Month: April 2021

Reimagining the office and work life after COVID-19

By Brodie Boland, Aaron De Smet, Rob Palter, and Aditya Sanghvi
View the original article here

The pandemic has forced the adoption of new ways of working. Organizations must reimagine their work and the role of offices in creating safe, productive, and enjoyable jobs and lives for employees.

COVID-19 has brought unprecedented human and humanitarian challenges. Many companies around the world have risen to the occasion, acting swiftly to safeguard employees and migrate to a new way of working that even the most extreme business-continuity plans hadn’t envisioned. Across industries, leaders will use the lessons from this large-scale work-from-home experiment to reimagine how work is done—and what role offices should play—in creative and bold ways.

Changing attitudes on the role of the office

Before the pandemic, the conventional wisdom had been that offices were critical to productivity, culture, and winning the war for talent. Companies competed intensely for prime office space in major urban centers around the world, and many focused on solutions that were seen to promote collaboration. Densification, open-office designs, hoteling, and co-working were the battle cries.

But estimates suggest that early this April, 62 percent of employed Americans worked at home during the crisis,1 compared with about 25 percent a couple of years ago. During the pandemic, many people have been surprised by how quickly and effectively technologies for videoconferencing and other forms of digital collaboration were adopted. For many, the results have been better than imagined.

According to McKinsey research, 80 percent of people questioned report that they enjoy working from home. Forty-one percent say that they are more productive than they had been before and 28 percent that they are as productive. Many employees liberated from long commutes and travel have found more productive ways to spend that time, enjoyed greater flexibility in balancing their personal and professional lives, and decided that they prefer to work from home rather than the office. Many organizations think they can access new pools of talent with fewer locational constraints, adopt innovative processes to boost productivity, create an even stronger culture, and significantly reduce real-estate costs.

Before the pandemic, the conventional wisdom had been that offices were critical to productivity, culture, and winning the war for talent. Companies competed intensely for prime office space in major urban centers around the world, and many focused on solutions that were seen to promote collaboration. Densification, open-office designs, hoteling, and co-working were the battle cries.

But estimates suggest that early this April, 62 percent of employed Americans worked at home during the crisis,1 compared with about 25 percent a couple of years ago. During the pandemic, many people have been surprised by how quickly and effectively technologies for videoconferencing and other forms of digital collaboration were adopted. For many, the results have been better than imagined.

According to McKinsey research, 80 percent of people questioned report that they enjoy working from home. Forty-one percent say that they are more productive than they had been before and 28 percent that they are as productive. Many employees liberated from long commutes and travel have found more productive ways to spend that time, enjoyed greater flexibility in balancing their personal and professional lives, and decided that they prefer to work from home rather than the office. Many organizations think they can access new pools of talent with fewer locational constraints, adopt innovative processes to boost productivity, create an even stronger culture, and significantly reduce real-estate costs.

The reality is that both sides of the argument are probably right. Every organization and culture is different, and so are the circumstances of every individual employee. Many have enjoyed this new experience; others are fatigued by it. Sometimes, the same people have experienced different emotions and levels of happiness or unhappiness at different times. The productivity of the employees who do many kinds of jobs has increased; for others it has declined. Many forms of virtual collaboration are working well; others are not. Some people are getting mentorship and participating in casual, unplanned, and important conversations with colleagues; others are missing out.

Four steps to reimagine work and workplaces

Leading organizations will boldly question long-held assumptions about how work should be done and the role of the office. There is no one-size-fits-all solution. The answer, different for every organization, will be based on what talent is needed, which roles are most important, how much collaboration is necessary for excellence, and where offices are located today, among other factors. Even within an organization, the answer could look different across geographies, businesses, and functions, so the exercise of determining what will be needed in the future must be a team sport across real estate, human resources, technology, and the business. Tough choices will come up and a leader must be empowered to drive the effort across individual functions and businesses. Permanent change will also require exceptional change-management skills and constant pivots based on how well the effort is working over time.

We recommend that organizations take the following steps to reimagine how work is done and what the future role of the office will be.

