Co-creation of digital services with and for facilities management in construction projects

Rita Lavikka, Teemu Lehtinen, Daniel Hall

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


The building construction sector is slowly recognizing the financial opportunities of the growing digital service business for facilities management (FM). Digital FM provides service business opportunities for construction project parties, reduces building life-cycle costs, and increases the performance of the building. However, research is needed to understand how the construction sector parties can create digital services with and for FM.This paper presents a case study on the co-creation of a digital FM service during the medical center construction project of the University of California, San Francisco (UCSF) at Mission Bay in California. The sub-contractors and the FM team co-created a quick-response (QR) code system for valves on the project. This digital service is now used by the FM team for training purposes and in emergency situations when information on valves and their service areas is quickly needed. In the future, the service will be linked to building information modeling (BIM) to better benefit from BIM in the operations and maintenance of the center. Researchers made on-site observations, conducted 84 interviews, and reviewed archival data in 2012, 2014, and 2016.Drawing from the case study, this paper provides a framework for successful co-creation of digital FM services within a construction project. The framework consists of three processes. 1) Dialogue process is promoted by co-located project parties and early and continuous involvement of project parties, a liaison, and the FM team’s experience both in construction and FM. 2) Trust building process can be accomplished by providing the FM team with access to projectdocumentation and receiving constructive feedback from the FM team. 3) The creation of a shared understanding about the FM’s needs and the service providers’ ways of satisfying those needs is enabled by project parties learning from each other, FM’s empathy skills, risk assessment, and costtransparency.
Original languageEnglish
Title of host publicationProceedings of the Engineering Project Organization Conference, Cle Elum, WA, June 28-30, 2016
EditorsJessica Kaminsky, Vedran Zerjav
Number of pages17
Publication statusPublished - 28 Jun 2016
MoE publication typeNot Eligible

Publication series

SeriesEPOS Working Paper Proceedings


  • Co-creation
  • facilities management
  • digital services
  • construction project


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