Customer Reference Book 2013-2014pdf

My hands-on
approach always
gets a thumbs-up

Fredrik Ever Banke, ISS Facility Manager

in Sweden
ISS
Customer Reference Book
2013-2014
Printed in Copenhagen
January 2013
Introduction
On the cover of this book, you will meet Fredrik. When Fredrik says he is a keen
believer in Management-by-walking-around, his ISS team knows exactly what he
means. By a very hands-on approach, he has built trust throughout the organisation,
knowing that engagement and personal commitment is vital in large FM projects.
And this is what ISS is all about. We are half a million committed people, serving
your people with tailored solutions and a human touch. All so you can grow your
business.
Because of committed people like Fredrik and all of his 534,518 colleagues, ISS can
continuously strive for business excellence and further develop our service offering,
methodologies and contract scope based on close customer dialogue and feedback.
Throughout this book you will meet a series of Fredriks colleagues, all of whom
share the same commitment and focus to help our customers reach their business
goals. You will also find a great selection of customers from ISS solid portfolio of
leading global companies, which have all partnered with ISS to focus on sustainable
growth through outsourcing. The oldest partnership, between Danish Crown and
ISS Denmark, dates back to 1968; the most recent, between Decathlon Espaa and
ISS Spain was signed in June 2012.
ISS is built on the basic insight that for most companies, Cleaning Services,
Support Services, Property Services, Catering Services, Security Services and Facility
Management do not form a core part of their business processes. At ISS, we have
made these services our core business and they are always delivered with a human
touch.
Enjoy reading!
The ISS segments

ISS segment
ISIC description
ISIC section
ISIC division code
A, B, D, E
01-03, 05-09, 35, 36-39
C1
10-11
C2, F
12-20, 22-33, 41-43
Energy & Resources
Agriculture, forestry, fishing, mining and quarrying, electricity, gas,

steam, water supply, sewerage and waste management
Food & Beverage
Food products and beverages
Industry & Manufacturing
Tobacco, textiles, apparel, leather and related products, petroleum,

chemical and products, rubber, plastic, minerals, metals, printing and
reproduction of recorded media, computer, electrical, machinery, motor
vehicles, furniture, repair and installation of machinery and construction
Pharmaceuticals
Pharmaceuticals
C3
21
Retail & Wholesale
Wholesale and retail
45-47
Transportation & Infrastructure
Transportation and storage
49-53
Hotels, Leisure & Entertainment
Accommodation and food service activities, arts, entertainment

and recreation
I, R
55-56, 90-93
Business Services & IT
Information and communication, financial and insurance activities,

real estate, professional, scientific and technical activities
J, K, L, M, N
58-63, 64-66, 68, 69-75, 77-82
Public Administration
Public administration and defence, education
O, P
84, 85
Health Care
Human health and social work activities
86-88
Other
Other service activities, activities of households as employers, activities

of extraterritorial organisations and bodies
S, T, U
94-99
Index by segment
Energy & Resources 10-21
Industry & Manufacturing 22-47
Food & Beverage 48-61
Public Administration 62-79
Pharmaceuticals 80-83
Transportation & Infrastructure 84-89
Hotel, Leisure & Entertainment 90-99
Retail & Wholesale 100-117
Business Services & IT 118-153
Healthcare 154-171
Index
Energy & Resources 10-21

Schneider Electric12
PT. Pama Persada Nusantara13
YPF16
Total E&P Borneo B.V.17
OKG AB20
Landsvirkjun / Fljtsdalsst21
Industry & Manufacturing 22-47
Rexam Beverage Can Italia S.r.l..26
BSH DRIVES AND PUMPS, spol. s r.o.27
INTERTABA S.p.A. A Philip Morris Affiliate30
Xella International GmbH31
Audi Brussels34
Enefit Mines Co35
Grundfos A/S38
Continental39
DuPont de Nemours International SA42
Nexteer Automotive Poland Sp. z.o.o.43
MAHLE Argentina S.A.46
Sumitec International Ltd47
Food & Beverage 48-61
Collins Food Group52
Kraft Foods, Greece member of Mondelez International companies53
Danish Crown A/S56
Athenian Brewery SA57
Caf Iguau60
Public Administration 62-79
City of Jyvskyl66
Hafnarfjrur67
Edith Cowan University Western Australia70
Australian International School Hong Kong74
New South Wales Government Department of Public Works and Services75
NAAFI78
DUO279
Pharmaceuticals 80-83
Takeda82
Transportation & Infrastructure 84-89
ANA, Aeroportos de Portugal86
Grandi Stazioni - Cesk republika s.r.o.87
Index
MTS - Metro Transportes do Sul.88
Denver International Airport89
Hotel, Leisure & Entertainment 90-99
Narodowe Centrum Sportu Sp. z o.o. (National Stadium)92
Enjoy93
DsseldorfCongress Veranstaltungsgesellschaft mbH96
Ikaalisten Kylpyl oy, Ikaalinen Spa97
English Heritage98
Retail & Wholesale 100-117
Alcampo, S.A.104
Multi Mall Management105
Bilka Dansk Supermarked A/S.108
Solana Beijing109
Carlson Ltd112
Metropolitan Kentjana Tbk Pondok Indah Mall113
Decathlon Espaa, s.a114
Sanlitun Village115
Consrcio Park Shopping So Caetano116
Business Services & IT 118-153
Bayshore Development Group Limited 120
Moscow School of Management SKOLKOVO121
Ignis Asset Management124
Indra Sistemas, s.a.125
Canon Austria GmbH128
Elion Ettevtted AS130
Delta Lloyd Groep..................... 131
Belgacom S.A.134
Barmer GEK135
UBS AG138
Komercni banka (Societe Generale)139
Credit Suisse AG....................... 142
ENTEL S.A. 143
TDC A/S146
VTR147
Regus150
Siemens AS, Siemens Real Estate151
SAP152
Healthcare 154-171
Lyell McEwin Hospital158
Index by customer
Complexo Hospitalar Edmundo Vasconcelos162
Sanatorio SEMM Mautone163
Hospital Regional de Alta Especialidad de Ixtapaluca166
Singapore General Hospital (SGH)167
Sanitas (Bupa Group)168
University Hospital of Ioannina169
Horizon Healthcare Services, Inc.170
Index by country
Argentina 16
Argentina 46
Australia 52
Australia 70
Australia 75
Australia 158
Austria 128
Belgium 34
Belgium 134
Brazil 60
Brazil 116
Brazil 162
Brunei 17
Chile 93
Chile 143
Chile 147
China 109
China 115
Czech Republic 87
Czech Republic 139
Denmark 38
Denmark 56
Denmark 108
Denmark 146
Estonia 35
Estonia 130
Finland 66
Finland 97
Finland 112
France 39
France 152
Germany 31
Germany 78
Germany 96
Germany 135
Greece 53
Greece 57
Greece 169
Hong Kong 74
Hong Kong 120
Iceland 21
Iceland 67
Indonesia 13
Indonesia 113
Italy 26
Italy 30
Mexico 166
Norway 151
Poland 43
Poland 92
Portugal 86
Portugal 88
Portugal 105
Russia 47
Russia 82
Russia 121
Russia 150
Singapore 167
Slovakia 27
Spain 104
Spain 114
Spain 125
Spain 168
Sweden 20
Switzerland 42
Switzerland 138
Switzerland 142
The Netherlands 79
The Netherlands 131
Turkey 12
United Kingdom 98
United Kingdom 124
Uruguay 163
USA 89
USA 170
9
I know how important

it is to come home to fresh sheets
after a long day at work
10
Marilou Lopez, Housekeeping & Accommodation Services Professional,

ISS Energy & Resources Team, Pilbara, Western Australia
ENERGY
&
RESOURCES
11
FACILIT Y MANAGEMENT |CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y
Schneider Electric
Facts
ISS Tesis Ynetim Hizmetleri A.S.
Country Turkey
Market segment
Energy & Resources
Customer of ISS since
2011
Employees at customer 550 (in Turkey)
Customer sites
1
ISS employees on site
102
Yahya Kemal Mah

Okul Cad. No:8 Kagthane 34410
Istanbul
Turkey
Tel.: +90 212 354 74 00
www.tr.issworld.com
Description
Founded in 1968 as AEG-ETI, then continued under the name
GEC-ALSTON, ALSTROM and AREVA. As of 1 June 2011 the
company has run under the name Schneider Electric.
From steel in the 19th century, to electrical distribution and
automation in the 20th and energy management in the 21st,
Schneider Electric has always been driven by an international,
innovative and responsible mindset to shape the transformation
of the industry it is evolving in.
Service Mix
ISS Turkey delivers a full IFS contract covering Facility
Management, Cleaning Services, Support Services, Property
Services, Catering Services and Security Services.
Account Manager
Hilmi Uzun
IFS Operation Director
Tel.: +90 530 931 2879
hilmi.uzun@tr.issworld.com
12
ISS Turkey delivering Catering Services
FACILIT Y MANAGEMENT|CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y
PT. Pama Persada Nusantara

Facts
Account Manager
Country Indonesia
Market segment
Energy & Resources
2007
Employees at customer 1,200
Customer sites
14
184
Deden Yulih MRA

Field and Care Manager
deden.yulih@iss.co.id
Description
PT. Pama Persana Nusantara is a world leading mining contractor.
The project is located at East Borneo, South Borneo and South
Sumatra.
Service Mix
P.T. ISS Indonesia

Graha ISS
Jl. Jend. Sudirman Blok J No. 3
Bintaro Jaya 15229
Indonesia
Tel.: +6221 748 64490
www.id.issworld.com
ISS Indonesia delivers Catering (Canteen), Support Services,

Laundry, Housekeeping and Gardening.
Contract History
The contract has been re-negotiated as follows:

2012 2013
2011 2012
2009 2011
2007 2009
ISS Indonesia performing Catering Services at PT. Pama Persada Nusantara site
13
14
YPF

In reference to the service provided by ISS in YPF main
Computing Center, we would like to highlight the commitment,
professionalism and dedication not only of the technicians, but
also of the technical representatives who provide support to
the account and are the direct contacts for our area
Engineer Jorge C. Martins | Maintenance Manager
YPF | Argentina
15
FACILIT Y MANAGEMENT
C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SECURIT Y
YPF
Facts
What the Customer Says
Country Argentina
Market segment
Energy & Resources
2009
Customer sites
2
8
In reference to the service provided by ISS in YPF main

Computing Center, we would like to highlight the commitment,
professionalism and dedication not only of the technicians, but
also of the technical representatives who provide support to the
account and are the direct contacts for our area.
Description
YPF is a leading energy company in the different segments
of the sector: upstream, downstream and commercial. It is
the main producer of hydrocarbons; it is the largest investor
and one of the highest generators of employment: more than
46,000 people are employed directly and indirectly. It stands out
for its consistent profitability and financial soundness.
The company has around 1,600 service stations distributed
throughout the country of Argentina and produces a wide
range of products for agriculture and industry.
Service Mix
ISS Argentina delivers Maintenance Services, Technical Cleaning
Services and monitoring of critical services by BMS.
Engineer Jorge C. Martins, Maintenance Manager
Account Manager
Leonardo Santeusanio
Facility Manager
Tel: +54 911 4085 2542
leonardo.santeusanio@ar.issworld.com
ISS Argentina S.A.
Bazurco 2355
C1419FKC
Buenos Aires
Argentina
Tel.: +54 11 4830 4100
www.ar.issworld.com
Contract History
ISS Argentina won the contract for Maintenance and Cleaning
Services of the Data Centre area in 2009.
16
ISS Argentina carrying out Property Services
Total E&P Borneo B.V.

Facts
Account Manager
Country Brunei
Market segment
Energy & Resources
2005
Employees at customer 500 (100 internal staff and over 400
contracted workforce)
Customer sites
21
37
Edison San Diego

Cleaning & Maintenance Division Head
Tel.: +673 8732953
Email: edison@issbrunei.com
Description
Total is a leading multinational energy company with more
than 96,000 employees and operations in more than 130
countries. Together with its subsidiaries and affiliates, Total is
the fifth -argest publicly traded integrated international oil and
gas company in the world (based on market capitalisation, in
dollars, as of 31 December 2010).
ISS Facility Services Sdn. Bhd.

1A, Bangunan Menglait 1, Mile 2
Jalan Gadong
Bandar Seri Begawan BE3919
Brunei Darussalam
Tel.: +673 2420973
www.bn.issworld.com
In Brunei, Total is represented by two companies: Total E&P

Borneo B.V. and Total E&P Deep Offshore B.V. In 2011, Total
in Brunei achieved 12 years without lost time injury (LTI) with
a total of 7.5 million work hours. It was also granted an ISO
14001:2004 certification in April 2010, which confirms that its
Environmental System complies with international standards.
Service Mix
ISS Brunei performs Pest Control, Cleaning and Housekeeping
Services.
Contract History
The contract initially included only Pest Control Services and
expanded to include Cleaning and Housekeeping in 2008.
ISS delivering Cleaning Services
17
OKG AB
18
ISS is a true partner that shows initiative and manages to solve

developing problems at an early stage. Their long experience
as a service supplier to the nuclear industry is crucial for our
choice of partner, and I feel confident in their way of delivering
service with competent staff. We focus on what we do best,
and ISS does the same. That way, both parties win
Susanne Andersson | Service Manager
OKG AB | Sweden
19
OKG AB
Facts
Contract History
Country Sweden
Market segment
Energy & Resources
1999
Employees at customer 850
Customer sites
1
100 (during outage approx. 300)
ISS has delivered Facility Management Services to OKG since

1999. Before that, ISS had been supplying single services to
OKG since 1974. The contract has developed cooperatively over
the years and currently consists of 8 SLAs, which define the
agreed service delivery.
Description
OKG was founded in 1965 and today owns and operates three
nuclear reactor units Oskarshamn 1, 2 and 3 which together
account for 10 per cent of the total electricity generation in
Sweden.
The plant is located on the Swedish east coast, 30 km north of
Oskarshamn. Oskarshamn 1, Swedens first commercial nuclear power unit, was commissioned in 1972. Oskarshamn 2 has
been in operation since 1974 and Oskarshamn 3 was put into
commercial operation in 1985.
Each reactor is shut down every year for three to six weeks for
maintenance, safety system control and replacement of 20 per
cent of the fuel elements. These planned outages normally occur between May and September. The total plant investment at
Oskarshamn is approximately SEK 20 billion.
OKG presently has approximately 850 employees and an annual
turnover of around SEK 3 billion.
Service Mix
20
ISS Swedens partnership with OKG is a Faciliy Management

contract with a wide range of services, for example Cleaning,
Property Maintenance, Decontamination, Transportation, Waste
Disposal and Catering Services.

ISS is a true partner that shows initiative and manages to solve
developing problems at an early stage. Their long experience as
a service supplier to the nuclear industry is crucial for our choice
of partner, and I feel confident in their way of delivering service
with competent staff. We focus on what we do best, and ISS
does the same. That way, both parties win.
Susanne Andersson, Service Manager
Account Manager
Maria Karlsson
Site Manager
Tel.: +46 73 436 36 24
maria.karlsson@se.issworld.com
ISS Facility Services AB

rstangsvgen 11
Box 47635
117 94 Stockholm
Sweden
Tel.: +46 8 681 60 00
www.se.issworld.com
Maria Karlsson, ISS Site Manager on front of OKG plant
CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y
Landsvirkjun / Fljtsdalsst
Facts
Account Manager
Country Iceland
Market segment
Energy & Resources
2008
Employees at customer 20 on site
Customer sites
1
5
Valdemar Valdemarsson
Branch manager
Tel.: +354 6630-9381
Valdemar@is.issworld.com
Description
Fljtsdalsst is a power station and was launched on 30
November 2007.
The stations catchment covers over 2200 m2 and the stations
reservoirs are formed by five dikes that are over 5 km long.
The power of Fjtsdalsst is 690 MW; it is the most powerful
hydroelectric power station in Iceland.
ISS Iceland ehf

Austurhraun 7
210 Gardabaer
Iceland
Tel.: +354 5800 600
www.is.issworld.com
Service Mix
ISS delivers Cleaning Services and Catering Services.
Contract History
The contract was won via a tender offer process.
Fljtsdalsst
21
I know the ultimate

cleaning secret

Yney Glay, Cleaning Professional for

BMW in Dingolfing, Germany
22
INDUSTRY
&
MANUFACTURING
23
24
Rexam Beverage Can Italia S.r.l.
We are satisfied with the work carried out by ISS on

our Italian plant
Lorenzo Garbellini | Managing Director
Rexam Beverage Can Italia S.r.l. | Italy
25
FACILITY MANAGEMENT
Rexam Beverage Can Italia S.r.l.

