Mobile technologies in facility services: Intensifying of operations with novel process and business opportunities

The aim is to describe the currently experienced benefits and obstacles for enhancing FM services with the currently available technological enablers. Mobile technology has a vide yet largely untapped potential for full mobility or micro-mobility workplaces, typical for FM services. This paper presents an integration of several studies conducted at VTT to identify the current benefits and obstacles of mobile technology as perceived by Finnish FM professionals. The main means of the study were (1) to describe the current technological enablers for the utilisation of mobile technology at FM settings and (2) to interview the FM professionals on their perceived benefits and obstacles of the utilisation of the currently available technology. Though the empirical part is limited to Finnish settings, the observations are likely valid in several other developed countries as well. The findings of the empirical part include currently feasible mobile solutions and their perceived limitations. The experienced benefits are discussed and critical success factors are nominated. The perceived benefits are mostly related to improved resource efficiency and quality control. The essential success factors and remaining obstacles are discussed. The change of practice to support the exploitation of mobile technology is emergent. The paper gives experience-based suggestions for both demand and supply sides of the service procurement to gain the feasible benefits and avoid the currently hindering obstacles, as the paper provides insight on current and future tools for the mobile aspects of FM. The findings are relevant for the service providers and operators as well.