Continuous Improvement: focused on what matters most
We’re continuing to strengthen the services that matter most to our departmental partners through our Continuous Improvement programme. The programme is embedding lasting improvements in key areas, including billing, workplace services, and client reporting.
Our Continuous Improvement (CI) programme continues to focus on improving the services that matter most to our departmental partners, focusing on things that make the greatest difference.
Now in its second phase, CI has moved from project based work to embedded performance led improvements. Each initiative is targeting specific areas that departmental partners have told us matter most. From billing to workplace services and reporting.
Billing
Our billing process is now faster, more consistent and transparent.
- Average debtor days have reduced significantly.
- Invoices are being paid faster, showing improved confidence and data accuracy.
- The focus ahead is on automating processes and maintaining clear documentation so that billing remains timely, predictable and trusted.
Workplace Services – London reset
The London Reset is strengthening service delivery across some of our busiest, most complex offices.
- We’re co-designing improvements with departmental partners, clarifying roles, strengthening communication channels and frequencies, and improving incident response and reporting.
- Despite a challenging year of supplier disruption, no buildings were closed and services were maintained across all sites- a true testament to collaboration between the GPA, our suppliers, and departmental partners.
- The next phase will continue to build on this collaboration – maintaining regular engagement sessions and using your feedback to shape service standards, communication and reporting across the region. Your continued involvement is essential to ensure the improvements we make reflect what works best for you and your teams.
Client Relationship Management and GPA Client Portal
We continue to add improvements to our internal Client Relationship Management (CRM) system to improve client user experience within the GPA Client Portal.
- We now surface key compliance documents (Fire Risk Assessments, Water Risk Assessments, Asbestos reports) at an occupancy level within the Portal for clients to access on a self-serve basis.
- We have introduced a new document management case type, allowing clients to view and monitor the status and updates on preparing upcoming occupancy agreements. These cases are visible via the Client Portal under a dedicated category on the case tab.