Congratulations Home Office win campaign of the month

Monday 12 February 2018

Congratulations to Home Office who have won January's competition for their 'We are Border Force Heathrow' campaign.

London Heathrow (LHR) airport is the UK’s largest transport hub with huge political and reputational significance. The work of Border Force staff at LHR is at the frontline of our national security.

In October 2016, however, Border Force at Heathrow (LHR) faced significant problems with morale, leadership confidence and disparate cultures across the estate reflected in what were among the lowest staff engagement scores in the Civil Service.

The Internal Communications Unit at the Home Office set an ambitious communications objective to increase engagement, morale and pride, and to deliver cultural change among Border Force Heathrow staff. Home Office led a communications audit to drive insight into communications messages, channels, tone and staff sentiment. The insight report highlights that staff felt overwhelmed by corporate messages, questioned the credibility of communication and were frustrated by the lack of ability to feedback and respond to leaders.

Home Office launched a new, locally-led campaign putting heroes of Border Force at the heart, showcasing the everyday heroism that keeps our border secure. The multi-channel ‘We are Border Force Heathrow’ campaign was designed in-house at no cost. It included posters with powerful imagery placed at strategic locations across the LHR estate, branded We Are Border Force’ case studies, interactive weekly bulletin, and impactful video content for digital TV screens in staff areas.

As a result, the outcomes were:

  • People Survey response rates at Heathrow rose 10 percentage points year on year;
  • Staff evaluation showed that Border Force officers were positively engaging with the campaign – with many describing it as “professional” and “giving you a sense of pride”;
  • Staff sickness levels fell across all operational areas;
  • Improved customer satisfaction rating; and
  • Lower staff turnover.

The team behind the campaign are:

Louise Fulton – Head of Internal Communications, Border Force, Home Office
Faye Wilson – Senior Communications Advisor, Border Force, Home Office
Samuel Dodson – Communications Advisor, Border Force, Home Office
Vicky Pennington – Communications Advisor, Border Force, Home Office
Tahira Shah – Chief of Staff, Border Force Heathrow
Ravinder Soodi, Communications lead, Border Force Heathrow
Cliff Wiltshire – Design Manager

Send your entry forms for February’s Campaign of the Month to Bonnie Melton by the deadline 23 February.