We as an organisation place sustainability as our core value.

We follow genuine practices with a customer centric approach from our teams.

- Pradeep Lala, MD & CEO, ESPL

The IFM industry in India is witnessing buoyant growth with an expected CAGR of 18% by 2022. Embassy Services Private Limited (ESPL), a multi-faceted company delivering end to end, integrated facility management and property management services is on a mission to build transformative tech-driven tools to address tomorrow's challenges. Pradeep Lala, MD & CEO, ESPL highlights the growth trends in the facility management segment. Excerpts from the interview…

How do you assess the trends in Integrated Facility Management (IFM) globally, and in India as well?

While IFM in itself is a growing trend where enterprises are looking for a solicited partner to handle all their real estate needs right from project management to wellness programs; Technology Integrated Facility Management (TIFM) is the current focus area where Tech tools, AI and IoT based solutions are used to provide a more data centric and automated approach to facility Management (FM). These allow an organization to thoroughly study and alter the functioning of their facilities thus improving resource utilisation and overall cost reductions. 

The most important outlook on IFM which has changed is that this function which was once labelled a support and back end function has now proven to be the most important and essential part of an organisation. With FM organisation front lining on the battle against the pandemic, the scenario has altered the world's perspective on facility management and it will be a crucial part of org structures going forward. 

What is the market size in terms of value - in-house and outsourced?

While the globally estimated value of the IFM market is about 50 billion USD, with the current scenario in mind, it is dependent on the work modules that would be adapted by organisations to drive business continuity.

Could you brief us the growth drivers for IFM market?  Which are the major verticals that drive the demand?

Few of the key drivers of the market in the current scenario are the emphasized need for EHS (Environment Health & Safety) compliance and security protocol. The pandemic has allowed for realisation in these areas and while FM organisations have already played a crucial role in ensuring this in existing portfolios, this allows for newer markets and clients who understand the criticality of these functions. Also, the regulatory changes that will be stipulated by statutory bodies to ensure a hygienic and safer world in a post pandemic era will drive the need for a professional FM service provider.

We foresee a major emphasis on the industrial and warehousing sector, and the residential sector. While the commercial sector is dependent on the work models that enterprises will adapt, these are the two sectors which would need to predominantly exist and grow. Especially with the rapid growth of the E-commerce sector, there would be a huge increase in the need for warehousing spaces and FM organisations will leverage on that. Industrial parks are another area which is still under the establishment phase but similar to the growth of IT / Business Parks, this too will see an equal significance. The residential sector although not new for FM players, with the rise in need for a more professional and reliable FM service provider will allow for increased demand and growth.

How do concepts like green and sustainable ecosystem have positively impacted IFM segment?

Green and sustainable eco systems are essential to our existence. All services and programs of IFM are to be necessarily aligned to the green and sustainable way of operational efficiency WRT energy, carbon emission and occupant wellbeing.  Use of eco-friendly or green seal chemicals bring in safe and healthy working environments and are more sustainable on the long run. Since real estate contributes to over 30% of carbon emissions, turning towards solar, wind, green energy etc., ensures a minimal carbon footprint which is critical to our wellbeing.

As a service provider what are Embassy's contribution on this front?

We as an organisation place sustainability as our core value. Also, since some of our buildings are LEED-certified, all the services are to be aligned to ensure compliance. We use the same standards of operations in all the facilities we manage.

As an FM, we follow best practices in the field of waste management. We use a combination of OWCs and Vermi composting to process wet waste. We cut down on the use of single-use plastics through initiatives and bans. We ensure strict compliance in terms of sewage treatment, we reuse majority of this water for gardening and horticulture, flushing, etc. These systems are checked regularly, and the process is audited not only to ensure statutory compliance but to make sure that the waste produced is okay for the environment. We work very closely with the PCBs of various states to keep updated and deliver on the statutory requisites. We also conduct frequent workshops with experts in our field to educate us and our park users on the need for a sustainable future, and what they can do to contribute to it. 'Urban Green' is one of our initiatives where we let employees working at the property to adopt a piece of land and educate / assist them with growing vegetables in the most sustainable way to take home the produce.

What are the transformative impact of disruptive technologies such as IoT, AI, AR and VR on FM? 

