In An Emergency


Business Plan 2020 - 2025

Business Plan Summary

An independent benchmarking and efficiency review was carried out by Red Quadrant, which specialises in the transformation of public sector operations. It looked in detail at various service areas, and included extensive consultation with clients and stakeholders.

The findings are helping to inform our change agenda and will assist the development of a target operating model for States Works.

It concluded States Works is best placed to continue all existing services, which will deliver a number of benefits to the island: -

  • build on the existing deep expertise and strong staffing base
  • ensure the current social, community and economic benefits are retained
  • continue to support a resilient and reliable emergency response resource

Our employees and customers both feature heavily in this business plan. The successful delivery of our aims and objectives will only be realised if we listen to them and understand their needs.

The plan also reflects the vision and direction of Service Guernsey and the public sector reform that will shape future service delivery.

Key areas of focus for the next five years are:


We will introduce new systems to improve the availability and quality of data to support all operational and investment decisions.


We will invest in our IT so staff can support service improvement and deliver a consistently high standard.

Flexible Working

We will ensure staff can work flexibly, through technology, training and support, job descriptions and work allocation.

Service Level Agreements (SLAs)

We will develop commercial SLAs, linked to clear outcomes, that incentivise improvement and drive continued efficiencies and savings.

Skills and Capacity

We will embrace change, investing in skills to support this and to introduce new technology and different ways of working.

Business Intelligence

We will develop systems and skills to support performance management and inform business development.

The successful delivery of our outcomes will be subject to regular monitoring and review as we seek to deliver continuous improvement and affirm a new operating model based on quality data.

pdf icon States Works Business Plan 2020 - 2025 [1Mb]

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