Bidvest Noonan

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Education Sector Insight Strategies Universities and Facilities Teams are Using to Create Exceptional Campus Experiences

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A Changing Sector
In recent years, universities have heightened their focus on student well-being and sustainability. Today, students perceive
their educational experience as extending beyond traditional classrooms and attending university can be costly for students and their parents and they feel the need to have a formative and important experience while attending. They also expect their university to reflect their values. This necessitates a strategic approach from facilities teams, balancing cost-efficiency with demands for technological advancements and more sustainable approaches.

The higher education sector is witnessing significant growth. There has been an increase in the number of universities, leading to heightened competition for student enrolment. In this competitive environment, the role of facilities management has become more crucial in shaping campus experience, which can be an important point of difference for universities.

International student enrolment has seen a significant increase over the years, now constituting nearly a quarter of the total student population across the UK. The increased diversity of the student population and an increased focus on the importance of inclusion is informing decisions taken by campus management. Prioritizing the accommodation of
diverse cultural backgrounds and needs has significantly impacted various facets of campus life, extending from dining services to residential accommodations. University teams aim to provide a ‘home to home’ feeling for students as they take up residence on campus.

As with all sectors, Covid-19 pandemic has had a profound impact on the education sector, with an increased appreciation for the role of cleaning teams in protecting communities from illness and the introduction of new expectations and practices. Another growing trend is the increased focus on mental health in universities. Recognising its importance, universities aim to create supportive environments for students’ mental well-being. This involves designing spaces that encourage relaxation, social interaction, and physical activity, promoting a healthier campus atmosphere. Facilities teams have always been key to providing the right environments for mental wellbeing; however, increasingly, facilities teams are being asked to support their university’s initiatives, such as sharing expertise on substance dangers and helping students recognise signs of mental health issues, along with keeping a watchful eye over the student population.

Central to these evolving trends is the close relationship between universities and their facilities teams. Operating not as separate units but as one cohesive entity, this partnership is foundational in creating a campus environment that is both inviting and conducive to learning.

The Evolving Role of Facilities Services
Facilities services teams within universities across the UK and Ireland are earning acknowledgement for their role enhancing the overall student experience.

A key evolution in the role of facilities services is the transformation of campus security.
In many universities security solutions are being reimagined and security teams are being rebranded to reflect a more guardian-like role, prioritising the safeguarding of students. In many universities, security officers are referred to as campus experience officers or campus ambassadors, reflecting a broader and more engaged role. Their role extends to offering advice on personal safety, acting as first responders in medical emergencies, and being a source of information and assistance in various situations.

The significance of these services in contributing to mental health is increasingly recognised. Environments that are clean, secure, and visually appealing play a vital role in mitigating stress and fostering a positive mindset. However, facilities teams are also supporting university initiatives to look after the mental health of students, particularly security officers who keep a watchful eye over students and providing information about ranging from the dangers of intoxication to how to spot the signs that someone is having suicidal thoughts.

Facilities teams shape campus culture and environment, ensuring impeccable order and a welcoming atmosphere. Their efforts impact the overall experience for students, faculty,
and visitors, developing community spirit and mutual respect. During university events, from exhibitions to festivals, these teams collaborate on logistics, event management, and post- event clean-ups, contributing to student unity and a sense of belonging. Teams may also share expertise at events, enhancing student well-being.

Impact of Diverse and Changing Student Demographics
The increasing diversity of the student body in universities across the UK and Ireland brings with it unique challenges for facilities services leaders. As the composition of students becomes ever more varied, encompassing different ethnicities, faiths, ages, genders, and backgrounds, the need for facilities teams to be both adaptable and inclusive has never been more important.

Facilities teams play a crucial role in facilitating the smooth transition of a diverse student population, including a significant number of international students, into university life.
Facilities teams, especially security officers, are often among the first people a student sees as they arrive on campus, helping to create lasting impressions. Recognising the varied needs and expectations of students—whether first-time attendees or returning mature students these teams provide essential support. International students may find the university experience daunting due to unfamiliar local customs. Facilities teams are instrumental in ensuring their comfort, safety, and overall well-being, addressing both physical amenities and the diverse cultural and personal needs of different student groups.

