U.S. FlexWorkPlace Program Overview TD Bank, America’s Most Convenient Bank May, 2104
Agenda Topics
TD Bank History and Overview ~ Aligning a new business strategy
Portfolio Optimization – Understanding supply and demand by market
FlexWorkPlace Overview
Aligning and Integrating People and Place
Establishing Effective Partnerships for Program Success
Program and Design Model
The Process
People Change – Impact on Culture and Brand
Program Sustainment
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FlexWorkPlace
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Overview: Provide anytime, anywhere choice of working environment that promotes work-life balance, environmental sustainability while supporting a performance-based culture allowing us to provide a professional atmosphere towards clients and colleagues with every interaction. A complete FlexWorkPlace Playbook and supporting Toolkit has been developed and is currently housed in SharePoint.
Benefits of Change: The people aspect of a FlexWorkPlace transition is the most important focus albeit supported by the “place” and technology aspects. A new work environment supported by appropriate technology tools can improve employee engagement and productivity. Sufficient and appropriate Change Management practices enable employees to transition smoothly.
Key Highlights: Industry Research from other programs shows that:• The employee experience can increase up to 68% by implementing a flexible work place. • Productivity of employees increases between 20-30% when measured on a pre and post survey basis.
Focus on Employee Experience: Our initial completed pilots identify the benefits of::• Increase our team and collaboration space.• Include more comfortable places to work.• Increase access to sunlight.
Key Pilot Projects (2013-14):• Campus Buildings, Mt. Laurel, NJ – USRE, Bus Solutions, PMO and Strategic Sourcing, Audit, IT • JRR Building A, South Portland ME – Risk /related and Information Management teams
Success Measurement: Pre and Post Survey results
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FlexWorkPlace - Program Objectives
Build our Momentum in creating a world-class work, connected workplace Align physical premises to support TD Bank’s strategic visions and goals Ensure FWP is a key enabler in supporting the objectives in improving the overall
workplace experience Effectively partner with our Shared Services colleagues in developing and
delivering sustainable and cost-effective programs Appropriately engage our LOB clients in program and space development to
support changing workflow processes Address FWP Opportunity in all New/ Refresh Builds Implement FWP “Hoteling” Touchdowns at targeted RMU locations
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Workplace Transformation – Center Of Excellence
Design and Workplace
Effectiveness Lead
Information Management, Technology,
and Tools Lead
Human Resources and Performance Management
Lead
Program Management
Lead
Change and Communication
Management Lead
Workplace Transformation
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Effective Partnerships Deliver SuccessAligning Shared Services Support
Effectively partner with our Shared Services colleagues in developing and delivering sustainable and cost-effective programs
Human Resources – Liaison with LOB/Function HRBP and aligns FWP benefits to their HR initiatives – including attraction and retention goals and productivity measures in managing staff in a virtual environment
Learning/Change Management – Owns change readiness deployment. Develops, manages and facilitates the comprehensive change and communications plans as well as LOB client messaging
Information Technology – Owns implementation and support for the FWP technology, tools and templates as well as coordinating, completing and communicating enhancement requests from LOBs. Key liaison with broader IT Organization on emerging technology trends, tools and applications that can be supported or piloted within the FWP environment
Design, RE Strategy, Finance, Analytics and PM Teams – FWP can only succeed through effective relationships with internal RE partners, ensuring consistency in both product and delivery
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An Alternative Work Strategy
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Defining work by ‘what you do’ – not ‘where you do it’
About leveraging technology to enhance employee productivity
A collaborative workplace design with a high level of Business Unit input
About attracting & retaining the best talent in the market
About organizational flexibility
About supporting business continuity when the unexpected happens
About improved work/life balance
About efficient space utilization as a result of an increasingly mobile workforce
About reducing the Green House Gas emissions from our Real Estate portfolio
It is…
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Our qualitative business case is focused on our people
work-life balance environmental sustainability performance-based culture
TD Targets
Employee Engagement
TD Targets
CO2 metric tons / sq.ft.
TD Targets
Ability to CollaborateEmployee SatisfactionSense of Community
Work & Travel Commuting Ability to Concentrate
Access to People & Info
Decision Speed
+5% +10%+10%
-20%-20%
+10%+15%
+15%
+20%
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FlexWorkPlace delivers choice to our employees
People working when, where and with whom they need to be most productive.
