A Cushman & Wakefield Presentation
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Executive Summary
01
Our approach & vision
03
Our Experience
04
Our experienced team
02
Why Cushman & Wakefield?
07
Reporting & Performance Delivery
05
Fee Proposal
06
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"Knowledge, experience
and understanding
sets us apart"
Our experienced Team
Our Approach & Vision
Our experience
Reporting & performance Delivery
Executive Summary Introduction
The opportunity to extend our partnership with Parabola is the natural next step. Through the strength of our relationship with you, we will take personal pride and ownership in every aspect of our service delivery, both during the mobilisation and marketing phases and long after the Park is fully occupied. Our knowledge of your culture, structure and business objectives gives us a clear understanding of your drivers for 1 New Park Square.
"
John Forrester
Global President, Cushman & Wakefield
Parabola are patient investors, committed to creating positive commercial and social impact by empowering design of vibrant and exciting places that mould business with culture. You are not only focused on positive outcomes for your customer occupiers, but the wider community. Your continued, long term success provides a bedrock to important philanthropic objectives.
Edinburgh Park is an ambitious new community and architectural exemplar designed around the happiness and success of its people. A new gateway for Edinburgh.
In order to maximise leasing performance, we can help you to differentiate 1 New Park Square in the marketplace, putting particular emphasis on customer experience, sustainability and wellness, underpinned by the latest Smart technology.
The pandemic has accelerated the development of Smart building technology which will drive improved outcomes for sustainability, connectivity and building efficiency. This tech can deliver greater autonomy and awareness for occupiers including indoor air quality, comfort levels and engagement through apps. We will provide support to quantify the impact tech investments will have on your assets and ensure value for money. As an agnostic technology provider, we will review your objectives, asset level requirements, reporting the desired level of occupier engagement and refresh the market review of providers of both apps and Smart building technologies and update our recommendations for implementation.
Smart Tech & Innovation
Our assembled management team, through our specialist knowledge of mobilising new developments and our ability to deliver a truly market leading customer service experience, together with our track record of managing similar schemes across Europe means that we are the natural choice for Parabola. Drawing an analogy with the Arts, Edinburgh Park might be likened to the delivery of a theatrical production. Parabola, are the playwrights and producers of the play and have built a theatre to house their cutting edge production. However, without actors and an audience, there is a period of anticipation before the Final Call. Cushman & Wakefield will recruit the leading cast, the customer facing on-site team, and through extensive rehearsals when the curtain rises, the audience, your customer occupiers will be treated to a delightful and memorable experience. “Anyone can do theatre. Even actors. And theatre can be done everywhere. Even in a theatre.” Augusto Boal We will personally ensure that this prestigious instruction is given all the support it requires for us to deliver on our promises. We look forward to strengthening our relationship with you.
Customer Experience & Occupier Insight
Sustainability
Wellbeing
Our Enlivenment and Activation plans will ensure memorable experiences at every touchpoint, improving your customers wellbeing. We will engage with your occupier community to develop lasting relationships and deliver lifestyle and wellbeing activities that they value which will connect people to the building, the Park and activate the space for the benefit of the wider Edinburgh Park community.
Parabola are unique in Edinburgh in their approach to long term, sustainable and cultural investment and we recognise Parabola’s desire to extract the greatest possible commercial and social return on investment with this scheme whilst limiting its environmental impact. We share your view that property should be sustainable. Net zero carbon is at the heart of this transition and we are fully committed to reducing our own environmental impact through our Climate Control programme which embraces our own operations and the services we provide to our clients. Our market leading team of experts will help you meet the challenge of embracing a low carbon economy, ensuring your assets provide the space and the performance to enhance human health and well-being. Our team are highly experienced in delivering sustainable assets, including the first 2020 WELL certification and can fully support you in achieving your goals whether that’s BREEAM-In-Use, WELL Health & Safety or ISO 14001. We are particularly excited at the prospect of working with Edinburgh Park to deliver Social Value back to the local community and we will partner with you to deliver a Social Value Charter and a structured approach to Community Engagement Plans.
We believe in innovation and the importance of thinking from the perspective of the customer. Helping you to deliver exceptional customer experience will attract businesses, and ensure satisfied occupiers stay long term, increasing your assets reputation and value. A service-oriented proposition will make working and interacting with 1 New Park Square and the wider Edinburgh Park effortless and memorable. We will bring our knowledge from the wider Cushman & Wakefield business, and provide you with the best market intelligence, insight and experience in order to maximise the value and success of Edinburgh Park. Cushman & Wakefield are one of the world’s leading acquisition agents and we will utilise our space acquisition benchmarking tools to provide you with a structured and detailed analysis of the building against its competitors, from an occupier’s perspective identifying opportunities for improvement to maximise competitive advantage. We are at the forefront of occupiers changing requirements post-pandemic and will advise on the right solutions to support their requirements. We will provide data driven analysis utilising our Experience per SF tool which holds 3 million data points. We will deliver clear and concise advice on the management regime, which will instil confidence in your prospective customers.
Nick Ridley
James Thomson
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"An expert team
that shares your values"
Our eXPERIENCED Team
Our experienced national team
For Parabola I will take full responsibility for all activities on the account, including support and leadership to all staff, and will be your primary point of escalation for all Cushman & Wakefield property management interactions. As Head of Asset Services UK, I sit on the Asset Services EMEA Business Board, specialising in office and commercial mixed use schemes. I see Edinburgh Park as one of the most exciting opportunities in Europe and as such, you will benefit from the latest thinking across EMEA. I will bring to you our experience from our world-class schemes across EMEA to provide you with insight on the latest thinking, ensure best practice, and partner with you to make Edinburgh Park a success.