Facts
Country Italy
Market segment
Industry and Manufacturing
2011
Customer sites
2
4
We are satisfied with the work carried out by ISS on our Italian
plant.
Description
Ermanno Poli
Facility Manager
Tel.: + 39 348 4080197
Ermanno.poli@issfacilityservices.it
Rexam is a leading global consumer packaging company. It is

a leading global beverage can maker and one of the global
leaders in rigid plastic packaging. Its vision is to be the best
consumer packaging company in the world.
They are business partners with some of the worlds most
famous and successful consumer brands as well as young,
entrepreneurial start-ups. They offer a broad range of packaging
services and solutions for different industries, using different
materials and technologies.
Lorenzo Garbellini, Managing Director
Account Manager
ISS Facility Services S.r.l.

Via E Bugatti 12
20142 Milano
Italy
Tel.: +39 02 82681210
www.it.issworld.com
Service Mix
ISS Italy delivers Facility Management and the following services:
Cleaning Services, Laundry Services, Waste Management, Pest
Control, Catering Services, Vending Machines, Landscaping and
Security Services.
Contract History
ISS Italy has delivered Integrated Facility Management Solutions
since 2011.
26
ISS Italy delivering Property Services
C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SEC U RIT Y
BSH DRIVES AND PUMPS, spol. s r.o.

Facts
Account Manager
Country Slovakia
Market segment
2006
Customer sites
1
25
Anna Micankov
Manager
+421 905 571 638
anna.micanikova@sk.issworld.com
Description
Mokrn Zhon 2
821 04 Bratislava
Slovakia
Tel : +421 2 32 630 111
The factory in Michalovce produces electric motors for washing

machines, dryers and dishwashers. The factory produces more
than seven million engines. The whole production is destined
for export. The company has experience in acoustics, as well as
contactless and optical methods. They also place great emphasis
on low-noise motors.
ISS Facility Services spol. s r.o.
www.sk.issworld.com
Service Mix
ISS Slovakia carries out Cleaning Services, Technical Building
Maintenance and Security Services.
Contract History
2008
2010
2010
Cleaning Services
Technical Building Maintenance
Security Services
ISS performing Property Services
27
28
Intertaba
After one and a half years of IFMS contract with ISS,

were happy to say were experiencing a successful
partnership with ISS. Common objectives, contract
ownership and customer orientation (focused on
innovation and continuous improvement) are the
key elements of supporting business. We look
forward to meeting new challenges together with
ISS as a valid partner for business
Alberto Plat | Purchasing Supervisor
INTERTABA S.p.A. A Philip Morris Affiliate | Italy
29
INTERTABA S.p.A. A Philip Morris Affiliate

Facts
Country Italy
Market segment
2010
Customer sites
1 site (4 premises)
35
After one and a half years of IFMS contract with ISS, were
happy to say were experiencing a successful partnership
with ISS. Common objectives, contract ownership and
customer orientation (focused on innovation and continuous
improvement) are the key elements of supporting business. We
look forward to meeting new challenges together with ISS as a
valid partner for business.
Description
Intertaba S.p.A., based in Zola Predosa, near Bologna, is a
specialized cigarette filter manufacturing unit, supplying several
Philip Morris International factories around the world.
Intertaba S.p.A. became a PMI affiliate in 1964. Over the years,
the company has built a solid know-how of prototyping and
producing technologically advanced cigarette filters.
Intertaba S.p.A currently employs approximately 450 people.
Its people are globally recognised for their expertise in the
filter-making process and their drive and commitment towards
innovation.
Service Mix
ISS Italy performs Daily Office Cleaning, Industrial Cleaning,
Vending Machines, Reception Services, Switchboard, Waste
Management, Pest Control and Landscaping.
Alberto Plat, Purchasing Supervisor
Account Manager
Carlo Fancinelli
Site Manager
Tel.: +39 342 1688710
carlo.fancinelli@issfacilityservices.it
ISS Facility Services S.r.l.

Via E Bugatti 12
20142 Milano
Italy
Tel.: +39 02 82681210
www.it.issworld.com
Contract History
ISS Italy has delivered Integrated Facility Management Solutions
since 2010.
30
ISS delivering Catering Services
http://www.xella.co.uk/html/gbr/en/index.php
Recreate PMS
Xella International GmbH

Facts
Contract History
Country Germany
Market segment
2011
Employees at customer 350 employees on German site

6,950 employees worldwide
Customer sites
1
18 (of which 6 are full time)
ISS Germany initially delivered Cleaning Services to one Xella

building. ISS was then contracted to provide Catering Services
to Xellas new central building.
Description
Account Manager
The Xella group is a global company that produces building

materials, dry lining and lime. With about 90 factories in 18
countries and sales and marketing organisations in about 30
countries, Xella is flying its flag internationally. In 2011 the
company employed 6,950 people with a sales volume of Euro
1.3 billion.
Martin Wrede
Head of Service Center Dsseldorf
Tel.: + 49 211 30278 333
martin.wrede@de.issworld.com
Service Mix
ISS Germany provides Catering Services (including breakfast
and lunch), Conference and Event Services, Vending Machine
Services, Building Maintenance, Troubleshooting Services,
Standby Duty (with CAFM software), Reception Services, Mail
Handling, Security and Cleaning Services. An ISS Account
Manager is responsible for the overall coordination of all
Technical and Infrastructure Facility Management Services.
This has now been extended to include all ISS services for both
Xella (Catering, Cleaning, Security, Office Support and Pest
Control) and Property Maintenance for the buildings owner.
ISS Facility Services GmbH

Wanheimer Strae 92
40468 Dsseldorf
Germany
Tel.: +49 211 30278-0
www.de.issworld.com
ISS Germany delivering Property Services
31
32
Audi Brussels recommends ISS as a reliable partner in the

cleaning and maintaining of its building facilities. The ISS staff
in Brussels has the ability to work well cross-functionally with
all the departments ,and has gained the trust and respect of
all the management. Over the years theyve proven to be able
to deliver the necessary flexibility and quality to respond to
the ever-changing needs of the automotive environment
Philippe De Reu | Leiter Beschaffung / Zentrallager
Audi Brussels | Belgium
33
Audi Brussels
Facts
Country Belgium
Market segment
2003
Employees at customer 2,750 (2,000 blue collar + 400 white
collar + 350 interims) + subcontractor
Customer sites
1
95
Audi Brussels recommends ISS as a reliable partner in the

cleaning and maintaining of its building facilities. The ISS staff
in Brussels has the ability to work well cross-functionally with
all the departments ,and has gained the trust and respect of
all the management. Over the years theyve proven to be able
to deliver the necessary flexibility and quality to respond to the
ever-changing needs of the automotive environment.
Description
Philippe De Reu, Leiter Beschaffung / Zentrallager
Volkswagen has been manufacturing cars in Brussels since 1949.

A major restructuring took place in 2007, when Volkswagen
pulled out to be replaced by Audi. Since 2010 the 540,000 m
site has been dedicated to the production of the A1, a huge
commercial success by any measure. Bodywork, paint shop and
assembly line are done on site. The state-of-the art logistical
centre Automotive Park, with its just-in-time processes, drives
the production chain; no less than 520 cars are produced daily.
Account Manager
Service Mix
Industrial Cleaning and Technical Cleaning of machinery. Daily
Office Cleaning, Window Cleaning and all Special Cleaning
assignments, Waste Management, Handyman Services,
Renovation Services and Grounds Maintenance, Catering
Services, Single point of contact and Integrated Reporting.
Freddy Schepens
National Sales Manager IC
Tel.: +32 498 94 84 87
freddy.schepens@be.issworld.com
ISS N.V.
Steenstraat 20/1
1800 Vilvoorde / Koningslo
Belgium
Tel.: +32 2 263 66 11
www.be.issworld.com
Contract History
34
Some of the companies acquired by ISS had contracts with

Volkswagen, mainly for Industrial Cleaning. Since 2003, first
Volkswagen and then Audi, has become an ever more important
customer for ISS Belgium, adding services and volume to the
base contract. Audi is one of ISS Belgiums top 10 customers.
C LE ANING|SUPP ORT|PROPERT Y|C ATERING|SECURIT Y
Enefit Mines Co
Facts
Contract History
Country Estonia
Market segment
2009
Customer sites
1 (Indoor approx. 38,000 m2, outdoor
approx. 268,000 m2)
61
The first contract for Indoor and Outdoor Cleaning Services

for Estonia mine and Viru mine was signed with Enefit
Mines Ltd in 2009.
In 2010 we began providing Cleaning services at Aidu
quarry and Enefit Mines Logistics company sites.
In 2011 we started providing Laundry Services on for Estonia
mine, Viru mine, Aidu quarry and Narva quarry.
In 2012 ISS Estonia began providing cleaning Services at
Narva quarry.
Description
Enefit Mines Ltd mines oil shale to supply the electricity and
oil industries with fuel and raw materials. The company also
processes the enrichment waste from oil shale, sending it as a
raw material to the construction materials industry and as gravel
for road construction.
The company has four mines; two underground and two
opencast, and a rail transport unit.
Service Mix
ISS Estonia provides Indoor Cleaning, Outdoor Cleaning,
Laundry Services and Special Cleaning.
Account Manager
Tatjana Krutshinkina
Service manager
Tel.: + 372 5183441
tatjana.krutshinkina@iss.ee
ISS Haldus O
Vilde tee 129
12613 Tallinn
Estonia
Tel.: +372 613 9107
www.ee.issworld.com
35
Grundfos want to develop a more efficient Facility Management

organisation and have consequently outsourced certain Facility
Services. This is driven by Grundfos overall strategy to focus on
its core business in the future. Based on this, Grundfos chose ISS
as a partner to support this strategy. We recognise ISS as a strong
global player, with a platform to support a potential step-wise
global approach in the future
36
Erik Pagaard | Manager Group Properties

Grundfos A/S | Denmark
Grundfos
37
FAC ILIT Y MANAGE M ENT|C LE ANING|SU PPO RT|PRO PE RT Y|C ATERING|SECURIT Y
Grundfos A/S
Facts
Contract History
Country Denmark
Market segment
1989
Employees at customer Approx. 17,000 (4,900 located in
Denmark)
Customer sites
5 locations in Denmark, approx.
250,000 m2
90
ISS Denmark has delivered Cleaning Services since 1989. In 2010

the contract was expanded to cover the existing scope, driven
by the key objectives of transparency, service level alignment
and free up non-core resources.
Description
An annual production of more than 16 million pump units makes
Grundfos one of the worlds leading pump manufacturers.
Circulator pumps for heating and air-conditioning as well as
other centrifugal pumps for the industry, water supply, sewage
and dosing are its main products. Today Grundfos is the worlds
largest manufacturer of circulators, covering approximately 50
per cent of the world market of these pumps.
The majority of activities for Danish Grundfos takes place in
Bjerringbro, where the company was established in 1945.
The Grundfos Group is today represented by more than 80
production and sales branches in more than 45 countries. In
addition, Grundfos products are sold in a large number of
countries by local distributors.
Service Mix
ISS Denmark provides Building Maintenance Services, M&E
Services, Project Management, Helpdesk, Cleaning and
Landscaping Services at Grundfos facilities in Denmark as well
as Hotel Services at the Poul Due Jensen Academy.
38

Grundfos want to develop a more efficient Facility Management
organisation and have consequently outsourced certain Facility
Services. This is driven by Grundfos overall strategy to focus on
its core business in the future. Based on this, Grundfos chose
ISS as a partner to support this strategy. We recognise ISS as a
strong global player, with a platform to support a potential stepwise global approach in the future.
Erik Pagaard, Manager Group Properties
Account Manager
Malene Holm Smed
FM Manager
Tel.: +45 21752664
malene.holm.smed@dk.issworld.com
ISS Facility Services A/S

Mntmestervej 31
2400 Copenhagen NV
Denmark
Tel.: +45 38 17 17 17
www.dk.issworld.com
ISS performing Facility Management
C LE ANING|SU PPO RT|PRO PE RT Y|C ATERING|SECURIT Y
Continental
Facts
Account Manager
Country France
Market segment
Customer of ISS since 2012
Employees at customer 3,500 in France
Customer sites
4
ISS employees on site 80
Benoit Crouzatier
+33 (0)6 94 95 45 15
benoit.crouzatier@fr.issworld.com
Description
With sales of e30.5 billion in 2011, Continental is among the
worlds leading automotive suppliers. As a supplier of brake
systems, systems and components for powertrains and chassis,
instrumentation, infotainment solutions, vehicle electronics, tires
and technical elastomers, Continental contributes to enhanced
driving safety and global climate protection.
ISS Holding Paris SAS

12, rue Fructidor
75017 Paris
France
Tel.: +33 01 44 04 44 04
www.fr.issworld.com
Continental is also an expert partner in networked automobile

communication. Continental currently has approximately
164,000 employees in 46 countries.
Service Mix
ISS France performs Cleaning Services, Landscaping, Call Centre
Services, Logistics and Pest Control.
Contract History
SInce 2012 ISS France has been working in partnership with
Continental to provide lower risk and add high value.
ISS France performing Property Services
39
40
With the IFS solution, the resources are

used in an effective way, which significantly
lowered our costs
Mr. Estevez Santiago | Facilities Services & Real Estate
Manager Geneva, Eastern Europe, Central Europe,
TME & La Susette Site Manager
DuPont de Nemours International SA | Switzerland
41
DuPont de Nemours International SA

Facts
Country Switzerland
Market segment
Customer sites
2
ISS employees on site 59 (1 Facility Services Manager,
42 cleaning professionals, 16
administrative employees)
Description
Founded in 1802, DuPont puts science to work by creating
sustainable solutions that are essential to a better, safer,
healthier life for people everywhere. Operating in more than 70
countries, DuPont offers a wide range of innovative products
and services for markets including agriculture, nutrition,
electronics, communications, safety and protection, home and
construction, transportation and apparel.
Service Mix
ISS Switzerland delivers Facility Management, Support Services
(Reception, Mail Room, Conference Rooms and Transportation),
Property Services (Pest Control, Landscaping, Winter Services,
Parking Management, Project Management, Move and
Changes) and Cleaning Services (Daily Office Cleaning and
Special Cleaning).

With the IFS solution, the resources are used in an effective
way, which significantly lowered our costs.
Mr. Estevez Santiago, Facilities Services & Real Estate Manager
Geneva, Eastern Europe, Central Europe, TME & La Susette
Site Manager
Account Manager
Christophe Favier-Bosson
Managing Director
Tel.: +41 58 787 78 22
ISS Schweiz AG
Buckhauserstrasse 22
Postfach
8010 Zrich
Switzerland
Tel.: +41 58 787 80 00
www.ch.issworld.com
Contract History
2004
42
IFS contract
ISS Switzerland delivering Support Services
Nexteer Automotive Poland Sp. z.o.o.

Facts
Account Manager
Country Poland
Market segment
2012
Customer sites
2
11
Regional Manager
Marcin Grabiwoda
Tel.: +48 79 5149 569
marcin.grabiwoda@pl.issworld.com
Description
Ul. M Flisa 2
02-247 Warsaw
Poland
Tel.: +48 22 577 4200
Nexteer Automotive is a global leader in advanced steering

and driveline systems. Nexteers in-house development and
integration of hardware, software and electronics gives the
company an unmatched competitive advantage as a full service
steering supplier.
ISS Facility Services Sp. z o.o.
www.pl.issworld.com
Nexteer has a 100-year heritage of vehicle integration expertise

and product workmanship. The company has a strong foundation
and a reputation for providing dependable steering solutions and
enduring customer relationships.
Service Mix
ISS Poland provides Catering (meals ready for consumption).
Contract History
In 2008 Nexteer (formerly Delphi) invited ISS Poland to examine
the possibilities of providing food services in Nexteers Tychy
location. Because of the global market situation, the project
was suspended for a while and re-opened in 2010 when the
negotiations were resumed and the contract was awarded in
2012.
43
ISS carries out the Cleaning Services of washrooms, hallways, glasses, furniture,
green spaces and offices. ISS runs jobs with environmental responsibility,
complying with the ISO 14001 standards required by MAHLE.
ISS has accomplished a synergy in the areas of HR, HS&E, Maintenance and
Waste Management of MAHLE Argentina S.A., which allows the achievement
of objectives fast and efficiently.
ISS cooperates as a fundamental pillar in the PIL (Integral Cleaning Plan)
Program based on the Japanese techniques of the 5 S, released in August 2012,
the aim of which is to obtain tidiness and cleanliness in all areas of the plant,
creating a discipline that eventually turns into culture and common practice.
Since the beginning of the services, ISS has reached the highest level of
qualification (92.60 per cent on average), measured by the, assessment of
services of third parties, conducted by MAHLE Argentina S.A., which evaluates
compliance and satisfaction of the service provided by third parties each month
44
Lucas Martin Gareis | Human Resources

MAHLE Argentina S.A. | Argentina
MAHLE
45
MAHLE Argentina S.A.