1. Reconstruct how work is done

During the lockdowns, organizations have necessarily adapted to go on collaborating and to ensure that the most important processes could be carried on remotely. Most have simply transplanted existing processes to remote work contexts, imitating what had been done before the pandemic. This has worked well for some organizations and processes, but not for others.

Organizations should identify the most important processes for each major business, geography, and function, and reenvision them completely, often with involvement by employees. This effort should examine their professional-development journeys (for instance, being physically present in the office at the start and working remotely later) and the different stages of projects (such as being physically co-located for initial planning and working remotely for execution).

Previously, for example, organizations may have generated ideas by convening a meeting, brainstorming on a physical or digital whiteboard, and assigning someone to refine the resulting ideas. A new process may include a period of asynchronous brainstorming on a digital channel and incorporating ideas from across the organization, followed by a multihour period of debate and refinement on an open videoconference.

Organizations should also reflect on their values and culture and on the interactions, practices, and rituals that promote that culture. A company that focuses on developing talent, for example, should ask whether the small moments of mentorship that happen in an office can continue spontaneously in a digital world. Other practices could be reconstructed and strengthened so that the organization creates and sustains the community and culture it seeks.

For both processes and cultural practices, it is all too tempting to revert to what was in place before the pandemic. To resist this temptation, organizations could start by assuming that processes will be reconstructed digitally and put the burden of proof on those who argue for a return to purely physical pre–COVID-19 legacy processes. Reimagining and reconstructing processes and practices will serve as a foundation of an improved operating model that leverages the best of both in-person and remote work.

2. Decide ‘people to work’ or ‘work to people’

In the past couple of years, the competition for talent has been fiercer than ever. At the same time, some groups of talent are less willing to relocate to their employers’ locations than they had been in the past. As organizations reconstruct how they work and identify what can be done remotely, they can make decisions about which roles must be carried out in person, and to what degree. Roles can be reclassified into employee segments by considering the value that remote working could deliver:

  • fully remote (net positive value-creating outcome)
  • hybrid remote (net neutral outcome)
  • hybrid remote by exception (net negative outcome but can be done remotely if needed)
  • on site (not eligible for remote work)

For the roles in the first two categories, upskilling is critical but talent sourcing may become easier, since the pool of available talent could have fewer geographical constraints. In fact, talented people could live in the cities of their choice, which may have a lower cost of living and proximity to people and places they love, while they still work for leading organizations. A monthly trip to headquarters or a meeting with colleagues at a shared destination may suffice. This approach could be a winning proposition for both employers and employees, with profound effects on the quality of talent an organization can access and the cost of that talent.

3. Redesign the workplace to support organizational priorities

We all have ideas about what a typical office looks and feels like: a mixture of private offices and cubicles, with meeting rooms, pantries, and shared amenities. Few offices have been intentionally designed to support specific organizational priorities. Although offices have changed in some ways during the past decade, they may need to be entirely rethought and transformed for a post–COVID-19 world.

Organizations could create workspaces specifically designed to support the kinds of interactions that cannot happen remotely. If the primary purpose of an organization’s space is to accommodate specific moments of collaboration rather than individual work, for example, should 80 percent of the office be devoted to collaboration rooms? Should organizations ask all employees who work in cubicles, and rarely have to attend group meetings, to work from homes? If office space is needed only for those who cannot do so, are working spaces close to where employees live a better solution?

In the office of the future, technology will play a central role in enabling employees to return to office buildings and to work safely before a vaccine becomes widely available. Organizations will need to manage which employees can come to the office, when they can enter and take their places, how often the office is cleaned, whether the airflow is sufficient, and if they are remaining sufficiently far apart as they move through the space.

To maintain productivity, collaboration, and learning and to preserve the corporate culture, the boundaries between being physically in the office and out of the office must collapse. In-office videoconferencing can no longer involve a group of people staring at one another around a table while others watch from a screen on the side, without being able to participate effectively. Always-on videoconferencing, seamless in-person and remote collaboration spaces (such as virtual whiteboards), and asynchronous collaboration and working models will quickly shift from futuristic ideas to standard practice.