Facilities teams go beyond managing campus maintenance; they are dedicated caretakers, ensuring a nurturing and inviting environment for students. Today, teams should be recruited and trained to contribute in this way. Their interactions with students should be characterised by understanding and responsiveness, ensuring that all students, irrespective of their background, feel valued and cared for. Our facilities teams on campuses often match the diversity of the students and university staff they serve. Team members come from all walks of life which allows them to more easily relate to others as individuals and as a group.

Adapting to Student Needs
Understanding and meeting the evolving needs of students must be central to any strategy. This requires maintaining a continuous dialogue to stay up to date with the needs of students, keeping pace with the changing trends in student lifestyles and learning environments. Students today need and expect more than basic functional spaces; they
need environments that inspire and motivate them. These areas need to be clean, safe, and attractive, enabling collaboration and creativity.

For many, the pandemic highlighted the necessity for clean, decontaminated, and sanitised environments, but in the university sector, there has always been a focus on infection control, with a need to protect students, who meet indoors in large numbers, from common health risks like colds and flu. Cleaning teams in the sector must ensure that cleaning is thorough and ensure that touchpoints are sanitised.

In universities, there are areas that are in constant use such as bathrooms and areas where litter accumulates quickly such as canteens and common areas. In these areas, there is
an increased need for vigilance to ensure areas remain clean and tidy. When students first arrive at university there can be a wave of colds and other bugs. Methodical frequent cleaning can help reduce cross contamination reducing outbreaks.

Universities face unique security challenges, with students, being vulnerable to crime due to the social nature of campus life. Students desire a visible and responsive security
presence, with well-lit and monitored walkways. Security teams must go beyond traditional methods, becoming strategic partners to ensure a safe and enjoyable university experience, responding promptly to emergencies.

In this sector, it is crucial to build strong relationships with blue light services and collaborate closely with policing agencies to mitigate crime around campus.

Technology in Facilities Services
Embracing cutting-edge technology is a vital aspect of modern university facilities services. Universities, often regarded as the cradles of innovation and new enterprises, are expected to demonstrate forward- thinking in all areas, including in how their facilities are maintained. Our facilities services teams, by incorporating modern technologies, not only enhance operational efficiency but also inspire the student and educator community.
A prime example of this is the implementation of smart systems that gather real-time data about building usage. This allows our cleaning teams to respond to needs as they arise and provides historical data to optimise planning and resource allocation. This is highly valuable in such large and demanding environments as university campuses. On campuses, it pays to know which areas require servicing in real time and which have been unused. Bidvest Noonan’s dynamic cleaning system, a recipient of the ‘Best Use of Smart Solutions’ award at the European Cleaning and Hygiene awards, is a good example; With the dynamic cleaning
solution, the building activity levels are regularly reviewed, and the cleaning solution is flexed to changes in requirements within a building.

The role of robotics in facilities services has expanded significantly. Robotic cleaners, improve significantly every year. Many of the latest machines are capable of autonomously cleaning large areas. This advancement allows university cleaning teams to allocate more time to complex tasks while ensuring efficient use of resources such as energy, water, and cleaning agents.

Campus security teams enhance safety by integrating advanced technologies like improved camera systems, AI, and smart sensors, such as the halo sensor. Smart software solutions, like digital occurrence logs, enable efficient incident monitoring through visual heatmapping, helping teams identify trends and respond effectively.

Technological advancements are also delivering significant sustainability progress. Innovations like the Comac Inaqua, which recycles water from floor cleaning machines for reuse, and aqueous ozone systems, which convert tap water into effective cleaning and disinfecting solutions, and powerful scrubbing machines which use less energy, water and cleaning chemicals all contribute to more sustainable campuses.

Sustainability and Environmental Practices
Today, universities are highly motivated to integrate sustainability into their campus operations. Environmental stewardship has become a priority in the sector as in many others.

Significant sustainability improvements often come from changing existing processes and procedures rather than solely introducing new equipment or chemicals. This approach can include optimising and resourcing usage, adopting eco-friendly cleaning methods, as well as implementing energy-saving practices.