Technologies that facilitate secure, mobile, quick and innovative work practices.
Workplace environments that eliminate waste and best support the tasks at hand.
Services that support the daily functional needs of the workforce.
Unmanaged people unplugging from each other and their work.
New, unproven technologies that fail to meet workload expectations.
A Work from Home Initiative Crowded, noisy workspaces with little privacy or enjoyment.
Increased hassle throughout the day.
PEOPLE
TECHNOLOGY
PLACE
PROCESS
What FlexWorkPlace Is What FlexWorkPlace is Not
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WorkStyle Classification
A Mobile Employee Schedules places to work in the office
environment as needed, does not have an assigned workstation.
Rotates frequently between workplace settings.
Meeting rooms, huddle rooms other floors and meetings with business partners
May have a Choice@Work agreement with his/her people manager
Is without special accommodation needs specific to his/her workstation
Is assigned :• a laptop, • a Blackberry, • a wireless stick for remote connectivity,• collaboration software (Live Meeting and Office
Communicator)
A Resident Employee
FlexWorkPlace supports two styles of work – resident and mobile. Each employee undergoes a thorough review of the Workstyle that best fits his or her job function.
Requires an assigned workstation because of his/her job function
Does not work frequently from meeting or project rooms
May require consistent oversight by his/her manager
Requires special accommodations that can only be met by an assigned workstation
Is assigned:• a desktop, laptop or ThinClient Device,• collaboration software (Live Meeting and Office Communicator)
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Illustrative Floor Plan
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Open Workstations
Quiet ZoneBoardroom Collaboration Cafe
Meeting &Collaborative Spaces
Touchdown Area Open Workstations
Neighborhoods
FlexWorkPlace Implementations
12000 Building, Mount Laurel, NJ - 175 Users – Real Estate, Strategic Sourcing, Change Management and Dodd-Frank teams
John Roberts Road, South Portland, ME - 90 Users - Information Management, Shared Services, Retail Credit Risk Management, Basel, Enterprise Risk Management, Data Governance, and Credit Risk Analytics
9000 Atrium Way, Mount Laurel, NJ - 110 Users – Audit Group
12000 Building, Mount Laurel, NJ – 120 Users – Marketing /CAPA –July, 2014
Farmington Hills, Michigan – 85 Users – TDAF – November, 2014
17000 Building, Mount Laurel, NJ - 625 Users – USTS - Calendar 2014-15
Current and Planned Programs
West Falmouth Crossing, Falmouth, ME – 625 Users – Various 2015
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PEOPLE PLACE TECHNOLOGY PROCESS•Working when, where and with whom required at any given time
•Improved collaborative areas
•Wireless technology •FlexWorkPlace Policy
•Improved feeling of belonging/team
•Bright, open, lots of natural light
•Work-station Reservation System
•Multi functional devices (MFD) Scan, Print, Fax and Copy
•More face to face time that is specific and valued
•Café on each floor •Increased bandwidthNow – 10 mbsFlexWorkPlace - 100 mbs
•Team decisions for work effort
•Improved decision speed •Multiple types of meeting space
•VOIP phone •Centralized Hard Filing
•More access to leadership •New modern Furniture
•Speed to Market
•Consistent new AV equipment – Workspace Refresh program
•Enterprise Paper Neutrality – Paper Management – Virtual Filing
•Improved Work – Life Balance
•Business Continuity •Office Communicator Suite – Live Meeting & Instant Messaging
•Reduction in GHG’s
There are many benefits attributed to working in a FlexWorkPlace environment. For clarity, they have been categorised into 4 specific areas that are consistently measured to identify success.
Benefits of FlexWorkPlace
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Making the Decision - Assessment Process
Two phased approach:
Phase 1Complete an Assessment Process, 3 components
Executive Interview
Direct Report Interview
Assessments1. Technology AssessmentHigh level inventory of the technology used by your business to accomplish work every day
2. FlexWorkPlace Interest SurveyQuick survey to gauge employee interest in new ways of working
3. Workplace Observation StudyCompleted by a representative from the business unit this survey is to identify how well the workspace is being used on each floor at different periods of time throughout the day
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Making the Transition: Teaming for Success Phase 2 - What resources does the business unit commit? The business unit is responsible for providing resources for both the project management and communications/people change work streams for the duration of the project. Picking the right team for these two work streams is critical.
