Frontline people management at ISS Facility Services long relied on paper-based processes, including handwritten conversation records, manual performance appraisals, and physical probation documents. These were often inconsistent, time-consuming, and vulnerable to being lost or left incomplete. The absence of a centralised system created administrative inefficiencies, increased compliance risks, and contributed to variable employee experiences across sites.
To address these challenges, ISS Facility Services developed the ISS People Hub, a unified digital platform built using Microsoft Power Apps. The system streamlines and automates key People & Culture workflows within a single, accessible digital environment for managers, supervisors, and employees, accessible via QR code or directly through Power Apps.
The ISS People Hub integrates three previously manual processes into one cohesive system, structured around three pillars: Perform, Connect, and Grow.
The first module, Perform – Probation Reviews, provides a structured onboarding and performance journey for new employees from week one through to final probation sign-off. It includes milestone tracking, guided manager assessments, and clear outcome pathways (pass, extend, or fail), replacing inconsistent paper-based checklists with a standardised digital process supported by automated notifications.
The second module, Connect – Electronic Record of Conversation (eROC), replaces handwritten conversation logs with a digital tool that captures workplace interactions in real time, including coaching discussions, grievances, complaints, and compliments. Each entry is automatically time-stamped, securely stored in SharePoint with role-based access controls, and immediately shared with employees, ensuring transparency, accuracy, and shared accountability.
The third module, Grow – Performance Appraisals, digitises both half-year and full-year review cycles, enabling structured, collaborative performance discussions aligned to ISS values, leadership behaviours, and individual development goals. Automated reminders and workflow prompts improve compliance by ensuring annual appraisals are completed on time and are not delayed by manual tracking or scheduling gaps.
Across all modules, the platform incorporates a shared digital sign-off process, ensuring both manager and employee formally acknowledge records. This creates a consistent and auditable digital trail, replacing traditional handwritten signatures and reducing compliance risk.
The introduction of ISS People Hub has resulted in increased compliance through on-time completion of annual appraisals, improved employee engagement through structured coaching conversations and transparent documentation of grievances, complaints, and compliments, and enhanced communication through real-time electronic records shared with staff. Automated workflows reduce reliance on manual follow-ups, improve visibility of workforce processes, and ensure that critical employee milestones are captured and acted upon consistently.
The system is currently in use across all ISS Eastern Health sites to drive consistency in people management processes and is being prepared for national rollout across ISS operations, reflecting its scalability and success as a standardised digital solution.
ISS People Hub reflects ISS’s broader commitment to its people philosophy, “People Make Places,” by ensuring that every conversation, review, and milestone is captured accurately, managed consistently, and supported through a modern digital framework