Awareness programs that focus on issues like waste reduction, energy conservation, and the broader environmental impact can help create a culture of sustainability. To be most effective, facility services teams need to be the drivers of such programs.

We have found that water conservation measures, including rainwater harvesting and water recycling systems, can be effective in reducing the campus’s environmental footprint.

The Future of Campus Facilities Services
As we look towards the future of campus facilities services, it’s evident that the sector is poised for change. This will be driven by technological advancements, evolving student needs, and a continuous push towards sustainability.

The future of the facilities services industry is increasingly intertwined with technology. We’re likely to see a greater adoption of artificial intelligence (AI) and automation in routine maintenance tasks. AI can help predict maintenance needs, thereby reducing downtime and improving efficiency. Similarly, automation in areas like cleaning and landscaping can free up human resources for more complex tasks.

Another trend is the growing use of data analytics. By analysing data on campus usage patterns, facilities managers can make more informed decisions about resource allocation, energy management, and space optimisation. This data-driven approach not only improves operational efficiency but also enhances the overall campus environment.

One of the key challenges in the near future will be adapting to new health and safety standards following the pandemic. This will require innovative approaches to ensure that campuses are not only safe but also conducive to learning and social interaction.

Sustainability will continue to be a major focus area. There’s a growing expectation for universities to lead in environmental stewardship. This involves not only managing resources more effectively but also educating the campus community about sustainable practices.

Another challenge is maintaining the balance between security and privacy. With the increased use of surveillance and monitoring technologies, ensuring that security measures don’t infringe on individual privacy will be crucial.

Educational institutions strive to balance their need to provide high quality facilities with their need to manage costs. They look to their facilities partners for innovative solutions that deliver maximum value, allowing them to preserve budgets for teaching, research, and other core areas.

Despite these challenges, there are ample opportunities for growth and improvement. The increasing focus on student well-being and sustainability presents an opportunity for facilities managers to innovate and redefine what a campus experience can be. By staying ahead of these trends and challenges, facilities services providers can continue to play a pivotal role in shaping the future of higher education environments.

The unity and partnership between universities and facilities teams are the heart of creating an exceptional campus experience. Together, they forge a dynamic and responsive environment that adapts to and anticipates the needs of students.

About the Authors:
Lorraine Monaghan is Director of Operations, Education at Bidvest Noonan. Lorraine has an impressive track record in the education sector, having supported a number of large and prestigious universities. David Everett is a former Deputy Director of Campus Experience& Commercial services at a global top ten University in the UK, with over 25 years of experience, including at Director level, across the UK Higher education sector; Jenny Jones is Director of Operations, Corporate and Public Sector at Bidvest Noonan. Jenny has more than 20 years of industry experience.

Security Experts Gather in Dublin for Ground-breaking Counter-Terrorism Conference

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Bidvest Noonan, a leading provider of security and facilities services, is bringing TinyG, the global counter-terrorism information network, to Ireland for the first time as part of its Counter-Terrorism and Major Incidents conference. The event will take place at the iconic Croke Park Stadium in Dublin this month. Due to the high level of interest in the event, places for the conference were booked out rapidly, with strong demand from security and facilities professionals across various sectors.

Terrorism continues to evolve in complexity, posing a threat to security worldwide. Bidvest Noonan and TinyG aim to provide an invaluable platform for sharing the latest strategies and technologies for mitigating these threats. Attendees will hear from a host of experts, including representatives of the FBI and Ireland’s Special Tactics Operations Command. The keynote will be delivered by Neil Basu QMP, a highly accomplished former Assistant Commissioner of the Metropolitan Police and the sole officer to hold the top three positions in Counter Terrorism Policing. A recipient of the Queen’s medal, Neil played a pivotal role in leading the response to the 2017 terror attacks and went on to head the UK’s CT Policing organization, succeeding Sir Mark Rowley in 2018.

The conference also highlights the important role that security guards can play in countering terrorism. Security guards are often the first line of defence against security threats and play a crucial role in protecting people and assets. The conference will provide insights into the latest strategies and technologies for enhancing the capabilities of security guards in countering terrorism.

