MSP Workforce Solution for Utilities Leader Northumbrian Water

CASE STUDYBy Rullion on 19 August 2025

In late 2024, Rullion implemented a compliant, high-performing MSP workforce solution for utilities leader Northumbrian Water Group (NWG).

NWG delivers essential water and wastewater services across Northeast UK, Essex, and Suffolk. As the organisation prepared for its next regulatory period (AMP8), digital transformation took centre stage and with it, the urgent need for specialist talent in Information Services (IS), data, cybersecurity, and change management to support this transition. NWG partnered with Rullion to act as a strategic partner in delivering its people strategy during a pivotal transformation window.

NWG’s Challenge

NWG required a scalable workforce solution tailored to the challenges of the UK utilities sector. Like many regulated industries, NWG faced a set of complex challenges that were heightened by:

A 4-week mobilisation deadline (falling over the Christmas period)
Minimal legacy data
The transfer of 51 critical IS contractors with no service interruption
A parallel implementation of SAP Fieldglass
A need for full compliance and audit readiness from day one

A Sustainable MSP Workforce Solution for Utilities

We deployed a fully managed MSP workforce solution built specifically for NWG’s priorities and digital transformation in utilities. Rullion became a trusted extension of the NWG team, working hand-in-hand with internal stakeholders, aligning to their delivery culture, and embedding collaborative governance to ensure shared accountability throughout the MSP’s rollout and beyond.

Our programme ensured both short-term continuity and alignment with NWG’s wider AMP8 strategy, directly contributing to the water network’s commitment to sustainability, social value, and long-term infrastructure investment.

Mobilised in Four Weeks

Despite the condensed timeline, we transitioned 100% of in-scope workers on time, with no disruption to services. This was achieved through:

Joint governance and daily check-ins
24/7 support over the festive period
Dedicated resource teams covering onboarding, compliance, and communications

Future-Ready Infrastructure

In parallel with operational delivery, we project-managed the successful rollout of SAP Fieldglass and implemented data-led insights to support long-term workforce planning. This allowed NWG to gain:

More time back to focus on their roles
Real-time visibility of workforce spend
Automated approval and compliance routing
Data-led insights on performance and fulfilment

Direct Fulfilment with Niche Flexibility

Rullion fulfilled 100% of roles directly, improving accountability and speed. For specialist roles, we activated pre-vetted, values-aligned suppliers. All of whom signed up to our Supplier Code of Conduct and were held to performance scorecards.

A Personalised Contractor Experience

We brought our Contractor Care programme to life from the outset, providing personalised support to every worker, while also aligning with NWG’s broader values through ED&I initiatives, social value projects, and community partnerships:

Supporting the Innovation Festival 2025
Embedding a roadmap for ED&I and inclusive hiring

“I think both Zoe and Sinead have been helpful and informative and, throughout all of our interactions, a credit to Rullion. No suggestions here just praise and thanks for a recruitment consultancy that values the people it serves.”

- Senior Business Analyst

What We Achieved Together

The NWG MSP has driven strong results across workforce delivery, cost, compliance, and experience. With a strong foundation in place, the MSP is designed for long-term scalability. As NWG continues to evolve throughout AMP8, the programme supports agile workforce planning, improved demand forecasting, and continuous improvement through joint governance and insights-led optimisation.

Seamless Implementation

100% of contractors transitioned on time, despite a condensed four-week window and minimal legacy data.
Effective contingent workforce management with zero disruption to services, preserving business continuity across mission-critical information systems projects during a peak period for infrastructure planning.

Faster, More Efficient Hiring

65 hires made within the first phase, with over 50 still active in post.
6.3-day time-to-offer (nearly half the 12-day industry benchmark) giving NWG a competitive edge in securing in-demand talent.
20.3-day time-to-hire, (vs. 25-day sector average).
100% fulfilment of all live roles through our direct delivery model and agile supplier support for niche needs.

Cost Savings and Control

£15,000+ saved in the first month alone, through improved fulfilment routes and transparent rate control.
SAP Fieldglass implementation enabled real-time cost visibility, audit-ready reporting, and smarter workforce planning.

Exceptional Experience for Contractors

+73.3 ‘World Leading’ Net Promoter Score (NPS) from contractors. Highlighting high satisfaction levels with onboarding, support, and communication.
CV-to-interview ratio of 2.3:1 and interview-to-offer of 2:1, showing strong candidate quality, shortlist accuracy, and hiring manager satisfaction.

Aligned to NWG’s Broader Values

Support for the Innovation Festival 2025, contributing to NWG’s culture of creativity and collaboration.
Inclusive hiring roadmap developed and embedded, with active ED&I tracking and inclusive recruitment training for all delivery teams and suppliers.

“Rullion took a true partnership approach, supported us throughout, and went above and beyond to ensure a successful launch. As a result, a great outcome was achieved for the business.”

— Vendor Manager at NWG

A Recognised Model of Best Practice

This programme has since become a benchmark within our wider MSP portfolio, recognised externally as a leading example of contingent workforce management and shortlisted for two GEM Award categories for our partnership-led success and ability to innovate to achieve great results.

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