ISS 2020 Vision Future of Service Management | Page 80

In the future, automation will continue to affect the FM industry, allowing service providers to
achieve greater scale through more efficient work processes, enabling them to (1) offer mass-
customized utility services on the one hand, and (2) offer highly personalized relationship-
driven solutions on the other hand. 109 Interviewed subject-matter experts believe that: “it will
probably have a big effect in the future; we already see robot vacuum cleaners and scrubbers;
we see drones starting to be used for visual inspection; and we already see apps being used
to send information to Facility Managers.” 110

109 Groen, B. ISS 2020 Vision: Future of Service Management, 2016.
110 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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