Home to Surrey County Cricket Club and host to an array of international cricket matches, the Kia Oval is one of the UK’s best known sporting venues. The ground boasts a capacity of 25,500, with conference and banqueting facilities including 57 executive boxes and 19 function rooms, as well as the state-of-the-art four tier OCS Stand.
The client required a service delivery solution with one main objective: to raise standards across the venue. Essential services include facilities management, cleaning, event cleaning, security, hard services, lost and found, pest control, CCTV monitoring, event stewarding, waste management, and traffic and car park management.
How we helped
In 2005, OCS replaced the Kia Oval’s in‐house maintenance and security teams as well as its outsourced cleaning contractor, providing a complete facilities management service. We also added event stewarding services in 2009. Over the years, our on-site team has developed a close working partnership approach with our client Surrey County Cricket Club. In doing so, we have improved the efficiency and quality of the service delivery.
Our approach involved replacing the existing disparate teams with a consolidated facilities management services team. We placed one manager in charge of co-ordinating all support colleagues. In addition, a dedicated facilities manager reports to the client and directs a head of maintenance, head of housekeeping and security team leader. We have also promoted the status and visibility of support colleagues at the venue. The result has been that they are now regarded as part of the front of house and Surrey County Cricket Club teams.
The benefits to the client
Reduced stewarding costs
By providing a flexible resourcing programme based on ticket sales and crowd risk dynamics, we’ve reduced stewarding costs at the venue by 30 per cent.Annual spend savings
We re-engineered services sub contracts, resulting in a 15 per cent annual spend saving for Surrey County Cricket Club.Positive impact on carbon footprint
Our team instigated a successful recycling programme that recycles over 50 per cent of waste generated during events. This accounts for 35 tonnes over the course of a Test match.Improved visitor experiences
We implemented a programme that trains our colleagues to focus on customer service, attention to detail and fully understanding how their actions affect visitor experiences.Enhanced service through new technology
We installed a complete CAFM package, which includes helpdesk and scheduling of works functionality. The software has been integrated into the club systems. Club colleagues have access, which allows them to easily book in visitors, make requests and log calls.Integrated service delivery
Our one-team approach means all colleagues are integral and identifiable members of the club team.