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Making the Difference with Amey Prisons


Client’s requirements

Amey, a leading infrastructure service provider was approaching end of year 1 of a first generation outsourcing contract, in which they were delivering maintenance services to 61 prisons in the UK. Their requirement was to improve workforce productivity and ensure permissible revenues were recovered from their client.

Our contribution

Turner & Townsend Suiko was commissioned to do a pilot exercise in 3 Doncaster Prisons (The “Doncaster Circle”) to diagnose opportunities and prove processes for realising productivity improvement and cost recovery.

Making the difference

  • Opportunities were identified by engaging employees in value stream and process mapping exercises of maintenance activity, and the cost recovery process.
  • Operational Excellence Assessments were conducted that identified gaps in performance measurement, employee engagement, and vision.
  • A Change Leadership team was formed and coached through applying Kotter’s change process.
  • Workstreams were created and driven to develop and implement:
  • Performance review processes involving employees on a daily basis
  • Scheduling processes for Planned maintenance – realising time savings of up to 17%
  • A redesigned cost recovery process through the application of lean principles and employee and client engagement – resulting in a 70% reduction in time taken to administer and approve reactive tasks.
  • A rolling programme focusing on top 3 reoccurring reactive tasks in order to reduce their frequency / recover costs were applicable.
  • Overall ROI for the client was 2:1

The results and the benefits of the T&T Suiko work to both provider and client are clear to see. Both FM teams (HMP Lindholme and Moorland) are more focussed and both are more consistent in approach and outputs.  The reduction in administration time by adopting a “fast track” way of managing and approving payment for pass through vandalism has been a real ‘win win’.

Alan Procter, North East & Yorkshire Regional Estate Manager

Directorate of Contracted Services

NOMS (Amey’s client)


 I would recommend the T&T Suiko team to anyone embarking upon a change programme and needing the skilled resource to make it happen. The project has been challenging and rewarding.  Looking back at the journey and all the positive outcomes, the hard work has been well worth it. Without the drive, direction and determination of the T&T Suiko team, the project wouldn’t have delivered the desired results.

Ian Millington, Regional Facilities Manager, Utilities and FM,



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