Overview of how Flexility helped a global ICT Services Provider understand across 7 European country operations, how its people were working, unmet needs and opportunities to work in smarter, more mobile and flexible ways.

1. Case
Study
Global
ICT
Services
Provider
Defining
a
blueprint
for
rolling
out
mobile
and
flexible
working
across
7
European
countries.
Executive
Summary
grades,
functions
and
business
units.
Typically
the
response
rate
was
high
at
over
70%.
The
analysis
revealed
Flexility
were
asked
by
a
global
provider
of
ICT
services
to
opportunities
to
improve
the
approach
to
people,
place,
and
help
prepare
for
the
consolidation
of
2
of
their
European
technology,
as
outlined
below.
offices,
merging
2
companies
and
2
cultures
into
a
single
environment,
with
a
smarter,
consistent,
more
flexible
way
PEOPLE
of
working.
Flexility
supported
the
initial
‘Laying
the
Right
Implementing
more
flexible
ways
of
working
across
the
Foundations’
stage,
so
that
the
consolidation
would
serve
as
organisation
was
very
feasible,
but
there
was
an
a
blueprint
for
new
ways
of
working,
which
could
then
be
inconsistent
approach
to
policy
and
working
practices.
adapted
and
rollout
to
other
European
operations.
Informal
flexible
working
already
existed
but
many
staff
We
also
supported
the
implementation
team
with
guidance
were
still
not
fully
able
to
work
where
and
when
they
for
managers,
policies,
communications,
success
needed
–
key
issues
were:
measurement,
and
ensuring
the
right
implementation
• management
resistance,
approach
was
taken.
• a
culture
of
presenteeism,
and
We
engaged
with
senior
managers,
team
leads
and
• HR
policies
inconsistent
with
the
vision
and
poorly
deployed
our
online
workstyle
analysis
tools
to
the
entire
communicated.
workforce
across
7
European
countries.
We
uncovered
a
Both
managers
and
employees
were
ready
to
work
more
true
opportunity
for
the
company
to
showcase
their
flexibly
and
there
was
demand
for
remote
(mostly
home)
products
and
services
by
‘drinking
their
own
champagne’
working.
and
enabling
a
truly
international
working
and
collaborative
PLACE
environment.
Our
findings
were
far
reaching,
from
triggering
a
refresh
of
flexible/home
working
policies
to
Although
around
40%
of
time
was
spent
away
from
a
desk,
senior
management
engagement
across
the
organisation,
people
were
more
office
bound
than
one
would
expect
designing
the
new
workspace,
informing
the
overall
from
a
service
organisation,
with
over
80%
of
time
spent
property
strategy,
and
prioritising
technology
investments.
working
alone
or
communicating
virtually.
There
was
little
movement
around
the
base
office
due
to
a
combination
of
The
Flexility
Insight
office
design,
enabling
technology
(e.g.
Wi-­‐Fi),
and
culture
Flexility
used
a
combination
of
in-­‐depth
interviews
with
top
Our
Workstyle
Analysis
highlighted
an
opportunity
to
enable
managers
and
manager
workshops
to
understand
the
more
collaboration
in
the
office,
since
that
is
what
people
working
practices
and
management
and
culture
issues
to
said
they
primarily
come
in
for.
consider
when
implementing
mobile
and
flexible
working.
We
also
highlighted
the
potential
to
enable
staff
to
be
This
also
informed
the
design
of
the
workstyle
analysis
web-­‐
more
customer-­‐facing
and
the
potential
to
significantly
survey,
which
was
then
deployed
across
all
employees
in
reduce
office
space.
the
target
countries.
The
on-­‐line
survey
was
deployed
to
over
3,500
employees
in
7
European
countries
in
different
languages,
across
all
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2. Case
Study
TECHNOLOGY
The
analysis
highlighted:
We
found
that
staff
were
well
equipped
and
the
tools
• A
potential
reduction
office
space
(up
to
50%)
existed
in
some
form
to
enable
“right
time
right
place”
• Around
20%
uplift
in
productivity
(c.180
man-­‐years
from
providing
access
to
critical
corporate
applications
and
working.
