On 1 December 2003, ISS Netherlands started up its first fully integrated Facility Services delivery. 5 moths later the customer, IT service provider CSC, readily testifies that there are real benefits and synergies involved in bundling support services and having them supplied by ISS as a single service provider.

"The entire ISS staff operate as a team - whether those working at the reception, in the kitchen, or doing the cleaning. As a result of cross-functional training, each employee can perform a wide range of duties. The cleaner with an hour to spare helps out in catering and so on. It runs smoothly and efficiently. It amazes me how quickly ISS has mastered the integration of our service needs," says Menno Norder, CSC Director of Administration.

Before 1 December, ISS was already responsible for cleaning at the CSC head office in Bunnik, but reception and catering services were in the hands of another provider. Today ISS supplies both cleaning, catering, reception, greenery, printing, mailroom services and purchases stationery to CSC. All the reception and catering staff who wanted were taken on by ISS.

"The most striking change has taken place in our company restaurant. The choice and level of service have improved considerably since ISS took over the catering. You can telI that they are very experienced and know what they're doing," explains Menno Norder.

Norder himself has also noticed improvements in efficiency: "If anything needs sorting out, there is just one contact person I need to talk to: The ISS Facility Manager. He makes sure it gets fixed. As a manager I now have fewer distractions. Consultations with ISS last about an hour a week. Previously I was used to having to meet several times a week with several different people.’

Efficiency benefits are important, but for Norder quality is what really counts: "I don't want to have to face any comments during management meetings about a badly performing facility organisation. In the last few months we have set up service level agreements with ISS about the standards of quality to be provided. It has also been agreed that ISS will achieve cost savings every year, which will be reflected in the price. CSC is therefore better off financially, while quality and service improve. What more could you ask for?’ We will be growing strongly during the next few years, and I fully expect that ISS will be able to assist us. Not only through the work they do, but also by keeping control of the costs of our facility services, ends Menno Norder.