Delivering AMP8: Solving the Water Sector’s Talent Challenge

Why a Behaviour-First Train to Deploy Strategy Builds Stronger Workforces

In episode two of Confessions of a Train to Deploy Expert, Rullion’s Dan Crerand (Train to Deploy Director) and Sibel Akel (Marketing Director) discuss why so many “failed hires” aren’t down to missing skills, but to poor behavioural and cultural fit. Drawing on Dan’s experience delivering Train to Deploy programmes in critical infrastructure, they explore how a behaviour-first approach helps employers uncover overlooked talent and build stronger, more diverse teams. Rullion is a workforce solutions provider specialising in regulated and technical sectors across the UK and Europe, helping organisations shift from reactive hiring to long-term workforce strategies. Through solutions like Train to Deploy (TTD), we help organisations move from reactive hiring to long-term workforce strategies, creating talent pipelines built around real roles and values. Why Behaviour-First Train to Deploy Programmes Matter Now Critical infrastructure organisations face workforce challenges that aren’t going away. Skills shortages are structural, not temporary. An ageing workforce, declining enrolment in vocational pathways, and rising demand for regulated technical skills are all putting delivery at risk. That’s why many employers are exploring Train to Deploy strategies. Unlike generic Hire Train Deploy or Recruit Train Deploy models offered by other suppliers, Rullion’s approach flips the order: behaviours and values first, technical skills second. As Dan Crerand explains: “Job specs are often shopping lists of everything a hiring manager could dream of. You’re asking for unicorns, and excluding great people. Start small. Change one role, one spec. Prove it works. Success stories travel fast inside organisations.” The Talent That Gets Missed Traditional recruitment often screens out the very people who could thrive in technical roles. Ex-athletes with years of discipline, parents returning to work with resilience and adaptability, people with disabilities who bring determination, or early-career candidates with creativity and drive - all too often overlooked. Dan traces his philosophy back to a decade: “I started working with underrepresented groups and saw so much potential being missed. I wanted to help clients grow their own talent. That’s where it all started.” These individuals may lack the “perfect CV” or polish in interviews, but they bring the resilience, adaptability, and learning agility that underpin long-term success. Traditional recruitment screens them out. A behaviour-first Train to Deploy strategy screens them in. Why Behaviour Matters More Than Skills Research shows that 46% of new hires fail within 18 months, and almost 90% of those failures are due to poor behavioural or cultural fit - not technical skills. For critical infrastructure organisations, that failure rate means wasted time, repeated recruitment cycles, and delivery risks that quickly escalate into cost overruns. Dan’s work with athletes illustrates the point: people who had been waking at 5am for years to train displayed discipline, timekeeping, and resilience far beyond what a CV could show. Without behaviour-first hiring, this potential would remain hidden. “I spoke to people who had been getting up at 5am for 15 years to train. Their discipline, resilience, and timekeeping were outstanding. But how does an ex-gymnast or high jumper showcase that in a CV? They’re just another name in an applicant tracking system. Recruiters can’t see it, and the industry loses out.” Behaviour-first hiring brings that hidden potential into view. Inside Rullion’s Behaviour-First Train to Deploy Strategy Rullion’s Train to Deploy solution reverses the order. Train to Deploy isn’t a one-size-fits-all bootcamp. Unlike traditional hire-train-deploy providers, it’s built around your roles and your culture. Our TTD services assess behaviours first, then design training pathways for the exact technical and regulatory skills you need. The model includes: Behaviour-led screening