| Major utility | Accelerating an outsource transaction, informing decision making with best practice and commercial model options prior to a 2,500 seat outsource. |
| Major Telco | Provided advice to reduce risk after assessing the outsourced operations, cost base and key contracts of Panamanian customer operations, for business operating in a highly competitive market. |
| Major Telco, UK | Review of value-for-money and operation of customer service outsourcing contracts to assess scope for reducing operating cost through price reduction or more rigorous application of service credit regimes in the contracts |
| Major utility | Reducing the risk of repeat multimillion pound fines by the regulator for mis-selling from outsourced sales operation by advising on new supplier and contract. |
| Government department | Researched experience in FS and outsourcing organisations with front and back office integration, to apply it to its problems in delivering a reasonable customer experience efficiently and lower cost. |
| Premium TV | Delivered £2m cost saving in outsource contract after post implementation review and exposure of wilfully inefficient operations to maximize outsourcer’s revenue |
| Utility | Resolved resource issues caused by business preparation workload from major change programme by procuring flexible outsourced service with guaranteed quality at costs 60% below more risky UK internal options. Delivered £15M saving . |
| HMG | Emergency intervention to assess failing outsource provider, identify and recommend improvement actions and provide a view on long term prospects to inform contractual decisions. |
| Mortgage business | Transformation of operating model and technology within outsourced entity, reducing cost and enabling offshoring. Delivered data conversion, improved processes and new servicing, direct debit and other applications. |
| HMG Department of Heath | Advised on the definition, procurement and contract negotiation of a solution to meet volatile, large scale, pandemic-driven demand, by using outsourced contact centre services. |
| HMG Department of Health | Improved customer service through competition and innovative service design, leading strategy development and advising on procurement of £50m contract for outsourced contact centre services. |
| HMG Department for Education | Advised on the procurement of the Get into Teaching Information Service, with a focus on reducing the risk of three successive failed procurements. |