The facts
Client: BUPA
Location: Pine Trees, Staines, Surrey
Services: Occupier Fit-Out
Start/ Completion: 2008 - 2010
The project
This project involved the fit out of an 80,000 sq ft
space for new UK membership call centre for 1,100 staff. Integrated
project management and design was the lead discipline, with support
from building surveying, move management, landlord works
development monitoring and CDM coordination.
Capita Symonds was appointed to review BUPA’s UK Membership
property portfolio and to consolidate five properties into a single
site campus in order to reduce Real Estate costs and improve
workflow processes through closer adjacencies. Working closely with
the landlord’s design team, Capita Symonds had to agree a final
design solution that involved linking two units into one cohesive
building via a new central atrium.
1,100 staff had to be relocated without negatively affecting
productivity or interrupting customer service delivered through
Bupa’s call centre operation. Good quality office accommodation had
to be provided that promoted both the Brand and operational
efficiency within the business. By incorporating staff ideas, an
environment had to be created that facilitated employee
productivity and collaboration, whilst ensuring a comprehensive
scheme that reflected the brand and their aspirations.
A total service was provided by Capita Symonds from design and
project management through to move management. A detailed master
plan was developed that clearly outlined all the risks,
dependencies, phasing and logistics to ensure that the project ran
smoothly. Capita Symonds carried out a full workplace review and
developed a design brief with Bupa Group. The scheme was fully
designed by Capita Symonds and project governance was established
with the project team. Capita Symonds created innovative solutions
through design and introduced new ways of working. This facilitated
staff engagement at all levels via CGI’s workshops, questionnaires
and furniture mock-up trials.
Capita Symonds saved the client £2m in design and infrastructure
costs through negotiations with the landlord’s base build design
team and delivered a design that was sympathetic to the client’s
fit out. Capita Symonds provided an end to end service of
consultancy, with a single point of responsibility which saved time
and ensured control over quality and cost. Capita Symonds’
methodical and detailed workplace review process cemented an
accurate brief and no time was wasted during the planning
stages.
Capita Symonds provided an environment that the users felt a
part in creating and the project was delivered under budget and on
programme. The development of new ways of working led to improved
productivity, more varied workplace and an overall reduction in
space demand. Capita Symonds created a new space for Bupa which
included consulting rooms for health and wellbeing, a restaurant
and gym. There was continuity whilst delivering the project on
budget and on programme.