However
we
found
that
there
was
a
need
for
collaboration
tools
on
the
move/remotely)
simplification
and
standardisation
of
the
technology
across
• Increased
sales
for
around
80%
of
the
more
mobile
staff
the
business,
as
sometimes
multiple
solutions
existed
• Improved
customer
satisfaction
and
responsiveness
for
serving
the
same
purpose.
A
better
understanding
was
70-­‐80%
of
client-­‐facing
staff
needed
of
what
was
available
as
well
as
staff
training
to
• Reduction
in
commuting
to
reduce
costs
of
company
maximise
the
use
of
technology
enablers.
So
the
company’s
cars
(between
20-­‐40%)
• Potential
to
reduce
business
travel
in
some
areas
investment
needed
to
be
driven
by
one
common
vision
• Reduction
in
paper
with
increased
access
to
information
rather
than
sporadic
adoption
of
disparate
enablers
in
on
the
move
and
mobilisation
around
the
office.
various
parts
of
the
business.
This
would
help
drive
through
higher
rates
of
adoption
across
the
business
and
achieve
Implementation
better
working
technology
investment.
Now
that
we
understood
work
patterns
and
the
desired
We
also
highlighted
significant
opportunities
to
reduce
dual
mobility
required
to
move
forward,
Flexility
was
able
to
help
device
ownership
and
reallocate
some
mobile
data
cards
our
client
quickly
embed
this
in
the
organisation
by
from
least
to
most
mobile
staff.
refreshing
HR
and
ICT
policies.
We
also
produced
a
new
The
analysis
highlighted
a
strong
need
for
this
global
mobile
and
flexible
staff
handbook
available
online
with
provider
of
ICT
services
to
better
enable
mobility
of
its
staff
guidance
for
managers
and
staff
on
topics
such
as,
working
and
‘drink
their
own
champagne’
when
it
came
to
using
the
practices,
effective
communication
and
collaboration,
technology
they
delivered
successfully
to
their
customers.
managing
by
objectives,
creating
trust,
maintaining
contact
Although
overall
the
level
of
unmet
communications
needs
and
motivation,
technology,
policies,
health
and
safety,
and
were
relatively
low,
we
found
that
staff’s
ability
to
instantly
use
of
the
new
space.
access
information,
work
with
attachments
and
access
The
senior
management
team
buy-­‐in
was
strong
and
a
corporate
applications
was
much
less
than
what
was
series
of
workshops
were
also
conducted
to
communicate
required
to
achieve
their
desired
level
of
mobility.
the
benefits
to
the
organisation
via
the
managers.
Given
the
need
for
more
mobile
data
enablement
for
the
The
findings
were
further
embedded
in
the
organisation
by
most
mobile
workers,
particularly
access
to
video-­‐ feeding
into
the
office
blueprint
for
the
new
European
office
conferencing
on
the
move,
we
helped
the
company
and
informing
the
negotiations
with
technology
providers
of
prioritise
the
initiatives
that
would
best
enable
right
time
web-­‐based
video
conferencing,
as
well
as
space
designers.
right
place
working
and
deliver
most
value
quickly.
Flexility
was
on
hand
to
act
as
advisors
during
Finally
the
data
suggested
that
there
was
a
need
for
implementation.
clearer/reinforced
security
policies
and
office
Wi-­‐Fi
to
Help?
reduce
usage
of
paper,
USB
sticks,
and
personal
email.
Flexility
works
with
organisations
to
help
them
successfully
The Benefits
identify
and
reap
the
rewards
from
mobile
and
flexible
Staff
were
very
positive
about
increasing
mobile
and
flexible
working.
working
–
more
empowered,
trusted,
and
motivated
to
get
For
more
information
about
the
ways
in
which
we
can
help
on
with
the
job.
They
were
also
positive
about
spending
less
your
organisation
contact
us
at
info@flexility.co.uk
or
visit
time
travelling
and,
although
most
people
believed
they
www.flexility.co.uk
would
work
more
hours,
this
seemed
to
be
off-­‐set
by
the
ability
to
work
across
time
zones
and
around
personal
commitments
in
a
better
way.
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