ISS 2020 Vision Future of Service Management | Page 73

59%
34%
6%
Higher
expectations
Somewhat
higher
expectations
Same as
today
0% 0% 0%
Somewhat
lower
expectations Lower
expectations N/A
Figure 32: In relation to today, how do you think expectations towards facilities management will develop
towards 2025? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
Yet, despite the positive growth, FM service providers continue to be challenged in the
commercial office and retail sectors since outsourced FM services are approaching a saturation
point in many high income markets. Further growth depends on expansion. These findings
rationalize the following trends, as described in ISS 2020 Vision: The Future of Outsourcing
and Perspectives for Facility Management: 99
• Consolidation of the market: With a greater amount of mergers and
acquisitions, the number of large FM providers is growing – focused on winning
enough business to fill their capacity.
• New niche specialists: Increased pressures to create efficiencies through both
cost and energy savings, for example, will favour specialists with expertise in
energy management – providers are likely to become key players in the delivery
of energy/carbon reduction.
• Expansion and diversification of service provision: Expect more activity in
other end use sectors such as manufacturing, warehousing, energy, utilities and
privatized transport services.
Four worlds of service
FM is also experiencing a shift in focus towards more comprehensive talent management,
creating dynamic workspaces and driving behavioural change among employees in customer
organizations, while reducing FM’s labour intensity and improving its ability to use data
analytics to drive service delivery. 99 Due to megatrends − such as individualization and
immaterialization – and changes in Service Management, there will be increased emphasis
99 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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