Head of Asset Services UK Account Lead
Head of UK Asset Services
Diane Kerr
Account Director
Michelle Gloder
Head of CX
Estate Manager
Technical & Facilities Management
Marketing & Enlivenment
Finance Mangement
Claire Peebles
Gary Piercy
James Woodhead
Chris Little
Support Teams
Gwen Youlden
Additional Services (Insight, Workplace Strategy, FlexLeasing, Research)
20+
Years of experience
We believe a centrally led service is essential in delivering success. I will be your Account Manager, delivering day-to-day co-ordination & communication to ensure you continually receive a Best-in-Class service from our team. I will monitor asset performance, compliance of management systems, quality assurance, timeliness of reporting, and ensure your team is equipped with regular market research. My extensive and varied experience in commercial property management for a wide range of assets including office, retail, leisure and food & beverage means this knowledge will add value and contribute to the success of Edinburgh Park.
Partner Account Manager & Single Point of Contact
25+
I will be your strategic partner for Customer Experience. I will build and embed a market leading client and customer experience that delivers growth and sustainable success for Edinburgh Park. I will work with Parabola and the operational delivery teams to ensure that customer centricity is at the heart of the service provided and delivered at every touch point to contribute to the success of Edinburgh Park. My 25 years’ experience in the retail, services and telecoms sectors, brings new perspectives on value creation, engagement and innovation across the end-to-end experience for everyone who interacts with the buildings we manage. I have successfully delivered large multi-channel customer experience programmes and brand, culture, operational and technology transformation for retailers such as Dixon’s Carphone, Team Knowhow services and Best Buy Europe, significantly increasing customer satisfaction, loyalty and profitability. My skills and experience will ensure Edinburgh Park truly delivers a new community centred around the happiness and success of its people.
Partner Customer Experience Lead
I will strategically support and link the site-based team and enlivenment programme with the wider marketing strategy. My role is to create successful destinations through high impact marketing and placemaking with a customer focus- creating places that people want to visit, shop, eat, work or live. The role works to drive destination and brand value, customer loyalty and spend. I am well versed in delivering initiatives for a vast variety of locations, from prime London office and retail campuses to regional city centres and major shopping and leisure destinations, all holding relevance to Edinburgh Park. Most recently my experience leading British Land’s customer marketing for their Central London mixed use neighbourhoods meant that I worked with leasing, development and management colleagues to deliver a customer centric strategy and messaging. My extensive delivery of award-winning placemaking and enlivenment allows me to ensure that Edinburgh Park is a vibrant and desirable destination that is established as a valuable cultural addition to the wider Edinburgh landscape.
Head of Destination Marketing Marketing and Enlivenment Lead
10+
I will be Parabola’s strategic partner for ensuring Environmental, Social & Governance (ESG) ambitions are embedded throughout the operation of Edinburgh Park, focusing on innovation and impact. I will bring my experience in developing and managing sustainability strategies for large institutional investors including Aviva Investors and DTZ Investors, as well as corporate occupiers, delivering best practice at a corporate level through to site level. My dedication to deliver real estate that is net positive for customers, the environment and its communities will ensure Edinburgh Park is market leading, highly efficient and meets your low carbon targets.
Head of Sustainability, Asset Services EMEA ESG Lead
6+
Associate | Client Finance Manager Client Finance Lead
For Parabola I will be responsible for the whole process of property finance – costs, income, invoicing, payments, credit control, budgeting and reporting and reports consolidation. Our finance support system consists of various supporting roles in the administrative departments that handle the proper processing of procurement invoices, timely payment, setting up of service charges reconciliations or handling outstanding debts with tenants. I bring extensive and varied experience for a variety of clients, including pension funds, charities, RMCs, Investors, Receivers and Trusts, for a variety of projects including day-to-day finance management, service charge improvement exercises, portfolio mobilisations as well as restructuring our client finance function to deliver operational excellence for our clients. My unrivalled experience means that you will have total assurance that your money is in safe and secure hands.
For Edinburgh Park I will oversee the strategic operations, line managing the Community Manager, with supervision over H&S compliance, procurement and service partner delivery in accordance with our embedded KPIs and SLAs. My wide experience in leading the FM for retail parks and multi let offices, including Aberdeen Business Park as well leading Environmental Management and Sustainability plans across the region places me perfectly to ensure the success of Edinburgh Park. I have pivoted our facilities management service line delivery to focus on customer occupier experience and operational excellence, improving retention rates, client service, mitigating risk which together ultimately secure income. My expertise and can-do attitude will ensure we deliver on our promise to provide a proactive, engaged and diligent property management service for Edinburgh Park.
Regional Facilities Manager, Scotland Facilities Management Lead
I will support Diane in the day to day property management of Edinburgh Park, working with the site management team and co-ordinating occupier liaison, lease management, operational, compliance, finance and other specialist functions to ensure your investment objectives are met. I bring over 10 years’ experience in the service delivery of mixed-use commercial property assets on both national and regional portfolios and hold key service charge experience across both public and private sector client assets. Most recently, I was the single point of contact for client and occupier’s day to day management requirements and service charge management for Fort Kinnaird Trade Park & Drive Through Restaurants, part of Scotland's largest retail park. My hands on management approach for Edinburgh Park will focus on the customer occupier experience and maintaining relationships to improve retention rates and security of income for Parabola.
Property Manager
Data & Technology
Joe White
Data & Technology Lead
12+
Insight Team
Bringing you future thinking, occupier insight, market and sector trends.
