Procurement Guide for Facilities Management in GCC

Oct 9 / Abdullah Hajkasem

The Gulf Cooperation Council (GCC) Region

A Global Powerhouse

The Gulf Cooperation Council (GCC) region, comprising Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, and the United Arab Emirates, stands as a beacon of economic prosperity and growth in the Middle East. With vast oil and gas reserves, the GCC countries have historically been major contributors to the global energy market. Over the years, however, the region has strategically diversified its economic base, venturing into sectors like finance, tourism, and real estate, thereby reducing its dependency on oil revenues. This diversification has not only bolstered the GCC's global economic significance but has also paved the way for rapid urbanization and infrastructural development.

Background on the GCC and Facilities Management

The Gulf Cooperation Council (GCC), a regional intergovernmental alliance, encompasses six Middle Eastern countries: Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, and the UAE. Over the years, this region has witnessed a remarkable surge in its real estate and infrastructure sectors. This growth can be attributed to the region's strategic position, vast natural resources, and ambitious development plans set forth by its member states. From towering skyscrapers that redefine city skylines to expansive transportation networks that connect the vast desert landscapes, the GCC has become synonymous with architectural marvels and infrastructural prowess.
Facilities Management (FM) in the GCC has undergone a transformative journey. What once revolved around rudimentary building services has now metamorphosed into a comprehensive domain that emphasizes a holistic approach. Today's FM is not just about maintaining physical structures; it's about creating environments that enhance the well-being and productivity of its occupants. This evolution integrates four pivotal elements: people, place, process, and technology. People are at the heart of any facility, and understanding their needs and preferences is paramount. The 'place' reflects the physical environment, which must be both functional and conducive. 'Process' entails the myriad of operations and procedures that ensure the smooth functioning of a facility. Lastly, 'technology' plays a crucial role in modern FM, offering tools and solutions that optimize operations, enhance sustainability, and improve user experiences. Together, these elements encapsulate the essence of FM in the GCC today, reflecting its growth, dynamism, and forward-thinking approach.

The Current State of Procurement in GCC's Facilities Management

In the dynamic landscape of the GCC, procurement in facilities management has evolved to become more strategic and integrated.

Current practices include:

Integrated Procurement Systems: Many facilities management companies in the GCC have adopted integrated procurement management systems. These digital platforms streamline the procurement process, from vendor selection to payment, ensuring transparency and efficiency.

Emphasis on Quality over Cost: While cost remains a significant factor, there's a noticeable shift towards quality. FM companies are now more willing to invest in high-quality products and services that offer longevity and better performance, even if they come at a premium.
Sustainable Sourcing: With the GCC nations committing to various global sustainability goals, there's a growing emphasis on green procurement. FM companies are actively seeking vendors who adhere to sustainable practices and offer eco-friendly products.

Vendor Relationship Management:
Recognizing the importance of long-term partnerships, FM companies are investing time and resources in nurturing relationships with their vendors. Regular reviews, feedback sessions, and collaborative problem-solving are becoming commonplace.

Challenges Faced by Procurement Professionals in the Region

Despite the advancements, procurement professionals in the GCC's FM sector face several challenges:
The GCC region, with its diverse set of nations, has a complex regulatory landscape. Navigating the various rules, especially those related to imports and customs, can be challenging.
With a plethora of international vendors vying for a piece of the GCC market, procurement professionals often grapple with cultural differences in business practices and negotiations.
Geopolitical tensions, coupled with global events like the COVID-19 pandemic, have highlighted the vulnerabilities in the supply chain. Ensuring a consistent supply of essential products and services has become a significant concern.
The pace at which technology is evolving poses a challenge. Procurement professionals need to stay updated with the latest innovations in the FM sector to make informed decisions.
There's a noticeable talent gap in the procurement domain. The region needs professionals who are not just well-versed in procurement but also understand the nuances of the FM sector in the GCC context.

Best Practices in Procurement for Facilities Management

Strategic Sourcing and Vendor Management

Holistic Evaluation
In the competitive landscape of facilities management, cost is often a primary consideration. However, a narrow focus on cost can lead to compromises in quality and reliability. Adopting a holistic evaluation approach means looking beyond just the price tag.