via psychometrics and structured interviews Mutual selection, where candidates and organisations evaluate each other Tailored training aligned to your technical and regulatory needs Inclusive pipelines that bring in returners, early-career talent, and people from non-traditional backgrounds Benefits for Employers Unlike generic Hire Train Deploy or Recruit Train Deploy models, Rullion’s Train to Deploy programmes are built around role-specific needs. Our TTD services go beyond training, they’re about long-term outcomes. As one of the UK’s leading Train to Deploy suppliers, we help organisations reduce churn, scale delivery, and meet compliance requirements in critical environments. With Train to Deploy, organisations gain: Faster deployment into critical roles Lower hiring risk through behaviour-first selection Inclusive, diverse talent pipelines Improved retention and long-term capability uplift Commercial flexibility vs contingent labour Stronger Teams Through Diversity Behaviour-first hiring doesn’t just fill vacancies, it reshapes teams. One digital services client initially resisted hiring non-traditional candidates, but after a trial, saw improved creativity and performance across the team. Another leader deliberately brought in behaviour-first candidates every year to diversify his workforce. Over time, he noticed “reverse mentoring” emerge; juniors energising seniors, while seniors passed down knowledge in return. The whole team became stronger. That’s the multiplier effect of Train to Deploy. From Overlooked Potential to Future Workforce Under pressure, it’s tempting to hire quickly for technical capability alone. But short-term fixes rarely last. Hiring someone misaligned to your organisation’s values often means revisiting the same role within months. Dan recalls introducing behaviour-first hiring in the digital sector. Some leaders doubted whether candidates from non-traditional backgrounds could perform. But after one trial, the client saw how a candidate with resilience and drive could rapidly add value once trained. It marked the start of a mindset shift: skills can be trained, behaviours cannot. Why Not In-House? Some employers ask if they could replicate this internally. The reality? Most HR and L&D teams don’t have the capacity to design behaviour-first assessments, manage external training providers, and deliver wellbeing support at scale. Rullion carries that load, while clients stay in control of outcomes. This allows internal teams to focus on delivery while gaining faster deployment, better retention, and long-term workforce stability. Choosing the Right Train to Deploy Supplier Behaviour-first hiring isn’t a quick fix. It’s a long-term workforce strategy that helps organisations unlock overlooked talent, strengthen diversity, and build resilience. If you missed the first part of this series, read Why Traditional Hiring Fails Technical Roles. You may also find The ROI of Train to Deploy and Building Skills, Not Buying Them valuable. To explore how a Train to Deploy strategy could transform your workforce, visit our Train to Deploy page or download the free Train to Deploy Toolkit - a resource designed to help employers compare different Train to Deploy suppliers and understand the full benefits of behaviour-first hiring. The Toolkit supports HR, Procurement, and Leadership teams in comparing Train and Deploy solutions, assessing Train to Deploy suppliers, and understanding the ROI of a behaviour-first approach. It includes: Diagnostics for ageing workforces, rehiring cycles, and persistent skills gaps Business case templates and checklists to help secure stakeholder buy-in Cost comparisons with contingent labour and traditional hiring models Guidance on aligning workforce strategy with ESG, DEI, and resilience goals It’s free to download and ready to take straight into boardroom discussions. This blog is part of our “Confessions of a Train to Deploy Expert” series, capturing conversations between Dan Crerand and Sibel Akel on what’s broken in hiring and how organisations are solving it differently. Watch the full interview here.