Facts
Country Argentina
Market segment
Customer sites
1
Description
As a leading global development partner for the automotive
and engine industry, MAHLE offers unique systems competence
in internal combustion engine and engine peripherals.
For more than 90 years, MAHLE has played a decisive role
in promoting the development of automotive and engine
technology, setting standards time and again. MAHLE has a
local presence in all major world markets. Approximately 49,000
employees work at over 100 production plants.
Service Mix
ISS Argentina manages Cleaning Services, Washroom Services,
Cleanroom and Landscaping.
Contract History
ISS won the Cleaning Services contract in April 2012.
46
ISS carries out the Cleaning Services of washrooms, hallways,

glasses, furniture, green spaces and offices. ISS runs jobs with
environmental responsibility, complying with the ISO 14001
standards required by MAHLE.
ISS has accomplished a synergy in the areas of HR, HS&E,

Maintenance and Waste Management of MAHLE Argentina
S.A., which allows the achievement of objectives fast and
efficiently.
ISS cooperates as a fundamental pillar in the PIL (Integral
Cleaning Plan) Program based on the Japanese techniques
of the 5 S, released in August 2012, the aim of which is to
obtain tidiness and cleanliness in all areas of the plant, creating
a discipline that eventually turns into culture and common
practice.
Since the beginning of the services, ISS has reached the highest
level of qualification (92.60 per cent on average), measured by
the, assessment of services of third parties, conducted by MAHLE
Argentina S.A., which evaluates compliance and satisfaction of
the service provided by third parties each month.
Lucas Martin Gareis, Human Resources
Account Manager
Enrique Susemihl
Operational Manager
+0341 1531 86521
enrique.susemihl@issworld.com.ar
ISS Argentina S.A.
Bazurco 2355
C1419FKC
Buenos Aires
Argentina
Tel.: +54 11 4830 4100
www.ar.issworld.com
ISS Argentina performing Cleaning Services
Sumitec International Ltd

Facts
Account Manager
Country Russia
Market segment
2007
Customer sites
1
4
Olga Shikhova
Key Account Manager
Tel.: +7 495 933 44 73
olga.shikhova@ru.isworld.com
Description
21 Noviy Arbat str.

119019, Moscow
Russia
Tel.: +7 495 933 44 73
Sumitec International Ltd is a supplier of construction and

mining machinery. The company supplies Toyota and Komatsu
forklift loaders. The company was founded in 2001 and is based
in Moscow, Russian Federation. Sumitec International Ltd is a
part of Sumitomo Corporation.
ISS Facility Services Rus LLC
www.ru.issworld.com
Service Mix
ISS Russia manages Internal and External Cleaning, Catering
and Technical Maintenance.
Contract History
The contract was first signed in 2007 for Maintenance Services.
Cleaning and Catering was added in 2010. The contract is
renewed every year.
ISS delivering Property Services
47
I thrive in a job where freedom

comes with responsibilities

Kim Koustrup, Supervisor at Danish Crown, Denmark
48
FOOD
&
BEVERAGE
49
50
@ Collins Food Group
Collins Foods Limited recommends ISS as a reliable partner

in providing both Pest Management and Washroom
Services.
ISS has provided our business with excellent professional
support and has proven over many years to be both
proactive and flexible in their service and support
John Hands | Chief Supply and Information Officer
Collins Food Group | Australia
51
Collins Food Group

Facts
Country Australia
Market segment
Food & Beverage
2003
Customer sites
149
ISS employees on site ISS utilises both Washroom and
Pest Technicians from more than
12 branches throughout Australia,
including regional towns and remote
sites.
Collins Foods Limited recommends ISS as a reliable partner in

providing both Pest Management and Washroom Services.
Description
Tony Philpot
General Manager Hygiene, Queensland
Tel.: +61 7 3815 6660
tony.philpot@au.issworld.com
Based in Brisbane, Queensland, Collins Foods operates food

service retail outlets across Australia.
They run 122 KFC outlets in Queensland and all 27 Sizzler
restaurants across Australia. They also franchise 53 Sizzler
restaurants in Asia, predominantly in Thailand and China.
Service Mix
ISS Australia provides Hygiene, Washroom & Pest Control
Services to the Collins Foods portfolio, comprising 149 sites
across Australia, including both KFC and Sizzler Restaurants.
ISS has provided our business with excellent professional

support and has proven over many years to be both proactive
and flexible in their service and support.
John Hands, Chief Supply and Information Officer
Account Manager
ISS Australia

ISS Facility Services Australia Ltd.
Unit 1, 12 Mars Road
Lane Cove NSW 2066
Australia
Tel.: +61 2 8644 9700
www.au.issworld.com
Contract History
52
ISS relationship with Collins Foods commenced in September

2003. Although the majority of KFC and Sizzler Restaurants are
located within Queensland, Collins Foods also has Sizzler sites
in Western Australia and New South Wales that are serviced by
ISS. After implementing Pest Control Services in 2003, ISS was
asked to add Hygiene and Washroom Services in 2006.
C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SEC U RIT Y
Kraft Foods, Greece member of Mondelez International companies

Facts
ISS Facility Services S.A.
Country Greece
Market segment
Food & Beverage
2011
Customer sites
2
17
479 Mesogeion Avenue

153 43 Agia Paraskevi, Athens
Greece
Tel.: +30 210 27 05 600
www.gr.issworld.com
Description
Kraft Foods, which split many of its brands into a separate
company called Mondelez International in October 2012, is
an American multinational confectionery, food and beverage
conglomerate.
It markets many brands in more than 170 countries. Twelve of its
brands annually earn more than $1 billion worldwide: Cadbury,
Jacobs, Kraft, LU, Maxwell House, Milka, Nabisco, Oreo, Oscar
Mayer, Philadelphia, Trident and Tang. Forty of its brands are at
least a century old.
Service Mix
ISS Greece performs Cleaning Services, Security Services, Pest
Control, Landscaping, Technical Services, Waste Disposal and
Washroom Services.
Account Manager
Hara Hatzirodia
Employee Relations & Facility Management Coordinator
+30 210 2889 000
hhatzirodia@kraftfoods.com
ISS performing Security Services
53
The main challenge for Danish Crown is sustaining our

competitive advantage in the global market. Production
efficiency is a key factor in maintaining our level of
exports. We do this by running a very efficient and
modern slaughterhouse.
At Danish Crown we are not experts in cleaning.
However, we do recognise when it is done properly.
Having a supplier and partner who constantly innovates
and develops our cleaning solution is critical to our cost
efficiency and competitiveness.

ISS water-saving nozzles reduce consumption, heating,
and drainage of water in the cleaning process at our
production facilities. I consider this a win-win-win situation
Per Laursen | Plant Director
Danish Crown A/S | Denmark
54
Zafer Shaban, Denmark

55
Danish Crown A/S

Facts
separation and collection of machines.
Country Denmark
Market segment
Food & Beverage
1976
Customer sites
7 cattle slaughterhouses and cutting
plants, 2 departments for retail-packed
meat, 2 distribution departments/fresh
food terminals and admin. facilities
Approx. 350
In recent years, the focus has been on energy optimisation. Most

remarkably, ISS has developed unique nozzles that significantly
reduce Danish Crowns water consumption. Together, Danish
Crown and ISS also collaborate on projects to reduce the use
of active chlorine and energy consumption related to cleaning.
Description
The Danish Crown group is an international food producer with
production and sales around the world. Danish Crown, the parent
company, produces and markets pork and beef. Danish Crowns
subsidiaries produce and market processed food products and
other products for food production. Danish Crown is:
The worlds second largest and Europes largest pig
slaughtering business
Europes largest meat-processing company
Denmarks largest cattle slaughterhouse business
One of the two or three largest meat exporters in the world
and the worlds largest exporter of pork. *
*www.danishcrown.dk
Service Mix
ISS Denmark performs Production Cleaning, Sewer Services,
Plant Services, Window Polish, Green Maintenance, General
Cleaning, Catering and Damage Control.
Contract History
56
During the past 30 years, collaboration between Danish Crown

and ISS has evolved from primarily Production Cleaning to
include services involving preparation for production and the

The main challenge for Danish Crown is sustaining our
competitive advantage in the global market. Production
efficiency is a key factor in maintaining our level of exports. We
do this by running a very efficient and modern slaughterhouse.
At Danish Crown we are not experts in cleaning. However, we
do recognise when it is done properly. Having a supplier and
partner who constantly innovates and develops our cleaning
solution is critical to our cost efficiency and competitiveness.
ISS water-saving nozzles reduce consumption, heating, and
drainage of water in the cleaning process at our production
facilities. I consider this a win-win situation.
Per Laursen, Plant Director
Account Manager
Henrik Bo Jensen
Regionsdirektr
+45 23386900
henrik.bo.jensen@dk.issworld.com

Mntmestervej 31
2400 Copenhagen NV
Denmark
Tel.: +45 38 17 17 17
www.dk.issworld.com
ISS Denmark delivering Cleaning Services
Athenian Brewery SA
Facts
Service Mix
Country Greece
Market segment
Food & Beverage
2006
Customer sites
4 plants
50
ISS Greece performs Cleaning, Landscaping and Technical

Facility Management & Sorting.
Description
Athenian Brewery S.A. is the largest producer and distributor of
beer in Greece. The company was founded in 1963 by a group
of Greek entrepreneurs and it is a member of the Heineken
NV group. In 1965, the first brewery producing Amstel beer
was established in Athens. The second factory was opened in
Thessaloniki in 1972. Production was significantly enhanced,
while in 1976, Amstel become the best-selling beer brand in
the Greek market: a position it still retains today.
In 1981, Athenian Brewery launced Heineken beer, while
expansion continued with the foundation of a third plant in
Patra, in 1985. In 1990, the company began producing the nonalcoholic Buckler beer, while in 1993, the bottling of Natural
Mineral Water under the brand name IOLI began in the
companys state-of-the-art facilities in Lamia an area that is
renowned for its natural springs. Meanwhile, Athenian Brewery
enriched its portfolio with major international imported brands,
such us Erdinger, Murphys Irish Stout and Red, Duvel, Chimay,
Kirin Mc Farland, Carib and Desperados. In 1999, the company
commenced the production of the Alsatian beer brand Fischer,
while in 2000, it launched the traditional Greek Alfa beer brand.
Account Manager
Elias Argeropoulos
Procurement Manager
+30 210 53 84 116
e._argeropoulos@heineken.com

Greece
Tel.: +30 210 27 05 600
www.gr.issworld.com
Athenian Brewery SA
57
58
Our partnership with ISS has been sustained because

of the respect and reputation of parties, and also the
transparency, credibility and quality of services
Cleverson Roberto Vengrus | General Services Administration
Caf Iguau | Brazil
59
Caf Iguau
Facts
Contract History
Country Brazil
Market segment
Food & Beverage
2002
Employees at customer 750 (in Brazil)
Customer sites
2
55
Caf Iguau has been ISS customer since 2002. ISS Initially
performed cleaning and landscaping activities. in 2005 there
was a contract extension including Building Maintenance,
Logistics and Support Services to production.
Description
Caf Iguau was founded in June 1967 in the town of Cornelius,
Paran State, by groups of growers in that region, led by the
Miyamoto and Hffig Ferreira de Castro families.
In 1972, Marubeni Corporation, a trading company based in
Japan, developed aninterest in the company and helped to
consolidate the position of Caf Iguau in the international
market.
In 2002 Caf Iguau made its first investment in an industrial
foreign country, through its subsidiary Panfoods Co. Ltd., London,
England, building a unit for coffee roasting and packaging in
Romania. Romania Panfoods SRL, where it markets its product
under the brand name FRIEND, became a leader in this market.
Today Caf Iguau is among the three largest exporters of
coffee in Brazil, deputy leader in Brazil in the coffee sector and
cappucino leader in the state of Rio Grande do Sul.
Service Mix
ISS Brazil provides Cleaning Services, Conventional and
Industrial, Landscaping Maintenance, Maid Services, Support
Services to manufacturing, Logistics and Building Maintenance.
60
In 2010 there was another contract extension with the new

plant Liofilizado. The gradual expansion of the contract is based
on the dedicated work of ISS employees.

Our partnership with ISS has been sustained because of the
respect and reputation of parties, and also the transparency,
credibility and quality of services.
Cleverson Roberto Vengrus, General Services Administration
Account Manager
Alexandre Amorim
Operational Manager
Tel.: + 55 11 3524-5162
alexandre.amorim@br.issworld.com
ISS Servisystem do Brasil Ltda

Rua Dom Aguirre 438, Vila Sofia
04671-903
So Paulo SP
Brazil
Tel.: +55 11 21 95 87 80
www.br.issworld.com
Petr Rjabec, Czech Republic
Property Services
ISS mitigates and manages risk on your behalf so that
you can rest assured, knowing that your business,
brand, people and facilities are in good hands.
Whether you are looking for an Integrated Facility
Service or a single service offering, ISS has a flexible
delivery model that guarantees consistent delivery
locally and globally.
ISS integrates services seamlessly to meet your needs
and always offers the convenience of a single point of
contact and financial certainty.
We facilitate a working environment tailored to your

core business. You can depend on ISS to develop a
maintenance solution that will liberate resources and
enable you to focus on your business.
Through a solid focus on asset management, ISS
secures your property value and contributes towards
your corporate sustainability targets.
ISS Property offering comprises a range of services
including Building Maintenance, Ground Maintenance,
Environment Management and Energy Management.
61
Im not just a gardener.

I manage my whole
teams growth

Laurent Czapura,Head Gardener in St Cyr, France
62
PUBLIC
ADMINISTRATION
63
Our experience purchasing real estate services from

the competitive market has been very positive. The cooperation with ISS has worked well according to all our
indicators. In general, putting out to tender has been
beneficial
Esko Eriksson | Director of Real Estate
The City of Jyvskyl | Finland
64
65
City of Jyvskyl
Facts
Country Finland
Market segment
2000
Customer sites
96
Up to 192 (approx. 1-2 per site)
Our experience purchasing real estate services from the

competitive market has been very positive. The co-operation
with ISS has worked well according to all our indicators. In
general, putting out to tender has been beneficial.
Description
Account Manager
The city of Jyvskyl, founded in 1837, is located in the lake

district of Central Finland. The population is 132,000 which
makes Jyvskyl the seventh-largest city in Finland. Jyvskyl
is one of Finlands centres of growth. Special expertise can be
found in the fields of paper manufacturing and paper machinery
as well as energy production, environmental, information and
wellness technology. Nanotechnology is one of the newest
areas of expertise. Jyvskyl is also a city of education: every
fourth passer-by is a school goer or a student.
Tapani Vnnen
Regional Director
Tel.: +358 405 053 539
tapani.vaananen@iss.fi
Service Mix
ISS FInland delivers Property services, Cleaning Services, Catering
Services, Security Services and Professional Services.
Esko Eriksson, Director of Real Estate
ISS Palvelut Oy
P.O. Box 100
(visiting address: Rajatorpantie 8 A - Vantaa)
01055 ISS
Finland
Tel.: +358 205 155
www.fi.issworld.com
Contract History
2006
2004
2000
66
Catering Services added

Security and Professional Services added
Partnership began with Cleaning and Property
Services
City of Jyvskyl
Hafnarfjrur
Facts
ISS Iceland ehf
Country Iceland
Market segment
2011
Customer sites
39
30
Austurhraun 7,
210 Gardabaer
Iceland
Tel.: +354 5800 600
www.is.issworld.com
Description
Hafnarfjrdur is Icelands third-largest town, with just over
22,000 residents and is located just south of Icelands capital
Reykjavk.
Hafnarfjrdurs name simply means harbour fjord and refers to
the excellent natural harbour.
Service Mix
ISS Iceland delivers Cleaning Services.
Contract History
ISS Iceland won the contract in January 2011.
Account Manager
Hlmfrur Einarsdttir
Branch Manager
+354 5800 600
Holmfridur.g.einarsdottir@is.issworld.com
67
Edith Cowan University (ECU) entered into a long-term contract with ISS
Facility Services with the confidence that the partnership will lead to the
development and implementation of innovative solutions in the delivery of
Cleaning and Waste Management Services.
ISS has demonstrated they have the motivation, commitment and systems
to actively help ECU achieve its environmental goals related to Cleaning and
Waste Services.
ISS is implementing new technologies to better manage its services by
delivering consistency in service delivery, achievement of service standards
and management reporting.
We are confident they will continue to partner with us on our journey towards
innovation and environmental sustainability
68
John Hayes | Manager Campus Services, Facilities and Services Centre

Edith Cowan University Western Australia | Australia
Photo courtesy of ECU
69
Edith Cowan University Western Australia

Facts
Country Australia
Market segment
2005
Employees at customer >2,000
Customer sites
2
26 at Joondalup and 37 at Mount

Lawley campus
Description
Edith Cowan University (ECU) is a multi-campus institution that
offers undergraduate and postgraduate courses in Perth and
Bunbury, Western Australia.
It was named after the first woman to be elected to the
Australian Parliament, Edith Cowan, and is the only Australian
university named after a woman.
The university has over 24,000 students across three campuses,
two in Perth and one in Bunbury.
Service Mix
ISS Australia provides comprehensive Cleaning and Waste
Management Services to both ECU campuses at Joondalup and
Mt Lawley.
ISS is responsible for External and Internal Cleaning and also the
provision of Washroom and Hygiene Services for the buildings
and numerous campus facilities, ranging from the highly
regarded West Australian Academy of Performing Arts to the
School of Nursing and a new engineering building focused on
the construction of motor racing cars.
70
The ISS Cleaning Excellence Programme has been fully

implemented, resulting in robust environmental and sustainable
benefits such as a reduction in water and chemical use.
ISS Australia and ECU are working towards implementing a
Waste Management Strategy that will work over the term of the
contract towards capturing and measuring quantifiable data to
validate amounts of reduction of recyclable materials sent to
landfills.
ISS Australia and ECU are currently finalising plans to re-engineer
night cleaning servicers to day cleaning services, thus reducing
the reliance on electricity for night lighting.
Contract History
ISS Australia has provided Cleaning Services to the university
since 2005; ISS has recently been awarded a ten-year service
agreement, the first of its kind in Western Australia, with a
view towards streamlining Cleaning and Waste Services into a
complete single service solution.
ISS Australia has become a long-term partner with ECU,
rather than simply a service provider. ISS goal for this service
agreement is to help the university meet itss environmental
sustainability and Cleaning KPIs and making the community
a safer, cleaner, socially responsible environment for everyone
students, visitors and staff. ISS cleaners are trained and engaged
to understand the long-term benefits of sustainable Cleaning
and Waste Management practices.
ISS Australia has significant demonstrable best practices and
intends to take ECU into a service delivery standard unmatched
in Australia.
ISS Australia
Edith Cowan University (ECU) entered into a long-term

contract with ISS Facility Services with the confidence that the
partnership will lead to the development and implementation
of innovative solutions in the delivery of Cleaning and Waste
Management Services.

