Streamlining how we work

A big part of the transformation focuses on a new 'Service Delivery Model', which sets out how we'll collaborate and support one another in our HR and finance processes. In broad terms, it's made up of four levels, creating a more constructive, transparent way of working across all staff.

Direct access (for up to 70% of tasks)

In Workday, everyone will have direct access to update personal information, request leave, submit expenses and more, with built-in guardrails to protect against mistakes in real time. Staff can also directly access reports and insights to oversee the colleagues and budgets they manage.

Centres of Excellence (for up to 20% of tasks)

If certain queries need input from a specialist, they'll be picked up by new Centres of Excellence in HR and Finance. Examples include policy governance, detailed reporting, complex problem-solving, and other types of work that require an expert's attention.

Shared Service Centres (for up to 20% of tasks)

Our Shared Service Centres in the central HR and Finance departments will help with common tasks and queries that cannot be resolved through direct access in Workday, or through web resources and guides.

Business Partners (for up to 5% of tasks)

Working with departmental leaders, Business Partners will advise on forward-looking collaboration, such as long-term planning, strategic analysis, and aligning goals with our wider mission – again, something made possible by a collective shift in the kind of tasks that take up our time.

From February, there'll be a single 'front door' for all staff to get support from the central HR or Finance departments, with any queries then picked up by the right level of support. We're still working through the details of how this work in practice, which will emerge closer to launch; in the short to medium term, it may not be that different to what we have currently (Zendesk for HR queries, for example).

https://youtu.be/F3IJzfFqdRA

Upskilling and career progression

The move to direct access will open up more capacity for staff to develop broader, transferable skills – like analytical thinking, leadership, and AI and digital literacy – that reflect the changing nature of work across all sectors, and to use them to support our growing priorities and funding streams.

This evolution will happen gradually throughout the long 'settling in' period after the first go-live, after which we'll have a fuller understanding of everyone's needs. Later in 2027, we'll be building more functionality into Workday around skill alignment and training to support everyone's career development.

Explore the programme timeline

Designing the transformation

From the outset, certain 'design principles' have steered every discussion and decision. We sat down with some of those involved to hear their thoughts on what the principles mean, and why they're central to bringing the benefits to life.

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'Direct access'

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'Standardisation and simplification'

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'Adopt, not adapt'

Benefits for various staff groups

These new ways of working will bring some easy wins for every kind of role, addressing common challenges we know we share. Other larger adjustments might take more getting used to; they're all in aid of us working better as one community. From conversations among various groups so far, themes have emerged around what the transformation will offer.

All staff

Line managers

Senior leaders

Support administrators

HR, Finance or IT specialists

Principal investigators

Support to navigate change

Change, and the opportunities it brings, often feels exciting – but it can also lead to uncertainty and discomfort for some.

Alongside the existing wellbeing support on offer, we've launched a new Staff Learning Collection that includes practical resources for you and those you work with. We'll add more topics as we progress through the programme.

Explore the collection