John Forrester EMEA Occupier & Investors Richard Howard Placemaking Charles Dady Business Park Leasing Patrick Scanlon UK Office Insight Nicola Gillen Workplace Richard Pickering Future Strategies Emma Swinnerton Flexible Workspace David Davidson Capital Markets Richard Candey Hotel Operator Advice Richard Turner BTR & Residential Advice
I will lead the technology workstream of the solutions design phase, to design an ecosystem of appropriate tools and packages to support outstanding customer experience. As a member of C&W's global client and business solutions team, I am responsible for the oversight of technology solutions and client care across C&W’s most strategic clients. My exposure and experience with a multitude of operating models, as well as my specialism Property Management gives me the right tools to advise Parabola on the appropriate technology platforms that truly deliver service excellence aligned with your culture and business needs.
Leasing Advisor
'As your trusted Leasing Advisor for Edinburgh Park, I will work closely with the team to ensure that our strategies and service delivery exceed the expectations of both you and your future occupiers, and make the best of Edinburgh Park’s considerable assets. My expertise providing advice to landlords, investors and occupiers in the office and business space sectors, particularly in Scotland, will complement our national insight and expertise to ensure the success of Edinburgh Park.
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ONSITE STAFF
Community Manager
Guest Services Manager
Customer Service Executive
Technical Services Manager
Events and Cultural Programme Coordinator
Events and Culture Assistant
Apprentice role to align with the opening of Mach 1.
Inspires passion for community experience. Leads the local delivery team. Role will evolve into a Community Director role as the development progresses.
Ensuring a consistently great experience , leading the front of house reception team to excellence, delivering concierge service in the lobby at peak hours and managing critical first and lasting impressions. Supports the Events and Cultural Programme Co-ordinator, championing occupier engagement and connecting the community.
Welcomes guests and provides reassurance on personal safety and security.
Ensures cost-effective and reliable operation of technical equipment. Manages supply chain delivery.
Responsible for enlivenment of Edinburgh Park including buildings, public realm and Mach 1. Based at Mach 1 once open.
Located at Mach 1, welcoming visitors and supporting the event and culture programme for the estate. Expert on all aspects of the park and local area.
Delivering your aspirations requires a passionate, expert, customer focused team. The key roles below will be essential in supporting the delivery of our shared aspirations for Edinburgh Park. We would anticipate recruiting these roles on a phased basis over years 1 to 3 in line with the outcome of our proven 3D methodology of Define, Design, Deliver.
"A community designed
around the happiness
and success of its people"
Alex
Potential Occupier
Rich
Pre-Existing Edinburgh Park Occupier
Claire
Edinburgh Park Team Member
Seb
Edinburgh University Student
Alex has been in talks with the C&W office agency team for a few weeks on potential office space for her growing business. Edinburgh Park was mentioned on a call as setting a new standard for Edinburgh office space, which is sounds like the type of place her business should consider. Alex received a follow up personalised video showcasing the vision for the park and focussing on some topics that are really important for the business. (Wellness / Sustainable / Smart / Flexible). The video really brought the park to life and also introduced the Parabola team, their experience, aspirations and long term commitment to Edinburgh Park. The personal and approachable touch was appreciated and has meant that she's interested to hear more. Alex arranged a date to visit the site to see the location first hand.
Rich moved with his company Diageo to Edinburgh Park in 2019 from their previous nearby Lochside Way location. Although only 20minutes out of the City Centre, Rich always missed being in the City centre with the variety of food options, bars and buzzing atmosphere. Lunch times were usually spent at the desk or popping into the Gyle centre.
Claire joined Edinburgh Park in 2022, coming from a role in festival production with Creative Scotland. She was drawn by the unique job advert seeking local people with a love of art, culture, food and the environment. The role has been to curate and execute an events and cultural calendar like no other, making use of the facilities Edinburgh Park has to offer whilst also developing creative meanwhile use ideas as the development pipeline progresses. The role feeds into the C&W Centre of Excellence who oversee the 3 year marketing plan for Edinburgh Park. The strategy focuses on driving positive awareness, visibility and enlivenment of the park in order to drive occupier and visitor satisfaction, footfall and sales.
Seb is a second year psychology student at Edinburgh University, moving to the UK specifically for studies. Seb was attracted to Edinburgh because of its rich history and culture.
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Meet the characters
final illstrations needed
Edinburgh Park - Customer experiences
Emma
University of Edinburgh Student
Alex has been in talks with the C&W office agency team for a few weeks on potential office space for her growing business. Edinburgh Park was mentioned on a call as setting a new standard for Edinburgh office space, it sounds like a place her business should consider. Alex received a follow up personalised video showcasing the vision for the park and focusing on some topics that are really important for her business; wellness, sustainability, smart spaces and flexibility. The video really brought the park to life and also introduced the Parabola team, their experience, aspirations and long term commitment to Edinburgh Park. The personal and approachable touch was appreciated and she's interested to hear more. Alex arranged a date to visit the site to see the location first hand.
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Emma joined Edinburgh Park in 2022, coming from a role in festival production with Creative Scotland. She was drawn by the unique job advert seeking local people with a love of art, culture, food and the environment. The role has been to curate and execute an events and cultural calendar like no other, making use of the facilities Edinburgh Park has to offer whilst also developing creative 'meanwhile use' ideas as the development pipeline progresses. The role feeds into the C&W customer experience team who oversee the 3 year marketing plan for Edinburgh Park. The strategy focuses on driving positive awareness, visibility and enlivenment of the park in order to drive occupier and visitor satisfaction, footfall and sales.
