In 2023, Harvard Maintenance was awarded a significant contract in Charlotte due to the challenges faced by the client’s previous janitorial provider. While the contracted start date was set, urgency was heightened when the previous provider abruptly left the site without notice, necessitating an immediate and comprehensive response from Harvard Maintenance.

The Challenge

The client’s situation was dire, with an urgent go-live date set for August 1, 2024. The scope of the transition involved 11 sites spanning 1.6 million square feet, with an additional 58 sites across multiple regions scheduled to go live on August 8, 2024. The primary challenge was to ensure a smooth transition without service disruption despite the abrupt exit of the previous provider.

Person mopping the floor in an office setting with desks and equipment.

Harvard’s Strategic Approach

Harvard Maintenance implemented a multi-faceted approach that focused on transparency, prioritization, and strong stakeholder engagement:

  1. Transparent Discussions: Harvard initiated open and honest communication with all stakeholders involved by ensuring that everyone was informed and aligned with the transition plan, building a strong foundation for the upcoming transition.
  2. Prioritization of Key Sites: Recognizing the critical nature of certain sites, Harvard prioritized resources and efforts to ensure that these locations were stabilized first. This strategic focus helped to mitigate any potential risks associated with the transition.
  3. Immediate Approvals of NTE Increases: Harvard swiftly addressed financial considerations by securing immediate approvals for necessary budget increases and proactively ensuring that all resources required for a successful transition were readily available.
  4. Change Management: The transition was managed by dedicated stakeholders who were deeply involved in the process. These individuals worked closely with facility management teams, fostering a trusted partnership that was crucial in navigating the complexities of the transition.

Outcome

Harvard Maintenance successfully transitioned all 11 sites on August 1, 2024, without any service disruptions. The seamless execution of the transition demonstrated Harvard’s capability to manage large-scale operations under pressure. By August 8, 2024, Harvard Maintenance had successfully gone live with an additional 58 sites across multiple regions.

Highlights

  • Zero Service Disruption: Despite the sudden departure of the previous provider, Harvard Maintenance ensured that all sites continued to operate without interruption.
  • Effective Communication and Coordination: Transparent discussions and prioritization allowed for smooth operations with minimal disruption during the transition.
  • Proactive Financial Management: Quick approvals of necessary budget increases ensured that no aspect of the transition was delayed or compromised.
  • Strong Stakeholder Engagement: The involvement of transition stakeholders and facility management teams was instrumental in managing the change effectively.

Harvard Maintenance’s ability to deliver a seamless transition under urgent circumstances highlights their expertise and commitment to client satisfaction. Harvard’s strategic approach and proactive management ensured that the client experienced no disruption in service, reinforcing Harvard’s position as a leading provider of commercial janitorial services.