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Digital trends in FM - Awareness gap between end users and service providers

  • Vega Sanchez, Sergio (author)
  • Homann, Klaus (author)
  • Privenau, Jacqueline (author)
  • Säteri, Jorma (author)
  • Martinez, David (author)
Publication Date
Jun 15, 2022
TU Delft Repository
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Background and aim - Emerging digital technologies are defining the future of FM. In this process of transformation, stakeholders involved must ensure balanced development. This paper presents the results of an extensive survey on the perception of digital trends in FM. Purpose of the survey was to identify possible awareness gaps between end users and service providers regarding the significance of different emerging digital technologies. Methods / Methodology - The nature of the research is explorative. Departing from an intensive literature review and investigation about key digital trends for FM, an online survey was designed and conducted, to collect qualitative and quantitative data from practice and academia. The survey drew nearly 4.000 responses from 104 countries. Industry data is segmented between service providers and end users. Based on an extensive database and selected indicators/indexes, a systematic analysis of individual technologies and stakeholder profiles was conducted. Results - Results provide data to illustrate differences in perception between end users and service providers for 25 selected technologies, identified on literature review. Representative indicators have been developed and applied to analyse the level of digital awareness, digital interest, use of technologies, and level of maturity of these technologies. Originality - The paper offers a comprehensive international analysis on digital trends in FM and gaps in awareness, usage, and interest between end users and service providers. Practical or social implications - Digitalisation in Facility Management industry has a very important development potential for business, and knowledge and awareness about digitalization trends is needed to foster its implementation and improve business opportunities. Type of paper Research paper

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