2025年AI重新定义设施管理的未来：AI驱动设施管理转型的五大路径研究报告（英文版）-Mitie

RedefiningthefutureofFMwithAI.

Fivewaysartificialintelligencedrivesfacilitiestransformation

AI-drivendigital

transformationforfacilitiesmanagement

Takingcareofbuildingsandestatesisbecomingmorecomplexand

demanding.Thepeoplewhouseyourspaceswantmoreinnovation,moresenseofcommunityandmorecollaborationfromtheservicesand

experiencesyouprovide.Governmentlegislationandpublicpressureareintroducinganimmediateneedtoreduceemissions,embracerenewableenergyandprovidemoretransparentreporting.Andallofthisis

accompaniedbytheever-presentneedtodemonstratevaluefromthespacesyourbuildingusersoccupy.

Meetingthesedemandsrequiresdata-drivenintelligence.Thekindthatprovidesvisibilityacrossentireestates,pinpointswhereemissionscomefrom,identifieswheresecuritythreatslieandhelpsteamsonthegrounddeliverexceptionalservicesandexperiences.

Wefirmlybelievethatdataiskeytodrivingchange–tomovingbeyond

SomeimagesinthisreporthavebeenAI-generated

facilitiesmanagementtofacilitiestransformation.Andnow,aneweraofAIisredefiningwhatwecanachievewiththedatageneratedbyourbuildingsandservices.

AImakesfacilities

TRANSFORMATION

morehumanlypossible

AIforfacilitiesmanagementpromisesafundamental

evolution,withthepotentialtopermanentlytransformthewaybuildingsandplacesaremaintained,managedand

protected.

WiththepowerofAI–supportedbytherightdata–youcanuncovermoreinsights,faster.Butthisisn’tabout

replacingpeople;it’saboutenablingthemtoachievemore.

AIcanenhancehumanexpertisewithinsightsthatare

machinerecommendedandhumanverified–automatingroutinetaskssopeoplecanfocusonthebitstheydobest.

ThisishowAIcanexpandthescopeofwhat’shumanly

possible…

Butwhatdoesexpandingthescopeofwhat'shumanlypossiblemeanspecifically?Andwhatdoesitmeanforyou?

Toanswerthatquestion,thisguideexploresthefivethemesthatsupportourownAIambitionswithourAI-enabledproductsuite,IntelligentX.

THEME

THEME

THEME

01

02

03

VISIBILITY

READINESS

AGILITY

THEME

04

EXPERIENCE

THEME

05

RESILIENCE

1.Visibility

Movefromblindspotstohyper-awareness

DrivechangewithAIpoweredinsights

Thefirststeptowardsimprovingyourbuiltenvironmentisunderstandingitscurrentstate–whereeachweaknessandopportunitylies.Dataalreadyplaysahugepartinthis

process,providinginsightintohowbuildingsareusedandthebestwaytomanageandoptimisethem.Butprocessingdataandderivinginsightsmanuallycanbetime-consumingandcostly…

AIcanautomatethisprocessandtakethatunderstandingtothenextlevel,paintinganin-depthpictureofthebuiltenvironmentandFMproductivitybasedonreal-timedataandpeer-andindustry-specificbenchmarks.

Thecatalystforfacilities

transformationisgainingaclear

understandingofhowyourbuilt

environmentoperatestoday;whereeveryrisk,costandopportunityforimprovementlies.Visibilityiskey”

MichaelMoulsdale,HeadofAIProductsatMitie

Thisenablesyoutoconsistentlymakethebestdecisions

foryourestateatthebesttimes,fromimplementing

AI-basedpredictivemaintenancecanincreaseuptimebyupto

20%andreduceannual

maintenancefeesbyupto10%(

McKinsey

)

demand-ledcleaningandproactivemaintenancetoreducingwastebypoweringoffequipmentwhenbuildingsaren’tinuse.

Themostimportantingredientisgooddata

Becauseweself-deliveracrossallourservices,wehaveoneofthemostgranularstructuredandunstructureddatasetsinthemarket,includingengineeringcallouts,security

incidents,time-to-clean,energyconsumptionandmore.

And,becauseit’sourowndata,weknowit'sdatawecantrust–whichiscrucialforthesuccessfulimplementationofAI.Ultimately,thisenablesustosummarisethatdata,

recommendbestactions,predictevents,andautomateprocesses–whilestillallowinghumancontrol.

ThroughusingAItoanalysethisdata,wecandetect

anomalies,diagnoseissuesandanddiscovermorewaystoimprovehowbuildingsaremanaged.

2.Readiness

Gofromhindsighttopowerfulforesight

Fixproblemsbeforetheyarise.Grasp

opportunitiesbeforeeveryoneelse

Whetheryou’relookingtogetaheadofasset

maintenancetoavoiddowntime,ormakesureyoursitesareprotectedfromunseenthreats,beingabletopredictwhatliesaheadcanbeagamechanger.

