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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
About ISS

White Papers

ISS has published a series of white papers, presenting our view on the main topics within people management, outsourcing and facility management. They are our contribution to the research within our industry.

ISS White Papers

The workplace is no longer viewed as the epicentre of an organization. Yet, physical workplaces are still essential to create and support organizational culture. A culture that in turn enables organizational strategy and business performance.

To do so effectively, the physical frameworks combined with human-centric service must provide a holistic workplace experience, where the end-users can be productive and thrive. This white book provides the best practice and insights to do exactly that.

Download the White Paper
The Facility Management and Corporate Real Estate industries are undergoing a revolution

The fifth and final white book from ISS and Copenhagen Institute of Future Studies (CIFS) explores the trends and drivers revolutionizing Service Management, a critical competitive parameter for most organisations today.

The report provides a model for developing a service delivery system and workforce that focus on high-quality, personalized user experiences, creates a service culture that engages end-users and establishes a continuously increasing focus on service excellence.

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Moving beyond 2020, megatrends are reshaping outsourcing in several ways.

New models of collaboration are emerging, and we are shifting towards business propositions rooted in relationships and outcomes, rather than transactions and inputs.


The future of outsourcing will be characterized by a high degree of collaboration in order to boost global competitiveness. Outsourcing is evolving to accommodate new market needs and the growing complexity of the challenges that will continue to face businesses in the future. 

Download White Book
The future challenges of the public sector will be related to asset management and optimization of the infrastructure and services within that entity.
There are more things today that can be considered FM than ever before, offering unparalleled opportunities for establishing new collaborative models.
 
FM will be required to play and increasingly important and integral role in enabling the free flow of information, people and objects, while creating a high quality experience for citizens.

The future of public sector outsourcing will be characterized by highly sophisticated FM or infrastructure management rooted in precision and measurement, process discipline and operational excellence.

Download the White Book
Facility Management can align workplaces with the organizations’ increasing pace of change.
To do so, the future role of FM will need to include new innovative service concepts that go beyond solely looking at the workspace as an opportunity for reducing operating cost. 

The ISS 2020 Vision report: New Ways of Working – the workplace of the future analyzes the strategic themes shaping the future workplace strategies.

Download the White Book
ISS and The Copenhagen Institute for Futures Studies (CIFS) have carried out a study on the future of Facility Management (FM) seen in a global perspective.

The study is based on four scenarios where the backbone of the research is a survey involving more than 300 senior executives from ISS and 50 specialists from the Global FM network. Adding to this, the research includes workshops and in-depth interviews with key industry spokespersons.


The ISS 2020 Vision study’s objective is to develop a set of global scenarios for the future of the Facility Management and services industry and to generate awareness of future trends, uncertainties and opportunities that may have the greatest impacts on the industry.

Download the White Paper

The more engaged service employees are, the more likely it is that customers will be satisfied with the service provided.
In this White Paper we have performed a series of regression analyses for our data, and subsequent research has revealed important new knowledge regarding the factors that drive service employee engagement and customer experience. By exploring which questions – and thereby drivers – in the surveys predict the highest level of customer experience, we are able to identify focus areas on how to successfully build long-term relationships.

Download the White Paper

How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work.

Published in February 2012
‚ÄčRead the white paper
This paper discusses the evolution of the Facility Management industry from the 1980s to the present and offers some predictions about where the industry is heading in the future.

The changing demands in the market require a new way of thinking about the delivery of FM. The industry is transforming from a predominantly single-service local outsourcing model to an integrated services delivery model that seamlessly meets the core needs of the customer on a national and even global scale.

Published in September 2014

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If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient, future focus should be on the service delivery system and the power of the human touch. Frontline service employees should be empowered to create appreciated service moments and through their service performance influence and preferably leverage the purpose of the customer organization.

Published in May 2014

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The subject of this paper is risk management and mitigation through strategic facility management (FM), and it is based on fieldwork performed by the Vienna University of Technology, Department of Information and Facility Management (IFM); PriceWaterhouseCoopers Austria (PwC); and experiences derived from the delivery side of the service provider ISS Austria’s FM business.

Published in August 2014

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Engaged employees are more productive, more customer-focused and more loyal – and companies with high levels of employee engagement are more profitable, according to a number of studies over the past two decades.

Published in May 2014

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This whitepaper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and secondly, an absolute confidence in delivering to an agreed set of standards. But research also shows that this consistency is not enough in itself to guarantee service excellence.

Published in January 2012

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Read our blog

Our blog provides insights into facility management (FM) and outsourcing. You can read our latest entry and choose to subscribe so you receive the information directly into your mailbox. 
Read ISS' blog

Head Office

Contact Us Global

ISS Facility Services Australia Ltd
Level 6, 1 Thomas Holt Drive
Macquarie Park
NSW 2113
Tel: 02 8644 9700
ABN: 87 001 827 041

Other offices

White Book New Ways of Working

New Ways of Working
Read our white book New Ways of Working - the workplace of the future about the strategic themes shaping the future workplace strategies .
Open book

White Book 2020 Vision

2020 Vision
Read our white book ISS 2020 Vision about scenarios for the future of the global facility management industry.
Open book