HIVE Project Wins IWFM Excellence in Customer Service Award

Press release

Gov Facility Services Ltd HIVE project creates a buzz at 2025 IWFM Impact Awards

An innovative project designed to support prison capacity across 48 prison sites has scooped the Excellence in Customer Service category award at the 2025 IWFM Impact Awards.

From: Gov Facility Services Limited Published 27 October 2025

An innovative project designed to support prison capacity across 48 prison sites in the south of England has scooped the Excellence in Customer Service category award at the prestigious 2025 IWFM Impact Awards.

Gov Facility Services Ltd (GFSL) achieved this success by creating and implementing HIVE, a reporting portal that addresses a critical challenge regarding prison capacity following the pandemic.

The IWFM Impact Awards showcase excellence and innovation across the facilities management sector, with GFSL’s success highlighting the vital role of government facilities services in supporting critical public services and creating positive social impact. In addition to securing the Excellence in Customer Service Award, GFSL also received nominations in two further categories celebrating excellence across Social Value and Equity, Diversity and Inclusion.

Excellence in Customer Service Award

Working in partnership with His Majesty’s Prison and Probation Service (HMPPS), GFSL’s Workflow/DM&A function team developed the low-cost, in-house solution using Microsoft Power BI, to address a lack of accurate, timely data on cells that were out of use.

The HIVE portal combines an up-to-date information with a user-friendly interface to create an effective tool for managing current cells-out-of-use. It has provided a highly visual and accurate daily snapshot of cell status, enabling HMPPS to make more informed decisions on prisoner placement.

The initiative galvanised GFSL’s operational teams to prioritise repairs, ensuring that cells were brought back into use without compromising safety or compliance.

Within 6 months of HIVE’s launch in May 2023, its positive impact on cell capacity was clear. The number of cells out of use was consistently driven down from 266 to below 100, representing a sustained reduction of over 60%.

HIVE showcases how GFSL, as an FM provider, goes beyond its core requirements to help its customer manage a strategic challenge and demonstrates that significant customer value can be delivered without additional costs. Operational teams gave positive feedback, reporting that the highly visual data supports their focus and creates a sense of pride and ownership.

Mark Crocker, Workflow Director at GFSL, said:

We are honoured that GFSL was recognised for our work in Supporting Prison Capacity. It’s a subject that matters deeply, not only to those who live and work within the system, but also to the wider society it serves. Much of what we do happens quietly, maintaining spaces to a safe and decent standard, and finding ways to hold things together when the stakes are high. I’m proud to work alongside so many quiet heroes whose efforts make a difference every day.

Social Value category nomination

The Social Value nomination celebrates the company’s Purposeful Prisoner Working programme, now named CRED, which provides prisoners with real workplace experience in facilities management tasks, from painting and maintenance to larger refurbishments and apprenticeships. The programme creates meaningful employment opportunities that develop practical skills whilst supporting mental health and wellbeing, with participants noting how involvement has restored self-respect and belief in their ability to contribute to society.

Helena Butler, GFSL’s Justice Solutions Manager, said:

It was fantastic to be shortlisted for the Social Value award. Although it wasn’t a win on the night I hope that the nomination in itself and the additional attention this brings to the programme highlights that second chances work and positive outcomes can come from difficult circumstances. The work we do is a credit to all the site teams around our business who go above and beyond in their roles on a daily basis.

Equity, Diversity and Inclusion category nomination

The Equity, Diversity and Inclusion nomination recognises GFSL’s achievement of Disability Confident Level 2 status and embedding inclusive practices throughout the organisation. This initiative has enhanced employee engagement by creating accessible recruitment processes, providing reasonable adjustments, and delivering mandatory disability inclusion training whilst ensuring facilities and systems are inclusive and adaptable.

Zahra Khan, GFSL’s ED&I Lead, said:

It’s encouraging to see our commitment to disability inclusion recognised. Contributing to this work has been a rewarding experience, and I’m pleased to see the positive impact it’s having across the organisation.
Alistair Watters, CEO of GFSL, added:

I’m incredibly proud of our teams for achieving these nominations and our win at the IWFM Impact Awards. These recognitions reflect our commitment to excellence, innovation and doing the right thing – not just for today, but for the future. Whether we’re supporting the justice system through improved prison capacity, helping prisoners build skills for rehabilitation, or creating an inclusive workplace for all our colleagues, these achievements demonstrate how facilities management can make a real difference to society.

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