It's not just technical - Socio-technical challenges to the efficient operation of commercial office buildings

Facility management companies are the primary agents that mediate between building systems and users. As such, the impact of the socio-technical aspects within facility management companies can play a central role in operational energy management. In this study, we conducted and analyzed individual interviews with 11 building management professionals across two facility management companies. Participants included management, energy analysts, and building operator personnel, collectively working on eight commercial office buildings. Our interviews aimed to answer three research questions: (1) How is improving OE viewed, prioritized, and incentivized within the two FM organizations? (2) How are the current building settings and sequences of operations determined and documented by these FM companies? (3) What tools are used by these FM companies to analyze energy when making operational decisions? Using the results from our interviews and existing challenges identified in the literature, we identify nine primary challenges faced by these organizations and provide nine recommendations aimed at the industry. The recommendations cover organizational challenges, contracts with outside stakeholders, implementing sensors and tools, and the development of future tools. The diversity of the recommendations highlights the need for socio-technical analysis of facilities management companies and contributes to a growing body of this type of research.