'A unique integration': How Direct Line Group made the hybrid workspace more efficient and safer
A clear brief is key – but don’t let it become a restriction
With approximately 10,000 employees across the UK, Direct Line Insurance Group (DLG) wanted to better understand how its facilities were being used, in order to strengthen its workplace experience.
The company's property team, led by Steve Thorburn, knew that having reliable occupancy and usage data would help to shape their property strategy. The information would provide insights into the building users' needs and how to best support their working practices.
The team began exploring options for software that would yield such data in 2017, but deferred the project until the Covid-19 pandemic hit in 2020. With limitations of the existing systems to support pandemic measures, the DLG team compiled a comprehensive operational requirement document and reviewed the options available on the market.
The property team wanted a system that would allow them to implement pandemic measures such as Track and Trace and social distancing, but also enable employees to book desks and collaboration spaces. The new system had to be intuitive, flexible, mobile and easily accessible to team members.
At the same time, the team was reviewing its access control system, looking for a more flexible option that could integrate with various business and HR systems.
Going beyond the brief
Direct Line Group appointed Matrix Booking during this process alongside a cloud-based access control partner.
Thorburn recalls, "All providers we spoke to said that we can scan a QR code to check you into a desk, start a meeting, or confirm attendance via an app, and use lights on desks to show that they are in use. We found this to be a behaviour-driven approach, with no consequences for users who do not follow these steps. For example, what if the QR code did not work? What if an employee doesn't check in?"
It soon transpired that these approaches were heavily reliant on employees' behaviour and added an extra step in what should be a simple process. This sparked a discussion between DLG and Matrix Booking about linking the vendor's resource booking system with the Group's new access control system by developing an API, and only providing access into the building to those who booked a resource there.
Unique system integration
There is currently no enterprise access system on the market that links to resource booking platforms. Matrix Booking took the lead in developing the API, linking it to Direct Line Group's access control system and core business systems. Following successful testing, this integration was released in December 2022.
The integration of the resource booking and access control systems ensures that only those with a resource booking can access the building, making it more secure. It also automatically checks employees in, removing the need for a separate process and making the workplace experience more comfortable and productive.
Enhancing workplace experience
Direct Line Group now uses the booking data to understand how resources are being used and the general pattern of activity within its portfolio of offices. The team can see how many bookings are being made and fulfilled, helping them to make decisions and adjustments to improve the safety and efficiency of the Group's properties.
The integration is a truly innovative solution designed to support employees' working practices whilst creating better user experiences in the workplace.
"My advice to anyone looking to undertake a similar project is to be clear on your operational requirements, but do not let them become a restriction. You may have a view on how you want to achieve something, but there may be a better way, so let the experts in the field lead these discussions," summarises Thorburn.
Paul Scott is CTO at Matrix Booking