The Departmental Head of Profession for the Home Office told us about the need to build structures that allow ideas to flow and give people time outside of their day job. He told us about HM Passport Office’s continuous improvement team and their role in addressing pain points for customers. He also told us about their Quality Framework which trained around 1,000 people to identify issues and raise them.18 We also heard about how the ODP’s Centre of Excellence, which launched in March, will give people the ability to share ideas not just across their organisations, but across the whole profession.19 The wider operational delivery workforce