Proactiveservicescanbekeytoensuringuptimeandproviding

exceptional,uninterrupted

experiencesforthepeoplethatuseyourfacilities.OneofthebigbenefitsofAIisitsabilitytospotpatternsinunstructureddataandshinealightontheareasthat

needourattention”

DanielBlake,DataDirectoratMitie

AI’sabilitytointerprethugeamountsofdataand

identifypatternscandeliveronthepromiseof

predictiveanalytics.Fromaccessingthreatintelligenceforpublicspacestoanticipatingassetfailuresbeforetheyhappen,youcanmoreeffectivelyprepareforwhat’snextandplanresponsestocritical

situationswellinadvance.

Theresultisgreateruptime,lowercostsandmoreconsistencyinyourday-to-dayactivities.

Buildingthebest,withthebest

AtMitie,we’vealwaysrecognisedtheimportanceofpartneringwithindustryleaders,whichiswhywe’veforgedstrategic

relationshipswithAItrailblazersincludingMicrosoft,IBM,AWS,SalesforceandServiceNow.

EachofthesepartnerssharesourcommitmenttousingAIresponsibly.Andtheyalsoallowustobringthelatest

innovationstoourcustomers.

WeuseMicrosoftFabrictouncovernewinsightsindata,

MicrosoftCopilotandIBMWatsontomakeknowledgeandexpertisemorereadilyavailable,andAWStocreatedigital

twinsofclientenvironmentssotheycansimulateandexperimentwhileremainingoperational.

3.Agility

Gofromreactivetoproactiveservices

Knowwhereandwhenpeopleareneeded

Theeffectivenessoffacilitiesmanagementreliesonyour

abilitytoreactquicklyandeffectivelytothevaryingdemandsfromthebuildingsyoumanage.Agilityiskey.Buttobeagile,youneedtoknowwhereresourcesarebestdirectedatanygivenmoment.

Youcanhavecamerascoveringeveryinchofyourestateandreamsofdataonassetperformance–butunlessyoucan

processthatinformationquicklytoidentifyandaddressissues,it’soflittleuse…

Withcomputervisionanalysingfootage,sensortechnologyprovidinginsightintobuildinguseandBIapplicationsbringingalltheseinsightstogetherinoneplace,youcangainthe

visibilityrequiredtodeployresourceswhenthey’reneededmost.

Thisleadstogreaterresponsiveness,butitcanalsoreducethecoststhatrackupthroughunnecessary

overprovisioning.

AIcanbedeployedtoalertserviceteamstonearbyspills,forinstance.Ortodiagnosefaultssoengineersarriveequippedtofixthem–orevenenablethemtodosoremotely.It’sthislevelofinsightthatallowsFMpartnerstoactivelyplan

servicesandstreamlineworkflows–augmentinghumaneffortandeliminatingwastedtime,costsandcarbon.

Knowingwheretodedicateresources

throughdataledinsights,andreactto

changingdemandsofthebuildingusersisnotonlykeytokeepingyourbuildingsclean,safeandoperational,butalsodrivesefficiencyandsupportscostreduction’

NickHealth,DirectorofCleaningatMitie

Unlockingpotentialandempoweringpeople

WebelievethisiswhereAIreallyshines.Weseeitasaninvestmentinpeople,usedtoempowerthemtodo

better,moreinterestingandmorefulfillingwork–likedata-drivenanddemand-ledservices.

It’svitalthateveryonefeelsempoweredbyAI,from

frontlinecolleaguestosectorspecialists.Thatwaytheycanfeelconfidentinleadingthenexteraoffacilities

transformation.

Tothisend,ourDigitalAcademyprovidespersonalisedtrainingtoimprovedigitalliteracyandgivepeopletheskillsneededtoharnessourtechandmakethemostofAI.Similarly,ourFacilitiesTransformationHubisalwaysexploringnewopportunitiesandthepracticalwaysnewtechnologiescandrivetransformation.

4.Experience

Gofromdailydisruptiontoeverydaydelight

Createcommute-worthyspaces

Intheageofhybridandremoteworking,creatingcommute-worthyspacesisapriority.AndAIhasahugeroletoplayinprovidingclean,safe,greenenvironmentsandexceptional

experiencesforthosethatuseyourfacilities.

WithAIyoucangaininsightintounderutilisedareas.Thiscanhelpfacilitiesmanagersmakeinformeddecisionsabout

reallocatingspacetomeetchangingneeds,orbasecleaningandmaintenanceschedulesonreal-timeinformationarounddemandanduse.

AIcanevenhelpyouimprovetenantandoccupantsatisfactionbypersonalisingenvironmentsbasedonindividualpreferences,automaticallyadjustingelementsliketemperatureandlightingtoimprovecomfort.AndAIchatbotscanprovideinstantsupportforcommonqueriessuchasbookingsoramenities.

Thebuiltenvironmenthasa

profoundimpactonemployeeandcustomerexperiences,intermsofbothcomfortandconvenience.

