Service standards score highly at international cricket venue. The Kia Oval is one of the UK’s best-known sporting venues – home to Surrey County Cricket Club and host to an array of international cricket matches. The ground, complete with the impressive four tier OCS Stand, has a capacity of 23,000, with conference and banqueting facilities including 57 executive boxes and 19 function rooms.
The Kia Oval is one of the UK’s best-known sporting venues – home to Surrey County Cricket Club and host to an array of international cricket matches. The ground, complete with the impressive four tier OCS Stand, has a capacity of 23,000, with conference and banqueting facilities including 57 executive boxes and 19 function rooms.
In 2005, LSS, an OCS Group company, replaced the in-house maintenance and security teams and the outsourced cleaning service, to provide a complete facilities management service. In 2011 the contract was re-branded OCS.
OCS is very much part of the Team here at Surrey County Cricket Club, there have been significant improvements and we value our relationship tremendously - Charlie Hodgson, Commercial Director, Kia Oval.
The OCS approach
The OCS approach involved replacing the existing disparate teams with a consolidated facilities management team with one manager responsible for coordinating all support staff. A facilities manager reports to the client and directs a head of maintenance, head of housekeeping and security team leader. OCS has promoted the status and visibility of support staff at the venue so they are now regarded as very much front of house and seen as part of the overall Surrey County Cricket Club team.
The OCS solution
The service delivery solution had one main objective – to raise standards across the venue. To ensure this was achieved at an early stage of the contract OCS adopted a number of practices including:
- Installing a helpdesk system
- Providing staff with Surrey County Cricket Club uniforms
- Giving staff five star training
- Collating all supplier information and systematically developing a CAFM database
- Bringing sub-contracted work in-house where feasible
- Benchmarking suppliers to ensure value for money for the client
The OCS full stadium TFM service solution now includes:
- Match day stewarding services
- Waste management
The client benefits
Staffing efficiencies - provision of a database of casual staff providing the client with the flexibility required to cover a busy conference and banqueting schedule and a comprehensive cricket calendar, which for a Test match requires over 150 casual staff operating on a 24-hour basis for five days.
Cost savings - reduced stewarding costs by 30 per cent by providing a flexible resource programme based on ticket sales and crowd risk dynamics.
Contract efficiencies - re-engineered the sub-contracts supplying PPM services and saved Surrey County Cricket Club 15 per cent on annual spend.
Reduced carbon footprint - the team has instigated a successful recycling programme that recycles over 50 per cent of waste generated during events - this accounts for 35 tonnes over the course of a Test match.
Improved visitor experience - implemented a programme that trains our staff to focus on customer service, attention to detail and fully understanding how their actions affect visitor experiences.
System standardisation - installed a complete CAFM package which includes helpdesk and scheduling of works. The software has been integrated into the club systems, with club staff having access which allows them to easily book in visitors, make requests and log calls.
One team - a one-team approach with all OCS staff integral and identifiable members of the club team.