MODUS Services Ltd Maintaining the country’s vital assets – MOD Whitehall

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Ensuring an exceptional service delivery through stringent compliance and seamless collaboration is one of our key strengths. Managing a high-security, multifunctional environment demands operational efficiency, compliance, and service excellence.

At a glance

  • We work alongside the client, MODUS Services Ltd (Versity) (PFI SPV partner), and industry partners Skanksa (Hard Facilities Management provider), and the Defence Infrastructure Organisation, ensuring collaborative and compliant service delivery.
  • Our part in the contract covers reception management, helpdesk support, waste management, IT provisions, nursery and gym facilities, catering services, and conference/event management, all adhering to high standards of operational compliance.
  • The project is accredited with ISO44001 for Collaborative Working, reflecting a commitment to compliance with industry standards for effective partnership and governance.
  • The services are tailored to meet the needs of approximately 4,200 permanent staff and 150,000 visitors annually, with a focus on maintaining rigorous compliance and security standards.
  • The contract and working environment require a heightened focus on security and compliance in order to manage, maintain and protect one of the UK’s vital assets.

Key metrics

  • 4,200

    permanent building users

  • 150,000

    visitors

  • 86,000m2

    of Facilities Management services

A prime example is our ongoing contract to deliver Soft Facilities Management (Soft FM) services to the UK Ministry of Defence (MOD) head office in Whitehall. As part of a 30-year Private Finance Initiative (PFI) contract, we collaborate closely with our client, MODUS, the PFI Special Purpose Vehicle (PFI SPV), and industry partners, Skanska, responsible for Hard Facilities Management (Hard FM), and the Defence Infrastructure Organisation overseeing financial and operational aspects. This partnership integrates modern facilities management practices, adhering to strict standards of service quality, security, and regulatory compliance.

The goal is to ensure smooth operations and high standards of service quality while navigating stringent security requirements.

Maintaining a vital asset

The historic Grade I listed Whitehall Main Building supports approximately 4,200 staff and welcomes over 150,000 visitors annually. Given its significance, the building operates under rigorous security and compliance standards to ensure its integrity, safety, and functionality.

Amey’s contract includes services such as management of reception and helpdesk functions, waste management, IT provisions, nursery and gym facilities, catering, conference and event management, Audio Visual (AV) installations, reprographics, and an off-site secure scanner for deliveries. The goal is to ensure smooth operations and high standards of service quality while navigating stringent security requirements.

Our on-site helpdesk function manages over 75,000 task calls and more than 70,000 room bookings annually. Additionally, we coordinated around 730 conference events and 1,564 ministerial meetings, ensuring the availability and setup of rooms, chairs, and required equipment. We also handled 320 tonnes of waste, generated £1.5 million in catering sales, and managed the building's ten flags, including the responsibility for half-masting out of hours.

image of MOD Whitehall
The historic Grade I listed Whitehall Main Building supports approximately 4,200 staff and welcomes over 150,000 visitors annually.

We were announced winners of the Chairman’s Award at the Institute for Collaborative Working 2023 awards.

Collective collaboration

To deliver services throughout MOD Whitehall, there needs to be seamless integration of soft and hard facilities management. It’s more than working alongside Skanska and MODUS; the relationship requires a culture of collaboration and teamwork at every level. The team at Whitehall is dedicated to collaborative working, achieving formal accreditation in ISO 44001 (Collaborative Business Relationships).

Our accreditation to ISO44001 Collaborative Working forms part of the facilities management related tri-party relationship, with Amey forming an alliance with both Skanska and MODUS under the Greater MODUS working title. This industry-standard accreditation is a roadmap for establishing and managing collaborative relationships with suppliers, customers, partners, and inter-department or function to generate benefits for all parties.

Having achieved a successful partnership accreditation with the Defence Infrastructure Organisation (DIO) in 2017, MODUS, Amey and Skanska formalised the long-standing relationship by working together to achieve the ISO44001 collaborative working standard.

In 2023 the team achieved re-accreditation by demonstrating their shared working practices, open and honest engagement and ability to adapt to an ever-changing environment. To further demonstrate the successful relationship, we were announced winners of the Chairman’s Award at the Institute for Collaborative Working 2023 awards, alongside our client, Modus Services Ltd (Vercity) and industry partners, DIO and Skanska for the part we played in the smooth running of Operation London Bridge (Queen Elizabeth II's funeral) and Operation Golden Orb (King Charles's coronation).

