The Science of Service Podcast

After the Covid-19 pandemic emptied offices and drastically altered our ways of working, organisations were forced to adapt. But four years on, what’s next for the modern workplace?

Chris and Ian explore the transformation of workplace experience, the ongoing impact of the pandemic and the rapid digital adoption driven by the shift to hybrid working. They visit Royal London’s head office to explore technology’s role in creating a seamless employee and visitor experience. They also get a glimpse into the future, where technology and AI will continue to shape the evolution of the workplace. This brave new world could offer even greater flexibility and enable colleagues to be even more creative.

The world of security is evolving. The increasing severity, frequency and sophistication of threats need solutions advanced enough to cope with these new challenges.

Chris and Ian dive into the innovative world of protective security – and explore what it means for today’s biggest organisations. They get a glimpse behind the scenes of security at two of London’s most iconic spaces, learning the secrets of how The Shard and Eurostar’s St Pancras hub are kept safe. There’s a fine balance between robust measures and maintaining a seamless customer experience.

Have you ever wished you had a robot to do the cleaning? For some, it isn’t just a pipe dream.

In this episode, Chris and Ian explore the leaps in technology that are driving innovation in hygiene. They visit John Radcliffe Hospital in Oxford to learn more. Thanks to the convergence of data analysis and technology like service ordering apps, patient experience is being transformed. Our hosts also discover the power of robotics in hygiene and patient care, as well as the rise in eco-friendly cleaning solutions. This revolution isn’t just enhancing efficiency, but also improving patient outcomes.

With the UK Government’s commitment to reach net zero by 2050, organisations are feeling the strain of decarbonisation targets. But in the challenge lies opportunity. Ian and Chris learn how facilities management is stepping into the breach, delivering sustainable solutions to keep customers on track. Ian ventures to Halifax, where he descends three storeys below ground to see Lloyds Banking Group’s ground source heat pumps in action. And in Chelmsford, Chris learns how the archives at Essex Records Office have been made more sustainable. Across the board, data and technology are playing a decisive role in decarbonisation.

When Mitie’s CEO, Phil Bentley, invites hosts Ian and Chris to learn how the UK’s leading FM company is handling industry disruption, they jump at the chance. On a trip to Mitie HQ in the Shard, they hear how facilities management has morphed from mops and buckets to drones, HoloLens glasses, proptech, artificial intelligence and more. This transformation is reflected in Mitie’s Science of Service approach.