Mitie’s security business and Signature, the company’s bespoke Front-of-House operation, have been awarded two new contracts which, when combined, are worth a total of £7 million. The first win is a three-year contract with the prestigious Royal Academy of Arts which is celebrating its 250th Anniversary in 2018. Based in London’s Piccadilly, the service offered by Mitie will introduce a fresh approach to security and Front-of-House management. Recognising that an alternative to the traditional security guarding presence is more in keeping with the client organisation, Mitie will provide a service attending to the delivery of an authentic customer experience, while at the same time ensuring public safety.
All of the Mitie team members at the Royal Academy of Arts will undergo award-winning customer service training which was recognised at the Institute of Customer Service Awards last year. Moving towards a warmer, customer-focused service, dedicated gallery assistants will engage with the public while ably supported by specialist security personnel. Over time, Mitie will complement these services with an enhanced technology security offer.
Danny Vant, director of both Mitie’s Signature and security businesses, said: “We’re delighted to have secured new contracts with such prestigious businesses. For the Royal Academy of Arts contract, we’re offering an intuitive approach to security that’s more closely aligned with the client’s culture and needs. In order to do do this, we’ve developed a much more customer-centric approach, focusing heavily on enhancing the visitor experience while also maintaining a safe and secure environment.”
The Royal Academy was founded by King George III in 1768. It holds the unique position of being an independent charity and privately-funded institution led by eminent artists and architects whose overall purpose is to be a clear and strong voice for art and artists. The Academy’s public programme promotes the creation, environment and appreciation of the visual arts through exhibitions, education and debate. This contract award for Mitie not only seeks to provide value, but also realise a positive impact on the gallery environment.
Separately, Signature has also been awarded a new contract to provide Front-of-House services for a global financial institute at its head office in London. In an environment that demands efficiency, key to the contract win have been technological innovations such as the potential to introduce facial recognition technology. Over time, this can build customer profiles to include preferred meeting locations.
In addition, smart digital management systems will allow intelligent room bookings and also identify when a room has been vacated. The introduction of Mitie’s Workplace+ App will serve to reduce the paper burden placed on the in-house team by moving service audits online and streamlining Service Level Agreements.