4. Resize the footprint creatively

A transformational approach to reinventing offices will be necessary. Instead of adjusting the existing footprint incrementally, companies should take a fresh look at how much and where space is required and how it fosters desired outcomes for collaboration, productivity, culture, and the work experience. That kind of approach will also involve questioning where offices should be located. Some companies will continue to have them in big cities, which many regard as essential to attract young talent and create a sense of connection and energy. Others may abandon big-city headquarters for suburban campuses.

In any case, the coming transformation will use a portfolio of space solutions: owned space, standard leases, flexible leases, flex space, co-working space, and remote work. Before the crisis, flexible space solutions held about 3 percent of the US office market. Their share had been growing at 25 percent annually for the past five years, so flexibility was already in the works. McKinsey research indicates that office-space decision makers expect the percentage of time worked in main and satellite offices to decline by 12 and 9 percent, respectively, while flex office space will hold approximately constant and work from home will increase to 27 percent of work time, from 20 percent.2

These changes may not only improve how work is done but also lead to savings. Rent, capital costs, facilities operations, maintenance, and management make real estate the largest cost category outside of compensation for many organizations. In our experience, it often amounts to 10 to 20 percent of total personnel-driven expenditures. While some organizations have reduced these costs by thinking through footprints—taking advantage of alternative workplace strategies and reviewing approaches to managing space—many corporate leaders have treated them largely as a given. In a post–COVID-19 world, the potential to reduce real-estate costs could be significant. Simply getting market-comparable lease rates and negotiating competitive facilities-management contracts will not be enough. Real-estate groups should collaborate with the business and HR to redo the footprint entirely and develop fit-for-purpose space designs quickly—in some cases, by creating win–win approaches with landlords.

The value at stake is significant. Over time, some organizations could reduce their real-estate costs by 30 percent. Those that shift to a fully virtual model could almost eliminate them. Both could also increase their organizational resilience and reduce their level of risk by having employees work in many different locations.

Now is the time

As employers around the world experiment with bringing their employees back to offices, the leadership must act now to ensure that when they return, workplaces are both productive and safe.

Organizations must also use this moment to break from the inertia of the past by dispensing with suboptimal old habits and systems. A well-planned return to offices can use this moment to reinvent their role and create a better experience for talent, improve collaboration and productivity, and reduce costs. That kind of change will require transformational thinking grounded in facts. Ultimately, the aim of this reinvention will be what good companies have always wanted: a safe environment where people can enjoy their work, collaborate with their colleagues, and achieve the objectives of their organizations.

How Will Covid-19 Change Demand For Office Space?

Organizations have had to do without the office during lockdown. Will they ever go back?
View the original article here

COVID-19 has focused minds on exactly what the office is for and how central a role it should play in corporate strategies and budgets, as well as making the strengths and limitations of home set-ups all too apparent.

Over the last few weeks, WSP has been considering what the future holds for the buildings where so many of us used to spend so much of our waking hours. From a human point of view, we’ve already explored how we’ll feel about going back to the office and how we might behave differently when we get there. From an engineering point of view, we’ve looked at whether we can virus-proof the office and improve resilience in this and future pandemics. Both of these have implications for how much space organizations might need or want in future, how much that space costs to fit out and operate, and ultimately how much occupiers can, or choose to, afford.

This article is about those decisions: how is demand for office space likely to change as a result of COVID-19?

Why do we need offices? Hasn’t lockdown proved that we can work just as well remotely?

To the surprise of many, COVID-19 has indeed demonstrated that a considerable amount of the work that usually takes place in offices can carry on when they are closed. Some have discovered that they can be more productive at home, and enjoy the freedom of a more relaxed schedule. Few openly mourn their morning commute.

But if COVID-19 has accelerated the trend for home working, it has also revealed its limitations – in a knowledge economy, an organization’s success will still depend on face-to-face interaction, collaboration and serendipity. With universal flexible working, the office could become a vital anchor. “When you’re trying to attract, retain and nurture top talent, the workplace plays a really significant part in how people perceive a business,” says Michael Holloway, general manager of property investment at Kiwi Property, one of New Zealand’s largest real estate firms. “Rather than doing a job interview on a videoconference, you want to go into their space and see how they value other members of staff.”

