Security Scorecard – the highest in the FM industry and even higher than some banks, which face significantly more regulation.

Mitie’s estate is certified by Cyber Essentials Plus, the UK Government-backed standard in cyber security. Our use of AI aligns with the ISO42001 AI management system standard and we have achieved ISO27001:2022 certification for information security management. That’s why it’s crucial to demonstrate the huge benefit. Reticence isn’t always a corporate strategy decision. It may be as simple as educating local stakeholders on how technology is being implemented and mitigating the perceived risk. 

Finding the way forward

During the tender process, customers recognise the benefits innovative delivery will bring. They buy into it when they decide on the winning bid. While customers are often transparent about the challenges of IT implementation, it is really only when mobilisation commences that the reality is understood.

Satisfying the needs of the IT department – and others – takes effort, but it is worth it. The key is connecting people to have the right conversations as early as possible. Then you can collaborate to address concerns as things move forward and innovations are implemented. It’s important to demonstrate Mitie aligns with their standards. Our approach is always: “We understand and recognise your concerns and challenges – but collaborate with us as there are ways of achieving the commitment.”

Many Mitie customers are reaping the rewards of digital predictive maintenance, demand-led services and applications like Aria and Mozaic360 that make managing estates seamless.

They trust we’re a safe pair of hands and understand innovation is an opportunity, not the perceived risk that may have been their initial view.