Rich joined Diageo as a new employee at their new Edinburgh Park office in 2019. Although only 20 minutes out of the City Centre, Rich always missed being in the City centre with the variety of food options, bars and buzzing atmosphere. Lunch times were usually spent at the desk or popping into the Gyle Centre.
Seb is a second year psychology student at University of Edinburgh, moving to the UK specifically for studies. Seb was attracted to Edinburgh because of its rich history and culture.
March 2022
Potential Occupier Customer
July - 2023
May - 2024
Sep - 2023
Delivering your ambition
Deliberate Customer Journey Toolkits
Appoint Team
Implement Tech
Occupier journey
Manage Fit-Out
Move In Journey
Day to Day Service
Occupier Listening
Quality Control & Compliance
Rent Review
Service Contract (Procurement)
Service Charge Budget
Community Activation Plan
Leasing Journey
Defects & Warranty Management
Occupier Management
Events
Service Charge Budget & Reconciliation
Building Works
MOBILISE
MANAGE
ENJOY
DEFINE
Confirm vision, requirements & scope
DESIGN
Curate differentiated experience
DELIVER
Execute the Edinburgh Park experience
Drawing on our proven 3D methodology, we will deliver the perfect solution to meet your goals.
Social & Environmental Charter
Technology Plan & Selection
Customer Experience Blueprint
People Plan
Service Charge Budgets
3 months
Design Influences
Solution Requirements
End State Vision
Service Levels
AGREED SCOPE
6+ months
CONTINUOUS IMPROVEMENT
DELIVER 6+ months
DESIGN 3 months
DEFINE 3 months
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Establishing the best managed Estate in the UK Designed around the happiness and success of its people
In partnership with you, we will secure the success of your assets by differentiating Edinburgh Park as a place where employees are proud to work, customers compete to occupy and visitors aspire to be.
Our approach to securing your success
Expert property management throughout the occupier lifecycle to protect and grow your assets
Exceptional customer experiences enveloping your brand, environmental and social goals to attract and retain occupiers and visitors
Engaged, super-helpful people with your values and hospitality service in their DNA
Enabled by innovative solutions to support engagement, customer feedback, building management and continuous improvement
A DIFFERENTIATED CUSTOMER EXPERIENCE
Hospitality service that reflects your brand, estate and community will enhance your reputation and engender loyalty. Occupiers and visitors will recognise your ethos and values at every touch point and interaction from pre-let to renewal. Customer-led design drives attraction, increased spend and retention.
STRATEGIC VALUE
PERSONALISATION
CUSTOMER EXPERIENCE DESIGN
ENGAGEMENT PROGRAMME
ENLIVENMENT & ACTIVATION
VOICE OF THE CUSTOMER
Driving occupier satisfaction and employee engagement opens doors to customer retention, enhanced rent levels and commercial opportunities.
People are diverse and value different things. We create a comprehensive portfolio of personas and missions reflecting the diversity of Edinburgh Park to develop solutions that meet the needs of all.
Knowing your customers, enables us to develop personalised Customer Relationship Management (CRM) programmes to build relationships that deliver tangible value.
We engage with your community to build relationships and deliver the lifestyle and wellbeing activities that they value, delivering memorable experiences at every touchpoint.
It’s perception that counts and if we don’t measure it, we can’t manage it! We capture feedback across the experience and continuously improve by listening and acting.
A bespoke Edinburgh Park blueprint built around your target customers, brand and values, evolving to remain relevant. Deliberate customer journey design shapes operations and enlivenment activity for brilliant service, emotional impact and differentiation at every digital and human interaction.
Designed and curated for consistency
Knowing your customers, enables us to develop personalised CRM programmes to build relationships that deliver tangible value.
A bespoke Edinburgh Park blueprint built around your target customers, brand and values, evolving to remain relevant. Deliberate Customer Journey design shapes operations and enlivenment activity for brilliant service, emotional impact and differentiation at every digital and human interaction.
PERSONALISED
Vibrant
ENGAGING
EASY
HELPFUL
Tailored to things occupiers value
Flexible and accommodating for every employee and visitor
Bustling, active environment to excite and inspire
Stimulating, informative and two-way to build relationships
We’re your ambassadors. Enabled and empowered to deliver the best service at every interaction
Expert hospitality service enabled by tech. Frictionless interaction with the building and community
Strategy & Brand
Best Practice Experience Principles
Occupier Insight
Social and Environmental Goals
Social and shareholder value Quality of life Trust, Transparency, Integrity
Edinburgh Park
We will create the toolkit for a deliberate customer journey based on your strategy, customer needs and superb amenities. This will define the framework for the physical, emotional and sensory experience to be delivered and assured at every touch point. The framework will lead our operating models, systems and processes.
DELIVERED BY ENGAGED PEOPLE
An employee experience that inspires exceptional service. Our expert team are super-helpful, like-minded, proud to live your values and be part of the community. Hospitality service is in their DNA, they’re one team. They're your ambassadors.
The RIGHT PEOPLE
THE EDINBURGH PARK WAY
ENABLED TO SERVE
We hire people who fit your brand, appreciate the culture of Edinburgh Park and have the personality and passion to deliver their best every day.
Instantly recognisable and known across the Park, the team consistently deliver exceptional service.
Tech helps them to deliver, engage with occupiers and reduces admin. The selected building and engagement app will support community relationships and building management.
BUILDING RELATIONSHIPS
Our personalised CRM programme will support ongoing communication between our team and your occupiers, building connections across stakeholders. Feedback is valued and always drives action.
Our approach to occupier communication
A GREAT PLACE TO WORK
Our approach to occupier communication:
Edinburgh Park Occupier App enabling day to day messaging between building team and occupiers at all levels. Active communication of news, events, offers and loyalty programme.