The office has an arguably even more important role in providing learning opportunities for younger employees, says Jim Coleman, head of economics at WSP in London. “A lot of developing people is not formal training, it’s all the other interactions. There’s still a lot to be gained from being together as a team.” This will apply differently across demographics – with a tension between younger employees’ need for training and senior employees’ greater motivation to work from home. “For people at the start of their careers, there’s probably more desire to be with other people because you’re still learning and you want the experience and the social life that goes with it. Whereas as you get older and you may have settled down and have children, it’s much easier to work from home.”

A greater amount of home working will persist: for the sake of resilience as much as anything else. “The next time a coronavirus comes along, we know we need to move quickly to this model, which means that it has to be in play – at least in part – most of the time,” says Coleman. “I don’t think any business will want to go back to the way things were done, so that has an immediate implication for space.”

 “I don’t think any business will want to go back to the way things were done, so that has an immediate implication for space”. Jim Coleman Head of Economics, WSP UK

How much office space will companies want?

Changing working practices are not the only determining factor. The International Monetary Fund has described the “Great Lockdown” as the worst economic downturn since the Great Depression of the 1930s, and foresees a recession at least as bad or worse than the 2007-08 global financial crisis.

Inevitably there will be a reduction in occupier demand, though it will vary from sector to sector. The worst-affected tourism and leisure industries will need less corporate space, while some professional services firms may be able to continue as normal with altered working practices. Booming sectors like technology and e-commerce are already more likely to embrace virtual working – Twitter CEO Jack Dorsey has said that employees can work from home permanently if they want to. “Companies could see this as an opportunity to downsize, to reduce operating costs and invest more in technology,” says Paul Stapley, vice president in the project management team at WSP in Canada. “Occupiers have already been moving to shorter lease terms. If they’ve only got, say, six months left, they may decide to walk away.”

Organizations had already started to shrink footprints so that they had less than one desk per person, and the recession is likely to accelerate that trend. “In a crisis, there is always a focus on trying to reduce fixed costs like offices,” says Magnus Meyer, Managing Director WSP Nordics & Continental Europe. “The typical tenant will start thinking that maybe they don’t need space for 100% of their employees, maybe only 75% or 60%. Or they might not expand because of the crisis, but just work with the space they have.”

What makes COVID-19 such a strange phenomenon is that its immediate impact will be to push organizations in the opposite direction – they will need more space per employee. Companies have been squeezing more and more people onto floorplates for a long time, with just 8m2 per employee becoming a typical density. For offices to reopen safely and maintain physical distancing, ratios will have to shoot up again, with shifts, staggered start times and continued remote working essential.

It’s too early to say whether we will ever again feel comfortable occupying space in such close proximity to others, which makes the longer-term impact on office requirements very hard to gauge. Perhaps the better question is whether organizations will want the same kind of space that they’ve occupied in the past.

 “Companies could see this as an opportunity to downsize, to reduce operating costs and invest more in technology” 

Paul Stapley Vice president in the project management team , WSP Canada

What kind of office space will organizations want?

Companies will now be well aware that they could make do with less office space. But they may also have realized that they also need better, more resilient office space. “This crisis is probably going to accelerate the need for modern, flexible office space with lots of services,” says Meyer. “The buildings that suffer will be the older ones that tenants just don’t want any more. They’re just the wrong product.” 

Landlords will have to differentiate themselves with added services: “You might call it ‘high-end’, not from a luxury perspective but from a content perspective – you won’t just lease a ‘stupid’ space, you need to fill it with services to help the tenant be more productive, whether that is sustainability or wellness solutions or digital technology.” 

To justify its existence, the office will have to become a destination with a purpose, says David Gooderham, global account director with WSP in London. “If people continue to be the driver for change, as the most important component of an organization’s profitability, businesses will have to provide safe working environments that increase the feelgood factor and ultimately raise productivity and creativity. There’s much that we can learn from this lockdown period to make the workplace better and our interactions with it more effective.”