MSP Workforce Solution for Utilities Leader Northumbrian Water

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.

Choosing the Right for MSP Delivery Model Your Critical Infrastructure Projects

Why the MSP delivery model matters Your MSP delivery model shapes: Speed – how quickly roles are filled Quality – how well candidates match your requirements Access to talent – how broad or targeted your sourcing is Supplier relationships – how performance is managed Compliance and control – how you meet sector-specific regulations Two of the most widely used MSP vendor models are Master Vendor and Neutral Vendor. Some organisations also use Hybrid approaches. The right choice depends on your skill mix, supply chain maturity, and delivery priorities. Where MSP delivery models overlap No matter which model you choose, your MSP provider should still: Manage the end-to-end process for recruiting and managing contingent workers Act as a single point of contact for hiring managers and procurement Oversee supplier performance, contracts, and regulatory compliance Provide clear reporting, insight, and market intelligence Drive cost control, risk management, and continuous improvement What’s the difference between Master Vendor and Neutral Vendor? The key difference lies in candidate sourcing and supplier prioritisation: Master Vendor: in-scope roles start with the primary supplier’s own network before engaging others Neutral Vendor: opens every role to the full supplier network from day one Master Vendor MSP In a Master Vendor model, your MSP service provider is led by a single primary supplier who fills most requirements (between 60-90%) from their own talent network. When they can’t fill a role, it’s passed to a small group of approved third-party suppliers. When does a Master Vendor MSP works best? High volume of similar roles with quick turnaround times Predictable, repeat skillsets that benefit from direct fulfilment When your primary supplier has deep expertise of your sector and is able to deliver direct fulfilment on in-scope roles Example: A utilities contractor ramping up for a national smart meter installation programme or an energy provider hiring engineers for planned maintenance. Advantages of a Master Vendor model: Faster fulfilment for repeat roles Consistent quality from a supplier that knows your business Streamlined supplier management Risks to manage with a Master Vendor model: Success relies heavily on the strength and sector expertise of the primary supplier’s own network. While a Master Vendor will still work with trusted third-party suppliers for specialist roles, access to ultra-rare or emerging skill sets may still be more limited than in a Neutral Vendor model. Neutral Vendor MSP In a Neutral Vendor model, your MSP service provider acts as an impartial manager. Still overseeing all supplier relationships, enforcing performance standards, and ensuring compliance, but without prioritising its own candidates. All approved suppliers get the same opportunity to submit candidates for each role, creating a level playing field. When does a Neutral Vendor MSP works best? Roles require niche, scarce, or highly specialised skills Broader supplier reach is needed for complex projects Example: A nuclear operator hiring safety case engineers, or a water company recruiting hydrologists and digital infrastructure experts. Advantages of a Neutral Vendor model: Greater reach into niche skill markets Competitive sourcing that can balance speed, cost, and quality Less reliance on a single supplier Risks to manage with a Neutral Vendor model: Potentially slower fulfilment if processes aren’t tightly managed More complex supplier relationship management Hybrid MSP models A Hybrid MSP delivery model blends elements of Master Vendor and Neutral Vendor models to create a more flexible delivery approach. It’s designed to give you the speed and simplicity of direct fulfilment for common roles, while also tapping into a wider supplier network for specialist needs. When does a hybrid MSP vendor model work best? You have a core set of high-volume, repeat roles alongside niche, low-volume requirements. Supply chain maturity varies. Some skill areas are well covered; others need broader reach. Project demand is uneven, with peaks for specific skill sets at certain times. How a hybrid model works in practice: Master Vendor mode for operational or technical roles where the primary MSP supplier already has strong talent pipelines. Neutral Vendor mode for specialist, rare, or project-specific skills where a wider net is needed. Example: A national energy provider may use a Master Vendor approach for meter engineers, field service technicians, and project managers but switch to Neutral Vendor sourcing for cybersecurity experts or nuclear safety specialists. Advantages of a hybrid MSP model: You get the best of both worlds. Fast fulfilment for common roles, wide access for niche needs. Tailored sourcing strategy for each skill area. Can evolve over time as project needs change. Risks to manage with a hybrid model: Requires clear governance and role categorisation so suppliers know when each model applies. More complex performance tracking to ensure both streams are delivering against targets. Master Vendor MSP vs. Neutral Vendor MSP Considerations Master Vendor Model Neutral Vendor Model Speed Faster fulfilment for repeat skills Dependent on supplier responsiveness Access to niche skills Relies on primary supplier’s expertise for in-scope roles and escalation to approved suppliers Immediate access to full approved suppliernetwork Supplier relationship management One dedicated MSP contact managing a smaller, focused supplier group One dedicated MSP contact managing a broader supplier network, ensuring performance, compliance, and consistency across all vendors Cost control Strong for repeat hires Competitive supplier engagement may reduce agency rates Risk Over-reliance on one supplier Possible slower time-to-fill if not managed well Choosing the right MSP model and provider The right MSP delivery model will depend on your current skills mix, supply chain maturity, and delivery priorities. But it shouldn’t stay static; if it does, it could be time to change your MSP provider. Rullion’s MSP model helps organisations evolve their approach over time. Whether that means starting with a Master Vendor model for speed and control, moving toward a Neutral Vendor model to widen reach, or blending the two in a hybrid model. Whatever your challenges, we’ll design and manage a model that supports your projects, meets your regulatory commitments, and strengthens your long-term workforce strategy. With our deep sector expertise and enhanced internal capability, we’re able to achieve industry-leading direct fulfilment rates for our clients, delivering around 90% of roles directly through Master Vendor or hybrid arrangements. For the few highly specialised requirements that fall outside this, we draw on our trusted, vetted supplier network to ensure every role is filled with the right talent. Quick Checklist When it comes to picking the right MSP delivery model, you’ll want to ask yourself: Do we have a high volume of repeat roles or a wide mix of niche skills? How mature and capable is our current supply chain? Is speed or breadth of access our higher priority? How important is competitive supplier engagement to our hiring strategy? Are we prepared for the governance needed to manage multiple suppliers?