Public Service Transformation

We are creating great places to work, facilitating smarter working, providing interoperability, improving productivity and pride, and prioritising talent attraction and retention.

Public Service Transformation is one of our strategic objectives which is making a real difference to people and places. It means we are creating great places to work, facilitating smarter working, providing interoperability, improving productivity and pride, and prioritising talent attraction and retention.

  • What we do underpins the delivery of government services across the United Kingdom – creating modern, low-carbon offices where people can be productive, create  communities, collaborate and share ideas in person.
  • We’re helping teams to work better together and in more places – from delivering multi-departmental campuses, to new technology that means civil servants can work from any part of the estate.
  • We create inclusive spaces where people want to work and make a difference.
  • Enabling recruitment and retention of the Civil Service workforce across the whole of the UK in new hubs and improved office locations. Helping people to build careers in the Civil Service close to where they live and the communities served by government.

Thought leaders

Demonstrated our position as thought leaders in smarter working by continuing to remove barriers to departments sharing space across the government estate

Standard setting

Established standards for workplace design and Property Technology across the Government

GovPass

Deployed GovPass, the common access pass, to over 166,000 civil servants

Smarter working

Delivered the Smarter Working Programme, 225,000 civil servants now work for organisations assessed as ‘mature’ against the PAS3000: Smart Working Code of Practice

Customer Service Portal

Built a digital Customer Service Portal to enable access to services and to help build local communities

Customer experience

Increased our baselined customer experience average score across our portfolio to 69%.

Workplace experience

Achieved Leesman+ accreditation within our Birmingham government hub for an outstanding workplace experience

Customer experience 

  • Complete customer satisfaction surveys across at least 30 buildings
  • Create a consistent customer journey for all government hubs underpinned by consistent policies and processes
  • Select an appropriate standard and complete initial Customer Service Excellence assessment

Property Technology 

  • Create a Property Technology Maturity Assessment and complete assessment of departments
  • Procure strategic IT Service partners
  • Expand occupancy monitoring by a further 100,000 m2.
  • Grow GovPass to 60 properties
  • Expand GovPrint to 20 clients and develop a 2nd generation ‘GovPrint’ product to improve services
A female hand holds a GovPass against a log in unit
A person holds their finger against a meeting room booking panel, lit up on the wall

Workplace services

  • Complete a Workplace Digital Platform supplier integration pilot
  • Create a single national helpdesk in place and tested
  • Mobilise and embed operational security contracts
  • Define and embed customer-focussed workplace contracts
Cleaner wiping down OAB Staircase - large luxurious staircase

Place-based communities

  • Complete integration between the Customer Portal and the Workplace Digital Platform and roll out to priority sites in the GPA managed estate
  • Maintain a smarter working community of practice – a place to collaborate, share expertise, experience and knowledge on how smarter ways of working can enable and sustain great places to work
  • Develop and agree with clients a charging mechanism to facilitate occasional use (GovFlex)