Holloway thinks the “hotelization” of office space will continue, with workplaces importing some of the home comforts that we’ve become used to. This might mean more relaxed dress codes, but also real planting and soft furnishings, to make spaces more cosy while helping to subtly create distance between people. “We need to think about furniture and other design solutions to create separation without losing the benefits of collaboration. If offices have a future, people need to feel safe in them.” 

Coworking spaces have been leaders in the field of hotelization, and are perhaps the ultimate destination offices. But COVID-19 has left tumbleweed blowing through these buzzy, high-density communities. We’ve considered whether this will be the death of the coworking space in a separate article.

“To justify its existence, the office will have to become a destination with a purpose” 

David Gooderham Global account director, WSP UK

This is another area where the short-term impact of COVID-19 may look very different to how things will eventually pan out. As workplaces start to reopen with physical distancing measures in place, offices in the centre of major cities are the most problematic, often necessitating commutes on crowded public transit. Suburban or out-of-town locations where workers typically drive will be able to resume something approaching normal operations much more quickly.

But if offices become destinations to meet coworkers, get inspiration and exchange ideas, rather than just to sit at a desk, those in buzzy locations make more sense. If organizations don’t need as much space because people work remotely more often, they may choose not to cut their rent bill but to spend the same amount on a smaller, more characterful building in an amenity-rich central location – a much more attractive destination for employees than a featureless office park.

A shift to working fewer days in the office will benefit expensive central locations most, believes Tommy Craig, senior managing director at Hines in New York. “New York is a very challenging place to achieve good work-life balance because it’s extraordinarily expensive to live and raise a family. If you alter that paradigm and allow employees to work from home one or two days a week, the whole work-life balance shifts in the direction of something much more favourable. Commuting 40% less is a big deal, given how large New York is and the length of our commutes.”

Economic activity has strongly clustered in the US’ larger cities over the last 50 years, as employment has shifted from manufacturing to services. Professor Bill Kerr at Harvard Business School has studied the progress of its world-beating talent clusters such as Silicon Valley, which exert a powerful, self-perpetuating global pull for skills and capital. Will they continue to thrive in the post-pandemic world? “What made talent clusters so powerful is that ideas can jump from person to person – of course if germs and viruses are also jumping from person to person, that’s going to make them a lot less attractive,” he says. “This has always been a big challenge for places that were built around interaction and being in close proximity.” If we can get back to work within the next few months, he thinks talent clusters will be secure for some time to come. “But if the pandemic continues for several years, these cities are going to struggle and we may see a more systematic pullback from the clusters. It’s a question of how it plays out over the next year.”

Another impact of COVID-19 could be that companies split operations between several locations, potentially benefiting smaller centres. “A lot ofcompanies are going to be thinking about how they could make their workforce if not pandemic-proof, at least pandemic-resistant,” says Kerr. “Opening a second office might not have made sense historically, but may be something that younger companies should do at an earlier stage. We have celebrated density and packing people together, but that’s putting a lot of eggs in one basket.”

” A lot companies are going to be thinking about how they could make their workforce if not pandemic-proof, at least pandemic-resistant”

 Bill Kerr Professor, Harvard Business School

What about new office developments? Do we really need to build extra space?

This will be down to the dynamics of supply and demand in local markets. In some places, there was already a structural undersupply of modern, high-quality office space, and COVID-19 is likely to exacerbate this, even if the overall demand remains the same. Changes may also take a while to feed through. As CBRE Canada has pointed out, commercial real estate is a lagging industry – two years elapsed before office vacancy rates peaked following the global financial crisis.

The other side of the equation is the supply of capital for office projects. WSP director Gary McCarthy advises financial institutions, and he thinks real estate will still be attractive. “There is a deep pool of capital available for the right assets and real estate will continue to offer long-term investment managers a defensive strategy for their portfolio, and return yields sufficiently above government bonds. There will be specific challenges – regional offices will struggle more than prime city centre offices – but I don’t see there being a drop in capital commitment.”

The big question for investors in the commercial sector, McCarthy adds, will be how to differentiate your asset from the rest. How can you make sure that your office is the one that tenants and their employees want to go to. What will make an office into a compelling destination in a post-COVID world? That’s a question we’ll consider in the next article in the series. Subscribe to receive the latest updates