AWA Institute In-person summit 12 November 2026
Measuring workplace success
Aligning purpose, suppliers and measurement behind what the office is really for.
It starts with what your office is for, and shows how to measure each of your suppliers against it.
What you’ll take away
Tools and techniques for delivering on business objectives, beyond cost
Measurement frameworks for assessing and managing the workplace experience and the performance of your suppliers
Data flows and dashboards that show performance and impact
How to make every service partner a ‘lookout’ for the workplace experience
Each of your suppliers reports on its own numbers
Every contract comes with its own KPIs, and few of them tell you whether the office is doing what your organisation needs it to do.
- Receptionvisitor wait time
- Cateringcost per portion
- Cleaningtasks completed to schedule
- Maintenancetime to respond
- Securityincidents logged
- Gym and wellbeingmembership take-up
On 12 November we work out how to link each supplier’s measures back to what the office is for.
Meet your speakers
Speaker
Chris Delahunt
Senior Associate, AWA
Chris built Workplace Services, the centralised facilities management capability serving BAE Systems’ 33 UK sites. In more than 40 years in corporate real estate, construction and FM in the defence industry, he directed the transformation of Portsmouth Naval Base for the arrival of the Royal Navy’s new aircraft carriers.
Host
Andrew Mawson
Founder and Managing Director, AWA
Andrew is one of the leading thinkers on how organisations design workplaces and ways of working that support their strategy. He has spent more than 30 years working with leadership teams and has helped hundreds of organisations.
More speakers will be announced shortly.
What will happen on 12 November
The morning is a discussion around one boardroom table, hosted by Andrew Mawson. You’ll have the chance to put in your own view and experience from the start.
01
What your office is for
We start by asking what your office is there to do for your organisation, and which services look after the people who use it: reception, catering, cleaning, security and the rest.
02
One experience, many suppliers
Most organisations measure each supplier on its own contract. We’ll look at how to give them measures they share, so reception, catering and cleaning are all working towards the same goal.
03
How to measure it
Andrew and Chris share ways to measure what each service delivers: KPIs, staff surveys, feedback from people on the ground, and where AI can help. Catering is the worked example: cost per portion, nutrition, queue times, waste, and how many people it brings into the office.
04
One contract or many
Is one outsourced contract for everything still the right model, or do separate contracts work better? Everyone at the table compares what has worked in their own organisation.
Coffee from 9:00am. We finish over lunch at 1:00pm.
The venue
PwC is hosting the summit at 7 More London Riverside, its London office on the south bank of the Thames between London Bridge and Tower Bridge.
The room: one long boardroom table.
- Address
- PwC, 7 More London Riverside, London SE1 2RT
- Nearest station
- London Bridge (Jubilee and Northern lines, National Rail), about 5 minutes’ walk
- Also close
- Tower Hill (District and Circle lines), about 15 minutes’ walk across Tower Bridge
- The room
- Everyone sits together at one long boardroom table.
Who should attend
Heads of workplace and facilities, who manage outsourced suppliers and answer for the service people get
Corporate real estate leaders, who need to show what the estate contributes to the business
Procurement and contract leads for workplace services, who weigh the cost of a service against its quality
Workplace experience leads, who hear first when a service lets people down
Anyone about to retender a facilities contract or change how services are delivered.
Seats go to AWA Institute members first, then to workplace, FM and real estate leaders from other organisations. The Institute is a forum for organisations that run workplaces, so we don’t offer seats to suppliers.
Request a seatRequest a seat for Thursday 12 November
In person at PwC, 7 More London Riverside. 9:00am to 1:00pm.
AWA Institute members: your seat is part of your membership. Choose “I’m an Institute member” and Amy Thornbury will confirm your place by email.
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About AWA
Advanced Workplace Associates is an independent research and consulting firm. For more than 30 years we have studied how people work best and helped organisations shape their workplaces, policies and ways of working around what we find.
This summit is part of the AWA Institute, AWA’s forum for senior workplace, HR and real estate leaders.
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