“So we work across different environments, where food and drinks at all times of day are really important. Grab and go concepts across our estate are evolving constantly - convenience, quality and choice each play a key role in what our customers and clients want.
“Technology is vital in supporting us to deliver grab and go concepts effectively. Over the past year, we have implemented some exciting innovation in this area.
“A great example is our frictionless stores and in 2023 we launched some world firsts. One is using Amazon’s Just Walk Out technology in a healthcare location, at The Shrewsbury and Telford Hospital NHS Trust.
“Similarly, within defence we opened the frictionless store at the Defence Academy of the United Kingdom, the first of its kind within a Defence estate. The outlet brings the very latest technology to the establishment which delivers world-class professional defence and security education.
“Shopping at locations with this tech is designed to be an effortless experience, made possible by artificial intelligence. It means that when the guest completes the shopping experience, they can leave the store without waiting in line and the nature of the facilities also means they can be available 24/7.
“These stores enable us to provide an expanded range of food to go, such as sandwiches and salads, plus hot and cold drinks.
“Another interesting first for our One Retail team will be the project we’re developing in Warwick Hospital. Due to open early next year, the development of a new entrance, will see retail offers launched within the hospital.
“We will combine two high street favourites to create a hybrid Marks and Spencer and Costa Coffee, bringing innovative digital screen self-ordering tech. And to ensure that the NHS’s mandated 24/7 offer is also available, we are introducing smart fridges, which will mean people can access grab and go food at any time of the day.
“Within ESS, we’ve introduced micro markets into several of our Government contracts, so that personnel working outside of core hours can access healthy, nutritious food and a variety of snacks and drinks throughout the day.
“At MOD Abbey Wood, we’ve opened a new self-service convenience outlet which stocks food and drinks for now, as well as ingredients and meal options for later - meeting the needs of customers who don’t want to leave the site to purchase basic provisions and with extended opening hours for those working early or late.
“We’re seeing great success with these concepts. I think these examples bring to life how important grab and go is within our offers and that it’s an exciting area of fast paced innovation. Getting the food offer right alongside the tech, means we can continue to deliver for those we serve within busy, regulated environments such as hospitals, Government and defence sites.”