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Demand for increasingly sophisticated infrastructure and places to support work shows no sign of abatement. Thought leaders in the industry have responded with compelling visions for what that might involve. Most, including CoreNet Global's 2020 vision, propose progressive integrated service solutions that stretch beyond the current remit, and skillset, of CRE&FM. There is a huge gap between that future utopian view and the harsh reality of current capability. Commoditised and fragmented, at best our industry operates as a coordinator of many service and professional silos, rather than achieving the promised value-add of true service Integration. In this paper we consider what needs to change to make this transition to a truly integrated service model, what is involved with the true nature of Integration, and what barriers need to be overcome to make the advance. Our view is that the CRE&FM industry needs to make significant advances in procurement processes and commercial frameworks if it is to develop the new models, built around the principles of 'intelligent cooperatives', needed to support the necessary service delivery ecosystem.
Keywords: Zurich, Shared Services, Technology, Paperless, Food at Work, Education, Research, Role, Change
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