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This paper promotes an overview of facilities management (FM) and the impact of information technology (IT). It opens with a definition of FM automation and a brief history of the generations of development. This is followed by key demand impacts which have both enabled and stimulated the growth of FM automation during the past and into the future. Specific attention is then given to the tactical and strategic impacts of the technology affecting the organisation within the emerging and complex business environment. Some examples are cited together with the effects of discontinuous change and the resistance to such change. Finally, a brief look at the impact of system selection is also included to assist FM organisations in their determination of automation needs within the paradigms of change, complexity and dependence.

Technical solutions can be important when key communicators take on the task of making sense of social media flows during crises. However, to provide situation awareness during high-stress assignments, usability problems must be identified and corrected. In usability studies, where researchers investigate the user-friendliness of a product, several types of data gathering methods can be combined. Methods may include subjective (surveys and observations) and psychophysiological (e.g. skin conductance and eye tracking) data collection. This chapter mainly focuses on how the latter type can provide detailed clues about user-friendliness. Results from two studies are summarised. The tool tested is intended to help communicators and journalists with monitoring and handling social media content during times of crises.

The purpose of this paper is to define facilities management and innovation in generic business contexts and critically discuss the role of innovation in facilities management service delivery.

The research adopts a comprehensive literature review from numerous published sources. All related references were discovered through electronic databases, journals and books.

FM is capable of contributing towards organisational success if it is given the opportunity to exploit new ideas and perform innovative activities that are regularly measured and integrated within the overall business goals or an organisation. To achieve this, it is essential that innovation in FM is given appropriate empowerment and a platform within the boundaries of the organisation's total innovation agenda.

There are limited literature materials which focused on service innovation particularly in the context of facilities management and its service delivery. Some discussions that are related to multiple contract management are only mentioned but not extensively reviewed in accordance with the scope of the research. One of the constraints is due to the nature of services that are non‐tangible and hard to perceive.

The study provides in‐depth knowledge on the importance and benefits to an organisation by embracing innovation in facilities management as well as in the delivery of FM services. By tying innovation in FM with the firm's overall innovation agenda, significant improvements are gained through total efficiency in business operations.

The paper provides fresh literature updates on the needs of FM players to embrace innovative ideas and concepts to effectively deliver facility‐related services. The findings indicated here can be used by relevant FM stakeholders to plan and re‐evaluate the role of facilities management functions in their organisations.

Against the background of earlier publications on the future of facilities management (FM) and acknowledging digitalization and sustainability as two major shaping forces, the purpose of this paper is to place contributions to the special issue in the perspective of current opportunities for FM research.

After a review of publications since the 1980s, dealing with the future of FM, there is an analysis of how the forces of digitalization and sustainability have emerged over five decades. The articles of this special issue are introduced against this background. Opportunities for future FM research are identified, and the relation between research, education and practice is discussed.

Megatrends outlined in the 1980s still shape how FM develops. Digitalization supports sustainability not only through workplace change and building design but also through performance measurement, certification schemes and an awareness of the wider urban context.

Opportunities for FM research are created by digitalization and concerns with sustainability, combining environmental and social aspects. Relations between organizations studied in an FM context are important. Within organizations, employee issues and risk management are emphasized.

Policies and schemes for sustainable buildings should be linked to sustainable FM more clearly. The relation between research, education and practice needs to be consolidated as a basis for research and development, as illustrated by a number of studies belonging to this special issue. To reach the goals of sustainable development, we need to develop the knowledge and theoretical frameworks that can be applied to and used by practice. The recent ISO FM definition appears as narrow and should be extended to recognize facilities’ life-cycle issues as well as broader urban and social concerns.

This paper highlights the importance of basing FM research on an understanding of the fundamental forces that shape change.

