Verity for facility management
Facility management is paid against service levels and eroded by reactive work. Verity counts the response clock and shows what planned maintenance would have prevented.
Verity runs the company. Building systems and access control stay where they are.
Verity / Portfolio
LiveSites under contract
34
Response within target
89%
Reactive share of work
61%
Contracts below margin
4
Needs attention
Illustrative figures. Verity shows your own portfolio in this shape.
How the business runs
A facility management company operates buildings it does not own, under contracts written as service levels. Response time, resolution time and uptime are the deliverable, which makes the clock on every request a contractual instrument rather than an internal courtesy. Eighty-nine per cent response against a ninety-five per cent target is a contract in breach, and it is usually discovered at a quarterly review rather than in the week it started slipping.
The second characteristic is the balance between planned and reactive work. Sixty-one per cent reactive means planned preventive maintenance is being displaced by callouts, and displaced planned maintenance produces more callouts next month. It is a cycle that shows in the margin before it shows anywhere else.
The third is a deployed workforce. Staff are stationed or mobile across many client sites, and the company’s cost is people it cannot see, working in buildings it does not control.
The fourth is assets. Every site has equipment with service intervals, warranties and failure histories, and nineteen assets past their service interval is a list of the next month’s emergencies.
The fifth is contract profitability. Four contracts below target margin because of callout volume is a renegotiation the company can only make with the evidence.
Verity holds the response clock, the planned-against-reactive balance, deployed staff and asset condition against contract profitability.
What Verity calls these things
What gets in the way
Facility management difficulties come from being measured on speed and paid a fixed fee.
Service level performance is known too late
Response and resolution are counted at the review rather than as they happen.
In Verity The clock runs on every request against its contract target, visible live.
Planned maintenance is displaced by callouts
Reactive work consumes the day and the preventive schedule slips, producing more reactive work.
In Verity Planned and reactive work are measured against each other per contract and per technician.
Deployed staff are hard to see
Technicians work across client sites and their day is only visible if they report it.
In Verity Work orders carry site, time and outcome, so deployment is visible from the work itself.
Assets fail without warning that existed
Service intervals pass, failure histories are not consulted, and breakdowns look unpredictable.
In Verity Assets carry intervals, warranties and failure history, with overdue service surfaced.
Contract margin erodes invisibly
A fixed fee against rising callout volume loses money quietly across a whole contract term.
In Verity Cost to serve per contract is attributed from work orders, so margin is current.
Compliance work is assumed rather than evidenced
Statutory inspections and permits are required per site and hard to prove at audit.
In Verity Compliance tasks are scheduled, completed and evidenced against the site.
The complete system
One system across contracts, work orders, staff and assets.
Workflows
Every request carries its site, contract target, response and resolution clock, assignment and outcome.
Why it matters here The service level is the product and it is only manageable while the clock is running.
In practice Eighty-nine per cent response against a ninety-five per cent target.
Work
Each contract carries its sites, scope, service level targets, planned maintenance schedule and commercial terms.
Why it matters here Different clients buy different targets, and the same request has different urgency by contract.
In practice Two clients below contracted response target.
Records
Assets carry location, service interval, warranty, failure history and current condition.
Why it matters here Assets past their service interval are the next month’s emergency callouts.
In practice Nineteen assets past service interval across seven sites.
People
Staff carry site assignment, skills, certifications, availability and work completed.
Why it matters here A deployed workforce is only visible through the work it records.
In practice Planned against reactive hours per technician.
Relationships
Clients carry their contracts, service level performance, requests raised and commercial position.
Why it matters here The person raising a request is often not the person holding the contract.
In practice Requests by tenant against contract performance by client.
Inventory
Spares held centrally and at sites are recorded against assets and work orders.
Why it matters here A callout that fails for a missing part is a second callout and a second cost.
In practice Spares consumption by asset type and site.
Control
One permission model and one audit trail, with statutory inspections and permits carried as scheduled obligations.
Why it matters here Operating someone else’s building carries obligations that must be evidenced.
In practice Statutory inspection completion by site.
Reports and analytics
Response and resolution performance, planned against reactive balance, cost to serve, asset failure rates and compliance completeness come from the records.
Why it matters here The company is judged on service levels and paid a fixed fee, so both need measuring together.
In practice Cost to serve per contract against fee.
Verity AI
Verity AI answers from your own contract, work order, asset and staff records, respects permissions, and can create assigned follow-ups.
