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How to Manage Client Trust in the Facility Management Sector

Throughout the Facility Management Sector, it is critical for an organisation to deliver a level of service to meet contract compliance, retain business and provide first class customer service.

In every business, it is essential to establish and nurture a culture of trust amongst the workforce, for managers of large, remote workforces, it is critical to the success of the organisation. Remote workforces are concerned, proof of service delivery is vital for building and maintaining trust with clients. Many clients now insist upon independent verification of visits and missed, or late visits can undermine relationships.

Historically, remote workers would fill out a timesheet stating that they had begun their shift at their designated time, (on the dot of course!) and finished on time. Timesheets were then passed to management to trawl through and subsequently authorise payroll and a degree of trust would be hung on the member of staff for providing a true and accurate account of their time whilst on site.

The unfortunate reality is that the member of staff may have arrived at work a minute or two late on a couple of occasions or finished up early to get home to let the dog out or put the dinner on. All of which would have been on the client's time and at the expense of the supplier's reputation. A few minutes here and there, multiplied by 300 schedules shifts can mount up to hundreds of hours in extra pay.

Paper-based timesheets can be easily manipulated and difficult to police, leaving employers to pay the price via inflated payroll and reduced productivity. In the most recent Annual Fraud Indicator report compiled in May 2016, it was estimated that payroll fraud was the culprit for $12bn in losses, a staggering 8% of the total cost to the private sector. The trust is broken and the relationship damaged when the client receives a sub-standard service because his suppliers are not delivering contracted hours, or the work is not completed either on time or up to standard promised.

The solution is for the individual worker to be held accountable and to deliver the hours and standard of work that they are being paid for. Without a designated manager standing over each member of their workforce, Ezitracker allows the manager to stay vigilant and monitor the entire workforce with the data captured.

Using accurate, cloud-based time and attendance monitoring solutions such as Ezitracker, remote workers can log in and log out using personal pin numbers to verify their time of arrival and departure. This kind of system works well for lone worker safety compliance as well as tracking and monitoring when work has been completed on site, by whom and if there were any issues.

Using the Ezitracker time and attendance system, should a member of staff not clock in, the manager is alerted to the fact and quickly able to address the issue and replace the member of staff on site before it becomes a problem. If a worker fails to log out, an alert is raised for administrators to check their employee is safe or take appropriate action. With remote workforce management solutions, managers of large workforces can create quality audits to evidence 'contract and health & safety compliance.