The purpose of this research is a comparative analysis of computer‐aided facilties management (CAFM) implementation projects and procedures in the German‐speaking countries in order to derive appropriate implementation models. Since the 1990s CAFM has provided efficient information technology (IT) tools for mapping, evaluation and control of facility management (FM) structures and processes. Despite the multitude of vendors and users in different branches, there is still a lack of transparent and systematic case studies regarding successful CAFM implementations and uncertainty about the market situation.

In the survey a systematic approach (structured interviews) was used allowing a comparison between cases in different application fields. Because of the geographical location of the project partners, the entire German speaking area could be covered and thus the results of the analysis reflect the state of the art of CAFM implementation and use in the German‐speaking area. Besides the case study the general market situation was investigated by interviewing relevant market players like associations, end‐users, consultants, implementation partners and vendors.

This paper provides a comparative analysis of the CAFM sectors in Germany, Austria and Switzerland. It presents current trends, technologies, obstacles, challenges, and provides recommendations for a successful CAFM implementation. A systematic analysis of successful projects turned out to provide valuable assistance to both users and software developers resulting in an implementation model.

Although in use for more than 15 years, CAFM still is a relatively new and challenging technological approach and thus by far not all projects can be considered a success. The survey comprises about 20 cases both from the private and public sector. It does not cover all application fields but the relevant sectors and market leading software implementations are considered. In this way, the survey is able to show typical strengths and weaknesses of current CAFM projects.

The findings of the current survey provides valuable guidelines and assistance to FM organizations that start to implement CAFM or need to improve the performance and outcome of their existing projects. Potential users are encouraged to implement their projects in a systematic manner by following the recommendations derived from the survey.

There has been no previous systematic research on IT implementation processes in FM.

The purpose of this paper is to assess the role of computer‐aided facilities management (CAFM) in the delivery of knowledge management solutions. It aims to highlight the increasing problem of “attention” as a limited resource amongst facilities stakeholders. The paper attempts to describe the findings of a study to establish the types of CAFM functionality sought by facilities management practitioners.

The study involved a structured questionnaire study of 110 respondents in Scotland (from 395 administered questionnaires) using a stratified sample. The objective was to obtain a profile of early‐adopters and to identify barriers to further adoption.

The findings indicate that the use of information technology in the form of CAFM is more likely amongst dedicated FM service providers than organisations with in‐house FM delivery and that medium‐sized enterprises (between 51 and 250 employees) are least likely to be using CAFM. A limiting factor in continued adoption appears to be the diminishing returns resulting from information overload. “Attention” appears to be the limiting resource in an increasingly complex and information hungry environment.

The findings are based on a national survey in Scotland and may have limited reproducibility outside of the UK. Nevertheless the general findings are relevant to the international context.

This paper provides an indicative analysis of current trends in the computer‐aided facilities management (CAFM) arena. It identifies an increasing need to capture “tacit” as well as “explicit” knowledge in such systems.

This work develops the idea of the “attention economy” in the context of facilities management, highlighting the current impasse for information systems aspiring to become knowledge management systems.

Cost and schedule overruns are rife in dam projects. Normative evidence espouses overruns as though they are inimical to development and prosperity aspirations of stakeholders. This study examines the causal relationship between project financing and overruns.

Causative data were extracted from completion reports of 28 major dam projects in Africa. Each of the projects was financed jointly by up to 10 international development lenders. Relationships between causes of overruns and project outcomes were analysed.

Analyses elicit indicators of remarkable correlations between finance procedures and project outcomes. Lenders’ disposition to risk attenuation was the main debacles to project success. Interests had mounted, whilst release of fund was erratic and ill-timed. Finance objectives and mechanisms were grossly inadequate for projects’ intense bifurcations. Projects had slowed or stalled because lenders’ risks attenuation processes were purposed to favour lenders’ objectives, and not projects’ interests. In addition, findings also show project owners’ own funds and the number of lenders to a single project correlate with overruns.

