This leading, award-winning, single entity provider of integrated facilities management and comprehensive support services, is now poised for take-off to new heights, with a resolute, visionary strategy initiated by its energetic, ambitious official at the helm.  

“Duserve intends to rock the FM world. We are determined to become a Memorable service provider of choice, the benchmark of service excellence, the trend setter and pioneer of innovation in the industry,” effuses Evie Boustantzi, CEO, Duserve, the professional industry veteran with over two decades of extensive experience in the services, construction and manufacturing sectors. 

“We treat customers as our long-term partners, serving and collaborating in fruitful business relationships that are sturdy and dependable and generate value for all stakeholders involved. Our goal is to make Duserve the ultimate ‘one-stop-shop’ service provider, through commitment, expertise and excellence on every count,” she affirms.  

Range of services 

Duserve’s exhaustive service offerings span across the overall lifecycle of assets, starting from FM consultancy services at design brief stage to construction management, fit-out, testing and commissioning, handover, integrated FM, smart systems incorporation and asset disposal to mention a few. The company is also accredited and active in energy management with proven capabilities in building surveying, troubleshooting and providing practical solutions for ensuring the best building performance. 

“Our integrated facilities management scope includes MEP, housekeeping, hospitality, and security services. Our Duserve@Home division caters to home-owners and tenants with an extensive range of packages and service offerings customised for the residential sector. More recently we introduced our critical fire fighting & fire alarm business while the building of our vital, expansive 75,000sqm nursery will cater to the landscape maintenance needs of our customers across the UAE,” she continues.  

Boustantzi attributes the growth of Duserve to its ‘under-one-roof’ competitive advantage, the availability of resources and financial muscle being government-owned and the prudent and farsighted leadership provided by HE Khalifa Al Zaffin, Executive Chairman, DACC. “Duserve is reinventing the way FM is done. At the very heart of our philosophy is the DNA of a truly impactful service. We have revamped our processes and the way service is delivered, driven by the powerful force of human motivation, empowerment, initiative and backed by solid technical excellence,” she asserts.

Technology is also at the core of Duserve’s meteoric growth. It set up an ‘IOT-enabled Command and Control Centre’ to better manage, monitor and facilitate its operations. “We are evolving into a Smart Cities integrated services provider, a reference of futuristic innovation and best available technologies that empower our customers towards informed decision-making. Aiming to become the knowledge hub for the industry, we form long-term partnerships with our supply chain associates, we become incubators of the best ingenious solutions that proves advantageous to our customers and ultimately generates value and benefits across the network,” she observes.

FM Consultancy is also an area where Duserve has made inroads. Boustantzi notes that looking after its customers’ assets needs begins long before occupation and as early as their design brief is formulated. “Our facilities management consultancy services offer comprehensive support across the stages of the lifecycle of a property and address all those strategic asset lifecycle optimisation and operational efficiency matters, proactively or reactively, depending on the stage we get to be involved,” she assures.  

Energy sustenance 

Under the Energy Saving Company (ESCO)-model duly accredited by the Regulatory & Supervisory Bureau (RSB) of the Dubai Supreme Council of Energy, Duserve is committed to a scientifically calculated range of energy saving initiatives for its customers. The company has been successful in designing and implementing ‘Energy Conservation Measures’ (ECMs), guaranteed to save and optimise energy costs. Managed remotely by qualified energy engineers, their Command and Control Centre provides real time visibility on energy consumption and offers consultancy on how to best control it. 

Fit-out is an integral part of any FM service offering. It constitutes a regular, essential requirement of customers in the form of civil repair work or space refurbishment. Mindful of this need, Duserve established an independent construction business that offers fit-out services to meet the contracting demands of new builds, refurbishment and fit-out requisites. 

Duserve’s diverse customer base is growing and counts Nakheel, Damac, Nestle, IKEA, MAG, Emirates Financial Towers, Al Tayer, Sobha, Dubai Duty Free, Fitness First, Hamdan Sports Complex, First Central Hotels among its celebrated current clientele. 

The company’s base, the 145sqkm Dubai South, is home to the first master planned ‘Aerotropolis’, a metropolitan district where the layout, infrastructure, and economy are centered around Dubai World Central (DWC) Airport. Duserve is the only FM company globally that maintains a colossal development of this magnitude. Within it are mega projects such as the 7-star luxury VIP Terminal, the venue for the bi-annual Dubai Airshows and a dedicated logistics park for aerospace and aviation companies. 

Countering competition

Boustantzi admits that the UAE FM market is over-saturated by multiple players but is unfazed by the intense competition. “We are focusing on delivering our own vision that sets us apart from our competitors and are steadily gaining recognition and fast becoming a benchmark in the industry. With a committed, capable and motivated team, we intend to maintain our growth trajectory,” she states.

According to Boustantzi, Duserve had moderate growth last year and anticipates a very healthy double-digit growth for 2018. “Since January we have made strides in the new direction of our business. We have developed our service offerings substantially and injected a large pool of talent that has started to make quite an impact in the marketplace. We are well underway to deliver on our promises for the year and are very positive about our future, which reflects in our hefty investments and ambitious new business ventures,” she emphasises.  

“We are busy building the solid foundations that will enable us to deliver our express and stated vision of being a trusted and Memorable service provider, and will see it through no matter what challenges come along our way. Our determination, focus, technical excellence and the customer centricity of a highly charged team is unstoppable and critical to enabling us accomplish a deeply inspirational cause.”