Survey feedback around key events, campaigns or activity
Quarterly building meetings led by the Community Director and supported by the building team followed by social events to drive relationship building
Our Community Director maintaining monthly face to face meetings with occupier key contacts, documenting feedback in our reporting portal
Building relationships from day 1- a seamless transition from leasing to management with our customer experience team leading the initial welcomes and maintaining relationships with C-Suite staff
One local Edinburgh Park team, supported by the experience and expertise of Cushman and Wakefield. We’re part of the community - known, visible and available. We’re recognised, rewarded and proud to be the best.
"Emma was extremely helpful"
New Park Square, A New Cultural Quarter that is Always Alive
We will take inspiration globally to help us establish an inspiring, eclectic and inclusive programme of enlivenment that aligns with consumer trends, establishes a buzz around the Park and assists in building the neighbourhood community.
Attract existing Edinburgh Park occupiers to establish New Park Square and the Edinburgh Park community
Drive awareness of the Park, its facilities and enlivenment programme to the wider Edinburgh catchment, both local and visiting
Leverage brand and community partnerships wherever possible to drive awareness and credibility through the right associations
Create experience, innovation and positive impact in everything we do
Utilise our facilities to showcase their potential. Aiming to support sales for our retail occupiers or use and hire of conference facilities
Deliver cost neutral or revenue driving activity wherever possible to support the wider enlivenment plan
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Our Objectives
Deliver a vibrant 24/7 destination to inspire and excite the 1 New Park Square occupiers
1
How we will enliven Edinburgh Park
Programme of Events
Theming & Installations
Fitness & Wellbeing
Education & Workshops
Always On!
Outdoor cinemas, festival participation, wine & beer festivals, immersive theatre, ice rinks, food markets, designer maker markets (potential to convert activity to revenue driving)
Seasonal use of public realm
Live music nights, comedy clubs, supper clubs
Activity hosted within our facilities
Use of light and installations to emphasise the landscaping and create interest and visual stimulation. Changing with the seasons, using light to animate the space during evenings and tying in with events such as Spring, Pride, festivals, Eid, Christmas.
Alignment with key calendar dates
The use of temporary structures or hoarding for frequent exhibitions and artist collaborations. Installations for meanwhile use of space to leverage the opportunity of enlivenment at all corners of the Park.
Installation based campaigns
Run club, HIIT, yoga, pilates, meditation, padel league. The sheer volume and consistency of activity available will mean that occupiers can rely solely on our programmes for their fitness and wellbeing needs. Edinburgh Park occupiers have the opportunity to be the healthiest, happiest work community.
Establish a standard weekly class programme
Working with external experts to deliver training clubs based around occupiers interests or to work towards specific events or goals e.g. marathon club, triathlon, open water swim. Example Marathon Club Benefits: - Coaching from Nike’s lead running coach - Fully tailored training plan - Park run routes on demand through the app - Nutrition plans and recipes from our restaurants
Training Clubs
Thought leadership events, TED Talks, networking, careers fairs, skills training e.g. graphic design, presenting skills, visual design
Professional Events
Cookery workshops, arts, horticulture, sustainable living. We will also connect with stakeholders and the community on activity for example, working with local schools to educate them around our beehives and green spaces.
Personal Events
We will support the development of an audio art trail hosted in the park app. We will curate an ever evolving Mach 1 exhibition programme. We will drive usage and awareness of sports facilities. There will never be a space that isn't being enlivened.
Enhancing and promoting our permanent installations and facilities
Inspiration & potential partners
We will work closely with occupiers to handpick relevant and appropriate professional and personal events, offering all occupiers an opportunity for self-improvement and development whilst at Edinburgh Park.
DRIVING LOYALTY BY HEARING YOUR OCCUPIERS
We will introduce a systematic programme of listening to occupiers and visitors, monitoring their experience and analysing their feedback to identify new value opportunities and continuously improve the Edinburgh Park experience. Collectively, we will have a deep understanding of occupier needs and expectations and how buildings, amenities, touchpoints, services and employees are performing.
Leading Experience Management (XM) tools will enable performance tracking and analysis across touchpoints and interactions. We'll provide insight on: Relationships - periodic occupier and visitor surveys Transactions - amenity, service or event performance Journeys - such as occupier move in or visitor experience
Customer satisfaction & continuous improvement
SCORECARDS & DASHBOARDS
LISTENING GROUPS
MYSTERY VISITS
Interactive performance dashboards will enable analysis of the end to end experience and drive synergy across Edinburgh Park. We will benchmark performance across the park and deep dive journey touch points to drive strategic opportunities and closed loop local action, including fast recovery of negative experiences. Dashboard insight will be used locally in huddles and strategically in performance reviews.
We will introduce regular listening groups to gain additional feedback from occupiers, keep them fully informed and co-create new services with them based on their feedback.
Periodic mystery visits will enable us to audit, measure and improve the quality of our service and gather competitive intelligence from similar environments.
EDINBURGH PARK WILL BE AN ARCHITECTURAL EXEMPLAR, CREATING A NEW BLUEPRINT FOR SUSTAINABILITY AND WELLNESS ALIKE.
Our extensive experience in driving sustainability through data driven insight, active engagement and technology will ensure Edinburgh Park is globally recognised for its best practice delivery and operation.
Operational Sustainability Strategy Development
International Recognition & Certifications
Achieving Net-Zero Carbon
Occupier Visibility & Engagement
Leading Social Responsibility
Driving Performance through data
Cushman & Wakefield’s Climate Control Programme
Setting a new standard in environmental and social value
Design and development of an operational sustainability strategy is key to achieving a successful and cohesive ESG programme.
