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WelcomePhil Bentley, Chief Executive
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We’re nothing without you…
…and Natasha …and Keith …and Dave
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• Sales up 6%
• Operating Profit up 6%
• £140m improvement in our Balance Sheet
• Bought Vision Security and Global Aware
• Strategic Partnerships in Pest and Catering
A year in Mitie… A year of achievement
20%G RO W T H I N C O N N E C T E D
W O R K S PA C E
C O S T S AV I N G S F RO M
P RO J E C T H E L I X
£45m
+33% S H A R E
P R I C E
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• Contribute 60% of our
Sales
• 12% Revenue Growth
• Focus on SAM’s
Our hard work is paying off with our customers…
Mitie’s customer service is
excellent. They make sure they
know their client and then
tailor their service provision to
match the needs,
requirements and culture of
their client base.
2 0 1 9 N P S S U R V E Y
“
“
N P S I M P R O V E M E N T
+39 P O I N T SO V E R
2Y E A R S
R E C E N T G O V E R N M E N T
5F R A M E W O R K
A P P O I N T M E N T S
S T R O N G R E T E N T I O N S
O U R T O P 3 8
S T R A T E G I C A C C O U N T S :
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We are building a winning Sales Team…
1 in 2W I N R AT E
£10bnP I P E L I N E
H I G H P R O F I L E W I N S
???
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•
• ‘People Hub’ single HR system
• Learning & Development hub
• Recruitment portals
• New Reward & recognition programmes
• New induction platform
…and a great place to work…
M I T I E S T A R S A W A R D
3,634 people received a 2,226
People employed
above the current
UK retirement age
of
66
800A P P R E N T I C E S
52,500C O L L E A G U E S
£400KTotal savings for
our colleagues on
Mideals
Engender
Proud to Be
Enable
Generations
Chord - BAME
E M P L O Y E E E N G A G E M E N T
Employee engagement
improved to 45% from 33%
last year following:
Mitie Military O U R U P L O A D S U R V E Y
15,218 people completed
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…But not everything has worked as well as we’d hoped
E N A B L I N G I N F R A S T R U C T U R E C U L T U R E
Genpact / India
IT Systems
Payroll
One Mitie
A Great Place to Work
Reward & Recognition
Empowered to Win
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13:00 Welcome from Phil Bentley
13:25 Finance Update with Paul Woolf
13:30 Building the Future with Carlo Alloni
13:55 Enabling Infrastructure with David Cooper
14:00 Break
14:30 One Mitie with Simon Venn
15:00 Creating a Great Place to Work with Jo Davis
15:30 Reward & Recognition with Jason Towse
16:15 Empowering Mitie 2.0 & Q&A with Phil Bentley
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A good day today looks like…
• Lots of energy and engagement
• Lots of ideas and challenges
• Clarity on ‘Mitie 2.0’ priorities
• What I need from you to get to ‘Great’
• What will you take away from today?
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Paul Woolf, Chief Finance Officer
Finance update
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Paul Woolf, Chief Finance Officer
Finance update
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Carlo Alloni, MD Hard Services
Building the future
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The world is going digitalChanging the way we stay informed …
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The world is going digitalHow we pay …
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The world is going digitalHow we socialise …
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The world is going digitalHow we work …
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We must also go ‘digital’ to deliver value to our clients
£10,000+ Cost per desk per annum !
3,000 kWhEnergy consumption per desk per annum, equivalent to 6 x 60w lightbulbs always on !
60% average space utilisation
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Engineering Services is embracing this transformation
Planned Maintenance
Jobs
Reactive Jobs
Completed
Assets Maintained
First Time Fix
2.5m 1.5m 5m72%
Addressable Cost £344m* pa 85%
* Note: Exclusions: Fabric, Specialist Subbies, Consumables, Projects
Incremental Cost
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Using technology to deliver high performance buildings
• Input base
• Planned
• Reactive
• Manual
• Experience driven
• Outcome base
• Demand lead
• Predictive
• Automated
• Data driven
Today – Compliance Driven Tomorrow – Performance Driven
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Digital is at the centre of our transformation strategy
From manual to
automatic
From local to remote
management
From reactive to
predictive
Digital
Transformation
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We are working on key enablers
Technical assets can be managed remotely
Up to
30%
Associated orders can be processed remotely
Up to
40%
A R I A
Powered by our
chatbot, Esme.