Lane Cove NSW 2066
Australia
Tel.: +61 2 8644 9700
ISS has demonstrated they have the motivation, commitment

and systems to actively help ECU achieve its environmental
goals related to Cleaning and Waste Services.
www.au.issworld.com
ISS is implementing new technologies to better manage its

services by delivering consistency in service delivery, achievement
of service standards and management reporting.
We are confident they will continue to partner with us on our
journey towards innovation and environmental sustainability.
John Hayes, Manager Campus Services, Facilities and Services
Centre
Account Manager
Mike Carton
General Manager, Commercial Cleaning WA
Tel.: +61 438 295439
Mike.carton@au.issworld.com
ISS performing Cleaning Services
71
Chong Kam Fai & Cheung Ka Lam, Hong Kong
72
I am very satisfied with the service of Debbys

[ISS] team at AISHK. They are efficient and
undertake their duties in a friendly and
professional manner
David Christmas | Business Administrator
Australian International School Hong Kong | Hong Kong
73
FAC ILIT Y MANAGE M ENT|C LE ANING|SUPP ORT|PROPERT Y|C ATERING|SEC U RIT Y
Australian International School Hong Kong

Facts
Country
Market segment
Employees at customer
Customer sites
Contract History
Hong Kong
Public Administration (Education)
2001
150
1
34
September 2010
December 2008
September 2001
Extension of contract for another three

years
Commencement of Cleaning and Security
contract
Commencement of Facility Management
contract
Description
Australian International School Hong Kong (AISHK) was

incorporated in January 1995 and was established as a coeducational, non-denominational, English International School.
I am very satisfied with the service of Debbys [ISS] team at

AISHK. They are efficient and undertake their duties in a friendly
and professional manner.
The school is a multilevel facility comprised of general and

specialist classrooms. The current staff and students are 150
and 1,100+ respectively.
David Christmas, Business Administrator, Australian International

School Hong Kong
As one of the most famous international schools in Hong

Kong, AISHK is dedicated to providing a world-class standard in
education, enabling each student to develop his/her academic,
cultural, physical and social potential to the fullest. From
Reception to Year 12, AISHK provides a strong curriculum
based on that of Australia, which has been adapted to suit the
international setting.
Service Mix
ISS Hong Kong provides Facilities Management, Security and
Cleaning Services.
Account Manager
Landy Hung
Director Facility Management Services
Tel.: +852 2291 5601
landy.hung@hk.issworld.com
ISS Facility Services Limited

18/F Warwick House West
Taikoo Place, 979 Kings Road
Quarry Bay, Hong Kong
Tel.: +852 2826 9166
www.hk.issworld.com
74
ISS Hong Kong performing Facility Management
FAC ILIT Y MANAGE M ENT|C LE ANING|SUPP ORT|PROPERT Y|C ATERING|SECURIT Y
New South Wales Government Department of Public Works and Services

Facts
Contract History
Country Australia
Market segment
Customer sites >1,190
ISS employees on site 2,500
This contract is one of the largest held by ISS globally. ISS has
been involved in this contract since its inception in 1994 and has
been the major supplier of services to the NSW Government over
the three generations of the contract.
Description
The NSW Government is the biggest employer in Australia, with
more than 300,000 casual, part-time and full-time workers.
NSW is the most populous and heavily industrialised state in
Australia and the state governments Public Works Department
is responsible for managing over 4,500 public assets (sites),
which include schools, TAFEs, police stations and court houses.
Service Mix
The NSW Government split the State into regions for the
awarding of contracts, to allow for a variety of providers and to
reduce their risk.
ISS Australia provides scheduled and reactive Cleaning Services
or Facility Management Services to over 1,100 sites in the South
Western, North Coast and New England regions of NSW. The
contract extends to all public schools (primary and secondary)
TAFE colleges and a wide mix of government agency sites
including police stations and court houses.
ISS employs 60 operational and administrative people to manage
this contract from an EGM to HR and HSE Managers.
All services are self-delivered except Carpet Cleaning.
The original tender was released when the state government

decided to transfer 12,000 employees from Government Cleaning
Services (an internal department) into the private sector. When
ISS was awarded the initial NSW Government Cleaning Services
contract, the transition involved the transfer of approximately
2,500 employees from the public to the private sector.
The contract was re-tendered in February 2011 and ISS was
successful in winning the new contracts for Cleaning Services
in the South Western Sydney region and Facility Management
Contracts for the North Coast and New England regions. The
new contracts commenced in July 2011 and have a term of five
years.
Account Manager
Greg Byrne
Executive General Manager Government Cleaning
Tel.: +61 2 6580 3200
greg.byrne@au.issworld.com
ISS Australia

Lane Cove NSW 2066
Australia
Tel.: +61 2 8644 9700
www.au.issworld.com
75
76
NAAFI has been working with ISS now for some five years in
Germany, and due to the level of service and management
support provided, NAAFI extended the current contract
by awarding ISS two further option years for all CRL in
our Germany business.
The service provided by the Key Account Manager and
operators has been exceptional and a key factor in NAAFIs
decision to enter into negotiations for a new three-year
contract without tendering
Brian Williams | Contract Manager
NAAFI | Germany
77
FAC ILIT Y MANAGE M ENT|C LE ANING|SUPP ORT|PROPERT Y|C ATERING|SECURIT Y
NAAFI
Facts
Country Germany
Market segment
2007
Customer sites
60
Approx. 150
NAAFI has been working with ISS now for some five years
in Germany, and due to the level of service and management
support provided, NAAFI extended the current contract by
awarding ISS two further option years for all CRL in our Germany
business.
Description
The Navy, Army and Air Force Institutes (NAAFI) were founded
in 1921 by the British Government. NAAFI is a not-for-profit
welfare organisation that provides the British Armed Forces and
their families with Catering, Retail , Leisure and Soft Facilities
Management at home and abroad. It has approximately 2,000
employees and a turnover of 120 million.
Service Mix
ISS Germany delivers Cleaning Services mainly in schools, retail
and leisure outlets. Recently ISS has also been supporting
NAAFIs Soft FM exercise requirements.
Contract History
2007
2011
78
Mnster/Bielefeld/Gtersloh/Herford/ Paderborn
Mnchengladbach/Elmpt/Wildenrath/BergenHohne/Fallingbostel
The service provided by the Key Account Manager and operators

has been exceptional and a key factor in NAAFIs decision to
enter into negotiations for a new three-year contract without
tendering.
Brian Williams, Contract Manager
Account Manager
Marek Baranowski
Key Account Manager
Tel.: +49 15112633136
marek.baranowski@de.issworld.com

Wanheimer Strae 92
40468 Dsseldorf
Germany
Tel.: +49 211 30278-0
www.de.issworld.com
ISS performing Facility Management
DUO2
Facts
Country
Market segment
Customer sites
Contract History
The Netherlands
2010
2,500
1
100
Description
The consortium DUO (Strukton, Ballast Nedam and John Laing)
services the housing of two government agencies at a new
location on the outskirts of Groningen. This unique building was
brought into use in March 2011. DUO has not only designed,
built and financed the building, but is also responsible for the
technical and construction management and maintenance of
the building for a period of 20 years. This project was carried
out as a private finance initiative. The design, construction,
financing, management and maintenance of the building are
typically entrusted to one party (DBFMO approach).
Preparation for service delivery started mid-2010. An new

contract, with a 20-year term, started in March 2011.
Account Manager
Astrid Abrahamse
Facility Manager
Tel.: +31 6 22 66 02 86 (mobile)
astrid.Abrahamse@nl.issworld.com
ISS Facility Services

Rijnzathe 8
3454 PV De Meern
Netherlands
Tel.: +31 30 242 43 44
www.nl.issworld.com
Service Mix
ISS Netherlands Integrated Facility Services delivers a fully
integrated solution, including Facility Management, Cleaning
Services, Window Cleaning, Waste Disposal, Security, Reception
Services, Catering Services, Office Logistics, Plantscaping and
Pest Control.
ISS Netherlands performing Security Services
79
Keeping things clean

is part of the cure

80
Richard Akaza, Special Cleaner at Dako, Denmark
PHARMACEUTICALS
81
C LE ANING|SU PPO RT|PROPERT Y|C ATERING|SECURIT Y
Takeda
82
Facts
Service Mix
Country Russia
Market segment
Pharmaceuticals
2007
Customer sites
1
12
ISS Russia delivers Internal Cleaning, Carpet Chemical Cleaning,

Mat Services and a coffee lady.
Description
Account Manager
Takeda is a research-based global company with a primary focus

on pharmaceuticals. It is the largest pharmaceutical company in
Japan and one of the global leaders of the healthcare industry. It
has its headquarters in Osaka, Japan. Following the acquisition
of Nycomed in 2011, Takeda is ranked 12th in global ethical
drugs sales, 14th in the BRIC countries and 18th in Europe.
Olga Shikhova
Key Account Manager
Tel.: +7 495 933 44 73
olga.shikhova@ru.issworld.com
The company employs 29,000 associates and has affiliates in

more than 70 countries, with a particular strength in Asia, North
America, Europe and fast-growing emerging markets including
Latin America, Russia-CIS and China.
21 Noviy Arbat str.

119019, Moscow
Russia
Tel.: +7 495 933 44 73
Takedas representative office in Russia-CIS, initially established

by Nycomed in 1993, employs around 1,400 people. The
company is present in 120 cities in the region. Areas of focus
include cardiovascular and metabolic diseases, immunology
and respiratory diseases, oncology and central nervous system
diseases, among others.
www.ru.issworld.com
Contract History
The contract was first signed in 2007 and is renewed annually.
Edison Alomoto, United Kingdom
Cleaning Services
We want to know your needs and your business, and
give you the solution that gives you the most value for
your money. Our employees will deliver cleaning that
gives your employees or customers a perfect basis for
well-being and productivity.
We offer scalable and integrated solutions that match
your needs and allow you to focus on your business
core activities. As a result, you can optimise efficiency
and reduce expenses. Process optimisation is at the
core of our service delivery. And we constantly review
our methods and systems to provide you evidencebased solutions. Finally, you can be confident that we,
as a recognised global leader in service management,
we will provide you with innovative solutions. Lets
create value.
ISS is a pioneer in the Cleaning Services industry.

ISS began its cleaning operations in the 1930s, and
cleaning continues to be one of our key competencies
today. ISS works together with our key partners to
continually develop new methods, tools and materials
that improve our established cleaning processes. ISS
has recently established an output-based Cleaning
Excellence Model that is founded on our knowledge
and experience as an industry leader.
ISS Cleaning offering encompasses a range of
services including Daily Office Cleaning, Hospital
Cleaning, Industrial Cleaning, Food Hygiene, Cleaning
in Transport Systems, Dust Control, Washroom
Services and Specialised Cleaning (e.g., windows and
communication equipment).
83
I make sure this business

is ready for takeoff
Markku Lonka, Aircraft servicing at Helsinki-Vantaa Airport, Finland
84
TRANSPORTATION
&
INFRASTRUCTURE
85
ANA, Aeroportos de Portugal

Facts
Account Manager
Country Portugal
Market segment
Customer sites
6
ISS employees on site Varies by service and site
Jos Martins
Director
Tel.: +351 21 424 67 60
Description
Aeroportos de Portugals aim is to efficiently manage the airports
infrastructure, linking Portugal to the world and contributing to
the economic, social and cultural development of the regions in
which it operates.
ISS Facility Services Lda

Rua Moinho da Barrunchada, 4 - 1 Dt
2790-109 Carnaxide
Portugal
Tel.: +351 21 424 67 60
www.pt.issworld.com
Service Mix
ISS Portugal performs Cleaning Services and Maintenance
Services.
86
FAC ILIT Y MANAGE M ENT|C LE ANING|SU PPO RT|PRO PE RT Y|C ATERING|SEC U RIT Y
Grandi Stazioni - Cesk republika s.r.o.

Facts
Country
Market segment
Customer sites
Account Manager
Czech Republic
2009
4
2
15
Description
Grandi Stazioni (GS) is the provider of the Prague Main
railway station. In cooperation with Prague municipality, GS is
responsible for station reconstruction. The main building is from
19th century. After three years the station has been changed
from an old and uncared-for station to a clean and safe place
with shops and restaurants that help passengers spend their
waiting time pleasantly.
Lubor Novak
Contract Manager
Tel.: +420 724 328 763
lubor.novak@cz.issworld.com
ISS Facility Services s.r.o.

Eastbuilding, Antala Staska 510/38
140 00 Prague 4 - Krc
Czech Republic
Tel.: +420 2 6139 2311
www.cz.issworld.com
Service Mix
ISS Czech Republic delivers Facility Management, Property
Services, Cleaning Services, Pest Control, Support Services, Security
Services, Public Toilets Operation, CAFM and Administration.
Contract History
The cooperation with ISS started as Cleaning single service
contract in 2009. After a few months the contract was extended
to include Property Services and Public Toilets Operation, all the
services were input based. In 2010 ISS won retender for TFM
services with output specification according to KPIs.
ISS Czech Republic delivering Property Services
87
MTS - Metro Transportes do Sul

Facts
Country Portugal
Market segment
2007
Customer sites
20
25

2790-109 Carnaxide
Portugal
Tel.: +351 21 424 67 60
www.pt.issworld.com
Description
Metro Transportes do Sul (MTS) is a modern, comfortable and
high-quality Surface Light Metro that runs south of the Tejo
River in Lisbon.
Service Mix
ISS Portugal performs Landscaping, Cleaning, Traffic Lights Post
System Maintenance, Turn Out System, Preventive Inspection,
First Level Maintenance to rolling stock, Pest Control Stations,
Rolling Stock and HQ.
Contract History
ISS Portugal started the partnership with MTS in 2007 with
Cleaning Services; now the contract has been expanded to
deliver the various services listed above.
Account Manager
Jos Luis Silva
Sales and Marketing Director
+351 214 246 760
88
ISS Portugal delivering Property Services
Denver International Airport

Facts
Account Manager
Country USA
Market segment
1995
Customer sites
1
425
Steve Massa
Contract Manager
Tel.: +1 303 342 6966
steve.massa@us.issworld.com
Description
1019 Central Parkway North, Suite 100

San Antonio, Texas 78232
USA
Tel.: +1 210 495 6021
Since its opening on February 28, 1995, Denver International

Airport has become the worlds 10th busiest airport and the
5th busiest airport in the United States, covering 4.2 million
ft2. With 51.2 million passengers in 2008, the airport is one of
the busiest domestic hubs in the worlds largest Transportation
& Infrastructure market, the United States. It is the primary
economic engine of the state of Colorado, generating more
than $22 billion in annual economic impact. The revenue for
the airport is $20.4 million annually.
ISS Facility Services Inc.
www.us.issworld.com
Service Mix
ISS US performs Cleaning Services (Janitorial Services).
Contract History
ISS US has provided janitorial services to the Denver International
Airport (DIA) since its opening in 1995 seamlessly transitioning
from the Denver Stapleton International Airport.
ISS US delivering Cleaning Services
89
Attention to detail is the

name of my game
Victor Banda, Event Services Manager at Chase Field Stadium in Phoenix, USA
90
HOTEL, LEISURE
&
ENTERTAINMENT
91
Narodowe Centrum Sportu Sp. z o.o. (National Stadium)

Facts
Account Manager
Country Poland
Market segment
Hotel, Leisure & Entertainment
2012
Customer sites
1
15 permanently, 50 occasionally
ukasz Somka
Site Manager
Tel.: +48 606 256 297
lukasz.slomka@pl.issworld.com
Description
Ul. M Flisa 2
02-247 Warsaw
Poland
Tel.: +48 22 577 4200
The Polish National Stadium was built to host the European

Football Championship. It was also where the opening match
of EURO 2012 was played. The stadium is designed for sports
and cultural events and has a seating capacity of 58,500.
ISS Facility Services Sp. z o.o.
www.pl.issworld.com
Service Mix
As of February 2012, ISS Poland has been cleaning an area that
equals almost 98,500 m2 both internal and external areas.
ISS Poland also provides the stadium with Porter Services and
Technical Services such as assembling and disassembling of
chairs.
Contract History
The three-year contract started in February 2012. The tender
was run based on Polish public procurement law.
92
Enjoy
Facts
Country Chile
Market segment
2010
Customer sites
5
233
Excellence as a goal, innovation as a feature of all of its

activities, and a deep concern for the people who work for the
company are also factors that have allowed Enjoy to become
a great company.
Service Mix
ISS Chile performs Cleaning and Maintenance Services.
Description
Contract History
Enjoy is the most important gaming company in Chile. It also

owns hotels and restaurant operations.
Cleaning operations started after a bidding process.

