Self-Delivery in Facility Management: What does it mean?

Successful Facility Management outsourcing requires flexibility and responsiveness. A self-delivery model can secure just that. Here’s how it creates value.

There are many things to consider when deciding how to best structure a Facility Management outsourcing collaboration. Evaluating what service delivery model that best fits the needs of your business is one of them.

Through a self-delivery model in Facility Management, your provider will commit to self-perform the services agreed on without the use of subcontractors.

This holds multiple benefits for you as a customer.

Self-Delivery decreases risks and improves compliance

Choosing service self-delivery in Facility Management outsourcing can in many aspects help to minimize risk through higher transparency in service provision. When self-delivering, a service provider can secure that the front-line employees involved receive the training necessary to perform the service in a consistent and compliant fashion and are motivated to support your business outcomes directly.

Compliance especially is one of the key principles of successful Facility Management outsourcing. When using sub-contractors, the control over compliance aspects automatically decreases.

On the other hand, when delivering services through self-delivery the service provider can better ensure that all regulations are properly followed.

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Self-Delivery reduces costs and improves efficiencies

Making sure that front-line employees involved in the service provision undergo the same training is not only beneficial from a risk management perspective.

A Self-Delivery model of outsourcing can generate new cost-efficiencies and synergies through cross-training/upskilling of employees. This means that a front-line employee can perform more services than just one.

Upskilling of front-line employees in a self-delivery model can secure better utilization of existing personnel and lower temporary personnel recruitment costs as employees are able to better stand in for each other and are empowered to help colleagues executing services in other functions when needed.

This service and employee synergy benefit are much harder, if not impossible to recreate, when working with various sub-suppliers.
As an extra plus, research shows that employee upskilling has a positive influence on employee motivation and engagement as they get the opportunity to develop new skills and advance their careers.

Self-delivery improves service quality

When high-quality standards are to be applied in service delivery, only using own front-line employees with the right training and service mindset can secure the service quality desired.

The level of service quality delivered is often highly reflected in the company culture, corporate values, mission/ vision and principles of work.

So even when sub-contracts get trained, it is hard to guarantee that the employees culturally are capable to deliver in line with what the client organization expects.


Kostka Parlade-Galindez
Head of Excellence IFS at ISS A/S