OPE DISCOVERY PROGRAMMES
With experience of over 100 property change programmes worldwide, including the successful implementation of 40 UK Local Government shared service delivery centres, Konvergence are uniquely placed to address the challenges and cultural issues facing OPE programmes.
Our unique approach is to focus the design of physical spaces around the goals of the customer, rather than individual service needs, standard space plans or existing building functionality and to develop a shared plan for how property should be used from an end-user perspective.
Discovery programmes are centred round a targeted observational study of ‘usability’ and ‘user experience’ carried out in the field at specified locations / buildings during the feasibility stage of an OPE project.
Focusing on usability and user experience, not only increases customer satisfaction, but also develops a shared understanding of the opportunities to improve the quality of service delivery at lower costs.
Studies are short and performed over a few hours or days, but usually timed to take place during peak times. Study activities are drawn from our core tools and techniques, but typically involve capturing building footfall, mapping working practices, tracking user journeys, measuring facilities utilisation, observing behaviours and talking to customers and staff.
By understanding existing property arrangements and then applying better practices, it is possible to create a shared model of how buildings should be used (from an end-user perspective), including team allocations, adjacencies, occupancy targets, user journeys and principles of use.
A key deliverable from discovery programmes is a usability brief, which provides a high-level requirement, containing sufficient information for the construction team to work out the number and type of facilities, the technology team to define supporting systems and for the business change team to develop process and training needs.
A key outcome from discovery programmes is a business case supported by meaningful KPI’s and metrics to monitor and track the benefits of any proposed solution or change.
KEY ELEMENTS OF A OPE DISCOVERY PROGRAMME
- Study Pack – confirms how the study would be performed, including data collection tools, techniques and pro-forma
- Targeted Observational Studies – timings and locations would be confirmed but are usually carried out over a few hours or days, at peak times or when buildings are in use
- Data Pack – comprising of the detailed findings from the study
- Workspace Model – a conceptual model of how buildings should be used from an end user perspective
- Usability Brief – a high level definition of a requirement for the new user experience
- Business Case – quantifiable findings, opportunities, solutions and benefits
- Shared Plan of Action – supported by meaningful KPI’s and metrics to monitor and track changes and benefits
Over the past 10 years Konvergence has helped public sector organisations all around the world, achieve successful outcomes from property focused initiatives including:
London Borough of Harrow
London Borough of Redbridge
London Borough of Wandsworth
London Borough of Hounslow
Bassetlaw District Council
London Borough of Greenwich
London Borough of Hillingdon
Blackburn & Darwen Council
London Borough of Westminster
Royal Borough of Kensington & Chelsea
London Borough of Lewisham
East Riding Council
London Borough of Ealing
West Norfolk Council
Chester City Council
East Sussex Council
London Borough of Waltham Forest
London Borough of Merton
London Borough of Enfield
London Borough of Hackney
North East Derbyshire Council
Bradford City Council
Birmingham City Council
City of Swansea Council
Barking and Dagenham Libraries
IPS (Passport Office)
Siemens Business Services
Border and Immigration
Ministry of Defence – Portsmouth Naval Base
Russell Hall Hospital
Nad Al Hammar Hospital