February 2011, after a direct ISS proposal.
Enjoy took its first steps, with other partners, in the Chilean
gaming industry when it was awarded the concession for
the Casino de Via del Mar more than 30 years ago. Today,
however, it offers much more than just gaming: its the leading
company in comprehensive entertainment in the country.
Cleaning operations at casino sites started after a bidding

process in August 2010.
From the beginning, Enjoy established the concept of offering

entertainment to all family members. High-quality gastronomy,
convention centres, childrens playgrounds, tourism, culture
and gaming are all offered as an indivisible whole. For that
reason, and as a guarantee of high-quality service in the
different areas, Enjoy opted from the beginning to be the
operator for all of them.
Account Manager
From north to south, Enjoy is present in the countrys major

tourist cities: Via del Mar, Pucn, Coquimbo, Puerto Varas,
Antofagasta and Santa Cruz. In all of these places, Enjoy has
become an important boost to the economic development of
each region.
Maintenance operations in headquarter facilities started in

February 2011, after a direct ISS proposal.
Marcos Beltran
Contract Manager
Tel.: +56 97 37 71 630
marcos.beltran@cl.issworld.com

Avenida Las Torres 1385
El Rosal - Huechuraba
Santiago de Chile
Tel.: +56 27 26 65 00
www.cl.issworld.com
93
94
Whats special about event management are the people, the

organisers and the competent partners behind the scenes.
They are the ones who turn every event into an unforgettable
experience for the guests. ISS is such a competent and
always reliable partner that knows how to deal with our
requirements. Our long-standing cooperation and excellent
relationship with ISS contribute substantially to our successful
event management
Hilmar Guckert | CEO of DuesseldorfCongress Veranstaltungs-gesellschaft mbH
DsseldorfCongress Veranstaltungsgesellschaft mbH | Germany
95
DsseldorfCongress Veranstaltungsgesellschaft mbH

Facts
Country Germany
Market segment
1995
Customer sites
10
30
Description
DsseldorfCongress, a subsidiary of the City of Dsseldorf and
Messe Dsseldorf GmbH, has ten locations and 100 rooms with
a total capacity of over 130,000 persons the worlds largest
convention center. In addition to the CCD Congress Center
Dsseldorf, Hall 6 / Hall 8a / Hall 8b, Museum Kunstpalast and
Station Airport, DsseldorfCongress also markets the locations
Mitsubishi Electric HALLE, ESPRIT arena, the ISS DOME and the
CASTELLO Dsseldorf.
Service Mix
ISS Germany Trade & Event Cleaning delivers Office and Window
Cleaning, Event and Booth Cleaning, Hostess Services, Waste
Management and Pest Control.
Contract History
2009
2008
2006
2000
1995
96
Cleaning Station Airport

Cleaning Halle 8
Cleaning ISS DOME
Cleaning Mitsubishi Electric HALLE
Cleaning Services CongressCenter
2011
1995
Capacity: 130,000 persons

Capacity: 7,500 persons
2011
1995
Visitors: 1,800,000
Visitors: 470,000

Whats special about event management are the people,
the organisers and the competent partners behind the
scenes.
They are the ones who turn every event into an unforgettable
experience for the guests. ISS is such a competent and always
reliable partner that knows how to deal with our requirements.
Our long-standing cooperation and excellent relationship with ISS
contribute substantially to our successful event management.
Hilmar Guckert, CEO of DuesseldorfCongress Veranstaltungsgesellschaft mbH (spokesman of the management).
Account Manager
Frank Merry
Managing Director
Tel.: +49 211 51607020
frank.merry@de.issworld.com

Wanheimer Strae 92
40468 Dsseldorf
Germany
Tel.: +49 211 30278-0
www.de.issworld.com
ISS Germany performing Cleaning Services
FACILIT Y MANAGEMENT|CLE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SEC U RIT Y
Ikaalisten Kylpyl oy, Ikaalinen Spa

Facts
Account Manager
Country Finland
Market segment
1997
Customer sites
1
10
Tarja-Leena Sipilinen
Regional Director
Tel.: +358 040 717 0530
tarja-leena.sipilainen@iss.fi
Description
P.O. Box 100

01055 ISS
Finland
Tel. +358 205 155
Ikaalinen spa is the best-known leisure, wellness and conference

centre in the Nordic region. The surrounding natural beauty
provides an excellent setting for an unforgettable holiday.
Guests are provided with a vast array of wellness services,
opportunities for various fitness and outdoor activities, and
a selection of delicious foods. The spa takes great pride in
providing personalised services that allow our guests to feel fully
relaxed and reinvigorated.
ISS Palvelut Oy
www.fi.issworld.com
Service Mix
ISS Finland performs Property Services (Real Estate Maintenance
and Technical Services) and Security Services.
Contract History
The partnership between ISS Finland and Ikaalinen Spa began
in 1997.
Ikkalinen Spa
97
FACILIT Y MANAGEMENT|CLE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SEC U RIT Y
English Heritage
Facts
Country
Market segment
Customer sites
Contract History
United Kingdom
2012
>100
7 manned sites in the south with
6 keyholding/alarm response sites;
2 manned sites in the North with
2 keyholding/alarm response sites;
approx. 23 sites nationwide that
require sporadic ad-hoc cover and/or
alarm response/patrols.
Approx. 45 security personnel
Description
English Heritage is an executive non-departmental public body
of the British Government sponsored by the Department for
Culture, Media and Sport. By caring for the built environment,
English Heritage complements the work of Natural England,
which aims to protect the natural environment.
Since commencement of this prestigious contract, the

partnership between English Heritage and ISS Security has grown
from strength to strength, including thandling of Stonehenge
English Heritages most prestigious site.
Our duties range from control room to patrolling, liaising with
customers and crowd control. For English Heritage to entrust
ISS Security with their assets is a credit to the services that ISS
provides.
Account Manager
Mark Brandon
Tel.: +44 0 771 495 4383
mark.brandon@uk.issworld.com
ISS UK Limited
It has a broad remit to manage the historic built environment

of England and advises the relevant Secretary of State on policy
and on individual cases such as registering listed buildings and
scheduled ancient monuments.
ISS House
Genesis Business Park
Albert Drive
Woking
Surrey GU21 5RW
United Kingdom
Tel +44 845 057 6500
Service Mix
www.uk.issworld.com
ISS UK manages Security Services and Landscaping.
98
English Heritage
James Paske, United Kingdom
Security Services
As a recognised global leader in service management
with more than 100 years experience in developing
security concepts, ISS offers you a better class of
security service. You can depend on us to assess your
security needs and give you the smartest solution to
meet them a solution that is easily updated to reflect
changing demands. Reassuringly, you can be certain
this will be based on proven security technologies and
concepts, as well as our extensive experience in other
service areas.
Plus, you can be confident that our employees
will be well trained and protect your business with
exceptionally efficient and attentive service. But
the opportunity doesnt stop there: by seamlessly
integrating security into your ISS Facility Management
Solution, you can do even more to optimize the
efficiency and cost effectiveness of your business.
ISS started as a security company in 1901. This

long experience means we can guarantee that your
property, assets and people are well protected at all
times. ISS Security Services enhance your companys
overall brand and reputation. Therefore, great
effort is placed on recruiting and training security
personnel who provide a courteous, friendly and safe
environment.
ISS Security offerings include primarily Manned
Guarding, Access Control and Patrolling.
99
Care and an eye for

details thats how
I make the customer
shine
Kingsley Chima Ejimadu, Special Cleaner
at Westside Bern, Switzerland
100
RETAIL
&
WHOLESALE
101
102

ISS is synonymous with responsible and professional
service, with every gesture showing its taste for detail
Antonio Chicn | CSR and External Communication Manager
Alcampo S.A. | Spain
103
Alcampo, S.A.
Facts
Country Spain
Market segment
Retail & Wholesale
2001
Customer sites
55
300
ISS is synonymous with responsible and professional service,

with every gesture showing its taste for detail.
Description
Diego Martnez-Granjo
Manager, Corporate Clients
Tel.: +34 670 609 687
diego.martinez@es.issworld.com
Alcampo is part of Groupe Auchan SA.

The Auchan group, one of the largest food retailers in the world,
operates in 12 countries. In 1980 Auchan Group began opening
hypermarkets in Spain with Alcampo.
Service Mix
ISS Spain delivers Cleaning Services and a wide range of Property
Services (Business Maintenance, Hygiene Services, Pest Control,
Landscaping and Washroom).
Contract History
In 2001, ISS Spain started providing Cleaning Services at a few
regional sites. In 2008, ISS Spain became the national Cleaning
Service supplier for Alcampo.
Antonio Chicn, CSR and External Communication Manager
Account Manager
ISS Facility Services, S.A.

C/ Jess Serra Santamans, 7
08174 Sant Cugat del Valls
Barcelona
Spain
Tel.: +34 935 903 060
C/ Maria Tubau, 3
28050 Madrid
Spain
Tel: +34 917 360 750
www.es.issworld.com
In 2011 the contract was extended to include Property Services.

The strategy has focused on finding solutions to increase
efficiency and obtain synergies in all services.
104
Alcampo
Multi Mall Management

Facts
Contract History
Country Portugal
Market segment
Retail & Wholesale
1998
Customer sites
84
81
ISS Portugal started the partnership with Multi Mall

Management in 1998 and has continuously added services
and sites to the contract:
Description
Multi Mall Management is responsible for shopping mall
management promoted by Multi Development.
Multi Mall Management has established and refined mall
management in Multi shopping centres across Europe to
maintain the continuity of each Multi concept while increasing
their quality and investment value.
Multi Mall Management Portugal is responsible for 13 shopping
centres, 1 retail park and 1 office park in Portugal. Multi
Management is active in nine countries, currently managing
38 shopping centres for ten different owners, with more than
4,000 tenants over 1.3 million m2. GLA. They host 260 million
visitors a year, with estimated sales of e4 billion.
Service Mix
ISS Portugal performs Cleaning Maintenance, Property Services
(Landscaping, Building Maintenance and Pest Control) and
Support Services (Help Desk/Reception Services, Secretarial/
Administrative Services and Audits).
Espaco Guimaraes
Arquiparque II
Forum Sintra
Forum Castelo Branco
Forum Coimbra
Forum Viseu
Forum Madeira
W Shopping
Forum Montijo
Parque Mondego
Almada Forum
Forum Algarve
Armazens do Chiado
Forum Aveiro
November 2009
September 2008
January 2008
October 2007-August 2010
April 2006
September 2005
April 2005
October 2003-April 2011
April 2003
July 2002
September 2002
March 2001
October 1999
September 1998
Account Manager
Rui Carlo da Cunha
Bussiness Unit Manager
Tel.: +351 912 236 366
rui.cunhapt.issworld.com

2790-109 Carnaxide
Portugal
Tel.: +351 21 424 67 60
www.pt.issworld.com
105
At BILKA we have outsourced catering, cleaning and

waste management to ISS. Outsourcing non-core services
allows us to increase our focus on our customers.
ISS integrates facility services in our retail stores at a high,
consistent level, supporting our brand and our customers
in-store experiences.
By doing so, ISS supports our business and strategy on a
daily basis, at an attractive price
Anders Hermansen | Head of Planning
Bilka | Denmark
106
Pernille Rasmussen, Denmark
107
Bilka Dansk Supermarked A/S

Facts
Country Denmark
Market segment
Retail & Wholesale
1983
Customer sites
18
125
At BILKA we have outsourced catering, cleaning and waste

management to ISS. Outsourcing non-core services allows us to
increase our focus on our customers.
Description
BILKA is a Danish retail chain that consists of 18 large warehouses.
The first store opened in 1970.
The founder of BILKA was inspired by journeys to West Germany
when he named the warehouses. BILKA stands for Billiges
Kaufhaus.
Service Mix
ISS Denmark delivers Catering Services, Cleaning Services and
Waste Management.
Contract History
BILKA has been an ISS customer since 1983. Initially we served
3-4 warehouses. In 2009 BILKA decided to outsource services
in five new warehouses. Services in the remaining warehouses
were outsourced in 2010, which increased the covered area to
245,000 m2. The gradual expansion of the contract is based on
dedicated work by ISS employees.
108
ISS integrates facility services in our retail stores at a high,

consistent level, supporting our brand and our customers instore experiences.
By doing so, ISS supports our business and strategy on a daily
basis, at an attractive price.
Anders Hermansen, Head of Planning.
Account Manager
John Bisgaard
Key Account Manager
Tel.: +45 40322179
john.bisgaard@dk.issworld.com

Mntmestervej 31
2400 Copenhagen NV
Denmark
Tel.: +45 38 17 17 17
www.dk.issworld.com
Solana Beijing
Facts
Service Mix
Country China
Market segment
Retail & Wholesale
2012
Customer sites
1
145
ISS China performs Cleaning Services.
Description
Account Manager
Beijing Solana Lifestyle Shopping Park is well situated within

the Third Embassy District of Lufthansa commercial zone and
is surrounded by numerous office towers, hotels, commercial
establishments and upmarket residential buildings. Located at
the north-west corner of Chao Yang Park, the second-largest
park in Asia, Solana possesses a marvelous natural scenery
surrounded by a lake, a stream and falls within beautiful
grassland and greeneries. The 130,000 m2 project comprises
19 blocks of European continental style 2-3 storey buildings. Its
unique architectural design differentiates Solana from traditional
shopping complexes.
Regional Manager
Eric Sun
Tel.: +86 15101055291
eric.sun@cn.issworld.com
Since its inception at the end of 2008, Solana has established

a good platform for various outlets including apparel, shoes
and bags, jewelry & Accessories, 40,000s.m. full range of
Food & Beverage Outlets, Supermarket, Food Court, Cinema
& Ice Skating Rink, Household Effects, Childrens Items & Early
Education, and it has also invited a good collection of renowned
popular retail brands. The multifunctional composition of shops
forms a gigantic attraction to consumers and brings visitors from
all walks of life. In addition, the unique features of this onestop shopping has been reshaping the shopping experiences for
consumers in China.
Contract History
Two-year contract, from March 2012; up for renegotiation in
February 2014.
ISS China
17th Floor
Kai Di Finance Building
1088 Xiang Ying Road
Yang Pu District
Shanghai
China
Tel.: +8621 6031 8999
www.cn.issworld.com
Solana Beijing
109
Inga Jakstaite-Druliene, Denmark
110
It is crucial for the service user that the agreed

services are well done. Overall, a solution in
which one supplier is responsible for the whole
service production is always an easier solution
than operating with many subcontractors. We are
pleased with ISS skilled professionals and the way
it performs its services
Kysti Karhunen | CEO
Carlson Ltd | Finland
111
FAC ILIT Y MANAGE M ENT|C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SEC U RIT Y
Carlson Ltd
Facts
Country Finland
Market segment
Retail & Wholesale
2010
Employees at customer > 400
Customer sites
9
12
It is crucial for the service user that the agreed services are well
done. Overall, a solution in which one supplier is responsible for
the whole service production is always an easier solution than
operating with many subcontractors. We are pleased with ISS
skilled professionals and the way it performs its services.
Description
Established in 1859, Carlson Ltd is the largest department store
chain in Eastern Finland. Carlson department stores are located
in Kuopio, Mikkeli and Joensuu. The chain also has hardware
stores in Varkaus and Savonlinna.
Service Mix
ISS Finland manages Maintenance, Technical Services, Energy
Management Services, Cleaning Services and Security Services.
Contract History
The partnership between Carlson Ltd and ISS Finland started in
2010 with a full-service Facility Management contract at two
stores in Joensuu city. Today, the same service concept has been
expanded to cover other department and hardware stores in
Eastern Finland.
112
Kysti Karhunen, CEO
Account Manager
Markku Raatikainen
Regional Director
Tel.: +358 443 555 666
markku.raatikainen@iss.fi
ISS Palvelut Oy
P.O. Box 100
01055 ISS
Finland
Tel.: +358 205 155
www.fi.issworld.com
C LE ANING|SU PPO RT|PRO PE RT Y|C ATERING|SEC U RIT Y
Metropolitan Kentjana Tbk Pondok Indah Mall

