Birmingham NEC welcomes more than six million guests to over 500 events each year. Delivering an enjoyable experience is critical to the success of the NEC group and requires diverse support services across five venues.
The brief
To provide a full range of services across the estate that meet the NEC Group's aspirations for service excellence and create an outstanding customer experience.
To identify skills gaps within the existing workforce and address them through training and development.
The OCS solution
Working with the customer, we have introduced new systems and equipment to improve the visitor experience at all stages of their visit, from parking to their interactions with our colleagues.
We introduced electronic signage and movement management technology across all car parks to improve traffic flow. We adopted a computer aided facilities management (CAFM) work scheduling and helpdesk model so that our colleagues can respond rapidly to requests sent through to their iPads and personal digital assistants (PDAs). And we use Sector Based Work Academies to recruit and develop colleagues, leading to a 94% increase in performance management scores.
Our colleagues are experts at what they do. They can vacate 11,000 people safely and efficiently, complete an interim clean of the arena, and admit another audience of 12,000 in just 37 minutes.