CASE STUDY:

Heathrow Airport

The Client
Heathrow Airport Limited (HAL) is the world’s
busiest two runway airport, and the world’s leading
international hub airport. 70 million passengers
pass through it every year – that’s nearly 200,000
passengers per day. The airport is of huge strategic
importance both globally and for the UK, allowing
passengers and freight to transfer to onward final
destinations, effectively linking up countries at oppo-
site ends of the globe.
Providing 'Mission Critical' Services
‘Putting the passenger first’ is the primary
objective for HAL at both of the Terminals
in which ISS operate the Soft+ services (T2
and T4). HAL wants to be the hub airport of
choice in the UK and to make their facilities
as passenger friendly as possible and as easy
to move through as they can be.
Our operations are designed in consideration
of the need for our services not to obstruct
or hinder passenger flow in any way and
our employees receive training to facilitate
passenger movement and convenience, e.g.
through way finding.
Additionally our methodology revolved
around making the focus of our service
delivery the passenger dwell areas. Areas
identified as being ones where passengers
would naturally dwell, e.g. queuing points
and waiting rooms, were prioritised as areas
that would receive a premium cleaning
service so as to deliver the best impression,
what HAL called ‘the wow factor’. Where
passengers would regularly visit but would
largely pass through without dwelling, the
service priority would be slightly lower but
still considered important and receive a high
level of attention. Finally back of house areas,
where there was no passenger interaction,
were given the lowest priority since these do
not impact on passenger experience.

HAL opened the newly refurbished Queen’s Terminal

(T2) formally in June 2014 – ISS have been working
with HAL at T2 since August 2013 and at T4 since
Key Facts
April 2014. SERVICES
Both T2 and T4 include the
following services:
• Cleaning and waste
management services
• Fabric and basic M&E
services
• Internal logistics
• Damage control
• Drain jetting
CONTRACT OVERVIEW
Value per annum: £6.5m
Start date: August 2013
Term: 5-year contract to 2018
MISCELLANEOUS
• Contract uses SIM@ISS
• Solution benchmarked
against a number of
ISS operations in both
domestic and international
airports
• ISS maintain the unique
piece of T2 artwork -
Richard Wilsons 'Slipstream'

FACILITY MANAGEMENT | CLEANING | SUPPORT | TECHNICAL SERVICES | CATERING | SECURITY | www.uk.issworld.com

CASE STUDY:
Heathrow Airport
Regulatory Compliance
ISS delivers a number of airside services at
Heathrow which necessitates a high level of
vetting and requires airside licenses for the
majority of our staff.
Suitable policies, supporting procedures and
risk assessments are implemented to provide
clear guidance and ensure control measures
are defined when undertaking any contractual
work. In addition, any work undertaken airside at
the airport requires a number of airside specific
operating procedures and policies to be in place
and fully implemented. These comply with CAP
642 Airside Safety Management, which is a guide
to accepted practice working on and around the
operational areas of airports.
Those that apply at Heathrow include:
• Airside security
• Assessing and monitoring subcontractors
• Fire safety
• Control of emergencies
• Airside safety training
• Airside accident/Incident reporting
• Drugs and alcohol
FACILITY MANAGEMENT | CLEANING | SUPPORT | TECHNICAL SERVICES | CATERING | SECURITY | www.uk.issworld.com
CMMS Waste Service
The Results
From the outset HAL identified that they had HAL have set ambitious recycling targets
• The new waste management and recycling made a substantial investment in the installation that require at least 70% landside and airside
service is a highly flexible service that and implementation of a new CMMS (Maximo) recycling collecting all waste generated by the
has more than met the minimum level of
which they expected any new contractor to use. various retail outlets and passengers alike.
recycling targets HAL had set (70%)
• Outputs of optimum quality, cleanliness and
ISS were inheriting a mature contract so it was ISS are helping HAL meet this goal by
hygiene are measured by the passengers
straightforward to implement the use of the collecting residual waste, card, paper, plastics
themselves and Heathrow receives feedback
on a monthly basis through the Civil CMMS in to our working practises. All faults and glass plus the management of confiscated
Aviation Authority Quality Service Measures are reported through the system. Actions, job waste. We collect waste from passenger
(QSM). T2 has consistently been awarded completion and audit scores are also loaded on locations, airline and HAL offices, retail outlets
the higest scores on the Airport campus to the system to give ‘live’ data pertaining to the and also from the security areas.
contract status.
Our Health and Safety System is implemented
in accordance with current Health and
Safety Regulations and the procedures and
methodology within this system do not
compromise any statutory legislation.
To ensure that ISS meets all statutory and
contract requirements and ensure ongoing
compliance with Legislative or Regulatory
requirements regular documented reviews are
undertaken.