S O C
Service Operation Centre
M O Z A I C
Our reporting and insight
web portal
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The Future is NowUsing cutting-edge technology to empower our engineering workforce
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10 years ago, did you ever think you could…
P I C T U R E S I N Y O U R P H O N E
1000+
Anytime,
anywhere
Be able to watch
almost any TV
show
A C C E S S
Millionsof songs at your fingertips
We need to embrace the digital transformation
• We need your support and engagement
• Your knowhow, experience and ideas are fundamental for a successful transformation
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David Cooper, Chief Technology Officer
Enabling Infrastructure
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What can we do to break down the silos?
We would like your thoughts…
How can we do more for Reward and Recognition?
How can technology improve one key activity within your role?
Name one thing we could do to become an even greater place to work
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See you back in 20 minutes
Break
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Simon Venn, Chief Government & Strategy Officer
Becoming One Mitie
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What can we do to make Mitie a better place to work?
You Said:
Truly be One Mitie
Break down the individual businesses and focus on becoming One Mitie
More collective buy-in to 'One Mitie’
Change the siloed culture
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We are greater than the sum of our parts!
• Clear & achievable goals
• Clear roles and responsibilities
• Sense of purpose
• Open communication
Fundamentals
• Shared commitment
• Joint accountability
• Values and behaviours
• Diversity
Team• Empowerment/SAMS
• Recognition/Mitie Stars
• Talent optimisation
• Shared leadership
Leadership
MITIE
WINNING
CULTURE
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We are greater than the sum of our parts!
Whether you think you can
or whether you think you
can’t, either way you’re
probably right
Henry Ford
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Strategic Account Managers (SAMs)!
• Pivotal Role – ‘One Mitie’ approach
• Single point of communication and accountability
• Responsible for service delivery & accelerating
account growth - empowered to decide and
take action
• Build trust & customer advocacy
Empowerment & Accountability
57%( £ 1 , 2 5 5 M ) O F O U R F Y 1 9
R E V E N U E
C O N T R I B U T E D
G RO W T H F RO M F Y 1 8 TO
F Y 1 9
12%D E L I V E R E D
S T R AT E G I C A C C O U N T
N P S S C O R E D M O V E D
28ptsTO + 7
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The UK’s leading FM company
57%
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34
The Mitie WayT A L E N T H U B P E O P L E H U BM I T I E F I R S T
D O W N L O A DR E C A P Y A M M E R
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“Whanau”
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“Whanau”
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“Whanau”
Consultants
Nurses
Anaesthetists
Scientists
Surgeons
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“Whanau”
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Jo Davis, Group HR Director
Creating a great place to work
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What is our focus?
Cleaning up Our people data
Technological Foundations
Employee Brand
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Licence to
Operate
Licence to
Lead
Apprenticeships Academy
Frameworks
Talent
Development
Your Learning & Development
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What is our focus?
Licence to
Operate
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What is our focus?
Licence to
Lead
Bronze
Silver
Gold
Platinum
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What is our focus?
Apprenticeships
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Your Learning & Development
Licence to
Operate
Licence to
Lead
Apprenticeships Academy
Frameworks
Talent
Development
Launches
October 2019
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Social Value at Mitie
EmploymentResponsible
businessCommunity Environment Innovation
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Volunteering at Mitie
367,500 hours
1000 weeks
19 years
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What’s in the bag?
The most sought after badge!
The Mitie Social Value Report 18/19
Our brand new magazine!
Tea and biscuits to deliver your own Team Talk
Manager’s Pocket Guide: Everything you need to pass on the message!
The latest Values cards!
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Jason Towse, MD Soft Services
Reward & Recognition
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What we’ve done over the last 12 monthsL O N G S E R V I C E A W A R D S M I T I E S T A R S # F E E L G O O D F R I D A Y
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Communicating your achievements
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Celebration Hub
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Celebration Hub
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Empowering Mitie 2.0Phil Bentley, Chief Executive
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Empowerment and delivery over the next 2-3 years
• Focussing on our CORE customers and capabilities
• Simplify/automate what we do
• Continuing acquisitions/disposals programme
• Leadership in Service Delivery
• Leadership in Developing Talent
#1 i n what we do
£200 m i l l i on p ro f i t
£4 b i l l ion sa le s
GETTING TO
1-2-4
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The way we do things around here
• Focus on ‘Caring’
• A good ‘Corporate Citizen’
• Taking ownership to deliver
• Enjoying the consequences of our success
• A ‘Great Place to Work’
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Thank you!
Dhan'yavāda
Dziękuję Ci
Grazie
Obrigado
Gracias
Mulțumesc
AčiūKöszönöm
Dank je
ĎakujemБлагодаря ти
Merci
Danke Děkuju
Mahadsanid
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