Industry: Engineering, Mobile Assets, Hard Facilities Maintenance, Defence
Services: Operational Strategy Consulting, Data Analysis, Data Visualisation & Dashboard, Project Planning, Helpdesk, Financial Reporting, Training.
The Client is a leading provider of critical, complex engineering services in the defence sector
The contract was incurring £400k penalties and was failing with many operational delivery issues, negatively impacting the commercial relationship between the authority and the client. Staff morale was very low. The situation was not considered sustainable by the new contract director. Both the client and authority were keen to introduce strategic and tactical approaches to improve contract delivery.
We evaluated and develop the contract delivery model, reviewing six service line’s customer journey, financial and operational reporting, helpdesk and communication. We prioritised and implemented 5 key projects – asset replacement resource plan, planned maintenance plan, contact centre processes, standardisation of service lines and performance dashboards.