The Science of Service Podcast

Mitie•www.mitie.com

Just as our world is changing faster than ever before, so too is the world of facilities management. Technology is rewriting the rulebook, transforming how and what FM companies deliver.

To answer rapidly changing customer needs, Mitie developed the Science of Service, wrapping technology and innovation around core services like cleaning, security, waste management and more.

Join the Workplace Geeks, Ian Ellison and Chris Moriarty, and their guests, as they explore facilities transformation in collaboration with Mitie and its high-profile partners.

Last refreshed: July 17th, 2025 at 3:55 AM ⓘ

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Episodes

From Facilities Management to Facilities Transformation

It’s the end of Chris and Ian’s facilities transformation adventure. In the sixth episode of the podcast, they reflect on what they’ve learned along the way. Their personal highlights include visits to Mitie’s customer sites, where they witnessed technology’s impact on Facilities Management (FM) firsthand. They conclude data and AI will only disrupt and drive the sector’s transformation further, bringing technology-backed benefits to a brave new customer-focused world that can’t be imagined righ...

May 13, 2024•32 min•Season 1Ep. 6

The Science of creating healthier, more sustainable spaces

Have you ever wished you had a robot to do the cleaning? For some, it isn’t just a pipe dream. In this episode, Chris and Ian explore the leaps in technology that are driving innovation in hygiene. They visit John Radcliffe Hospital in Oxford to learn more. Thanks to the convergence of data analysis and technology like service ordering apps, patient experience is being transformed. Our hosts also discover the power of robotics in hygiene and patient care, as well as the rise in eco-friendly clea...

Apr 22, 2024•40 min•Season 1Ep. 5

The Science of transforming estates, workplaces and customer experience

After the Covid-19 pandemic emptied offices and drastically altered our ways of working, organisations were forced to adapt. But four years on, what’s next for the modern workplace? Chris and Ian explore the transformation of workplace experience, the ongoing impact of the pandemic and the rapid digital adoption driven by the shift to hybrid working. They visit Royal London’s head office to explore technology’s role in creating a seamless employee and visitor experience. They also get a glimpse ...

Apr 08, 2024•37 min•Season 1Ep. 4

The Science of protecting people, property and assets

The world of security is evolving. The increasing severity, frequency and sophistication of threats need solutions advanced enough to cope with these new challenges. Chris and Ian dive into the innovative world of protective security – and explore what it means for today’s biggest organisations. They get a glimpse behind the scenes of security at two of London’s most iconic spaces, learning the secrets of how The Shard and Eurostar’s St Pancras hub are kept safe. There’s a fine balance between r...

Mar 25, 2024•39 min•Season 1Ep. 3

The Science of accelerating the path to net zero

With the UK Government’s commitment to reach net zero by 2050, organisations are feeling the strain of decarbonisation targets. But in the challenge lies opportunity. Ian and Chris learn how facilities management is stepping into the breach, delivering sustainable solutions to keep customers on track. Ian ventures to Halifax, where he descends three storeys below ground to see Lloyds Banking Group’s ground source heat pumps in action. And in Chelmsford, Chris learns how the archives at Essex Rec...

Mar 11, 2024•41 min•Season 1Ep. 2

Introduction to the Science of Service

When Mitie’s CEO, Phil Bentley, invites hosts Ian and Chris to learn how the UK’s leading FM company is handling industry disruption, they jump at the chance. On a trip to Mitie HQ in the Shard, they hear how facilities management has morphed from mops and buckets to drones, HoloLens glasses, proptech, artificial intelligence and more. This transformation is reflected in Mitie’s Science of Service approach.

Feb 25, 2024•26 min•Season 1Ep. 1

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