Maximus

About the client

Maximus is an established, provider of employment, health and disability services, assisting people to find sustainable work and improve their health outcomes. It works alongside government, local authorities, businesses and voluntary organisations across the UK, with a nationwide property portfolio of over 160 buildings, required to assist it in delivering these essential services.

The need

Prior to the contract with Q3, Maximus engaged numerous FM service providers across its supply chain, some of which had not been checked for accreditations and insurances. There was limited compliance information and supporting certification, because of the absence of a centralised CAFM system and helpdesk.

This created issues of inconsistent service delivery and management of costs, as well as complex administration headaches created by the need to process thousands of invoices each month. Additionally, there were limited key performance indicators (KPIs) in place for many of the most essential services.

The Q3 solution

Q3 implemented an Integrated Facility Management (IFM) contract tailored to the specific needs of Maximus and designed to resolve its major challenges.

One of the first tasks undertaken by Q3 was the validation, consolidation and ongoing management of the Maximus’ end-to-end supply chain. Having ensured that all supply chain members were correctly accredited and aligned with the client’s processes and aspirations, the Maximus supply chain was able to operate far more efficiently and cost effectively.

Q3 quickly established a helpdesk facility using the Facilio software platform, which incorporates an easy-to-use web portal and app, and a chat option allowing users to keep in touch and receive rapid response to any queries and requirements.

The system also generated detailed and comprehensive reports on all key metrics, providing rapid access to clear and concise information on all FM operations. These are presented in real time, showing the position of the estate at any particular moment, rather than providing estimates or expected outcomes.

The Facilio system also integrates with SFG20 (the industry standard for building maintenance) allowing Q3 and Maximus to implement a simple step-by-process to ensure that all buildings are compliant and improving Planned Preventive Maintenance (PPM) processes.

This combination of measures quickly improved the situation, created proper management controls and delivered numerous enhancements across the Maximus estate.

Results

Maximus now has complete control of its entire FM operation, managing every aspect of tasks from initial quote to final invoice. The company also has visibility across its estate and is now able to easily show exact, high levels of compliance and the progress of tasks being implemented, to deliver further improvements in the future.

Maximus benefits from reduced maintenance costs through proactive repairs, improved operational efficiency, and enhanced service delivery from Q3.

Maximus and Q3 both benefit from data-driven decision making and higher levels of collaboration.

Instead of thousands of invoices being generated per month, Maximus now receives just three per month for each of its divisions.

In 2024 the contract was extended for a further four years.

“We feel in Q3 we have found a facilities provider that can support our needs and is in tune with our cultural and social values. It’s a bespoke solution that totally supports and enhances our daily business activities.”

Richard Piggin, Facilities Management Director at Maximus