Last week, Tom Marriott, Managing Director at HW Facilities, joined a panel discussion at the annual BICSc Conference & Awards to explore one of the industry’s most talked-about topics: digitalisation, AI and innovation.
Bringing together contractors, suppliers, technology specialists and industry bodies, the discussion focused on a simple but important question: how can technology genuinely improve cleaning and facilities services?
For Tom, the answer starts with people.
Innovation Should Support People, Not Replace Them
AI continues to dominate headlines, but many conversations still focus on what technology might do in the future rather than what it can achieve today.
One of the key points raised during the discussion was that digital tools and AI are already helping organisations operate more effectively, often in ways that are less visible than people might expect. While images of robots and automation tend to attract attention, much of the value is currently being delivered through improved reporting, smarter planning, streamlined compliance processes and better communication.
Most importantly, these tools are not replacing people. They are helping teams spend less time on administration and more time focusing on service delivery, problem-solving and supporting clients.
Technology Must Solve Real Problems
At HW Facilities, we have always believed that innovation should have a clear purpose.
During the panel discussion, Tom spoke about the importance of ensuring technology solves genuine operational challenges rather than being adopted simply because it is new and expected.
The most successful solutions are often the simplest. If a tool helps teams save time, improves visibility, reduces unnecessary administration or makes it easier to deliver a consistent service, people will use it. If it creates additional complexity, adoption becomes much more difficult, regardless of how sophisticated the technology may be.
This practical approach is particularly important in cleaning and facilities management, where success depends on supporting colleagues working across multiple sites and client environments every day.
The Biggest Challenge Isn’t Technology
One of the most interesting themes of the discussion was that technology itself is rarely the biggest barrier to progress.
Many organisations have access to capable systems and digital tools. The challenge is often helping people adapt to new ways of working, building confidence and embedding change across teams. Effective communication, training and leadership remain critical to successful adoption.
The panel agreed that technology projects are most successful when people are involved from the beginning, particularly those who will use the tools day to day. Frontline supervisors and operatives are often best placed to identify what will genuinely improve an operation and what might unintentionally create more work.
Start Small and Learn
For organisations at the beginning of their AI or digitalisation journey, Tom’s advice was straightforward: don’t try to transform everything at once.
Instead, start by identifying a process that regularly causes frustration, consumes unnecessary time or limits visibility. Whether that’s reporting, audits, compliance checks or communication, small improvements can often deliver significant benefits and help build confidence for future change.
Successful innovation doesn’t begin with technology. It begins with understanding a problem and finding a better way to solve it.
Looking Ahead
The BICSc Conference provided a valuable opportunity to share experiences and perspectives from across the industry.
While technology will continue to evolve at pace, the discussion reinforced an important message: the future of cleaning and facilities management is not about replacing people with technology. It’s about giving great people better tools, better information and more time to focus on delivering exceptional service.
At HW Facilities, that’s exactly how we view innovation: practical, purposeful and always focused on people first.