People Spotlight: Craig Schofield, Executive Director

How long have you worked for BGIS?

I have been with BGIS for 10 years, during which time I have had the opportunity to lead a fantastic team in this diverse and evolving portfolio.

Tell us about your contract/scope of work.

We deliver facilities management and maintenance services to the Department of Communities and Justice (DCJ) across a broad and diverse property portfolio throughout New South Wales. The contract commenced on 3 June 2021 with an initial term of seven years and an option to extend for a further six years.

Our scope of work includes the ongoing maintenance and service delivery across technical and general disciplines. These include heating, ventilation, and air conditioning (HVAC), hydraulic systems, electrical systems, fire safety systems, general building services, security systems, workplace services, and the delivery of project-related works. Our role encompasses both planned and reactive maintenance, compliance, and asset lifecycle works, ensuring all assets are maintained in line with statutory requirements and operational standards.

The Department’s property portfolio includes a wide variety of facilities located in both regional and metropolitan areas of NSW. These facilities support multiple customer agencies within the Department and consist of correctional centres, courthouses, office buildings, and residential properties. The buildings range in type and complexity from single-level and multilevel modern buildings to heritage-listed properties and high-rise commercial facilities.

Our service delivery model is designed to support the continuous operation of these facilities while ensuring safety, compliance, and performance, aligned with the Department’s strategic and operational objectives.

Tell us any highlights and/or interesting things about your account.

 One of the most interesting aspects of this account is the diversity of its property portfolio, both in terms of property type and historical span. For example, Windsor Courthouse, the oldest asset on the account, marked its 200th anniversary in 2023, offering an insight into colonial-era architecture and justice infrastructure. In contrast, Newcastle Courthouse showcases the portfolio’s modern buildings. Completed in 2015, it replaced a facility that had served the region for 124 years and now anchors a $90 million justice precinct in the heart of Newcastle’s CBD. This blend of heritage assets and state of the art buildings ensures the account team has interesting workplaces.

What is unique to working in your sector?

Working in the correctional facilities sector presents a unique set of requirements. There are many considerations in the management of the facilities and buildings that relate to the high security environment. Solutions must be carefully selected with tamper- and vandal-proof features in mind, and access restrictions demand planning and coordination. These facilities operate 24/7, 365 days a year, which adds an additional layer of resourcing to maintenance and service delivery.

A standout feature of this account is the implementation of Sustainability Action Plans that align with the Department’s objectives and the Premier’s priority to reduce recidivism. These plans go beyond environmental sustainability to include social impact goals such as focusing on Indigenous participation, engagement with regional and small-to-medium enterprises, support for people with disabilities, and opportunities for apprentices and trainees. This approach builds on the contract’s strong foundation of social responsibility and contributes meaningfully to community outcomes. We have a role dedicated to the delivery of the initiatives in these plans, and we proudly work with our client to achieve these goals.

What innovation(s) has your team introduced into your contract?

The introduction of an online portal for the Hazard and Asbestos Register has streamlined access to critical safety information, improving compliance and risk management across the portfolio.

We have introduced an AI application to the reactive maintenance invoice validation and reporting process; this has delivered measurable improvements. By automating the validation of thousands of invoices each month, the AI application has significantly improved processing accuracy and efficiency. This not only enhances reporting capabilities but also ensures faster turnaround times and more reliable data for informed decision-making.

How do you stay client-focused?

Staying client-focused begins with taking the time to truly understand the requirements of our contract, the key outcomes, and the challenges they face. Building strong relationships through open communication is key through connecting with people, asking the right questions, and, most importantly, actively listening to their responses.

I also make it a priority to anticipate client needs and provide proactive, tailored solutions. Where possible, I align some of my personal and professional goals with the client’s objectives. This helps maintain a strong sense of purpose and commitment to their success, even if it is done informally as a source of motivation.

Key Facilities Management Career Advice:

Listen first. Effective FM starts with clear, open, honest, and timely communication and that begins by truly listening. Show respect to clients, colleagues, and contractors alike. Anticipate needs and be ready with thoughtful, proactive solutions. Build relationships and foster collaboration. Network within the industry to stay connected and informed. Commit to continuous learning, as the FM landscape is always evolving, so you need to stay curious and keep developing your skills. And remember: “The customer is always right… in matters of taste.” They may not always be right in every decision, but that is where diplomacy, tact, and understanding come in. These skills are often crucial when guiding a client toward a better, more informed outcome that serves their best interests.