Facts
Account Manager
Country Indonesia
Market segment
Retail & Wholesale
1997
Customer sites
11 sites (Pondok Indah Mall 1 & 2,
Apartment Golf Pondok Indah 1,2,3,
4 Office Buildings/Mall Puri Indah,
Exhibition Hall & Field)
981 (at Pondok Indah Mall)
R. Arthur Saiya
Operation and Care Manager
Tel.: +6208 159 924413
arthur@iss.co.id
Description
Metropolitan Kencana is the publicly listed company that focuses
on running the office building, malls apartment and exhibition
site. Pondok Indah Mall is one of the best family malls in Jakarta,
and boasts 100 per cent occupancy.
P.T. ISS Indonesia

Graha ISS
Jl. Jend. Sudirman Blok J No. 3
Bintaro Jaya 15229
Indonesia
Tel.: +6221 748 64490
www.id.issworld.com
Service Mix
ISS Indonesia performs Cleaning, Integrated Pest Management,
Support Services and Access Control.
Contract History
2005
1997
Pondok Indah Mall

Pondok Indah Mall 1
ISS Indonesia delivering Security Services at Pondok Indah Mall
113
Decathlon Espaa, s.a

Facts
Account Manager
Country Spain
Market segment
Retail & Wholesale
2012
Customer sites
96
40
Diego Martnez-Granjo
Tel.: +34 60 092 0973
diego.martinez@es.issworld.com
Description

Barcelona
Spain
Tel.: +34 935 903 060
Decathlon is a major French sporting goods chain store, with

stores located throughout the world. It started with a shop near
Lille, France in 1976. It expanded to Germany in 1986, Spain in
1992 and the United Kingdom in 1999.
ISS Spain delivers Cleaning & Landscaping Services.
C/ Maria Tubau, 3
28050 Madrid
Spain
Tel: +34 917 360 750
Contract History
www.es.issworld.com
Service Mix
In June 2012, ISS Spain started providing Cleaning & Landscaping

at few regional sites. Within few months, the contract was
extended to include more regional sites.
114
Sanlitun Village
Facts
Country China
Market segment
Retail & Wholesale
2010
Customer sites
2
137
Description
Sanlitun Village is located in the heart of the Beijing Embassy
Area. Over the last few decade years, pub saloon, catering and
artists from different countries have gathered Sanlitun Village,
which is divided into two parts separated by an open shopping
area that is different from traditional malls. Today, Sanlitun
Village is one of the symbols of Beijing as an international
metropolitan city.
ISS China
17th Floor
Kai Di Finance Building
1088 Xiang Ying Road
Yang Pu District
Shanghai
China
Tel.: +8621 6031 8999
www.cn.issworld.com
Service Mix
ISS China delivers Cleaning Services.
Contract History
Two-year contract; the most recent began in 2012.
Account Manager
Eric Sun
Beijing Regional Manager
Tel.:+8615 1010 55291
eric.sun@cn.issworld.com
@Sanlitun Village
115
FACILIT Y MANAGEMENT|CLE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SECURIT Y
Consrcio Park Shopping So Caetano

Facts
Account Manager
Country Brazil
Market segment
Retail & Wholesale
2011
Customer sites
16
51
Robson Fernando Sudan

Regional Manager
Tel.: +55 011 78 22 36 12
robson.sudan@iss.com.br
Description

04671-903
So Paulo SP
Brazil
Tel.: +55 11 21 95 87 80
This customer represents one of the 16 Multiplan Negcios

Imobilirios shopping malls in Brazil. In this contract, ISS is
responsible for the maintenance and technical operation of the
shopping mall systems.
The Multiplan Group and Park Shopping So Caetano are two
special clients for ISS in Brazil.
www.br.issworld.com
Service Mix
ISS Brazil provides Electrical Maintenance and Systems
Operations, Mechanical Maintenance and Systems Operations,
Building Maintenance, Hydraulic Maintenance and Fire Fighting.
Contract History
ISS Brazil won this contract in 2011. Since then, the relationship
has been respectful: a real success. Any problems are solved
within the established partnership.
116
Denis Richard De Zotti , Denmark
Catering Services
You can be confident that, as a recognised global
leader in Facility Management, our skilled employees
will be well trained and deliver excellent service with
a focus on efficiency and hospitality. You can rely
on ISS to deliver the highest food safety standards,
ensuring a safe process all the way from farm to plate.
Reassuringly, we learn from the market trends and our
extensive experience in other service areas to provide
you with an innovative catering solution.
To ISS, catering is not just a question of feeding

people; it is about creating the right environment.
We do this by providing a balanced, healthy and tasty
diet, served in a comfortable and inviting atmosphere.
ISS Catering offerings include in-house restaurants,
Catering Services (e.g., for meetings and events,
Executive Dining and Coffee Solutions).
Plus you can depend on us to assess your catering

needs and provide you with a flexible solution keep
your employees happy and satisfied.
But the opportunity doesnt stop there: by seamlessly
integrating catering into your ISS Facility Management
Solution, you can do even more to optimise the
efficiency and cost effectiveness of your business.
117
I am passionate
about cooking
and you benefit
from this
Dieter Jrg, Head Chef for Barmer GEK
in Schwbisch Gmnd, Germany
118
BUSINESS SERVICES
&
IT
119
FAC ILIT Y MANAGE M ENT|CLE ANING|SU PPO RT|PROPERT Y|C ATERING|SEC U RIT Y
Bayshore Development Group Limited

Facts
Country
Market segment
Customer sites
an emphasis on environmental consciousness in daily

operations and maintenance.
Hong Kong
2005
n.a.
1
>50
Description
Bayshore Development Group Limited is the owner of AIA
Central, a 90 per cent subsidiary of AIA Group Limited and 10
per cent owned by Lai Sun Development Company Limited. AIA
Central is a landmark Grade A Commercial Building situated in
central of Hong Kong, the core business centre has a total gross
area of 450,000 ft2.
AIA Central is an elegant, pure office building unencumbered
by shops or retail malls, and its design is tailored to discerning
commercial tenants seeking prestigious premises in the heart of
Hong Kong.
Service Mix
ISS Hong Kong provides Facilities Management Services to meet
the property owners objectives for energy saving, health &
safety management, customer services, leasing administration
& sustainability. ISS collaborates with the owner in setting FM
objectives within an agreed budget.
120
The programme includes:

1. Design and implementation of a comprehensive and
preventive strategy for maintenance and sustainability.
2. Making continuous efforts to develop social sustainability
in an urban context with advanced green designs and
Contract History
2012 Received the Silver Certification for Existing Buildings:
Operations & Maintenance in the Leadership in Energy &
Environmental Design, for its continuous emphasis and
active promotion of environmentally friendly initiatives.

It is the first time that an office building in Hong Kong
has received such an award, setting an unprecedented
benchmark in world-class quality management of
environmentally sustainable initiatives and practices.
2008 Awarded Excellent Class Indoor Air Quality Certificates
by the Environmental Protection Department of HKSAR
(from 2008 onward)
2005 Commencement of Facility Management contract
Account Manager
Landy Hung
Director Facility Management Services
Tel.: +852 2291 5601
landy.hung@hk.issworld.com
ISS Facility Services Limited

18/F Warwick House West
Taikoo Place, 979 Kings Road
Quarry Bay, Hong Kong
Tel.: +852 2826 9166
www.hk.issworld.com
Bayshore Development Group Limited
Moscow School of Management SKOLKOVO

Facts
Account Manager
Country Russia
Market segment
2010
Customer sites
1
103
Ekaterina Solovyeva
Key Account Manager
Tel.: +7 495 933 44 73
ekaterina.solovyeva@ru.issworld.com
Description
21 Noviy Arbat str.

119019, Moscow
Russia
Tel.: +7 495 933 44 73
The Moscow School of Management SKOLKOVO is an

innovative international institution of the future. It is focused
on developing the unique leadership and communication skills
required for the new type of manager who will be in demand
in the 21st century the age of human resources. In providing
practical knowledge, SKOLKOVO trains business leaders who
will apply their professional skills in dynamically developing
markets; leaders who will set up and run their own businesses
and lead the development of the Russian economy.
www.ru.issworld.com
Service Mix
ISS Russia delivers Pest Control and Internal and External
Cleaning Services for the campus buildings and the premises
including Window Cleaning, Mat Services, Carpets and Hard
Floor Special Cleaning and a coffee lady.
Total area of the campus buildings 80,000 m2
Total area of the premises 26 hectares
Contract History
The contract was signed in 2010 for three years when
construction was completed.
@ SKOLKOVO
121
122
From the outset, we were very clear about what we

wanted to achieve with this move, and one element was
to enhance the way we welcome and look after visitors
to our offices. ISS demonstrated a strong track record, a
deep understanding of our aims and a clear plan to work
with our FM team. Even though a lot of the planning
was completed under tight timescales, the results speak
for themselves in that we achieved the service quality
we sought from the moment our new offices opened
Joyce Hardie | Head of Facilities
Ignis Asset Management | United Kingdom
123
FAC ILIT Y MANAGE M ENT|CLE ANING|SU PPO RT|PROPERT Y|C ATERING|SECURIT Y
Ignis Asset Management

Facts
Country
Market segment
Customer sites

United Kingdom
2011
480
2
19
Description
Tracing its history back to 1899 and now part of the Phoenix
Group, Ignis provides the stability of a well-capitalised investment
business with some 73.6bn in assets under management and
distributes a range of global investment services.
Ignis believes that entrepreneurial teams operating in standalone business units are best placed to meet, or exceed, clients
performance needs. These Ignis business units, each focused on
a particular investment capability, are able to devise their own
process while sharing a common pool of resources.
Service Mix
ISS UK delivers Front of House and Facility Services, comprising:
Mailroom, Facilities Management, Switchboard, Meeting Room
Management and Reception Services.
Contract History
The contract started with the creation of a fresh, dynamic
hotel-ethos Front of House Service at Ignis award-winning
new London offices. The contract has grown to include Facility
Services and Front of House services in both London and
Glasgow.
124
From the outset, we were very clear about what we wanted

to achieve with this move, and one element was to enhance
the way we welcome and look after visitors to our offices. ISS
demonstrated a strong track record, a deep understanding of
our aims and a clear plan to work with our FM team. Even
though a lot of the planning was completed under tight
timescales, the results speak for themselves in that we achieved
the service quality we sought from the moment our new offices
opened.
Joyce Hardie, Ignis Asset Managements Head of Facilities
Account Manager
Helen Head
Client Services Director
Tel.: +44 0 844 936 1450
helen.head@uk.issworld.com
ISS UK Limited
ISS House
Genesis Business Park
Albert Drive
Woking
Surrey GU21 5RW
United Kingdom
Tel.: +44 845 057 6500
www.uk.issworld.com
Indra Sistemas, s.a.

Facts
Account Manager
Country Spain
Market segment
2006
Customer sites
Headquarters and 65 office centres
636
Cesar Cumbreo
KAM
Tel.: +34 60 092 0973
cesar.cumbreno@es.issworld.com
Description
Indra is a global company of technology, innovation and talent
and a leader in solutions and services of high added value for
various industries.

Barcelona
Spain
Tel.: +34 935 903 060
Indra operates in 118 countries and has more than 40,000

employees worldwide focused on developing innovative
solutions. Indra is the second European company in its sector by
investment in I+D.
C/ Maria Tubau, 3
28050 Madrid
Spain
Tel: +34 917 360 750
Service Mix
www.es.issworld.com
ISS Spain provides Cleaning Services, Pest Control and

Landscaping Services.
Contract History
In 2006, ISS Spain started providing Cleaning Services at
company headquarters and a few regional sites. In 2007, ISS
Spain became the national Cleaning Service and Pest Control
supplier for Indra. In addition, the contract was extended to
include Landscaping Services.
The strategy has focused on finding solutions for increasing
efficiency and obtaining synergies in all services.
125
126
Canon
Canons goal and rationale in outsourcing a wide variety of FM

services was to concentrate on its core business by not being
distracted by FM tasks, improve quality and reduce costs if
possible.
When Canon issued the RFQ prior to moving into its new HQ
building in Vienna Oberlaa, it soon became clear that ISS was
the most complete provider of a wide portfolio of integrated
Facility Services without the need to work with third parties.

Canon chose ISS as a partner and since then has worked closely
together with ISS in a constant process of improvement and
increasing efficiency. During this time, more services than
originally planned have been included in the services delivered
by ISS.
Two international players, both leaders in their industry, met
for a great partnership
Mr. Baldauf | CEO

Canon | Austria
127
Canon Austria GmbH

Facts
Contract History
Country Austria
Market segment
Customer sites
3
ISS Austrias service delivery started with Cleaning Services.

For the new headquarters Canon Austria decided to combine
various secondary processes, particularly with regard to cost
optimisation and increasing efficiency. Since 2008 ISS Austria
has delivered an IFS Solution with a large element of self-delivery.
Description
For 70 years Canon has delivered leading edge imaging
technologies to customers across the world.
Established in 1937, Canon has grown into a global company
operating in a diverse range of markets, including Business
Solutions, Consumer Imaging, Broadcast & Communications,
Medical Systems and Industrial Products. An endless flow of ideas
and innovation has kept Canon at the forefront of its industry.
In choosing Canons products, businesses and consumers opt
for reliable, stylish and advanced technologies.
The headquarters of Canon Austria, a leading supplier of
imaging and document managing solutions for consumers and
corporate customers, is located in Vienna.
128

Canons goal and rationale in outsourcing a wide variety of FM
services was to concentrate on its core business by not being
distracted by FM tasks, improve quality and reduce costs if
possible.
When Canon issued the RFQ prior to moving into its new HQ
building in Vienna Oberlaa, it soon became clear that ISS was
the most complete provider of a wide portfolio of integrated
Facility Services without the need to work with third parties.

Canon chose ISS as a partner and since then has worked closely
together with ISS in a constant process of improvement and
increasing efficiency. During this time, more services than
originally planned have been included in the services delivered
by ISS.
Service Mix
Two international players, both leaders in their industry, met for

a great partnership
ISS Austria delivers IFS Management, Property Services (Technical

Maintenance), Support Services and Cleaning Services.
Mr. Baldauf, CEO, Canon Austria
Account Manager
Klaus Fischbach
IFS Manager
Tel.: +43 664 80574 1614
klaus.fischbach@at.issworld.com

Brnner Strasse 85
1210 Vienna
Austria
Tel.: +43 057 400 1000
www.at.issworld.com
ISS performing Support Services
129
Elion Ettevtted AS
Facts
ISS Haldus O
Country Estonia
Market segment
2009
Customer sites
10
40
Vilde tee 129

12613 Tallinn
Estonia
Tel.: +372 613 9107
www.ee.issworld.com
Description
Elion is a fixed network operator that has also developed
services in the growth areas of broadband, Internet and data
communication. TeliaSonera, as the leading supplier of telecom
services in the Baltics, first invested in Estonia 1991 when they
became majority shareholders in both Elion and the mobile
operator EMT.
Service Mix
ISS Estonia performs Cleaning and Property Services.
Contract History
ISS Estonia had been providing services for Elion Ettevtted
since 2009.
Account Manager
Kersti Odras
Service Manager
Tel.: +372 53011478
kersti.odras@iss.ee
130
FACILITY MANAGEMENT|CLEANING|SUPPORT
PROPERT Y|C ATERING|SECURIT Y
Delta Lloyd Groep

Facts
ISS Facility Services
Country
The Netherlands
Market segment
Customer sites 5
Rijnzathe 8
3454 PV De Meern
Netherlands
Tel.: +31 30 242 43 44
www.nl.issworld.com
Description
Delta Lloyd Groep is a Dutch insurance company and financial
services provider.
Service Mix
ISS Netherlands Integrated Facility Services delivers a fully
integrated solution, including Facility Management, Catering
Services (including Fine Dining), Cleaning Services, Security
Services, Reception Services, Support and Property Services (Pest
Control) to Delta Lloyd.
Contract History
Signed first contract in 2004. Contract renewed in 2011.
Account Manager
Kiki van Maurik
Senior Facility Manager
+31 6 28228452
kiki.van.maurik@nl.issworld.com
Delta Lloyd Groep
131
132
Reliable: Cost reduction commitment, opportunities to

move to single supplier for multiple services
Guy De Poortere, Vice President Supply Chain Management
Belgacom | Belgium
New and accurate management for daily operational

follow-up; flexible and service minded
Herman Verbeken | Director Group Facilities
Belgacom | Belgium

