Sodexo has just published its new operating model – out for a very short consultation period over Easter. This model is expected to be imposed across all its CRCs. Details so far published suggest that up to one third of posts will disappear by the Autumn. The model is comprehensive and has clearly been some time in preparation. There will be a reduction in not only staff numbers but also offices and desks. Call centres and reporting kiosks are proposed. ‘Low’ risk cases will be allocated responsible officers in call centres, rather than someone that the service user will actually meet. A voice on the end of the phone – not sure yet which country it will be in. New IT systems and risk assessment tools are proposed. As with the NPS, staff will be treated to HR support provided by a remote service centre. Consequent upon this, the jobs axe appears to fall most heavily upon corporate support staff but all grades, front-line as well as back-office are affected. A whole raft of draft HR policies have also been published for consultation and negotiation.
What is not apparent at first glance is any assessment of workload measurement for staff. Is the job manageable under this new model?
Napo will be assessing the new service delivery model and responding to it.
For further news on the Napo response, see the GS blog