Cormac Sheils, CEO of Bidvest Noonan in Ireland, said, “We are delighted to bring TinyG to Ireland for the first time and provide our customers with the opportunity to hear from such an esteemed group of experts. I’m looking forward to attending, and I know the information shared will be invaluable”.

Nick O’Connor, Operations Director, added, “As a career security professional, I believe this conference provides a unique opportunity to hear from international experts in counter-terrorism, exchange knowledge and best practices, and network with other security professionals.”

Dave Evans of TinyG said, “TinyG is committed to fostering collaboration and intelligence sharing among security professionals. By partnering with Bidvest Noonan, we are excited to bring our expertise to Ireland and create new opportunities for learning and cooperation in the fight against terrorism.”

Modernising security solutions with a custom-built digital solution

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At Bidvest Noonan, we are always looking for new ways to push technological boundaries to improve the way we deliver our security services.

Working with partners and our customer, we have introduced a cutting-edge digital solution to improve security at a prestigious multi-use site in the heart of London. This is a vibrant and complex site that offers beautiful public spaces, modern homes, offices, shops, bars, and restaurants.

Our custom-built system enables us to quickly develop insights, identify trends, resolve security issues, and continuously improve the security services we deliver to our clients.

Using a mobile application, our security team logs incidents, flags risks, and shares their security observations. All of the data captured by the security team flows into an intelligent program that generates highly visual reports and heat maps, enabling us to deploy resources to where they are needed most.

Adrian Canale, Business Development Director at Bidvest Noonan said “We were determined to seize this opportunity to challenge the status quo. We wanted to demonstrate our ability to innovate and deliver even more value to our customer”.

On the success of the introduction of our new security solution, the customer commented: “Our collaboration with Bidvest Noonan has been very successful. We have already seen excellent results from the work we have done together; And, we are not finished yet! We look forward to achieving even more for the people and businesses who call our space home.”

Susan Howard has been promoted to Operations Director for Healthcare

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Bidvest Noonan has strengthened its Irish senior management team with the recent promotion of Susan Howard to Operations Director for Healthcare.

Susan, who joined the firm in 2003, has deep expertise and knowledge of the healthcare sector and will enhance the service and value delivered to clients. In her new role, Susan takes ownership of Bidvest Noonan’s national healthcare portfolio in Ireland, covering both cleaning and security services.

Speaking on her promotion, Susan said: “I am thrilled to have been given the opportunity to lead our healthcare operations for our business in Ireland. I look forward to building on the platform the business has created in recent years and ensuring we have the expertise available to support all of our clients.”

Managing Director, Anthony Harman commented: “I am delighted that Susan has took up the role as Operations Director for our healthcare division. The need for a clean and safe environment in the healthcare sector is more important than ever before, and I have no doubt Susan is the right person to lead both our cleaning and security teams. With an experienced team around her and long-standing relationships with clients across Ireland, I have no doubt her tenure will be a success.”

The appointment follows Bidvest Noonan’s ongoing investment in its healthcare operations. Last year, the organisation appointed Emma Power as its Infection Prevention & Control (IPC) Specialist to further develop its subject matter expertise in the sector.

From Security Officer to Director of Operations

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When he unexpectedly received an offer to study Natural Sciences at Trinity College, Nick O Connor’s heart was set on becoming a chemist. When his student grant ran out, he got a weekend job in security to support his living expenses. The career in science never panned out and Nick found himself putting more hours in at his weekend job. His path in the security industry led him to Bidvest Noonan as a Site Manager. Almost 30 years have passed since he started in the industry, and he is now Director of Operations at the company.

‘We earned this respect’
Nick credits a large part of his success to treating everyone as equals: “When I talk to my team at Bidvest Noonan, I always encourage them to be supportive of each other and try to approach everything from an empathetic perspective.”

When he began his career, he remembers that security was largely focused on stopping theft and customer service was secondary. Nick marvels at how far the industry has come. “When I started out, I felt there was very little respect for security guards, but now, we’ve earned this respect and industry licencing has certainly helped this. At Bidvest Noonan, our teams are trained in everything from first aid, suicide awareness and dealing with a wide range of challenges. The intention is to support our clients in building lasting relationships with their customers.” We have developed a fantastic, motivated and high-achieving team of people supporting tens of millions of shopping experiences annually.