It involves assessing vendors on multiple criteria:

Ensure that the products or services meet or exceed industry standards. This can be assessed through certifications, user reviews, and hands-on testing.
Reliability: A vendor's track record in terms of timely deliveries, adherence to agreements, and consistency in performance is crucial. Background checks, reference reviews, and past performance data can provide insights into a vendor's reliability.
Long-term Value: Consider the total cost of ownership, which includes not just the purchase price but also maintenance costs, lifespan, and potential value-added services.

Vendor Segmentation

Not all vendors play the same role in an organization's operations. By segmenting vendors based on their strategic importance, procurement teams can:

Prioritize Resources: Allocate more time and resources to manage critical vendors, ensuring that their performance aligns with organizational goals.
Tailor Management Strategies: Different vendors might require different management approaches. For instance, a key vendor might benefit from regular face-to-face meetings, while a non-critical vendor might be managed through periodic emails or calls.
Mitigate Risks: By understanding which vendors are crucial to operations, procurement teams can develop contingency plans to address potential disruptions.

Performance Metrics

To ensure vendors consistently meet expectations, it's essential to:

Set Clear Expectations: From the outset, define what is expected in terms of quality, delivery times, and other relevant parameters.
Monitor Performance: Use Key Performance Indicators (KPIs) to track vendor performance. This could include metrics like on-time delivery rate, defect rate, and response time to issues.
Feedback: Regularly review vendor performance and provide constructive feedback. This not only helps in addressing immediate concerns but also fosters a culture of continuous improvement.

Collaborative Partnerships

A transactional relationship with vendors can limit the potential value derived from the partnership. Instead, fostering a culture of collaboration can:

Drive Innovation: Engaging vendors early in the decision-making process allows organizations to tap into the vendor's expertise, potentially leading to innovative solutions that might not have been considered otherwise.
Enhance Problem Solving: When challenges arise, a collaborative approach ensures that both parties work together to find a solution, rather than playing the blame game.
Strengthen Relationships: Building trust and mutual respect can lead to long-term partnerships, ensuring stability in supply chains and potentially better terms and conditions.

Embracing Technology and Digital Transformation

Integrated Procurement Platforms

The digital age has ushered in a plethora of tools designed to streamline and enhance the procurement process.

Integrated procurement platforms stand at the forefront of this revolution:

Unified Dashboard: These platforms provide a centralized dashboard, offering a bird's-eye view of the entire procurement process, from vendor selection to payment processing.
Real-time Tracking: With real-time tracking capabilities, procurement teams can monitor order statuses, delivery timelines, and inventory levels, ensuring timely interventions when necessary.
Enhanced Collaboration: Such platforms often come with built-in communication tools, facilitating seamless collaboration between internal teams and external vendors.

Data Analytics

Data is the new oil, and in the realm of procurement, it's a goldmine of insights:

Spend Analysis: By analyzing spending patterns, procurement teams can identify opportunities for bulk purchases, negotiate better terms, or even discover potential areas of wastage.
Vendor Scorecards: Data analytics tools can automatically generate vendor scorecards, providing a quantitative measure of their performance, aiding in future vendor selection processes.
Predictive Analytics: Advanced analytics can forecast future procurement needs based on historical data, ensuring that organizations are always a step ahead in their procurement planning.


Automation is not about replacing humans but about augmenting their capabilities:

Error Reduction: Manual processes are prone to errors. Automating tasks like invoice matching ensures accuracy and reduces the chances of costly mistakes.
Efficiency Boost: Automation speeds up routine tasks. What might take a human hour can be accomplished in minutes, ensuring that procurement cycles are faster and more efficient.
Cost Savings: By reducing manual interventions, organizations can achieve significant cost savings, both in terms of manpower and error-related rectifications.

Stay Updated

The technological landscape is ever-evolving, and staying updated is not a luxury but a necessity:
Industry Forums: Joining industry-specific forums can provide insights into the latest technological trends and best practices in procurement.
Certifications: Many organizations offer certifications in procurement technology. These not only enhance knowledge but also add credibility to one's professional profile.
Networking: Engaging with peers, attending seminars, and participating in webinars can provide first-hand information on the latest tools, platforms, and technologies reshaping the procurement landscape.