We will:
“We will leverage our global platform to pull exemplar case study of sustainability initiatives and innovations that can be translated and implemented at Edinburgh Park.” “Cushman & Wakefield with Parabola will create a Sustainability and Social Value Charter for Edinburgh Park to be upheld by Parabola, the commercial tenants, the supply chain and Cushman & Wakefield.”
Review the current environmental and social performance strategy to date.
Facilitate a discovery and visioning workshop to explore and confirm your ambition, objectives, KPIs, key initiatives and innovation
Define key responsibilities and accountability for reporting and implementation
Develop a blue print for Edinburgh Park's operational environmental and social impact
Create a roadmap to achieve agreed objectives and targets.
Active membership with Better Buildings Partnership (BBP) and the Green Building Council (GBC) ensures our approach to Net-Zero Carbon is current and best practice.
“
Report and track building energy and carbon performance against industry benchmark and Net Zero trajectories for energy intensity
To ensure we continue to build on your low carbon standards set during design and construction, we will:
Set targets and KPIs within the park’s supply chain (e.g. resource procurement and M&E KPIs)
Actively engage occupiers to raise and promote awareness
Implement Building Management / Smart Building Optimisation programme at 1 New Park Square, to ensure the asset is operating as intended by the architect.
Support monitoring of sustainable transport uptake, through transport surveys and feedback from occupiers.
Benchmark Edinburgh Park and 1 New Park Square against industry best practice and take on continuous feedback to ensure a market leading development that maintains its relevancy
“The dynamic nature of buildings and their tendency to divert from control strategy continually demonstrates the importance of ongoing building monitoring and the implementation of data-driven actions by onsite teams.”
Implementation of a Smart Buildings and energy optimisation programme that seeks to capture granular technical data on the building management system (BMS) and indoor environment can continuously identify energy saving opportunities across the asset.
Cushman & Wakefield will work with Parabola to present best in class industry platforms and technology to be implemented at 1 New Park Square and beyond to ensure the highest efficiencies and to meet low Carbon targets.
Occupier comfort and productivity
Benefits:
Reduced maintenance and operating costs
Optimised resource efficiency and energy intensity
Enhanced occupier engagement
International Recognition and Certification
As part of this engagement we would ensure that local and internationally recognised awards for sustainability would be pursued.
Our team includes ISO, BREEAM-in-use, and WELL certified consultants
Experienced in the maintenance of certification schemes, annual re-certifications and annual check ins to ensure relevant criteria continues to be upheld throughout operation
We recommend immediately investigating Edinburgh Park’s suitability for ISO14001 and WELL Portfolio ‘Estate Wide WELL’ certification
We recommend immediately investigating 1 New Park Square’s suitability for BREEAM-in-use or ISO 50001, as well as WELL Health & Safety (developed in response to COVID 19)
MEMBERSHIPS
BUILDING CERTIFICATIONS
AWARDS
We are members of all primary certification schemes, this includes being a keystone member of WELL. These memberships allow us to keep up to date on changes in certification & training and in circumstance can allow us to leverage reduced certification fees.
We will ensure environment and social impact is fundamental in occupier engagement and tenant management meetings. We will undertake routine workshops to listen and take onboard what the tenant's expectations are to support them meet their own goals in alignment with Parabolas.
As part of customer experience we will promote awareness of sustainability through:
An Edinburgh Park sustainability and social value charter
An occupier accessible platform providing visualisation of their environment (air quality etc) and resource use (energy, water & waste)
Tenant engagement meetings with site staff
Supply chain lead presentations to occupiers (i.e. local ecologist, waste management, local sustainable businesses)
Dedicated Sustainability Events (i.e. Earth Day, Sustainability Week)
Green Lease Activation
Promotion of how the site protects and enhance the local ecology i.e. the Otter Protection Plan, beehive installations
We have comprehensive experience in the drafting, preparing and actioning green lease clauses within property transactions. If approached collaboratively, green leases can be an effective tool to align both parties interests in ensuring their asset is sustainably managed. For large corporate occupiers with established ESG programmes and landlords, green leases can be ambitious and outline specific areas of collaboration i.e. BREEAM-in-use or commit both parties to work towards a Net Zero Carbon asset. We can provide green lease advisory support if required.
Enhancing local ecology
Our team can work with pre-existing ecologists on a project or on-going basis to maximise opportunities to connect, preserve and support nature and wildlife. The introduction of beehives, wildflower meadows and wetland can offer much needed safe habitats for birds, butterflies, amphibians and plant life whilst creating further opportunities for us to connect with the local occupiers and community through educational means.
Setting a Social Value Charter at Edinburgh Park
We will work with Parabola on establishing an ambitious, social value charter and community engagement plan. The outcome will be to actively demonstrate and understand how Edinburgh Park is positively impacting the local area, putting Edinburgh Park at the heart of its community, benefitting all involved.
The Social Value charter will be designed with Parabola where it will aim to cover to cover 3 key areas of the Economy, Social, and the Environment. It will communicate what it means to be working as part of the community at Edinburgh Park and it will provide a list in ways those tenants, the supply chain and us as C&W can document and report actions and activities that have clear outcomes that support the local economy, internal and external communities, & the environment.
Example headlines and outcomes of implementing and reporting against a social value charter:
The Social Value charter will be designed to cover 3 key areas of the Economy, Social, and the Environment, that will include specific focus on:
Identification of local causes, groups and partners focussing on community improvement, health & wellbeing and employability.
Education, employment and skills- nurturing local talent and helping create a diverse workforce through apprentices at management level through to the supply chain.
