Client: Banking & Financial Institution
Contractor Services: Cleaning
Location: Australia Wide
Size: 1,000 Site Locations

Company Bio

With over 1,000 retail sites and growing workforce of 40,000+ staff and contractors, a leading financial institution faced the significant challenge of maintaining its sites presentation and cleanliness.

Verified delivered a solution that held our contractors accountable and assured the executive team were getting value for money.
- Banking Client

Overview

A large banking and financial institution, with over 1,000 locations around the country, utilised Verified’s powerful platform to manage cleaning contractor performance. Each time a contractor visited one of their sites, they logged on to the Verified platform, submitted their attendance and accessed the details of the approved work order. Through implementation of Verified’s Contractor Management module, the company significantly increased their contractor’s output quality and levels of service, ensuring important compliance requirements were easily met.

4200minutes Daily increase in
service delivery time

70%Increase in service
delivery

Background - Cleaning Contractors

With 1,000+ hours of cleaning required daily across their 1,000-site portfolio, this banking client wanted to ensure high quality and efficient cleaning services were being undertaken. The Contract Manager noted that the current level of cleaning was simply not up to the quality required by the organisation.

To manage the quality issue, the Contract Manager met with the cleaning company and discussed the concerns. Whilst the cleaning company assured the Contract Manager their service would improve, there was no notable quality difference to the service delivery.

Serious Exposure to Risk

The banking institution was exposed to multiple health risks as cleaning tasks continued to be left incomplete within contracted time limits and not to the agreed service standards outlined in the executed contract. Serious operational questions were raised as the contractor continued to put the banking staff and its customers at significant risk from dust and dirt borne diseases:

  • Who is attending each site and are they suitably qualified?
  • How long did the cleaners stay on site?
  • Are the cleaners aware of the full scope of the work to be completed on each site?

It was clear a bigger problem needed to be addressed to solve underlying service issues.

Verified's Solution

After struggling to resolve the issue with the contractor, the Contract Manager contacted Verified. Within 4 weeks Verified integrated their transparent Contractor Management module to track full delivery, improve site authentication practices and manage time on site. Verified’s platform revolutionised how the banking institution tackled contractor inefficiencies at the core.

By capturing and analysing data, Verified pinpointed significant service gaps, revealing contractors were under-delivering by up to 42 minutes per site. This insight enabled the institution to reallocate resources effectively and hold contractors accountable, leading to a drastic improvement in service quality. The adoption of Verified’s technology not only bridged the service delivery gap but also elevated the institution’s risk management and operational standards.

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