ProjectSponsor
BusinessOwner
ProjectManager
• Business Coordinator
• Implementation Assistant
• Move Captain
Project ManagementWork Stream
IT Relationship Manager
• IT Project Manager
• Implementation ManagerCoordinator
Real Estate Relationship Manager
• TD Real Estate ProjectManager
• Real Estate ProjectManager*
• Move Manager*
Human Resources and Communications Lead (s)
• Communication Lead
• Training Lead
• Department RelationshipManager
• Change ChampionsTechnology
Work StreamReal Estate
Work StreamPeople ChangeWork Stream
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People Change – Impact on Culture and BrandPeople Change Work Stream
This work stream does two main things: guides leaders on the roles they play through the FlexWorkPlace transition, as well as provides people managers and employees with the communication, training and support they need to make a shift in thinking and actions to accomplish their work. The following are key roles and responsibilities that fall within this work stream:
Leadership at all levels of the business unit – actively work together to visibly support the transition and engage employees before, during and after the move
Transition lead – ensures that TD employee experience requirements are met and that change management is consistent with the culture of the business unit. The overall project manager is responsible for engaging a transition lead. The business owner can help to identify an appropriate internal candidate if available
Communication lead – creates and distributes communications to stakeholders
Training lead – develops and delivers training for stakeholders
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People Change (cont’d)
People Change Work Stream - Continued
Department relationship manager – acts as the “go to” person for employee questions and concerns
Change champions – represent groups within the business unit and help to influence the successful implementation of FlexWorkPlace leading up to the physical move to the new environment
House council – represent groups within the business unit and help to sustain the FlexWorkPlace implementation after the physical move to the new environment
This work stream also requires the support and guidance of the business unit’s Human Resources advisor at various stages of the implementation.
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Program Sustainment – The House Council
• The House Council’s purpose is facilitating sustained adoption: “making it work”
• The House Council:– Engages and involves members to improve the employee experience– Encourages and (sometimes enforces) new and desired behaviours– Instils the desired behaviours within the team and leads by example– Addresses sustainment issues and concerns as quickly as possible– Escalates those issues/concerns that cannot be resolved at the House
Council level
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House Council - Roles & Responsibilities
Communicate, communicate, communicate!• Communicate the vision and objective of FlexWorkPlace in the short term and longer term for
the business
• Provide the conduit and mechanism for employees to voice their questions, concerns, issues and suggestions
• Co-ordinate communication to ensure consistency, quality and timeliness of messages Setup a House Council email address and use of Connections Site
• Identify change issues at the earliest opportunity – Don’t let issues fester!
• Periodically share lessons learned with other FlexWorkPlace projects
• Communicate to teams how their concerns/ issues are being addressed.
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Flexible Solutions
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Convertible Workstations
Typical workstation can convert to benching with minimal work by removing a table
Sit /Stand Stations
Allows for different types of work styles and adjusts to the user’s comfort level
Meeting Rooms
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BoardroomProvided in larger corporate offices and/or based upon LOB requirementsReservableAudio visual equipped
Meeting Rooms
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Small Meeting RoomAccommodate 4-6 peopleNon-reservable
Medium Meeting RoomAccommodate 8-10 peopleReservableAudio visual equipped, Optional telepresence
Private Collaborative Spaces
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One on One RoomNon-reservable meeting area generally for two-people Private phone calls or small meetings
Phone RoomDesigned to accommodate private phone calls, and heads down workNon-reservable
Open Collaborative Spaces
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SalonIntended for impromptu individual meetings and small group collaboration
Open Collaborative Spaces
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Huddle RoomDesigned to accommodate collaborative or less formal meetingsNon-reservable
Open Collaborative Spaces
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Scrum BarIntended for impromptu group meetings and team work sessions.
TrellisIntended for impromptu individual meetings and small group collaboration.Creates a sense of place in an open environment