Case Study

International Service System (ISS)

Background: International Service System (ISS) is a global provider of facility services, including cleaning, support services, property services, and security services. They have a significant presence in the GCC region and have been instrumental in transforming the facilities management of numerous buildings.

Objective: To enhance the facilities management of more than 25,000 buildings worldwide using advanced technological solutions.

Strategy Employed:

Integration with TRIRIGA: ISS collaborated with TRIRIGA, an integrated workplace management system, to streamline and optimize their facilities management processes.
IoT Implementation: ISS recognized the value of the Internet of Things (IoT) in facilities management. They integrated IoT sensors and devices in buildings to make environments more personalized, intuitive, and user-friendly.
Data-Driven Decision Making: By leveraging the vast amounts of data generated by built environments, ISS was able to make informed decisions, leading to improved operational efficiency and better occupant experiences.

Results Achieved:
Enhanced Building Management: With the integration of TRIRIGA and IoT, ISS was able to transform the facilities management of over 25,000 buildings, making them more efficient and responsive to occupant needs.
Cost Savings: The data-driven approach allowed ISS to identify inefficiencies and address them proactively, leading to significant cost savings.
Improved Occupant Experience: The personalized and intuitive environments created as a result of the IoT integration led to improved satisfaction levels among building occupants.
The case of ISS highlights the importance of embracing technology in facilities management.
Integrating advanced systems like TRIRIGA and leveraging the power of IoT, ISS was able to significantly enhance their facilities management processes, leading to cost savings and improved occupant experiences.

Strategy for Preparing a Scope of Work for FM Services

To craft a detailed and actionable Scope of Work (SOW) that serves as a blueprint for Facilities Management (FM) services, ensuring clarity, alignment, and efficient execution.

Contextual Analysis

  • Conduct a thorough walkthrough of the facility to understand its layout, infrastructure, and unique features.
  • Identify any existing challenges in the facility's operations, such as recurring maintenance issues or security vulnerabilities.
  • Engage with facility users and stakeholders to gather insights on their needs and expectations.

Goal Setting

  • Outline immediate objectives, such as addressing urgent maintenance issues or enhancing security measures.
  • Define broader objectives like implementing energy-saving measures or upgrading infrastructure.
  • Ensure that the goals set for FM services align with the larger organizational mission and vision.

Service Breakdown

  • For each service category, create a comprehensive list of tasks, detailing the specifics of each activity.
  • Determine how often each task needs to be performed—daily, weekly, monthly, or on an as-needed basis.
  • Set clear standards or benchmarks for each task to ensure consistency and quality.

Deliverable Mapping

  • Specify the types of reports, logs, or certificates required from the service provider.
  • Clearly define tangible results, such as the completion of repair work or installation of new equipment.

Performance Monitoring

  • Develop specific KPIs that reflect the quality, efficiency, and effectiveness of the FM services.
  • Set regular intervals for performance reviews, ensuring timely feedback and course correction.
  • Create a mechanism for the service provider to offer feedback on the SOW and suggest improvements.

Resource Planning

  • Catalog all assets available for FM services, including tools, equipment, and software.
  • Determine which resources will be provided by the client and which by the service provider.
  • Allocate a budget for resources, ensuring cost-effectiveness without compromising on quality.


  • Draft a detailed timeline, breaking down the duration of each task and service.
  • Identify key milestones that signify significant progress or completion of specific objectives.
  • Build provisions for adjustments to the schedule in case of unforeseen challenges or delays.

Communication Strategy

  • Create a directory of primary contacts for both parties, ensuring swift communication.
  • Determine how and when updates will be communicated, whether through regular meetings, emails, or reports.
  • Establish a protocol for addressing and resolving any disagreements or misunderstandings.

Contractual Clarity

  • Engage legal experts to review the SOW, ensuring it's legally sound and protects the interests of both parties.
  • Detail the obligations, rights, and responsibilities of both parties, ensuring clarity and mutual understanding.
  • Outline the conditions under which the contract can be terminated, ensuring a fair and transparent process.


  • Set clear criteria for evaluating the effectiveness of the SOW.
  • Establish protocols for revising the SOW based on feedback and changing needs.
  • Emphasize the importance of continuous improvement, encouraging both parties to seek ways to enhance the SOW.