Quality follow-up good mix of commercial and
operational management
Yves Bertholom | Facilities BTO Regional Manager
Belgacom | Belgium
133
Belgacom S.A.
Facts
Country Belgium
Market segment
Business Services & It
2010
Customer sites
>400
>150
Reliable: Cost reduction commitment, opportunities to move

to single supplier for multiple services.
Description
Belgacom Group delivers fixed and mobile telecom, ICT and
media services in Belgium and Luxemburg. Belgacom was
founded as a public company under the name RTT in 1930
and was semi-privatised in 1996 to prepare for the advent of
full market liberalisation in 1998. Since then, the group has
successfully grown and diversified its offering into high-speed
internet services, digital content? and TV entertainment.
Service Mix
ISS Belgium performs Catering and Cleaning services in Belgacom
headquarters buildings and many Belgacom sites across Belgium.
ISS Belgium also performs Landscaping Services at over 400
customer sites, from very small unmanned sites to headquarters.
Contract History
Some of the companies acquired by ISS had contracts with
Belgacom in the past, mostly in Cleaning Services.
134
In 2010 an important contract was awarded to ISS to deliver

Catering Services at 14 regional Belgacom sites. The relationship
has evolved since then to include Cleaning Services at the
Belgacom headquarters and Grounds Maintenance Services in
over half of all Belgacom sites across the country.
Guy De Poortere, Vice President Supply Chain Management

New and accurate management for daily operational followup; flexible and service minded.
Herman Verbeken, Director Group Facilities
Quality follow-up good mix of commercial and operational
management.
Yves Bertholom, Facilities BTO Regional Manager
Account Manager
Tim De Wit
Corporate Account Manager
Tel.: +32 494 57 87 47
tim.de.wit@be.issworld.com
ISS N.V.
Steenstraat 20/1
1800 Vilvoorde / Koningslo
Belgium
Tel.: +32 2 263 66 11
www.be.issworld.com
Barmer GEK
Facts
Country Germany
Market segment
2011
Customer sites
1
9
Wanheimer Strae 92
40468 Dsseldorf
Germany
Tel.: +49 211 30278-0
www.de.issworld.com
Description
Barmer and GEK (Gmnder Ersatzkasse) have rendered assistance
to their clients for more than 125 years. Through the merger of
Barmer and GEK, the company has 8.5 million insured persons
and is now the largest health insurance company in Germany.
Service Mix
ISS Germany runs the Barmer GEKasino restaurant which
also provides Catering Services including breakfast, snacks,
bakery treats, conference and event services, a speciality coffee
bar and vending machines.
Account Manager
Peter Allan
Director Operations, Southern Germany
Tel.: +49 711 1793080
peter.allan@de.issworld.com
ISS Germany performing Catering Services at Barmer GEK site
135
136
We seek excellent service from all our suppliers. And

thats what we get from ISS every day
Christian Hadorn | Managing Director Corporate Real Estate &
Administrative Services CREAS South/West
UBS AG | Switzerland
137
UBS AG
Facts
Country Switzerland
Market segment
2006
Employees at customer 24,000 in Switzerland
Customer sites
400
1,200
We seek excellent service from all our suppliers. And thats

what we get from ISS every day.
Description
UBS is a global firm providing financial services to private,
corporate and institutional clients. UBS is present in all major
financial centres and has offices in over 50 countries. UBS
employs approximately 65,000 people around the world.
Service Mix
ISS Switzerland delivers Integrated Facility Services (Strategic
Management, Commercial Facility Management), Support Services,
Property Services (Technical Facility Management, Construction and
Project Management, Relocation Management, Postal Services,
Energy and Environmental Management) and Cleaning Services.
Contract History
Christian Hadorn, Managing Director Corporate Real Estate &

Administrative Services CREAS South/West
Account Manager
Andr Nauer
CEO
Tel.: +41 58 787 70 00
Email: andre.nauer@iss.ch
ISS Schweiz AG
Postfach
8010 Zrich
Switzerland
Tel.: +41 58 787 80 00
www.ch.issworld.com
At the beginning of 2006, UBS spun off a large part of its logistics
services into the newly established Edelweiss FM Corp, with which
it signed a five-year contract. In July of that year, ISS Switzerland
took over Edelweiss. In September 2009 UBS and ISS Switzerland
signed a six-year contract.
138
ISS Switzerland performing Support Services
Komercni banka (Societe Generale)

Facts
Country
Market segment
Customer sites
Czech Republic
2006
8,774 (as of 2011)
397
170
Description
ISS Facility Services s.r.o.

Eastbuilding, Antala Staska 510/38
140 00 Prague 4 - Krc
Czech Republic
Tel.: +420 2 6139 2311
www.cz.issworld.com
Komercni banka is one of the top banks in the Czech Republic

and Central Europe. Komercni banka was founded in 1990 and
in 2001 it was acquired by Societe Generale (60 per cent of
shares).
Service Mix
ISS Czech Republic delivers Technical Building Maintenance,
Repairs, and Revisions and Cleaning Services.
Contract History
ISS Czech Republic has been delivering Technical Services since
2006 and Cleaning Services since 2012 for 120 sites.
Account Manager
Jiri Zeleny
Regional Operations Director
Tel.: +420 602 543 074
jiri.zeleny@cz.issworld.com
ISS Czech Republic performing Property Services
139
140
Thanks to ISS, we can focus on our core business

Wolfgang Stiebellehner
Head of Engineering, Move & Providermanagement
Credit Suisse AG | Switzerland
141
Credit Suisse AG
Facts
Country Switzerland
Market segment
2007
Employees at customer 21,200 in Switzerland (2011)
Customer sites
>200
ISS employees on site 580 (3 in mandate management,
12 Facility Service Managers, 50
caretakers, 15 building engineers and
500 cleaning professionals)
Description
Credit Suisse AG is one of the worlds leading financial services
providers and is part of the Credit Suisse group of companies
(referred to here as Credit Suisse). As an integrated bank,
Credit Suisse offers clients its combined expertise in the areas of
private banking, investment banking and asset management.
Credit Suisse provides advisory services, comprehensive solutions
and innovative products to companies, institutional clients and
high-net-worth private clients globally, as well as to retail clients
in Switzerland. Credit Suisse is headquartered in Zurich and
operates in over 50 countries worldwide. The group employs
approximately 48,200 people.
The registered shares (CSGN) of Credit Suisses parent company,
Credit Suisse Group AG, are listed in Switzerland and, in the
form of American Depositary Shares (CS), in New York. Further
information about Credit Suisse can be found at www.creditsuisse.com.
Service Mix
142
ISS Switzerland provides Cleaning Services (e.g., Regular Cleaning,

Washroom Services, Special Cleaning, etc.), Support Services
(Interior Landscaping, Mail Services, etc.), Property Services
(Operation & Maintenance of Building Services, Caretaking

Services, Grounds Maintenance, etc.) and Facility Management
(Energy Management, Mandate Management, Quality Control,
etc.).
Contract History
Mar 2012
Sep 2009
Nov 2007
Contract extended to April 2014

Contract extended to April 2012
Contract signed

Thanks to ISS, we can focus on our core business.
Wolfgang Stiebellehner Head of Engineering, Move &
Providermanagement
Account Manager
Andr Nauer
CEO
Tel.: +41 58 787 70 00
Email: andre.nauer@iss.ch
ISS Schweiz AG
Postfach
8010 Zrich
Switzerland
Tel.: +41 58 787 80 00
www.ch.issworld.com
ISS Switzerland performing Property Services
ENTEL S.A.
Facts
Country Chile
Market segment
2009
Customer sites
132
290

Santiago de Chile
Tel.: +56 27 26 65 00
www.cl.issworld.com
Description
ENTEL is a consolidated provider of integrated tele
communications services segmented for large companies,
through measures developed specifically for each of them, and
for medium, small and micro enterprises through packaged
solutions that give high value-added services.
Service Mix
ISS Chile performs Cleaning Services.
Contract History
Cleaning operations started in March 2009 at ENTEL SA. In May
2010 ISS Chile began to provide Cleaning Services at ENTEL PCS.
Account Managers
Sandra Flores / Carlos Muoz
Contract Manager / Central Zone Manager
Tel.: +56 96 20 77 028 / +56 99 89 56 475
sandra.flores@cl.issworld.com / carlos.munoz@cl.issworld.com
ISS performing Support Services
143
144
TDC. Photographer Jrgen True
Entering into a strategic partnership with ISS makes

good sense to TDC, because it allows us to focus on
what matters most to our customers. ISS has managed
to integrate multiple services into one solution, catering
to all our needs, across several locations. Moreover, with
ISS we are able to scale the level of services to our daily
needs.
ISS has helped us maximise efficiency and reduce costs in
our non-core activities
Allan Holst Jensen | Senior Director of Facility Management
TDC | Denmark
145
TDC A/S
Facts
Country Denmark
Market segment
2006
Approx. 10,000
Customer sites
4,309
130
Description
TDC A/S is the largest distributor of telecom and cable TV for
business and private markets in Denmark. In the other Nordic
countries, TDC is the main competitor in telecom business markets.
The company is the outcome of mergers of many smaller telecom
companies reaching back to 1882. Today TDC has 8.5 million
customers.

Entering into a strategic partnership with ISS makes good sense
to TDC, because it allows us to focus on what matters most to
our customers. ISS has managed to integrate multiple services into
one solution, catering to all our needs, across several locations.
Moreover, with ISS we are able to scale the level of services to our
daily needs.
ISS has helped us maximise efficiency and reduce costs in our noncore activities.
Allan Holst Jensen, Senior Director of Facility Management
Service Mix
Account Manager
ISS Denmark manages a full IFS solution in which one responsible

service organisation delivers a catering set-up to more than
5,700 daily users, cleans approximately 140,000 m2 per week
and Landscaping and Gardening of more than 3.45 million m2 of
exterior areas per year. The on-site service teams at headquarters
and other large locations also manage Reception, Mail Handling
and other Office Support Services.
Henrik la Cour
Engagement Manager Executive
Tel.: +45 23 72 34 01
henrik.la.cour@dk.issworld.com
Contract History
The first contract with TDC started in March 2006.
The contract has been further developed during the contract period
to coincide with the business transformation at TDC.
146
The cooperation with TDC was extended in January 2011 with a

contract reflecting a To the Next Level approach to accommodate
customer needs for an outsourcing 2.0 value proposition.

Mntmestervej 31
2400 Copenhagen NV
Denmark
Tel.: +45 38 17 17 17
www.dk.issworld.com
VTR
Facts
Country Chile
Market segment
2011
Customer sites
130
250

Santiago de Chile
Tel.: +56 27 26 65 00
www.cl.issworld.com
Description
VTR is one of the major companies in Chile that provides cable TV,
telephony and Internet services.
Service Mix
ISS Chile manages full scope-building maintenance: Corporate
Building and Sales Offices, Support Services, Handyman and
Warehouse, Mailing, Cleaning Services, Pest Control and
Landscaping Services.
Contract History
After bidding processes, Cleaning operations started in January
2011 and FM and Maintenance operations started in February 2011.
Account Managers
Gustavo Reyes / Susana Azar
Contract Manager / Property Services Manager
Tel.: +56 96 6871338 / +56 27 266503
gustavo.reyes@cl.issworld.com / susana.azar@cl.issworld.com
147
148
Regus
Regus has been cooperating with ISS in Moscow and

St Petersburg for almost ten years, and ISS has always
been a valuable partner for us. ISS Cleaning Services
have always met the highest standards. ISS management
has always been very attentive to Regus needs and has
always managed to find the best options to meet our
needs.
Several times ISS has participated in Regus tenders for
cleaning services, and up to now has proved to be the
best solution for our business by winning the tenders.
We trust ISS as our supplier and would recommend them
to other companies in various business sectors
Tatyana Korosteleva | EMEA NCO Project Director
Regus | Russia
149
FACILIT Y MANAGEMENT|C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SECURIT Y
Regus
Facts
Country Russia
Market segment
2004
Customer sites
6
18
Description
Regus is the worlds largest provider of innovative workspace
solutions, with products and services ranging from fully equipped
offices to professional meeting rooms, business lounges and the
worlds largest network of video communication studios. Regus
delivers a new way to work, whether it is from home, on the
road or from an office.

Regus has been cooperating with ISS in Moscow and St
Petersburg for almost ten years, and ISS has always been a
valuable partner for us. ISS Cleaning Services have always met
the highest standards. ISS management has always been very
attentive to Regus needs and has always managed to find the
best options to meet our needs.
Several times ISS has participated in Regus tenders for cleaning
services, and up to now has proved to be the best solution
for our business by winning the tenders. We trust ISS as our
supplier and would recommend them to other companies in
various business sectors.
Clients such as Google, GlaxoSmithKline, and Nokia join

thousands of growing small and medium-size businesses that
benefit from outsourcing their office and workspace needs to
Regus allowing them to focus on their core business. More than
a million customers a day benefit from Regus facilities spread
across a global footprint of 1,300 locations in 550 cities and
97 countries, which allow individuals and companies to work
wherever, however and whenever they want to.
Tatyana Korosteleva, EMEA NCO Project Director
Service Mix
ISS Russia delivers Cleaning Services and Technical Maintenance

Services.
21 Noviy Arbat str.

119019, Moscow
Russia
Tel.: +7 495 933 44 73
Contract History
150
and one in St Petersburg. Technical Maintenance Services began

in the middle of 2012.
The contract started in 2004 with Office Cleaning only. By the

end of 2011 it served seven centres with cleaning in Moscow
Account Manager
Irina Rakhmanova
Service Development Manager
Tel.: +7 926 520 54 40
irina.rakhmanova@ru.issworld.com
www.ru.issworld.com
Siemens AS, Siemens Real Estate

Facts
Account Manager
Country Norway
Market segment
2003
Customer sites
9
60
Erlend Br
Head of Siemens Real Estate Norway
+47 984 86 699
erlend.baeroe@siemens.com
Description
Postboks 132 kern

(visiting address: Smeltedigelen 1 0195 Oslo)
0509 Oslo
Norway
Tel.: +47 815 55 155
For over 111 years, Siemens has been active in Norway, where
it holds leading positions in its Industry, Energy and Healthcare
sectors. Today Siemens supplies a unique range of advanced
products and solutions to the Norwegian market. The company
has major offices in Oslo, Trondheim, Bergen and Stavanger.
ISS Facility Services AS
www.no.issworld.com
Service Mix
ISS Norway performs Facility Management (on four sites),
Cleaning, Catering, Support Services, Landscaping, Property
and Security Services.
Contract History
2009 - 2012
2003 - 2008
New contract + 1.5 year

First FM contract + 1 year
All services at four locations.
ISS Norway performing Support Services
151
SAP
Facts
Account Manager
Country France
Market segment
2011
Employees at customer 2,000 in France
Customer sites
5
12
Graldine Glatigny
Responsable de Contrat
Tel.: +33 6 75 46 05 01
Geraldine.glatigny@fr.issworld.com
Description
12, rue Fructidor

75017 Paris
France
Tel.: +33 01 44 04 44 04
SAP is the world leader in enterprise applications in terms of

software and software-related service revenue. Based on market
capitalisation, they are the worlds third-largest independent
software manufacturer.
ISS Holding Paris SAS
www.fr.issworld.com
Facts:
More than 197,000 customers in 120+ countries

More than 55,765 employees in 130+ countries
A 40-year history of innovation and growth
Annual revenue (IFRS) of 14,23 billion
Listed under the symbol SAP on stock exchanges,
including the Frankfurt Exchange and NYSE
Service Mix
ISS France performs full FM Services including Cleaning Services
(with ISS Propret), Technical Maintenance, Mail Handling,
Space Planning and Help Desk Services.
Contract History
152
Initially the contract was a contract for Cleaning Services which

was transformed at the request of the customer into global FM
contract.
ISS France performing Support Services
Hanna Launonen, Finland
Support Services
You can count us to support your business in the most
optimal way. The specific delivery within a Support
Service solution will vary from customer to customer
to make sure it best fits your needs and business.
People management is a core competence of ISS, and
through our people we strive to deliver flawless service
solutions to support the aims of your organisation.
With a large pool of skilled employees, we are able
to develop, manage and deliver any type of support
service 365 days a year.
At ISS, we integrate our services seamlessly to meet
your needs and we always offer the convenience of a
single point of contact.
We offer a partnership that secures consistency and

service excellence in our delivery approach throughout
the world. Our ability to mitigate and manage risk on
behalf of our customers is key and enables you to
expand or limit the scope of the services according to
your changing needs.
We integrate not only service lines, but also
management and back-office support, which ensure
cultural and organisational alignment.
ISS Support Services encompass a range of services
including front office, back office, welfare facilities
and labour supply. ISS Support offerings include
Portering, Reception and Hostess Services, Internal
Logistics and Moves and Mail Handling.
153
My work may seem clinical,

but together weve created
a warm atmosphere
Melody Eira D. Cabigon, Sterile Supplies Technician
at the Singapore General Hospital in Singapore
154
HEALTHCARE
155
Lyell McEwin Hospital recommends ISS as a reliable

partner in the provision of Hotel Support Services.
ISS management and staff have the ability to work
efficiently and effectively with all our departments
and have gained the trust and respect of hospital staff
and executive management.
Over the years, they have proven their capacity to
deliver the necessary flexibility and quality services to
respond to the ever-changing needs within the Health
sector environment
Brett Thompson | General Manager
Lyell McEwin Hospital | Australia
156
Beatrice Zurbriggen, Switzerland
157
Lyell McEwin Hospital

Facts
Country Australia
Market segment
Healthcare
1999
Customer sites
2
200
Description
Lyell McEwin Hospital (LMH) is a 299-bed acute teaching hospital
affiliated with the University of Adelaide and South Australia
and is located 45 minutes north of the city. The hospital provides
General Medicine, Emergency Medicine, General Surgery,
Obstetrics and Gyneacology, Womens Health, Paediatrics and a
60-bed Mental Health Unit.
Opening as a small country hospital in 1959, LMH is today the
premier hospital of the northern metropolitan area.
The LMH has recently completed a major development of the
facility, which was given the Ryder Hunt Award by the Property
Council of Australia.
Service Mix
ISS Australia provides an integrated service delivery model,
which was developed in conjunction with the customer.
Services include:
Scheduled and periodical Cleaning Services, across the
wards, operating theatres, infectious cleans, discharge
cleans, builders cleans, reactive and MRO cleaning
158
Distribution, including removal of all types of waste and

dirty linen, medical records, clean linen receipt, collection
and transporting of patient blood specimens, warehousing,
stores receipt and materials management
Assist Ward Support staff with restocking
Orderlies for patient and equipment movement, including
Operating Theatres, Attending Emergency Response Codes,
providing Plaster Services, Organising Patient Transport and
Furniture Installation and Removal
Security: static guarding, emergency response team and
manned patrols
Grounds Maintenance and Pest Control
Waste Management
Hygiene Services
Domiciled staff allocated to medical imaging and ED
ISS also provides services to Mental Health, Radiation Oncology
and Adelaide University facilities located within the hospital,
and the GP Plus super clinic.
Contract History
ISS relationship with LMH commenced in 1999 with the delivery
of an integrated model.
The strong relationship with the hospital has led to a number
of joint initiatives, including a new Ward Support model,
implementation of the CARPS task management system and a
collaborative approach to the selection of equipment.

