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HM Revenue and Customs / Department for Works and Pensions

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In the late 1990s the Inland Revenue and the Department of Social Security, now HM Revenue and Customs (HMRC), and the Department for Work and Pensions (DWP) decided to consolidate operations at 12 sites in the north-east of England into just four.

HM Revenue and Customs

An Interserve joint venture with AMEC was selected to deliver the PFI project – one of the first to be let by a governmental department.

The redevelopment of the Newcastle Estate began in February 1998 with major refurbishment and remedial works by Interserve at two existing sites at Durham House, Washington, and Tyne View Park, Newcastle. Meanwhile AMEC undertook two new developments at Benton Park, Newcastle, and Waterview Park, two miles from Washington town centre.

Now complete, the four sites house over 16,000 people and cover over 1.5 million square feet, with Interserve delivering a wide range of hard Facilities Management (FM) services across the different sites until 2029.

In a separate contract, awarded in 2004, Interserve also provides a range of soft FM services across all four sites including catering, cleaning, waste management and accommodation office services – all tailored to meet the client’s needs at each location.

The service provision was designed to fulfill the client’s objectives of reducing costs while adopting a more holistic approach. We self-perform almost all services allowing the client strict quality control and simplified lines of communication.

Achievements

  • Staged office transfer of over 12,000 HMRC/DWP staff and a variety of equipment from old locations to temporary and permanent offices.
  • After the initial phase of works Interserve negotiated two supplementary design and build projects as part of the NEDFAR (Newcastle Estate Development Further Accommodation Requirement) programme. The first of these was the creation of a fast-track office building and associated facilities housing about 600 call-centre staff at Tyne View Park. The second, worth £45 million and awarded on the strength of its performance on the Tyne View project, was the construction on the Benton Park site of a stand-alone restaurant and four three-storey office buildings to accommodate 2,400 staff.
  • Received a joint Gold Award at the HMRC Newcastle Estates.
  • Winners of the Premises and Facilities Management Partnership Awards in the Multi-Service category in 2006.
  • Our help desk uses ‘Blackberry’ technology to ensure immediate and effective communication of tasks requiring action. The system provides an auditable trail of information for both contract manager and client alike in the form of a monthly report.
  • Use of the catering facilities has increased by five per cent since we were awarded the contract.
  • Cost savings passed on to our customers allowed extra services to be added.
  • In 2005, we were awarded four out of a possible five prestigious Heart Beat Awards by the local Environmental Health organisation, in recognition for our high quality nutritious new food and excellent service across the entire estate.
  • Registered by OFSTED as a certified child care provider and the Stepping Stones Day Nursery for babies and pre-school children.
  • Introduced a training programme on Health, Hygiene and Safety, recipe costing, development skills for junior chefs in association with local colleges/universities, and support from local chefs.

Project vitals

Location:

North-east England

Client:

HM Revenue and Customs (HMRC) and the Department for Work and Pensions (DWP)

Duration:

1998 to 2029

Facts

  • Four sites housing over 16,000 people and covering more than 1.5 million square feet
  • Over 300 Interserve employees
  • One of the first PFI projects to be let be a governmental department
  • One of the largest public sector sites in Europe
  • More than 200,000 hot meals served per week.

Soft services

  • Security
  • Cleaning
  • Catering
  • Nurseries
  • Waste disposal
  • Porterage
  • Office services
  • Occupational health services
  • Mail and messenger
  • Fleet administration
  • 24/7 helpdesk

Hard services

  • Estate management
  • Engineering and technical services
  • Building fabric repair and maintenance
  • Grounds maintenance
  • Window cleaning
  • Pest control
  • Fire protection systems
  • Project management

Catering

Producing and serving fresh, tasty meals that support and enhance government nutritional standards.

Security

In a climate of new regulations, cost-efficiencies and challenging economic conditions, clients are looking beyond simply a guard-focused security service.

Facilities management

Interserve has been providing facilities management services to UK industries for over 20 years.

PFI

Under the Government’s Private Finance Initiative (PFI), Interserve has a record of providing ingenious solutions to meet the UK’s infrastructure needs.



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