Working From Home: Public Sector Productivity

Question

15:06:00

Asked by

To ask His Majesty’s Government what assessment they have made of the impact of working from home on productivity in the public sector.

My Lords, the Government inherited a situation where public sector productivity remained 6.4% below pre-pandemic levels. This is clearly unacceptable. Our focus is on fundamental reform of our public services, to drive greater efficiency and productivity. Further details on this agenda will be set out in the Budget and spending review. Assessments of the impact of working from home on productivity seem—so far—to be inconclusive. The Government are very clear on the benefits of collaborative face-to-face working, in the Civil Service in particular. Studies by the IMF, the University of Manchester, the CBI, Google and Amazon have set out clear advantages to a hybrid working model.

My Lords, my Question was prompted by an interesting claim made by the Minister’s colleague the Business Secretary. He said that “allowing working from home creates a more productive, loyal workforce”. I suggest that that is a sweeping statement, lacking in hard evidence. This is clearly an area where one size does not fit all. When will we see some credible, data-driven research, across all areas of the public sector, to measure the real impact of working from home on productivity?

I agree 100% with the noble Lord that one size does not fit all. So far, studies have been reasonably inconclusive. Some have shown significant drawbacks to working from home, including a lack of social interaction and the associated mental health impacts that that brings, less progression—especially in the early stages of a career—and less creativity and innovation. But there are also some clear advantages to a degree of hybrid working, including more focused working, the ability to work on confidential issues and some interesting labour-supply impacts, particularly for those with disabilities or childcare responsibilities. So I think the jury is out, but more studies are being undertaken all the time.

My Lords, is it not the case that the biggest contribution to improving productivity, particularly in central government, would be to control and reverse the ballooning size of the Civil Service? It fell by 21% in the time of the coalition Government, but has since increased by 34%. Is not that uncontrolled growth a contributor to poor productivity? Could the first step be to have someone unequivocally in charge of the Civil Service, instead of the fudged arrangements that are apparently about to be continued?

The noble Lord makes an interesting point. The Government inherited a situation where public service productivity remained 6.4 % below pre-pandemic levels, and the ballooning size of the Civil Service—as he described it—under the previous Government may have contributed to that. I do not know the answer to that, but the Chancellor has been very clear that the Government will establish a programme of public sector reform to drive much greater productivity, improving the quality of public services and the value for money that we receive.

My Lords, the Government have inherited a rather shrunken Whitehall estate from their Conservative predecessors, where hot-desking had become the norm in a number of departments. Are the Government confident that, if all civil servants turned up five days a week, there would be enough desks for them to sit at?

No, there would not. One of the benefits of working from home is a much more efficient use of office space. It has a beneficial impact on capital in terms of releasing office space for more productive use, and that is currently what is under way.

My Lords, how does the Minister measure productivity in the public sector?

There are a variety of measures, as I understand it. The ONS has a fairly standard measure. However, the noble Lord is absolutely right that it is much harder to measure productivity in the public sector than it is in the private sector. Measures that the Government are undertaking, such as increasing the number of GP appointments or reducing waiting lists, increase public sector output and therefore productivity.

My Lords, following on from that answer from the Minister, NHS England says that productivity in the NHS has declined by 11% since before the pandemic. At the same time, nearly 40% of the staff in NHS England and ICBs work from home. One of the comments made is that we require managers with experience and training to allow for better management of the flow of patients, so that clinicians who cannot work from home are better able to deliver their services. What is the answer?

I am not sure I am going to be able to answer that right now, but, as set out by the noble Lord, Lord Darzi, in his investigation into the state of the NHS, productivity in the NHS has fallen significantly and is far too low. Improving productivity in the NHS is a key priority. What the noble Lord said about management was really interesting. Emerging studies show that, where workforces are well managed, productivity can rise with working from home. This is a point that the noble Lord who asked the original Question raised in a previous debate on this subject, which I read: the quality of management has a key impact on productivity when working from home.

My Lords, although good management certainly makes a difference, there is strong evidence from academic studies that working from home reduces productivity—although there are other benefits. So far, this Government have been coy about publishing office attendance figures for government departments, as we used to do. Will the Minister ensure that the publication of such figures is restarted and that working from home is limited to those areas where efficiency is not compromised?

This Government have exactly the same policy in terms of civil servants working from home as the last Government: civil servants should be in the office for a minimum of 60% of the time. That is unchanged and those figures will of course be published in exactly the same way. The noble Baroness said that working from home reduced productivity: that is not actually the case, according to many studies. I read one from the IMF recently that said that the positive and negative effects of working from home roughly offset each other, generating no net productivity impact.

Would my noble friend like to comment on the fact that, as a result of the pandemic, disabled people have been able to access work and all sorts of other things—like this House—more than they had previously? I hope that the Government will factor into their examination of this the fact that there are absolutely positive benefits of working from home for those with disabilities.

I 100% agree with my noble friend. Most of the studies that have emerged so far on this subject suggest that there are very positive labour supply impacts of working from home. They particularly apply to those with disabilities who do not have to commute to the workplace and have their home working environment already adapted to their needs. They also apparently apply to those with childcare responsibilities coming back into the labour market.

My Lords, a recently published economic report by Pragmatix has identified the extraordinary gap between urban and rural productivity, including on homeworking, exacerbated by the problem of rural connectivity. Is the Minister aware of some of the local solutions that are now being tried? We are involved in some of those, for example with hosting antennae in church spires and towers and bouncing signals into more remote areas to enable homeworking and to increase productivity. Would he be willing to support some of these important initiatives for the sake of rural sustainability?

It is an interesting question, and the answer is yes, I would be very willing to look at those impacts. As we have been discussing, labour supply has impacts across the economy. In rural areas, where sometimes it is difficult to travel into work, being able to work from home and the ability to have fast-speed internet connections can make a massive difference, and I would be more than happy to look at those issues.

Is the Minister confident that working from home is increasing productivity and does he think there is any correlation between the rise in the number of people watching daytime television and the rise in the number of people working from home?

At no point in any of my answers did I say it raises productivity—just so I am very clear. I will read from the IMF’s report, for the noble Lord’s benefit: “Classic firm and individual micro studies typically find that hybrid working … has a roughly flat impact on productivity. Working from home benefits workers by saving them from exhausting commutes and typically provides a quieter working environment. But by reducing time at the office, it can also reduce employees’ ability to learn, to innovate, and to communicate. These positive and negative effects roughly offset each other, generating no net productivity impact”.

My Lords, are the Government taking into account the effect on customers, and indeed taxpayers? My experience of ringing HMRC was that I was told that the official was working from home and was unable to access the computer necessary to order a tax statement for me. I thought that was odd. I would have thought the infrastructure needed to be in place.

I obviously cannot comment on the particular phone call that the noble Baroness had, but I will say that the same IMF study says: “Some studies … found large positive impacts, typically in more self-directed activities, such as call centre or data entry work”.