His Majesty’s Prison and Probation Service

His Majesty’s Prison and Probation Service (HMPPS) was drowning in a sea of project requests, each with its own manual process. They needed a lifeline to streamline and automate the submission, approval, and conversion of these requests into active projects. Enter the Project triage tool integrated into Microsoft Project for the web (Pftw / Planner).

Initially, the focus was on simplifying project requests, but as the project evolved, it expanded to handle Single Points of Contact (SPOCs), pilot groups, focus groups, and data requests. This unified platform became the go-to gateway for all types of requests.

Before the implementation of the Gateway Systems Management (GSM) app, His Majesty’s Prison and Probation Service operated within a decentralised system for project request management.

Requests were primarily handled through manual interactions, necessitating face-to-face meetings with Kathy, the Head of Business Strategy & Change. During these meetings, project details were verbally communicated, and Kathy manually gathered relevant information. Although an in-house Canvas app existed, its capabilities were limited, especially when dealing with the intricate nature of requests spanning multiple probation regions.

The process of getting people to join focus groups wasn’t working well, as not many were signing up. Focus Group requests were typically disseminated through online bulletins, leading to inconsistent visibility and sometimes missed opportunities for engagement. Similarly, requests designated for Single Points of Contact (SPOCs) or pilot programmes often lacked formal documentation, and could have been rejected or not responded to but was not visible to managers.

Compounding these challenges was the difficulty in submitting requests with broader scopes, such as those spanning all probation areas or specific Probation Delivery Units (PDUs) within a region.

The impending transition into One HMPPS, integrating both prison and probation services, further underscored the need for a centralised and adaptable system.

Change Management Teams required a solution capable of effectively managing the diverse array of request types, encompassing individual prison or probation locations as well as those spanning multiple areas, whether prisons, probation centres, or a combination thereof.

We integrated Project for the web / Planner with the Microsoft accelerator solution. Customisations were made to tailor forms and views for various tables like programs, projects, risks, issues, and decisions. The system was designed to handle parent projects that include multiple prisons or Probation Delivery Units (PDUs), with the ability to create child projects that automatically inherit relevant data.

Additionally, we set up automation to streamline processes, such as escalating risks to issues and sending notifications when tasks are assigned.

CPS created a special app to collect all the necessary project request information for approval. This app helps the Senior Leadership Team at HMPPS get all the details they need to decide on project approvals or rejections. This makes the process clear and efficient, helping the team manage projects better.

The app also became the main place for users to start project requests. It uses Dataverse to make it easy to navigate and submit different types of requests. We have specific pages for Single Points of Contact (SPOCs), data requests, focus groups, and pilot requests, making everything clear and efficient.

To improve user experience, we used elements from the Creator Kit in the canvas app, giving it a sleeker and more intuitive interface. We added advanced sorting and filtering options to help users quickly find and access relevant information.

We also integrated SharePoint to allow seamless attachment uploads directly from the canvas app or the Model-driven app. This ensured that attachments were linked to the corresponding request, making it easy for users and stakeholders to access and reference them.

Additionally, the canvas app became a central place where users could view details of all their outstanding requests across various types. This consolidated view gave users better visibility and accessibility, helping them track the progress of their requests efficiently.

To improve communication and user engagement, we set up automated emails to notify users when their requests were assigned or updated. These emails included direct links to the assignments page of the canvas app, allowing users to easily navigate to the relevant section and take necessary actions. This integration provided real-time updates and communication, ensuring a smooth and transparent request management process for all stakeholders.

Given the complex structure of the combined Prison and Probation Service, which includes around 82 prisons, 12 Probation regions, multiple PDUs, and other regions, the CPS Bizapps team took an innovative approach. They embedded a canvas app within the Project for the web / Planner Model-driven app, allowing users to accurately select affected regions for the parent project. This streamlined process helped create corresponding child projects for all selected prisons or regions, ensuring comprehensive coverage and efficient project management across the organisation. Key players included 12 dedicated region teams and about 72 change managers and officers using the Gateway Systems Management (GSM) apps.

The combination of Project for the web / Planner, Dataverse, and Power Automate, with Power Bi reporting overlaying all the processes provided the foundation for a robust, centralised system.

says Sarah Burnett, Change Systems Manager – Business Strategy & Change at His Majesty’s Prison and Probation Service

The Senior Leadership Team uses a business process flow to guide project requests through predefined stages before deciding to accept or reject them. This structured approach ensures thorough evaluation and adherence to protocols. Once the Senior Leadership Team endorses a project within this flow, a new project is automatically created using a Power Automate flow. This seamless integration reduces manual effort and enhances efficiency in project management within His Majesty’s Prison and Probation Service.

We customised the Project for the web / Planner accelerator Power BI report to show and hide information critical to His Majesty’s Prison and Probation Service. This tailored approach helped users focus on important data, improving decision-making and analysis.

We also developed five additional Power BI reports for different request types. These reports were embedded into the Project for the web / Planner model-driven app, allowing users to filter data by organisation, area, and status. This provided a comprehensive overview of request demands, helping users make informed decisions and allocate resources effectively.

Additionally, we introduced innovative heat maps to visualise the status and impact of projects across different probation regions. These heat maps used a RAG (Red, Amber, Green) impact scoring system, enabling stakeholders to quickly assess the current status and prioritise actions. One heat map showed project requests, while another provided a combined overview of accepted requests. These visualisations offered valuable insights into project dynamics and supported proactive management strategies within His Majesty’s Prison and Probation Service.

With the GSM app in full swing, end-users embraced the structured approach to project request submission and management.

The app’s overview feature now offers insights into the types and volumes of requests, providing a clearer picture of business demands across regions. Approximately 72 members of the Change Team across 12 regions regularly use the apps, assigning tasks and updating their progress.