Why it matters here The useful questions are about which contracts are slipping and why.
In practice "Which contracts are below their response target?" returns two with the callout causes.
Communication
Request updates, escalations and client reporting attach to the work order and contract.
Why it matters here A client who is told is a client who does not escalate.
In practice An escalation recorded against the work order and contract.
Locations
Sites carry their buildings, zones, assets, stationed staff and access requirements.
Why it matters here Work is located and access-constrained, and both affect response time.
In practice Response performance by site and zone.
Orders
Contract fees, chargeable extras and out-of-scope work carry a billing state.
Why it matters here Work outside scope is the recoverable part of a reactive-heavy month.
In practice Out-of-scope work performed against work billed.
Work in motion
These already happen. Recorded, service levels and margin stop being a quarterly surprise.
Starting the clock at receipt rather than at assignment is what makes the measure honest.
Planned maintenance displaced by reactive work is the leading indicator of next month’s callouts.
Failure history is the evidence for a replacement conversation with the client.
Compliance evidence has to exist per site, not per company.
A renegotiation is only winnable with the callout evidence behind it.
Verity AI
Verity AI reads the same contract, work order, asset and staff records the company creates as it operates. It answers from your own portfolio, respects permissions, and can turn an answer into a dispatch or a client conversation.
Verity / Ask
Verity AI only returns what the person asking has permission to see.
Without chasing
Each runs from the company’s own records at the point the condition is met.
When
A request approaches its response target
When
Planned maintenance slips its scheduled window
When
An asset passes its service interval
When
An asset fails repeatedly
When
Out-of-scope work is recorded
What you can understand
Service levels, cost and asset condition from operational records.
Verity records the company’s operations. Building management systems and access control continue as they are.
One system, different ways of seeing it
Everyone works from the same records.
Managing director
Which contracts are healthy?
Service level performance, cost to serve against fee, margin by contract, renewal risk.
Operations manager
Is today’s work covered?
Open requests against clocks, technician deployment, planned maintenance due, escalations.
Technician
What am I attending and with what?
Assigned work orders, site access, asset history, spares required.
Account manager
What do I take to the client review?
Service level evidence, callout patterns, asset recommendations, out-of-scope recovery.
Where it is used
Response and resolution clocks running per request against each contract’s target, so a slipping contract is visible in the week rather than at the quarterly review.
Planned and reactive work measured against each other, so displacement of the preventive schedule is caught before it produces the next wave of callouts.
Work orders carrying site, time, outcome and parts, so a mobile and stationed workforce is visible through the work it records.
Service intervals, warranties and failure records per asset, turning breakdowns into a schedule and a replacement case.
Cost to serve attributed from work orders against contract fee, so renegotiation is backed by callout evidence.
Statutory inspections and permits scheduled, completed and evidenced against the site they belong to.
Plain-language questions across contracts, work orders, assets and margin, with dispatch and escalation raised in the same step.
Getting there
Building management systems and access control continue and are mapped during implementation. Contracts and service levels, sites, asset registers with service history, staff and certifications, open work orders and compliance schedules are brought across.
Implementation runs about four weeks: discovery and mapping, configuration, migration, then an ongoing operations partnership.
Questions
Verity AI answers questions from your own contract, work order, asset and staff records: which contracts are below their response target, what the planned against reactive balance is, which assets are past service interval, which contracts are below margin and why. Each answer can become a dispatch or a client conversation.
Every request carries its contract’s response and resolution targets with a clock running from receipt, so performance is a live number rather than a figure compiled for a review after the breaches have happened.
Because they feed each other. Reactive work consumes the day, planned maintenance slips, and the equipment that was not serviced generates the next month’s callouts. Measuring the balance is what breaks the cycle.
Deployment is visible through the work itself: every work order carries the site, the person, the time and the outcome, which gives the company a picture of a workforce it cannot physically see.
Assets carry location, service interval, warranty and failure history, with overdue services surfaced as work orders and repeat failures raised as replacement recommendations.
Cost to serve is attributed from the work orders actually performed and compared with the contract fee, which makes a reactive-heavy contract visible while there is still term left to renegotiate.
No. Building systems and access control continue as they are. Verity holds the company around them — contracts, requests, work orders, staff, assets and commercial position.
About four weeks: discovery and mapping of contracts, service level targets, asset registers and compliance obligations, configuration, migration, then an ongoing operations partnership.
It is what the contract is written in. Tell us how requests are received and timed today.