Technology inclusion has been a crucial part of the transformation in FM. With enterprises looking for a more data centric approach to how they can manage their facilities, these tools have allowed for a more thorough understanding of resource utilisation in terms of energy as well as manpower. One example to throw light on this would be IoT enabled sensor devices for floor wise monitoring of energy utilisation; the data extracted on this can help an organisation study and alter the dynamics with which their systems such as HVACs and lighting function, further, alter the dynamics to result in optimal utilisation and cost reductions.

How Embassy has been able to leverage the benefits and pass it on to the clients? 

We at Embassy Services have put thorough research and efforts in this aspect; today we offer a range of tech solutions also as a separate offering to other FM players and organisations. E-Spectrum is one such provision which consists of over 12 tools that assist the FM to easily deliver their roles; it is a cloud integrated paperless ecosystem that allows for FM from anywhere in globe with the use of a mobile phone. It consists of a digital logbook, a platform to raise tickets, a BEACONS based workforce management system for tracking of all staff and their deliverables, visitor management systems, attendance and background verification tool, feedback tool, inventory management tool, smart metering for floor-wise monitoring of resources, work permit module for ease of providing work permits to vendors, online document processing module for ease in procurement, Audit module and an incident report module to assist with compliance and security.

Whilst these are some of our development with IT related solutions, we have also been innovative with assembly of our Thermal Screening Devices, a tool that eliminated the need for manual temperature checks in a speedy manner and contactless environment, a need of the hour at all facilities. This is a system that comes with an optical camera and sensors that are integrated to existing security systems thus allowing for early identification and isolation of a personnel with a fever.

Could you throw some light on Embassy Residential App?

Our Embassy Residential App is a top of the line application that provides our residents with an elevated user experience. It supports all of their needs ranging from payments and invoicing, discussion forums, listings, security and visitor management, event calendars, etc. We have also added a home quarantine tool to keep them updated on the status of their neighbours who might be in quarantine.

How do you assess the scope of using technology like drone in FM?

We conducted the first of its kind Drone Disinfection Drive in collaboration with BMC, Mumbai used for fumigation of mosquito breeding grounds in the Worli district. This was a great success and is now a part of our offerings considering the scale and diverse capability of this device that allows for efficient fumigation and disinfection of areas.

All of these are provisions that have not only helped our own organisation and helped deliver best in class FM to our clients, but also contributed to the dynamic change in the FM sector on a global scale.

Why should a company opt for IFM? What are some the most important benefits? 

We believe one of the most important learning from the pandemic is the conscious need of a safe and hygienic environment. While the Covid spread is just an eye opener, we need to be prepared and ensure that such disasters are prevented and will not affect us as much as they just did. This taken into consideration, it is important that all look at a professional approach to the way their facilities are managed. Opting for an IFM provider has great benefits on the long term, while initial costs might seem higher than the current spends, over a period it can lead to reductions as it ensures optimal utilisation and maintenance of provisions such as STPs, generators, housekeeping staff, security, etc. In addition, only a professional FM provider can ensure strict compliance and protocol owing to their experience and best industry practices adopted through experiential learning and certifications.

And why a company should opt for Embassy for IFM?

Being an organisation that was established in 1995, we today carry a deep knowledge bank that caters to the whole range of real estate in commercial buildings, residential properties, co-working spaces, industrial & warehousing, entertainment arenas and IT / business parks. We service a total area spanning over 71 million sq.ft. within this spectrum. We are also an organisation certified by the British Safety Council and recipients of the prestigious Sword Of Honour for our best practices. Along with other BSI and ISO certifications, we also manage properties that are LEED Platinum certified which requires globally acceptable levels of FM practices.

Apart from our technical capability to deliver to our commitments, we follow genuine practices with a customer centric approach from our teams that comprise of experts in their field of work.  We resonate with our motto, 'Operational Excellence, Everyday Every time.'

What are the major hurdles for the growth of the IFM segment?

One of the hurdles we are currently facing is the shift in work models adopted by organisations due to the pandemic. While we thoroughly understand the need for people to stay at home and appreciate organisations adapting to a work from home model which is good for the environment and their own staff and organisation. It has led to a decrease in footfall at the campuses and offices which in turn has resulted in a decreased need for our services in terms of manpower. However, we only see this as a temporary phase and are sure things would be back to normal in due course of time.