Andthisisespeciallytruenow,wheretheroleoftheworkplaceischanging.AIcanprovidea

competitiveadvantageand

encouragepeoplebacktotheoffice”

AnindyaBiswas,ChiefDigitalProductOfficeratMitie

Evenbeforethisstage,AIcanplayavitalroleinhelping

architectsanddesignersmapoutspaceandcreatetheoptimalenvironments.Theopportunitiesarenearendless.

SettingstandardsforAIuse

Ifwe’reusingAItomakedecisionsaboutthespaceswherepeopleworkandtoimprovethehumanexperience,thenwemusthaverobuststandards.AIhastobeatoolwecantrusttodeliverwhatpeoplewantandneed.Forthatreason,westrivetosetthebenchmarkforAIusestandardsinour

industrywithourEthicalUseofAIpolicyandanestablishedAIEthicsBoard.

Thesefoundationsensurethatoursourcing,evaluation,developmentanduseofAIisinlinewiththeverylateststandards–andthateveryusecaseisservingthepeopleit’sintendedtohelp.TheyensurethatAIdoesn’tincludebiasthataffectsmarginalisedgroups,andtheyenableustobe

transparentaboutthedataweuse,andhowouralgorithmsandAImodelsputthatdatatouse.Allofthisinstils

confidenceinourcolleagues,clientsandstakeholders–thepeopleAIisdesignedtoserve.

5.Resilience

Gofromworryingaboutdowntimetoworkinguninterrupted

Workwithoutdistraction

Downtimecanhaveamajorimpactonallorganisations,sokeepingoperationsrunningsmoothlyandminimisingtheimpactsofthreatsisvital.WithAI-poweredinsights,youcanspotandremedyincidentsbeforetheybecomeaproblem,fromblockedfireexitstokeyassetsinneedofmaintenance.

ThisdramaticallyincreasesresponsetimesofFMteams.Butitcanalsohelpyouremaincompliant,minimisedowntimeandmakesurethosewhouseyourbuildingscanstayfocusedonthetaskathand.

Resilienceisattheheartof

exceptionalfacilitiesmanagement.Youneedtobeabletodependonyourbuiltenvironmentatall

times–andAIcanprovidea

windowintoitsinnerworkingstohelpensureassetsremain

operationalwhenyouneedthem

most.

DanGuest,ManagingDirectorofTechnicalServicesatMitie

”

Keepingyourestatesecure

Cyberthreatsareacommoncauseofdowntime.Andthe

moretechyouintroducetoyourfacilities,thebiggeryourthreatlandscapebecomes.Forthatreason,weprioritisethehigheststandardsofsecuritytosafeguardyourdataand

environments.

We’veinvested£18moncybersecurityalone.Ourapproachinvolvesthecontinuousmonitoring,evaluationand

enhancementofoursystems,ensuringyourdataremainssecurewhiledeliveringaddedvalue.Andwe’rebackedbyleadingcertificationstoproveit:

.HighestcybersecurityratingofA(98)fromindependentbenchmarkingcompany,SecurityScorecard

.ISO27001:2022accredited

.CyberEssentialsPluscertificationfromtheNationalCyberSecurityCentre

Mitie:Wheretechnologyandpeoplecombine

OurapproachtoAI

AtMitie,ourworktransformingthebuiltenvironmentcombineshighly-skilledpeoplewiththelatesttechnologytoenhancefacilitiesmanagementprocesses.It’san

approachwe’vebeenrefiningforyears.AndasAItakescentrestage,it’snowourgoaltobeanindustryleaderinthatspace,too.

We’realreadyusingAItodeliverintelligent

engineering,intelligentcleaning,intelligent

securityandintelligentprojects.Acrosstheseareasofoperation,AIhelpsussummariseinformation,

recommendbestactions,predictincidentsandautomatetime-consumingtasks.Ultimately,itarmsourexperts

withtheinsightsneededtodrivemeaningfulchangeforyou,ensuringtheireffortsaretargeted,prioritisedandalwaysimpactful.

OurIntelligentXservicesaredeployedacrossfourkeyareasofouroperations

Intelligentengineering

We’rearmingouron-site

engineerswiththeinformationtheyneedtodeliverafirst-timefix,asoftenaspossible–

improvingoperationalefficiencyandreducingcostlydowntimeforclients.

Intelligent

cleaning

WithAI-poweredinsightsandintelligentspilldetection,we’reembracingdemand-ledcleaningsoourpeoplecanbedeployedwherethey’reneededmost–formoreefficientworkflowsandabetterexperienceforall.

Intelligent

security

Protectyourpeople,propertyandassetsthroughpowerfulAIanalyticsandintelligent

foresight.WithAI,wemake

spacessafer,protectagainst

lossesandhelpourclientsstayastepaheadofanypotentialthreats.

Intelligent

projects

We’reacceleratingthepathtonetzerobyofferingintelligentinsightsonemissionswithinthebuiltenvironment–fuelling

solutionsthatbringourclientsclosertotheirdecarbonisationgoals.

Howwedoit…

Inthelastsixyears,we’veinvested£160millioninourdatainfrastructure.

Ourda