Findings imply commercial complexities around major projects. They also show transactions are shaped by subtle (mis)trust behaviours in project finance procedures. Thus, scholarly solutions to project performance issues should consider behavioural issues of stakeholding parties more broadly, beyond contractors and project owners. Project finance ecosystems are vulnerable to major actors’ self-interests, opportunism and predatory conducts. Borrowers would manage this by developing and improving their capacity to build resilience and trust. Evidence shows intense borrower nations in Africa have limited capacity and acuity for these.

This study contextualises megaprojects in complexity rather than cost. Its additionality is in how finance steers absolute control of project environment away from project owners and how finance administration triggers risks and overrun.

The normative literature suggests that there are more than seventy decision factors that contractors must consider if they intend to success in their bid and projects. In addition, such factors have been grouped in relation to project characteristics, client attributes, contractors' business administration and external factors. The extant literature suggests that the relationships between many of the bid decision factors are orthogonal and may not explain how bid-decisions shape project outcomes.

This knowledge gap has stagnated research in this area. Building on findings of recent studies, this study unbundles bid decision themes by analysing key factors amongst contractors' administrative characteristics. In addition, the study determines intrinsic predictive correlation between the sub-themes. A total of 17 variables were listed in a structured questionnaire survey and presented to participants recruited through purposive snowballing. In total, 50 responses were received and formed the basis of descriptive and inferential statistical analyses.

The study found that the 17 factors are significant in bid decisions and consequently in bid successes. However, the explanatory variables attached to the themes are most efficient if categorised into six sub-themes. These are contractor's administration depth, strategic direction, commercial intention and own market advantage, resources, experience as well as openness to technology imposed by new projects. Furthermore, four theoretical positions are significant. Contractors bid for projects strategically; they are less reliant on their resource capabilities in bid decisions; every bid decision aligns with a risk strategy, and financial stability enables them to establish appropriate risk mitigation arrangements that could ensure project success.

These findings provide some support for the conceptual premise that bid decisions need to be rational, considered and strategically contribute to project outcomes.

Public-private partnership (PPP) highway projects in India are undertaken at both state and national levels, such that differences exist in how the procuring authorities manage project risk during the development and construction phase under different institutional frameworks. This study assesses the performance implication of the different administrative positionings of the procuring authority.

A data set of 516 PPP highway projects implemented in India formed the basis of this study. Means comparison, ordinary least squares (OLS) regression and seemingly unrelated regression were used to assess the impact of procuring authority on schedule performance.

The findings suggest that the state and the national highway projects were no different in achieving financial closure. However, the administrative positioning of the procuring authorities had a significant impact on other schedule performance variables. The construction of the state highway projects started quickly after the financial closure compared to the national highway projects. Moreover, the state highway projects were not only planned to be implemented at a faster rate but they were actually implemented at a faster rate and had a lower time overrun.

Procuring authorities under the state governments, being closer to the project, are better placed to manage project risk than those under the national government.

The administrative distance of the procuring authority from the PPP project and its implication on performance has never been studied.

The present study aims to develop a risk-supported case-based reasoning (RS-CBR) approach for water-related projects by incorporating various uncertainties and risks in the revision step.

The cases were extracted by studying 68 water-related projects. This research employs earned value management (EVM) factors to consider time and cost features and economic, natural, technical, and project risks to account for uncertainties and supervised learning models to estimate cost overrun. Time-series algorithms were also used to predict construction cost indexes (CCI) and model improvements in future forecasts. Outliers were deleted by the pre-processing process. Next, datasets were split into testing and training sets, and algorithms were implemented. The accuracy of different models was measured with the mean absolute percentage error (MAPE) and the normalized root mean square error (NRSME) criteria.

The findings show an improvement in the accuracy of predictions using datasets that consider uncertainties, and ensemble algorithms such as Random Forest and AdaBoost had higher accuracy. Also, among the single algorithms, the support vector regressor (SVR) with the sigmoid kernel outperformed the others.

This research is the first attempt to develop a case-based reasoning model based on various risks and uncertainties. The developed model has provided an approving overlap with machine learning models to predict cost overruns. The model has been implemented in collected water-related projects and results have been reported.