Lyell McEwin Hospital recommends ISS as a reliable partner in
the provision of Hotel Support Services. ISS management and
staff have the ability to work efficiently and effectively with
all our departments and have gained the trust and respect of
hospital staff and executive management.
Over the years, they have proven their capacity to deliver the
necessary flexibility and quality services to respond to the everchanging needs within the Health sector environment.
Brett Thompson, General Manager
Account Manager
Chris Dedicoat
Regional Manager, South Australia
Tel.: +61 8 8354 8988
chris.dedicoat@au.issworld.com
ISS Australia

Lane Cove NSW 2066
Australia
Tel. : +61 2 8644 9700
www.au.issworld.com
ISS Australia performing Support Services
159
Daniela Meyer, Switzerland
160
Throughout the years of our partnership, we have developed

a relationship founded on the quality of service, innovation
and acceptance of our clients. This compromise between
the Complexo Hospitalar Edmundo Vasconcelos and ISS was
a great guideline for the lasting success of this endeavor
Maria Lcia Pontes Capelo Vides | Hospital Administration Manager
Complexo Hospitalar Edmundo Vasconcelos | Brazil
161
C LE ANING|SU PPO RT|PROPERT Y|C ATERING|SECURIT Y
Complexo Hospitalar Edmundo Vasconcelos

Facts
Country Brazil
Market segment
Healthcare
1991
Customer sites
1
155
Description
With an experience that spans half a century, Excellence
Complexo Hospitalar Edmundo Vasconcelos is due to the strict
concept of Institution Hospital developed throughout its history.
Complexo Hospitalar Edmundo Vasconcelos provides its clients
quality comprehensive care and welfare in the preservation and
restoration of health through professional expertise, innovative
technology, modern hospital infrastructure, scientific research
and new solutions in medicine.
The ongoing professional development of its medical staff
demonstrates the importance of technical assistance throughout
the institution, which is the stimulus for continuous improvement
of services and management efficiency.
Service Mix
The ISS Brazil offers Cleaning Services, Facade Cleaning, Maid
Service, Linen Service and Reception.
Contract History
2010
1991
162
Certifications:
- ISO 9001 in all sectors of the complex
- ONA level 3

Throughout the years of our partnership, we have developed
a relationship founded on the quality of service, innovation
and acceptance of our clients. This compromise between the
Complexo Hospitalar Edmundo Vasconcelos and ISS was great
guideline for the lasting success of this endeavor.
Maria Lcia Pontes Capelo Vides, Hospital Administration
Manager
Account Manager
Cintia Martins Ferreira
Operational Manager
Tel.: +55 11 3528 5906
cintia.martins@br.issworld.com

04671-903
So Paulo SP
Brazil
Tel.: +55 11 2195 8780
www.br.issworld.com
A contract was signed for Reception Services

ISS Brazil started delivering Hygiene, Laundry and
Housekeeping Services
Complexo Hospitalar Edmundo Vasconcelos
Sanatorio SEMM Mautone

Facts
ISS Uruguay S.A: - Habitu S.A
Country Uruguay
Market segment
Healthcare
2010
Customer sites
1
26
Habitu S.A.
Dr. Carlos Mara de Pena 4368 esquina Palomeque
12.900 Montevideo
Uruguay
Tel.: +598 2 3046012
www.uy.issworld.com
Description
The SEMM - Mautone hospital is a Uruguayan company with
more than 35 years of activity, distinguished by giving the best
Integral Medical Assistance in Punta del Este.
Service Mix
ISS Uruguay delivers Catering Services.
Contract History
ISS Uruguay won the Catering Services contract in August 2010.
Account Manager
Jorge Gonzlez
Account Executive
Tel.: +598 2 3046012
jgonzalez@uy.issworld.com
Mautone
163
Daniela Meyer, Switzerland
164
ISS is a company that gives certainty to our Public-Private

Partnerships and Collaboration in the Mexican Health System
for their excellent performance and quality of services they
provide
Jorge Mario Lpez Arango | Md-PhD. General Manager
DOIHIDesarrollo y Operacin de Infraestructura
Hospital Regional de Alta Especialidad de Ixtapaluca | Mexico
165
Hospital Regional de Alta Especialidad de Ixtapaluca

Facts
Country Mexico
Market segment
Healthcare
2011
30 direct employees and 1,800 endusers
between government staff and patients
Customer sites
1
250
ISS is a company that gives certainty to our Public-Private

Partnerships and Collaboration in the Mexican Health System
for their excellent performance and quality of services they
provide.
Description
DOIHI is a joint venture between GIA +A / Hispnica and
EDUCTRADE, to execute a Service Provision Contract (CPS),
approved by the federal government in 2008, to construct the
facility and administrate all non-medical services at the Hospital
Regional de Alta Especialidad de Ixtapaluca, Mexico.
Account Manager
Luis Miranda Pea
Key Account Manager ISS/IFS
Tel.: +52 55 3900 0474
luis.miranda@mx.issworld.com
Service Mix
Grupo ISS Mxico
ISS Mexico manages Cleaning, Maintenance, Landscaping,

Pest Control, Security, Warehouse, Catering, Front Desk, Valet
Parking, Office Support, Help Desk, Clinic Records Handling,
Waste Management, Energy and Facility Management.
Aquiles Serdn 157

Col. ngel Zimbrn
02090 Mxico DF
Tel.: +52 55 9114 1300
Contract History
www.mx.issworld.com
2012
2011
2009
2008
166
Jorge Mario Lpez Arango . Md-PhD., General Manager DOIHI

- Desarrollo y Operacin de Infraestructura Hospitalaria de
Ixtapaluca
Full service kick-off

End of construction works, ISS started delivering
services in a pre-operation scheme
ISS signed collaboration agreement
Grant of Project by Mexican Government to Joint
Venture (GIA- Hispnica- EDUCTRADE)
ISS delivering Security Services
Singapore General Hospital (SGH)

Facts
Service Mix
Country Singapore
Market segment
Healthcare
1997
Customer sites
1
>800
ISS Singapore manages Cleaning and Bed-Making Services,

Portering Services, Concierge Services, Non-Emergency
Ambulance Services, Indoor Plants Services, Pest Control
Services, Visitor Services, Facility Management, Maintenance &
Engineering Services, Theatre Sterilized Supplies Unit (TSSU) and
Centralized Sterilized Supplies Department (CSSD).
Description
Contract History
Reputed for its medical excellence, SGH is Singapores largest

tertiary hospital with a 9,000-strong multi-generation diversified
workforce and a rich 190-year history.
ISS Singapore started by providing Cleaning a single service

to SGH. Building on trust, partnership and commitment to
continual improvement, ISS expanded its service delivery from
single service to multi-services to integrated facility services.
Every year, the SGH campus caters to over 1 million patients,

providing advanced medical care under its 36 clinical specialties.
Specialties such as Haematology, Renal Medicine, Nuclear
Medicine, Orthopaedic Surgery, Pathology and Plastic Surgery
(Burns) serve as national referral centres. SGH accounts for
about one-quarter of the total acute hospital beds in the public
sector and about one-fifth of acute beds nationwide.
Account Manager
Goh Yuh Yan
Key Accounts Director
Tel.: +65 9852 1018
goh.yuh.yan@sg.issworld.com
SGH achieved American Joint Commission International

accreditation in 2005 and reaccreditation in 2008 and 2011,
an affirmation of the hospitals commitment to high standards
of patient care and safety. SGH is the largest teaching hospital
in Asia to be accorded such recognition. SGH is also the first
hospital in Asia to achieve Magnet designation for nursing
excellence.
ISS Facility Services Private Limited
As an academic hospital, SGH plays a key role in nurturing

doctors, nurses and allied health professionals, and is committed
to innovative translational and clinical research in its continual
goal to provide the best care and outcomes for its patients.
www.sg.issworld.com
No.1 Jalan Kilang Timor

#10-00 Pacific Tech Centre
Singapore 159303
Tel.: +65 6 227 9711
167
Sanitas (Bupa Group)

Facts
Contract History
Country Spain
Market segment
Healthcare
2005
Customer sites >100 sites in Spain (5 hospitals)
298
The cooperation between Sanitas and the ISS Group goes back
to 2005, when ISS provided Landscaping Services. Through the
years, ISS has introduced specialised service solutions such as:
Cleaning Services, Pest Control and Internal Air Quality Services.
Both companies have stretched their relationship in order to
innovate service solutions to improve the service quality for
users.
Description
Since 1989, Sanitas has been part of the BUPA (British United
Provident Association) Group, an organisation founded in the
United Kingdom in 1948 and dedicated to healthcare. It has
11.2 million members in more than 190 countries across the
world and around 52,000 employees.
Its activities are mainly health insurance and care for the elderly
and disabled youths. All of the profits from Bupas business are
reinvested in improving its services.
The Sanitas Group, specialising in health and healthcare, includes
the following companies: Sanitas Seguros, Sanitas Hospitales,
Sanitas Residencial and Sanitas Nuevos Negocios. Sanitas
Seguros is the leading private medical and health insurance
in Spain, with 1.98 million customers. It posted a turnover of
nearly 1.5 billion in 2010.
Service Mix
ISS Spain provides Cleaning Services and Property Services (Pest
Control, Internal Air Quality and Landscaping).
168
Account Manager
Maria Jos Abraham
Tel.: +34 935 903 060
mjose.abraham@es.issworld.com

Barcelona
Spain
Tel.: +34 935 903 060
C/ Maria Tubau, 3
28050 Madrid
Spain
Tel: +34 917 360 750
www.es.issworld.com
University Hospital of Ioannina

Facts
Account Manager
Country Greece
Market segment
Healthcare
2006
Customer sites
5
150
Sofia Tsoubanou
Stewardship Supervisor
Tel.: +30 265 10 99 437
supervision@usi.gr
Description

Greece
Tel.: +30 210 27 05 600
University Hospital of Ioannina is one the biggest hospitals in

Greece (882 beds) providing health care at third degree level to
the citizens of north-west region of Greece. The hospital also
provides undergraduate training to students of the Medical
Department of the University, as well as specialisation of doctors
and continuous education and training of doctors and other
health care professionals.
www.gr.issworld.com
Service Mix
ISS Greece provides Interior and Exterior Cleaning.
Contract History
ISS Greece has held a contract with the Hospital of Ioannina
since 2006, starting with Cleaning Services and Waitressing and
in early 2012 added Pest Control Services.
University Hospital of Ioannina
169
Horizon Healthcare Services, Inc.

Facts
Account Manager
Country USA
Market segment
Healthcare
1995
Customer sites
6
26 during the day, 43 at night
Rick Pastore
Account Manager
Tel.: +1 973 466 4255
Rick.Pastore@us.issworld.com
Description
1019 Central Parkway North, Suite 100

San Antonio, Texas 78232
USA
Tel.: +1 210 495 6021
Horizon Healthcare Services, Inc is a not-for-profit organisation

established in 1932. It is the largest health insurer in New
Jersey, providing access to quality affordable medical and dental
coverage to 3.6 million members.
ISS Facility Services Inc.
www.us.issworld.com
Service Mix
ISS US delivers Integrated Facility Services: Facility Management
(Project Management and Food Service Management), Cleaning
Services (Janitorial), Security Services (Parking Management),
Support Services (Helpdesk, Audio/Visual) and Property Services
(Construction Services and Property Management).
Contract History
ISS US has been providing Integrated Facility Services for Horizon
Healthcare Services Inc. since 1995.
170
ISS delivering Support Services
Fredrik Ever Banke, Sweden
Facility Management
You can depend on ISS to understand your service
needs and develop a solution that will liberate
resources and let you focus on your core business.
ISS can offer solutions from single services to fully
integrated management solutions.
You can be confident that, as a recognised global
leader in service management, we learn from our
experience in other service sectors to provide you
with innovative solutions. By working with ISS you
can optimise efficiency and cost effectiveness through
our service delivery solutions. You can be confident
that our well-trained staff will show professionalism
in all customer touch points.
Facility Management The ISS Way is an Integrated

Facility Service Model in which the services are
delivered through a seamless integration of people,
processes and management.
ISS Facility Management offerings include on-site
management of Facility Services, Change Management,
Space Management and Consulting.
ISS servicing the Food & Beverage segment
171
ISS World Services A/S

www.issworld.com

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My hands-on

Fredrik Ever Banke, ISS Facility Manager

The ISS segments

ISIC division code

01-03, 05-09, 35, 36-39

12-20, 22-33, 41-43

Energy & Resources

Agriculture, forestry, fishing, mining and quarrying, electricity, gas,

Food & Beverage

Food products and beverages

Industry & Manufacturing

Tobacco, textiles, apparel, leather and related products, petroleum,

Retail & Wholesale

Wholesale and retail

Transportation & Infrastructure

Transportation and storage

Hotels, Leisure & Entertainment

Accommodation and food service activities, arts, entertainment

Business Services & IT

Information and communication, financial and insurance activities,

58-63, 64-66, 68, 69-75, 77-82

Public administration and defence, education

Human health and social work activities

Other service activities, activities of households as employers, activities

Energy & Resources 10-21

I know how important

Marilou Lopez, Housekeeping & Accommodation Services Professional,

FACILIT Y MANAGEMENT |CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y

ISS Tesis Ynetim Hizmetleri A.S.

Yahya Kemal Mah

ISS Turkey delivering Catering Services

FACILIT Y MANAGEMENT|CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y

PT. Pama Persada Nusantara

Deden Yulih MRA

P.T. ISS Indonesia

ISS Indonesia delivers Catering (Canteen), Support Services,

C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SECURIT Y

What the Customer Says

In reference to the service provided by ISS in YPF main

Engineer Jorge C. Martins, Maintenance Manager

ISS Argentina carrying out Property Services

C LE ANING|SUPP ORT|PRO PE RT Y|C ATERING|SECURIT Y

Total E&P Borneo B.V.

Edison San Diego

ISS Facility Services Sdn. Bhd.

In Brunei, Total is represented by two companies: Total E&P

ISS is a true partner that shows initiative and manages to solve

FACILIT Y MANAGEMENT|CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y

ISS has delivered Facility Management Services to OKG since

ISS Swedens partnership with OKG is a Faciliy Management

What the Customer Says

ISS Facility Services AB

CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y

ISS Iceland ehf

I know the ultimate

Yney Glay, Cleaning Professional for

Rexam Beverage Can Italia S.r.l.

We are satisfied with the work carried out by ISS on

CLEANING|SUPPORT|PROPERT Y|C ATERING|SECURIT Y

Rexam Beverage Can Italia S.r.l.

What the Customer Says

Rexam is a leading global consumer packaging company. It is

Lorenzo Garbellini, Managing Director

ISS Facility Services S.r.l.

Energy & Resources 10-21