What has been the impact of the pandemic on the IFM segment? 

The pandemic has resulted in an opportunity during an adversity for the FM players. While the current scenario does have its hurdles in terms of manpower requirements and decreased footfalls at facilities, it is only temporary, and the future is bright. We are in an era where safety, hygiene and compliance are of utmost importance to our well being and only professional FM players can deliver in this aspect.

The pandemic has been a true test of our abilities, and we believe to have passed this with flying colours. Despite the nation-wide lockdown which was imposed in India on the 22nd of March, we were successful in ensuring seamless operations of all of our 90+ facilities that are spread across 14 cities in the country. Regardless of the hurdles we faced in deploying our staff to sites and procuring materials needed for technical operations, we have kept up to our commitment. This is due to the commendable efforts by our staff who were on site as well as those who worked from home by quickly adapting to the new work models using available apps.

Brief us on the measures taken to support your customers during this crisis and what innovative, value-added products / service support solutions you have added / aim to add?

With reference to the measures taken particularly at the facilities, we have ensured social distancing norms and assisted members to follow the protocols with demarcations right from the lobbies and elevators to the food courts and cafeterias. Frequent cleaning of common access points such as knobs, buttons, railing were carried out thoroughly. Security protocols were put into place with strict compliance and all of these aspects have certainly ensured a decreased footprint on the pandemic.

Two of the products which were developed specifically to aid with the fight against the pandemic are the Contactless and Automated Thermal Screening Devices and the Drone Disinfection Device. The Thermal Screening Device allows for contactless temperature checks of personnel entering a facility and eliminates the need for this to be done manually. This is a system that comes with an optical camera that captures a photo of the person and sensors that trigger an alarm to the concerned team. This is integrated to existing security systems for ease of use and like all thermal screening devices, allows for early identification and isolation of personnel with a fever.

Another remarkable innovation of ours is the Drone Disinfection Device. Aerial microbial disinfection is the terminology of the method used where chemical tanks are hoisted to spray from an aerial view thus covering more space and saving lots of time. The drone can carry anti larval chemicals to sites usually inaccessible and can fly over 500m high for a period of 12 hours while carrying over 15 liters of disinfectant covering an area of over 50 acres in a single day. The chemicals used such as Virex II 256, Vecon (sodium hypochlorite) Viroff, Pursue and Lysol solution have proven highly effective against 65 strains of virus from over 19 viral families, 400 strains of bacteria and over 100 strains of fungi.

Apart from these, we have also added deep cleaning and disinfection and fumigation services as part of our offerings to support our clients with their safe return to work.

What is the scope and potential for robotics in IFM? What are the steps initiated by Embassy in this area?

We are already witnessing an era of change with inclusion of automation, AI and sensor-based technology assisting our daily activities. While it would take a long time for 'robots' to potentially take over jobs of the FM, a model where we use them as tools to assist man is more sustainable in the current scenario. Drone technology is one aspect which has already marked its presence with its diverse capability to deliver to our needs, we ourselves use it now for disinfection and fumigation of large spaces usually inaccessible to us. Sensors are another aspect which we thoroughly use in our facilities, right from taps for saving water to IoT integrated sensors for HVAC and lighting systems, humidity and temperature monitors, its uses are diverse and adds great value to FM.

How do you foresee the future trends in Indian FM industry? 

Post Covid era demands for professional service providers to manage facilities.  It is of utmost importance that EHS, risk management, BCP, housekeeping, security and surveillance, technical machinery upkeep, etc. are ensured with highest of compliance. Only experts in this field with necessary expertise and certifications would be able to compete and deliver in this segment. Collaboration and partnerships will also play a key role to support this rise in demand.

We as a 25 year old organisation led by experts in the field are thoroughly equipped to handle this demand. Our diverse portfolio coupled with technology solutions which have been customised by us allows for seamless delivery and operational excellence. While the pandemic has opened the eyes of the world to see these actions with more precaution, we as an FM have always ensured to provide strict compliance and efficiency in delivery.

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