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Robin Leow heads the Integrated Facilities Management consultancy services for Savills Singapore. Savills offers a comprehensive suite of facilities management (FM) and consulting services for built environment with one-stop FM and workplace solutions to effectively organise the operations and enhance performance of property assets.
Where are we at currently?
Neural networks programming with machine learning capabilities managing the call centres where cases are logged in on Facilities Management (FM) feedback. Callers are managed by natural language processing virtual assistants and chatbots and directed to an thropomorphised robotics performing the FM tasks. FM operations are conducted with more anthropomorphic functions and using Robotic Process Automation (RPA)1 to enhance the capability of predictive and reactive maintenances. Deep learning capabilities are implemented to manage the building maintenance system of the workplace where set points and dampers are calibrated according to the preference and comfort of the occupiers. These data are gathered from the sensors within the properties. Seamless application processing interface across various computerised FM systems achieving integration and aggregation of FM operations enhancement with productivity gain.
Are we there yet?
The Facilities Management Revolution – Industry 4.0
The Real Estate Industry Transformation Map (REITM) 2was launched by the Building and Construction Authority of Singapore (BCA) on 8 February 2018 to provide a roadmap for the transformation of the real estate industry to be future-ready. One of the initiatives is to focus on transforming the FM industry to ensure they are ready for the future with two broad thrusts:
(1) Embrace innovation and leverage technology; and
(2) Strengthen professionalism and upskill workforce.
Henceforth, there has been an increased interest to deliver FM operations and services through smart technology adoption to optimise productivity and achieve cost savings.
There are various stakeholders in the FM industry i.e. from the service buyers of government and private sectors, FM associations, service providers of the FM companies, FM service partners and to the users of the FM solutions. The government sectors, supported by the relevant FM associations, have been the key drivers pushing for the FM industry transformational efforts thus incorporating Smart FM solutions in their procurement specifications. The smart FM industry development is largely driven by government sectors as the private segment can be perceived as cost driven in general. BCA launched the “Guide to Smart FM3” on 1 Oct 2019 (2nd edition published on 6 Sep 2022) with elaboration of the three types of Smart FM deliverables (not in order of merit or maturity of technologies).
As these initiatives were rolled out about 3 years now, the challenges remain on the smart FM maturity state versus users’ expectations on smart FM deliverables. For instance, one would expect cleaning or security robots to conduct its operations inter-floors on a building autonomously. However, commercially viable terms may be required to enable the application programming interface (API) with the robots. Besides, the disparate systems must be interoperable and integrated with an open communication protocol plus accessibility of data must be pushed and aggregated on a storage platform. Cyber security, privacy and proprietary rights are other considerations too. As such, mapping out a digitalisation maturity map is essential to encourage stakeholders across the value chain to co-share and integrate their data to achieve operations efficiency, productivity, cost optimization and quality improvement (Guide to Smart FM, 2ndissue). Additionally, the digital maturity level across the various stakeholders including vendors, FM companies, building owners and occupiers must be aligned to achieve the objectives. MRI Software commissioned its U.K. Voice of the Property Manager Report2022 where it surveyed almost 300 facilities managers and examines the technologies they are adapting to address rapidly evolving circumstances. The report showed investment going into technologies that include property management and accounting (35%), resident/tenant portals and apps (33%), virtual tours and mobile inspections (33%), online leasing and digital leases (29%), business intelligence (24 percent), and artificial intelligenceor automation (16%). (Source: UK Voice of the Property Manager 2022)
Through the adoption of Artificial Intelligence (AI) in the current Industrial 4.0 by means of robotics, machine learning, robotic process automation and natural language processing, there are representative roles (Trainers, Explainers and Sustainers4) within the organisations to manage Smart FM development, implementation, communications and management of ethics. The paradoxical situation arises whena company attempts to gain competitive advantage over FM product differentiation with AI development. However,one must spend more on R&D to gain first mover status but without cost advantage since AI development rides on Moore’s law effect.
"FM operations are conducted with more anthropomorphic functions and using Robotic Process Automation (RPA) to enhance the capability of predictive and reactive maintenances"
By adopting the O-ring theory of economic development5, AI in FM can be complementary with humans to ensure that the work of machines is both effective and responsible — that it is fair, transparent, and auditable6. Not all manual work can be performed by machines. For instance, the horticultural works, albeit labourious, are unpredictable7 and require physical skills to conduct good landscape maintenance.
New Roles for Smart FM
Trainers: FM fault reporting and call centre chatbots, cleaning and security robots with chatbots functions, robotic process automation by means of communication escalations need to be trained to detect the complexities and subtleties of human communications. Robots' maneuverability and movements behaviours to be constantly reviewed and trained as they are operating in an urban environment settings.
Explainers: These are the enhanced scope conducted by current IT business analysts where the personnel bridge the gap between AI developers, users and business leaders.
Sustainers: The roles of ethics compliance, watchdog and ombudsman for upholding norms of human values and morals. The scope may also be undertaken by the Explainers.
A 2020 World Economic Forum report8 predicted that technologies would create 97 million new jobs—generally the ones requiring more skills and education.Fast forward x nunber of years, one can envision that FM workforce are better equipped with digital skillsets and the FM operations might be conducted by advanced anthropomorphised robotics (e.g. cleaning, security operations) taking over not only the predictable physical works9 but programmable ones using AI. Humans take up the AI facilitators roles of trainer, explainer, sustainer and other higher value and non-predictable FM tasks. While humans are likely to remain relevant in a fully autonomous future, continual upskilling of the workforce in line with the AI development is also crucial to manage the income gap thus future-proofing the FM industry. Therefore, it appears that the FM industry would require the various stakeholders to collaborate collectively and objectively coupled with government continuing to champion the move towards the achievement of smart nation as the end journey. We will be able to get there soon.
