Source · Select Committees · Work and Pensions Committee
Recommendation 28
28
Accepted
Detail plans for revitalising the Jobcentre estate, ensuring adaptability and co-location of services.
Recommendation
In its response to this report, DWP should set out how it will use its increased capital funds to revitalise the Jobcentre estate. DWP needs to make more of its Jobcentre spaces and it should make sure that the physical infrastructure is adaptable to local needs and can support co- location of services. It should also explain how it will prevent the estate becoming dilapidated in the future. (Recommendation, Paragraph 131)
Government Response Summary
The government accepts, detailing the Workplace Transformation Programme, capital investment, and Innovation Hubs to revitalise and adapt Jobcentre spaces. They are also implementing a comprehensive asset management strategy to prevent future dilapidation.
Government Response
Accepted
HM Government
Accepted
Accept Through capital investment, DWP is committed to transforming our Jobcentre spaces so that our physical infrastructure is adaptable and responsive to the needs of our customers, colleagues, and local and national partners. The Workplace Transformation Programme is centred on maximising the value of our workspaces, reducing surplus capacity, and improving the conditions in which our services are delivered. Capital investment enables us to create adaptable environments that address barriers to engagement. Subject to trialling, this includes spaces that support the development of service delivery models that extend beyond DWP and reflect the importance of partner services in addressing customer challenges and barriers to work. We have created Innovation Hubs in four existing Jobcentres to test changes and inform plans for investment in updated Jobcentre design, helping us to decide how we focus limited funding to achieve maximum effect. The hubs are located across Great Britain in: • Worsley (North-West England) • East Kilbride (Scotland) • Stratford (London) • Porthcawl (Wales) Changes include: • Flexible spaces that can be changed easily to allow DWP teams and local partners to work together. They can be adapted to suit local needs and provide services that directly support our customers. • Digitally enabled spaces, customer tech bar with devices supporting self-service, coaching building digital confidence, and multi-functional hub with video conferences facilities. • New front of house areas to support a trauma informed approach – with calming biophilic design and clear signage enabling navigation and increased self-service. • Enhanced Welcome and Triage, a Welcome point supporting customer orientation on arrival where designated colleague(s) meet and greet customers with scheduled appointments and unscheduled queries/footfall. • Dedicated quiet and customer waiting areas, alongside redesigned work coach desks with built in acoustic panels providing privacy to build trust. • Digital screens inside and outside the buildings show clear, up to date information on local and national services. This helps customers to stay informed and find what they need easily. DWP is also implementing a comprehensive asset management strategy informed by the Office for Government Property’s Whole Life Asset Management Tool. Other factors considered in our investment choices include customer demographics, cost, and modern design standards.