Our approach demonstrates our commitment to rigorous security and efficient operations.

Security at the centre

Ensuring the safety and security of MOD Whitehall, the UK's Defence Headquarters, is crucial. Our approach combines advanced security measures, strict compliance with standards, and ongoing training to maintain a secure and efficient environment.

MOD Whitehall employs stringent protocols and state-of-the-art security equipment, including a secure IT platform for the PFI team and Concept Evolution (a CAFM system). We also maintain extensive Audio-Visual installations. Amey’s off-site secure scanner features two airport-style scanners, with separate areas for scanning all deliveries. Unbranded vehicles transport these deliveries to the Main Building.

In addition to regulatory compliance, our work adheres to stringent security standards and regulations, requiring careful planning and restricted access. Our ISO44001 accreditation supports collaborative work with Skanska and MODUS under the Greater MODUS working title.

Our approach demonstrates our commitment to rigorous security and efficient operations, ensuring that all aspects of facility management are handled with precision. This level of care underscores our ability to provide reliable and secure solutions to meet the needs of our clients.

image of laptop
Our approach combines advanced security measures, strict compliance with standards, and ongoing training to maintain a secure and efficient environment.

Maintaining high-level operational efficiency is crucial for keeping Whitehall running smoothly.

Comprehensive services

At the heart of our operations is a commitment to providing a comprehensive suite of services tailored to the diverse needs of Whitehall personnel. Our approach ensures that every aspect of our service delivery is meticulously planned and executed to uphold the highest level of security, compliance, and operational efficiency.

Our contract encompasses a range of services including management of reception and helpdesk functions, waste management, IT provisions, nursery and gym facilities, catering, conference and event management, Audio Visual (AV) installations, reprographics, and an off-site secure scanner for deliveries. Our aim is to maintain smooth operations and high service quality while adhering to stringent security requirements. We collaborate closely with the client, MODUS Services Ltd (Vercity), and industry partners such as Skanska and the Defence Infrastructure Organisation to ensure compliant and effective service delivery.

Maintaining high-level operational efficiency is crucial for keeping Whitehall running smoothly. Our teams work together to optimise processes and reduce costs, while strictly following industry regulations and standards. During significant operations like Golden Orb and London Bridge, our dedicated staff worked in shifts to ensure continuous on-site presence, addressing any issues promptly and supporting overnight rehearsals.

Striving for the highest level of customer satisfaction is our goal. Managing a diverse range of services, maintaining a large footprint, and upholding stringent security protocols requires systematic and regular reviews to ensure that contractual obligations are met with excellence and efficiency.

Seamless integration of complex services in a high-security environment.

Our capabilities in compliance and collaboration

Amey’s exemplary performance at MOD Whitehall showcases our capabilities in compliance and collaboration. By adhering to the highest standards and fostering strong partnerships, we ensure the seamless integration of complex services in a high-security environment. Our ongoing commitment to ISO 44001 standards for collaborative working highlights our ability to form effective business relationships, leading to innovative solutions and exceptional service delivery.

Our comprehensive approach to security, compliance, and operational efficiency demonstrates our ability to manage critical infrastructure effectively. By continuously improving practices, leveraging advanced technologies, and prioritising customer satisfaction, we not only meet but exceed client expectations.

Testimonials

Admiral Sir Tony Radakin, KCB ADC, (CDS)

“I would like to express my appreciation to you and your team for the vital contribution to this historic moment in our nation’s history. The occasion was unprecedented in scale and could only be delivered with the support of our civil service colleagues and the contractors who worked behind the scenes to deliver an immense logistical effort, with the resilience and security it entailed.”

David Williams, CB, MOD Permanent Secretary

“Your team’s contribution was phenomenal and proved yet again that defence will deliver for the nation when called upon. I am conscious that your team’s contribution was spread across the enterprise and was legitimately whole force at its core, with civil servants, military and contractors working together on behalf of defence.”

Mike Green, Chief Executive, (DIO)

“The professionalism dignity and sense of common purpose was a benefitting tribute to our longest serving monarch. I am thankful to everyone who contributed to the success of the project and I am writing to you personally in recognition of your hard work. Your efforts, in particular in the work you delivered to co-ordinate the Soft Services delivery plan in Whitehall. You delivered an outstanding service at short notice maintaining resilience when responding to ever-changing requirements with a high degree of professionalism and agility.”

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