Systems and Technology

We need to make sure the technology we provide and our work processes allow you to be as productive as possible, you told us in our last Upload survey in spring 2022. As a result, we’ve improved our networks and Wi-Fi, rolled out better hardware and improved our self-serve support to enable you to resolve the most common issues more quickly.

Since last spring, we have:

  • Rolled out over 3,000 laptop devices, delivering improvements in memory and performance, and over 1,200 mobile phones across the business
  • Improved our networks and Wi-Fi, and set up new networks at 55 former Interserve sites, at new Mitie offices for Birmingham T2 Trinity Park and at our Technical Services Operations Centre (TSOC) in Manchester
  • Set up self-service automations (for example Windows password reset/unlock) so that you don’t always have to contact the service desk​
  • Redesigned the Service Now self-service portal homepage and menus, highlighting frequently asked questions and self-help videos​, to help you resolve common issues more quickly
  • Migrated applications to cloud, enabling greater stability, performance and resilience for many of our contracts
  • Integrated our people systems to streamline and speed up data processes, including onboarding for new joiners and movers. As part of this we’ve migrated over 19,000 people onto SuccessFactors and Payroll, over 11,000 onto Workplace Plus and over 18,000 security guards and cleaners onto InTouch.