Managing cleaning contractors at scale is rarely a simple task. With thousands of daily service hours across distributed locations, maintaining quality, accountability, and compliance can quickly become inconsistent and difficult to verify.

TL:DR – Key Takeaways

  • What drives contractor underperformance: Without accurate tracking, contractors can consistently under-deliver their services across your facilities portfolio.
  • Real-time data improves accountability: Verified provides clear insight into attendance, scope, and time-on-site meaning complete transparency.
  • Measured performance for better outcomes: Focusing on the improvement of quality and consistency of contractor performance increased service delivery by >70% across all locations at no additional cost.
Industry: Retail
Location: Australia Wide
Size: 1,000 Site Locations
Challenge: Limited visibility over contractor attendance and performance led to inconsistent service delivery and increased risk.
Solution: Implementation of Verified’s Contractor Performance module to track attendance and time on-site in real-time.

Company Bio

With over 1,000+ retail locations and a workforce exceeding 40,000 staff and contractors, this organisation required a consistent, scalable way to manage cleaning performance and maintain presentation standards across its portfolio.

Verified delivered a solution that held our contractors accountable and assured the executive team that we were getting value for money.
- Head of Facilities

The Challenge – Inconsistent Delivery & Limited Visibility

Across a large and increasing site portfolio, this business relied heavily on external cleaning contractors to maintain site standards. However, despite clearly defined service agreements, performance was inconsistent and difficult to validate. Cleaning requirements exceeded 1,000 hours daily, yet the quality of service was falling short.

Attempts to address the issue through contractor engagement and performance discussions delivered little improvement. More importantly, the organisation lacked visibility into what was actually happening on-site. Critical questions remained unanswered:

  • Who was attending each site?
  • How long were contractors staying?
  • Were all required tasks completed?
  • Was the organisation receiving what they paid for?

Without accurate, real-time data, performance issues persisted, and the organisation remained exposed to operational and compliance risks. Incomplete cleaning not only impacted on presentation standards but also introduced potential health risks for staff and customers. 

4200minutes Daily increase in
service delivery time

70%Increase in service
delivery

The Solution – Contractor Accountability & Real-Time Visibility

To address these challenges the organisation implemented Verified’s Contractor performance, digitising how contractor activity is tracked and managed across all sites. Within weeks, Verified introduced and captured structured transparent workflows to ensure every contractor interaction was easily validated and measured.

Key performance outcomes included:

  • Check-in location verification
  • Time on-site visibility
  • Performance data and reporting
  • Independent, auditable logs

The organisation gained a single source of truth across all contractor activities, removing reliance on assumptions and manual reporting.

The Results – Measurable Improvements in Performance and Value

The impact of implementing Verified was immediate and measurable. Through real-time data capture and analysis, the organisation identified that contractors were under-delivering by up to 42 minutes per attendance. With this visibility, they were able to address performance gaps directly and enforce accountability across their contractor network.

Key outcomes included:

  • 4,200 additional minutes of service delivered daily
  • 70% increase in overall service delivery
  • Improved cleaning quality and site presentation
  • Reduced operational and compliance risk
  • Greater confidence in contractor value-for-money

The organisation moved from reactive performance management to proactive, data-driven oversight. Instead of relying on contractor assurances, they now had clear, auditable evidence of service delivery across every site.

Moving From Manual Assumptions to Automated Trasparency

This case study highlights a common challenge across facilities management: performance issues are rarely caused by intent but are due to a lack of visibility and control. By implementing a transparent, data-driven platform, this business transformed how contractor services were actively managed. Verified provided the clarity needed to ensure contractors delivered on their commitments, while giving internal teams the confidence that standards were being met. 

For organisations managing multiple sites and service providers, the ability to track, verify, and optimise contractor performance is essential. Verified helps businesses move from assumptions to complete certainty, delivering better outcomes, stronger compliance, and measurable value across every site.  

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