DIGITAL TRANSFORMATION IN FACILITIES MANAGEMENT: A STUDY OF MOBILE APPLICATIONS IN THE RESIDENTIAL SECTOR

Abstract

With rising consumers’ expectations and disruption to existing business models, the labour-intensive Facilities Management (FM) industry is urged to undergo digital transformation. An innovative solution to reduce operating expenses and improve production efficiency is the adoption of the Mobile Application. Despite the Government’s efforts in promoting digital services, mobile applications for the residential sector are not widely implemented.

This research seeks to examine the advantages, disadvantages, barriers and opportunities concerning the adoption of mobile applications. Factors that influence the managing agents’ decision in adopting the technology were investigated. Current governmental efforts to assist FM companies in embarking on this transformation journey were evaluated.

A combination of various research methodologies, including surveys and interviews, was employed to address these objectives. Thereafter, case studies on existing facility management mobile application were conducted to substantiate the survey and interview findings.

Based on the findings, the low usage rate of existing applications among residents is due to the lack of awareness in such applications. More emphasis should be placed on promoting and educating users on how to use the applications. Also, there is room for improvement to develop a mobile application that is inclusive for the older generations and non-digital savvy users. Despite the recent strong governmental push towards digital industry transformation, there seems to be reluctance among the managing agents to adopt mobile applications in facility management practices. The key factors which caused the reluctance towards the adoption of the mobile application are identified as the total cost incurred for the investment and the residents’ ability to use it.