Engaging with the local supply chain on their environmental and social impact, to understand what they currently do or can do to contribute to the vision of Edinburgh Park.
£500,000 distributed across 30 local projects since launch
5,000 local people benefitted directly from projects supported by Edinburgh Park
85% of office occupiers said their physical, mental or emotional health has improved since being at Edinburgh Park
500 jobseekers have gained work or experience at Edinburgh Park
52,000 hours a year dedicated to the local community in 2022
We have put in place a unique combination of tools and training to allow our organisation, at every level, to successfully understand and deliver our clients’ ESG ambitions
Our commitment is to improve, amend and future proof our delivery structures to allow us to transition to net zero carbon
Our ESG and sustainability programme ‘Climate Control’ supports our operations and the services we provide
We are committed to minimising our own environmental footprint and that of our clients’ properties throughout the entire property lifecycle, to achieve a balance between environmental, technological, economic and social objectives.
Climate Control
Our extensive experience in delivering ESG services informs our Climate Control ambitions or our clients at a strategic level through to the deployment of environmental and social impact initiatives on the ground.
Four Pillars of Focus
Our Operations
Our Core Services
Our Sustainability Services
Improving the environmental performance of our business activities, through policies, procurement and employee engagement
Reducing the environmental footprint of our existing services through innovation in delivery i.e. property management
Expanding our sustainability offering through the provision of market leading ESG advisory services
Advocating for change within our industry through published research and thought leadership
THOUGHT LEADERSHIP
We have an ongoing project at The Printworks’ Manchester where the rooftop garden is home to over 100,000 bees and 20 species of fruit and vegetables as well as a beetle hotel, wildflower garden, vegetable patch and a hydroponics unit that support foraging for the bees. To date there has been three successful yields of honey which were sold to raise money for local charities. The project is run through a collaboration of the Centre Director, employees from the onsite cafe and local beekeepers and has enabled onsite staff to participate in training courses and further expand their knowledge
'Our extensive global experience and platform to drive sustainability through data driven insight, active engagement and technology will ensure Edinburgh Park is globally recognised for its best practice delivery and operation.'
Implementation of internationally recognised governance frameworks for energy and environmental management are important and useful tools in driving resource efficiency and in stakeholder engagement (occupiers and the supply chain). They also ensure that operational best practice processes are implemented and independently reviewed. Cushman & Wakefield will work with Parabola to review suitability of estate wide and asset level certification and management systems. Including (not limited to) BREEAM-in-use, WELL portfolio, WELL Health & Safety, and ISO 14001/50001.
Service Charge analysis and budgetary control is crucial for the financial and operational success of a scheme like Edinburgh Park.
Our approach to building maintenance, aligned to an intelligent approach to service charge spend year on year, will ensure that the Park and each building is maintained and continues to present at its best whilst seeking to limit large spikes in annual spend.
EMEA Wide Knowledge to Inform a Compelling Budget
Recognisable by distinctive uniforms, the team consistently deliver Hospitality Service. Deliberate Customer Journey Brilliant Basics are embedded with empowerment to exceed expectations.
Tech helps them to deliver, engage with occupiers and reduces admin. The selected Building and Engagement portal will support community relationships and building management.
Our personalised CRM programme will facilitate ongoing communication between our team and our occupiers, building connections across a variety of stakeholders within the businesses. We install a 360 degree culture of continuous improvement where we hear our customers and respond fast.
Our Approach
UK Wide Service Charge Benchmarking
A Prompt, Transparent and Value Add Process
Our Targets
Communication
Periodic variance checks
Approved Budget 2 months Prior to Service Charge Year
Timely Year End Reconciliations
Providing new budgets for client approval 2 months prior to the commencement of the service charge year. We will ensure an in-depth joint annual on-site session with Parabola in September of each service charge year (assuming December year end service charges) to agree the new service charge budgets. This collaborative on site meeting will ensure total alignment on your objectives and our structured approach will ensure timely communication with the customer occupiers.
Reporting variances greater than +/- 5% of budget. Providing periodic variance checks and reporting six monthly variances to Parabola and to the occupiers will give financial reassurance and transparency.
Communicating future planned expenditure frequently and in a timely, transparent manner in order that there are no surprises for you or your occupiers.
Providing a draft certified certificate of expenditure for all properties to Parabola for approval 3 to 4 months after the service charge year end. By ensuring timely reconciliations the customer occupiers can plan their cash flow more easily.
We have extensive experience of service charges on commercially led mixed use schemes both in the UK and across EMEA and can utilise this knowledge of similar schemes to help you draft a compelling budget.
Depending upon the final service design and the level of resourcing and place activation events we would anticipate an estate charge in the region of £1.50psf which is comparable, when size adjusted, with the likes of Brindley Place Birmingham, Green Park Reading and Chiswick Park London, We anticipate a building service charge in the region of £7.50psf.
We are committed to providing a prompt, transparent and value service charge administration process for the benefit of occupiers and clients. • Promotion of best practice, uniformity, fairness and transparency in the management and administration of service charges • Timely issue of budgets and year end certificates • Timely communications with occupiers, enhancing engagement and avoiding disputes.
Cushman & Wakefield will collaborate with you to prepare an estimate for the Service charge budget of Edinburgh Park and 1 New Park Square, considering the needs of the estate from an operational, customer experience, technological and sustainability point of view. The key actions of our service will be: · To define the structure of the Service charge budget, taking into account the different occupier utility increasing fairness and transparency · Apportionment matrix tracked against lease drafting to eliminate under recovery and client exposure · Analyse the specification and scope provided by Parabola regarding the project in order to correctly assess the varying service levels and operational needs that would impact the service charge budget estimate · Explore opportunities for innovation that may add value and allow cost reduction through application of new technologies · Scenario planning with 2 – 3 possibilities of the Service charge budget for all relevant budget items, with different assumptions regarding the desired level of quality/service in the building and Park.
