Following a review of existing service delivery, BWA made recommendations including a proposal for re-aligning service levels. Subsequently, BWA supported the Client in the procurement of the new FM contract, UK-wide, comprising circa 80 properties. The process encompassed pre-qualification, bid document development, bid submission, resolving tenderer’s queries, site visits, evaluation, commercial negotiation and contract award. The particular challenges of this commission were to re-align the entire Client's UK portfolio to adopt the standardised levels of service and to ensure adequate service provision coverage for the Client's numerous locations. BWA used SLA scaling to facilitate more flexibility per location in terms of service delivery and developed change management proposals to help the client manage internal stakeholders.