Digitalization of FM. The beauty or the beast? Experiences from Norwegian Property owners and FM providers

Digitalization is the new buzzword among the construction sector as well as within the Facilities and Property Management business. This paper aims to investigate the use of digitalization within facility management (FM) services in Norway. We mapped attitudes towards the use of digital tools and systems to optimize the operation of buildings among building owners and Norwegian FM providers. We look at how digitalization of services can be beneficial as well as how that can be a hinder towards efficient services. We base this Research on a literature review, short survey and semi structured interviews among FM providers and owners. The findings state that digitalization within FM services is in a starting phase. The literature underpins that the application and availability of FM products expect to develop and increase. The current situation among building owners and FM providers are characterized as: a tendency to digitize individually, not having a holistic approach to digitization, the FM provider and the owner lack competence about possibilities and application regarding new technology, as well as the interaction between owner and the FM provider is an absolutely demand in order to create efficient services. If there is a building information model that is not adapted to the operational need, the handover phase from construction to operation is also a challenge. In our study, we identify the following barriers towards digitalization: choice of procurement methods, lack of standardization, the scope of Service Level Agreements (SLAs), interpersonal barriers and circumstances around ownership of the buildings. In this paper we discuss three approaches as possible solutions: (1) Increased focus on early involvement of the FM provider, (2) interactive training of new digital applications and (3) dialogues to increase competence and to try new possibilities to reach sustainable goals in the operation of properties. This research gives important input to increase the understanding of what hinders building owners and FM providers to reach sustainability goals. Digital FM services can be better suited towards owner’s needs, and provide useful data of the utilization of space and the provided FM services. Keywords: Digitalization, building owners role, facility management providers, interactive training