  • Before finalizing, share the draft SOW with key stakeholders for feedback and input.
  • Engage in discussions with the service provider to ensure alignment and mutual agreement on the SOW's contents.
  • Once agreed upon, formalize the SOW with signatures, making it a binding document.

Future Trends

The Gulf Cooperation Council (GCC) region, with its rich history and rapid modernization, is at an interesting crossroads when it comes to procurement in facilities management. As the world evolves, so does the GCC, and this is evident in the way procurement practices are adapting to global trends.

One of the most significant influences on procurement in the GCC is the wave of digital transformation sweeping across industries worldwide. Businesses in the region are increasingly embracing digital tools and platforms, from AI-driven analytics that offer deep insights into spending patterns to the use of blockchain for ensuring secure and transparent transactions. This digital shift is not just about adopting new technologies; it's about fundamentally changing how procurement is approached and executed.
Another global trend making its mark on the GCC is the growing emphasis on sustainability. As the world grapples with the challenges of climate change and environmental degradation, businesses in the GCC are reevaluating their procurement practices. There's a discernible shift towards sourcing eco-friendly materials and forging partnerships with suppliers who prioritize sustainable practices. This aligns with the global push towards a more sustainable and responsible way of doing business.
Recent global events, especially the COVID-19 pandemic, have underscored the importance of supply chain resilience. The vulnerabilities exposed by such events have prompted businesses in the GCC to rethink their procurement strategies. Diversifying suppliers, localizing certain procurement activities, and building more agile supply chains are becoming the norm rather than the exception.
Ethical considerations are also coming to the forefront. With the global community becoming more interconnected and transparent, there's increasing scrutiny on ethical business practices. Organizations in the GCC are responding by placing a greater emphasis on ethical procurement. This involves ensuring that suppliers adhere to fair labor practices, source materials ethically, and operate in a manner that aligns with the values of the procuring organization.
Looking ahead, several predictions can be made about the future of procurement in facilities management in the GCC. The rise of smart technologies, especially the Internet of Things (IoT), will lead to what can be termed as "smart procurement." Real-time data from buildings and facilities will play a pivotal role in informing procurement decisions, ensuring resources are allocated optimally and interventions are timely.
The nature of relationships between organizations and their vendors is also set to evolve. Instead of transactional interactions, the future will see more collaborative partnerships where solutions are co-created, driving innovation and adding value for both parties.
Furthermore, as procurement becomes more strategic and intertwined with technology, there will be a pressing need to invest in training and development. Procurement professionals will need to be equipped with a new set of skills, blending technical know-how with strategic acumen.
Lastly, in line with global sustainability trends, the GCC's procurement landscape will likely see a shift towards a circular economy. This approach emphasizes recycling and reusing materials, minimizing waste, and operating in a manner that's not just profitable but also environmentally responsible.


In the dynamic world of facilities management, especially within the unique context of the GCC, the role of procurement cannot be understated. Efficient procurement practices are the backbone of successful operations, ensuring that resources are utilized optimally, costs are managed effectively, and organizational objectives are met. It's not just about sourcing materials or services; it's about forging partnerships, anticipating needs, and making strategic decisions that drive value.

As we've explored, the landscape of procurement is evolving. Global trends, technological advancements, and shifting market dynamics are reshaping how procurement is approached and executed. In this context, businesses that remain static risk being left behind. Embracing change, therefore, isn't just advisable; it's imperative.
One of the most significant investments businesses can make is in their people. Training and development are not mere buzzwords; they are essential components of a forward-looking procurement strategy. By equipping procurement professionals with the latest skills, knowledge, and tools, businesses can ensure that they are prepared to navigate the challenges and opportunities of the future.
Similarly, technology is no longer a luxury but a necessity. From AI-driven analytics that offer deep insights to integrated platforms that streamline operations, technology is revolutionizing procurement. Businesses that harness the power of technology stand to gain a competitive edge, driving efficiency, transparency, and innovation.
In closing, the journey of procurement in facilities management is one of continuous evolution. As the GCC continues to grow and transform, its businesses must also adapt, innovate, and look ahead. By prioritizing efficient procurement practices and investing in training and technology, businesses can not only meet the demands of today but also lay the foundation for success in the future.