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Although facilities management (FM) has been advocated in the construction industry to address the issues of facilities in buildings, their adoption is still plagued with barriers. The factors affecting FM practices need detailed investigation. However, few studies have been conducted on the factors affecting FM practices in developing countries such as South Africa. This study aims to investigate the factors affecting effective FM practices in public buildings in South Africa.

To achieve this aim, a quantitative survey was carried out using questionnaire to gather relevant data in the study area. The collected data were analysed using descriptive statistics and principal component (factor) analysis. The study was conducted on 39 facilities managers in the Department of Public Works in KwaZulu-Natal Province, South Africa.

The descriptive analysis revealed that availability of funds, occupants’ knowledge of FM, absence of policy guiding FM practice, state of deterioration of facilities and design concepts and scope were significant challenges affecting effective FM practices in public buildings in South Africa. The result of the principal component analysis of the factors affecting FM practices were grouped into organisational factors, structural/design errors and end users’ elements.

As it is widely understood that “money” plays a significant role in the performance of any activity or function, administrators/governments of public facilities should strive to plan and make appropriate finances accessible to facilities managers. Participation of facilities managers in the planning stage can also help reduce design flaws and their maintenance implications. In addition, adequate training for professionals can improve FM awareness and productivity.

The paper reveals the structural framework of the factors that can influence the effective facilities management practices in public buildings.

The purpose of this study is to address United Nations’ sustainable development goals (SDGs) 8 and 9 from a service perspective. SDG 8 is a call to improve the dignity of service work by enhancing wages, working conditions and development opportunities while SDG 9 calls upon nations to construct resilient infrastructures, promote inclusivity and sustainability and foster innovation.

This study uses a bibliometric review to extract important themes from a variety of scholarly journals.

Researchers tend to investigate policy-level topics, such as national and international standards related to working conditions, while ignoring the experiences or well-being of workers occupying marginalized and low-opportunity roles in service organizations. Service researchers, educators and practitioners must collaborate to improve the state of service industries by conducting participatory action research, promoting grassroots organizing/advocacy, implementing digitized customer service and addressing workforce soft skills deficiencies.

The authors consider how service work can be transformed into respectable employment and present four specific ways nations can enhance their service industries.

Economic planners can view SDGs 8 and 9 as a framework for understanding and promoting the well-being of service employees and accelerating the productivity and innovation levels of the service sector.

The United Nations’ SDGs are examined from a services perspective, which increases their significance in service-dominated economies.