"Building communities
on foundations of culture
and wellbeing"
oUR eXPERIENCE
We are a market leader in intelligent property management; one of the largest and most successful in Europe, managing c.400 million sq ft of space.
World Trade Centre Almeda Park
Sony Centre am Potsdamer Platz
Secoya
A2 Plaza
Cornellà, Barcelona, Spain Client: UBS and Merlin Properties Socimi
Berlin, Germany Client: Oxford Properties
Utrecht, Netherlands Client: Pension Fund Metal and Technology
Madrid, Spain Client: Iberdrola Inmobiliaria
RELEVANCE TO EDINBURGH PARK
A premium, landmark destination & PUBLIC REALM IN A WORLD CLASS CITY Customer-focused approach COMMUNITY MANAGEMENT, EVENTS & ENLIVENMENT TO MAXIMISE TENANT RETENTION Public realm & shared facilities management
A premium, landmark destination & PUBLIC REALM EVENTS AND ENLIVENMENT TO ATTRACT AND RETAIN CUSTOMERS A FLEXIBLE, BEST-IN-CLASS PROPERTY MANAGEMENT APPROACH
Sony Centre
A HIGH QUALITY CAMPUS DESTINATION WITH WELLNESS AND SUSTAINABILITY & THE cENTRE Customer-focused on-site team, creating an active community, MAXIMISing TENANT RETENTION Succesful development of a tenant & community app Public realm & shared facilities management
A high quality campus destination with WELL excellent and BREEAM platinium certificate Customer-focused on-site team, creating an active community, maximising tenant retention Successful development of a tenant & community app Exterior area designed to serve the tenants and users
Mixed used schemes can be complex and difficult because of the ever changing occupier and legislative demands - our opportunity is to provide simple, creative solutions. We tailor our service to the unique qualities of each building and the community in which they sit in, ensuring that we actively support your business objectives. Our substantial experience in development scheme advice, providing property management, customer experience and enlivenment will ensure the success of your landmark destination & public realm in a world class city.
Click on the case studies above for further information
"Innovative solutions
making your life simpler"
rEPORTING & Performance Delivery
SYSTEM, PROCESS AND REPORTING
We understand the importance of data to our clients and to their stakeholders. Data will be secure, readily available, reliably accurate and in a format that is tailored to your needs. We recognise that the data we collect is your intelligence, which is why we make all information readily available. We use data analysis to maximise benefits through intelligent use.
HOW WE LEVERAGE DATA
SIMPLICITY AND EFFICIENCY
Triana is our data aggregation and visualization tool. It integrates systems to bring together portfolio data, market benchmark data and project information into a single online platform.
We’ve greatly simplified our technology kit, identifying best-in-breed modules across service lines and geographies to drive efficiency and consistency.
HOLISTIC PORTFOLIO VIEWS
Triana offers global, multi-service data and strategy opportunities across client portfolios.
DATA INTEGRATION
We’re investing in level-setting, mapping and aligning our data, ensuring quality outputs and accurate assessments.
AT-A-GLANCE INSIGHTS
Our new, cutting edge dashboard provides an at-a-glance view of critical focus areas, enabling our teams and clients to get valuable actionable insights quickly.
NEW CLIENT SOLUTIONS
We are empowered to develop new and innovative client solutions, solving entrenched issues with renewed energy and new thinking.
KPI's
Customer Experience
Financial
Health & Safety
Transactions
Sustainability KPI's
Financial KPI's
Customer Experience KPI's
Transaction KPI's
Health & Safety KPI's
Click on a KPI to the left for more information...
"Created with honesty,
integrity and transparency"
fee proposal
Define & Design
Delivery
delivery
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This page contains interactive elements, click on the buttons down the left side for more information breakdown of our fee proposal.
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"A passionate team that
will realise your aspirations
and raise global standards"
Our assembled management team, through our specialist knowledge of mobilising new developments and our ability to deliver a truly market leading customer service experience, together with our track record of managing similar schemes across Europe means that we are the natural choice for Parabola.
Our data-led occupier insight, together with our focus on delivering exceptional customer experience, will attract businesses, ensure satisfied occupiers stay long-term and ultimately enhance Edinburgh Park’s reputation and value.
Our market leading team of experts will meet head on the challenge of embracing a low carbon economy, ensuring your assets provide the space and the performance to enhance health, wellbeing and ultimately your investment.
Our Enlivenment and Activation plans will ensure memorable experiences at every touchpoint, improving your customers wellbeing. We will deliver lifestyle and wellbeing activities that your customers value which will connect people to the building, the Park and activate the space for the benefit of the wider Edinburgh Park community.
Our agile approach to technology will ensure best-in-class performance and innovation that will deliver greater RoI.
Our deliberate, innovative approach to customer experience will increase occupier satisfaction, maximise leasing performance and enhance rental and capital values ensuring the long term success of Edinburgh Park.
Thank you
NICK RIDLEY
Partner, Head of UK Asset Services
+44 (0) 1217 105 728 +44 (0) 7810 631 375 nick.ridley@cushwake.com
Partner, Leasing
+44 (0) 1312 224 545 +44 (0) 7768 472 130 james.thomson@cushwake.com
Partner, Asset Services Scotland
+44 (0) 1413 043 214 +44 (0) 7702 759 073 diane.kerr@cushwake.com
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