Photo of Nick O Connor holding a trophy

His first role with Bidvest Noonan was as a security manager at a large shopping centre in Dublin. Although the early part of his career was focussed solely on security, as the service offerings expanded several clients wanted one point of contact overseeing all their services and Nick was asked to oversee them. He recollects, “We would start a contract with one service line and try to operate as best-in-class in that area. All of a sudden, we were providing multiple services, so I took that as a sign that we were doing a good job!”

From then, it was a natural progression. Over the next few years, larger contracts would come under his remit. “With time, some of the larger sites would fall under my domain and a few others in retail also came under my management. Today, I oversee all of the larger retail contracts within our retail portfolio in Ireland across multiple service offerings.” Nick has helped to shape and benefited from Bidvest Noonan’s vision: “The vision that the company follows today was one that I grew with, became fully involved in and got to engage with. I try to get my team involved in it as well. At this stage, we are strong leaders in what we do because we are pursuing a clear vision and have strong values.”

‘The sky is the limit’
Although a lot has changed for him over the years, Nick says, “Even when I started out, my thought process was ‘You should compare yourself to the best and not the worst’. I want to be the best, and I want my team to be the best. Now, as an Operations Director, my primary aim is to make sure that my team is the best. And that’s exactly what customers are looking for.”

Having come from humble beginnings, Nick has managed to build an exceptional career. He explains, “If you’ve got the right attitude, the sky is the limit. That has been my experience with Bidvest Noonan. If you put time and effort into it, there’s no mountain you cannot climb. I’m at a position where I’m happy with what I’m doing. But it hasn’t happened by accident, and it didn’t happen overnight either. Anyone who knows me knows that I put the effort in.”

Building great security teams in the Life Sciences Sector

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Bidvest Noonan supports many of the best-known and most important companies in the life sciences sector. Our clients include companies who produce many of the world’s most important and ground-breaking medicines and biotechnologies. We provide a wide range of services to our customers.

We spoke with Niall Bennis to understand how he prepares his security teams to support our customers in the life sciences sector.

Tell us about your journey and role in security.

I have over 15 years of experience in Security Management. Having worked in several sectors and engaged with diverse customers, I have acquired a vast knowledge of the security industry. I am very passionate about security and customer experience.

At Bidvest Noonan, I am responsible for Security Operations. My primary focus is on supporting the Life Sciences customers of our integrated solutions business unit. My job is to ensure the delivery of the operational plan at all levels, including training and development, talent and performance management, and recruitment and selection. My role is to build strong teams and put the right processes and technologies in place to deliver outstanding results for our customers.

What makes a good security team for the life sciences sector?

I believe that communication is critical to any team. As security teams are also ambassadors of customers’ brands, a good security team needs to be friendly and approachable while remaining assertive and confident at all times. They need to be passionate about security and have developed expertise in the field. A good team will be able to problem-solve and know when to escalate issues. They will support each other and know when to look for support. Good security teams earn our customers’ trust by demonstrating high performance and professionalism at all times.

How do you ensure your teams are prepared to deliver great service to our Life Sciences customers?

We work tirelessly with our teams to ensure they are delivering the best possible outcomes and experience for our customers. We put the right people in the right role to ensure they can be successful. We invest in strong management and subject matter expertise to support our teams.

We deliver bespoke training to our teams through a wide range of platforms to ensure that they are confident and competent in delivering a quality service to the sector. We identify, coach, and reward team members who go above and beyond their daily duties. We are visible and pride ourselves on building close relationships with our customers.

Our vision is to be so important to our customers, so valuable to their business, and provide experiences so good, we are always their partner of choice. What part of our vision resonates with you the most? Why?

Our vision in full resonates with me. The security service we provide makes us an integral part of their business, and we strive to add value through innovation and dedicated teams who always go the extra mile for our customers. We build strong relationships with our customers to always provide the best customer experience. We get this feedback through our engagement with our customers. It’s about trust and transparency.