GEM Award Shortlist for Two Categories | Rullion Northumbrian Water MSP Partnership

NEWSBy Rullion on 24 July 2025
Rullion is thrilled to announced we've made it to Northumbrian Water’s GEM Awards shortlist for not one but two categories, recognising our values-led delivery and collaborative success as their Managed Service Programme (MSP) provider for contingent labour. 

We’ve been named finalists in the following categories: 

  • One Team 

  • Achieving a Great Result 

These nominations celebrate the spirit of partnership, integrity, and care that defined one of the most time-sensitive and high-stakes mobilisations we've delivered to date.

Two Organisations. One Team. 

When Northumbrian Water (NWG) appointed Rullion as its new MSP provider in late 2024, we co-developed an effective solution to transition serveral contractors through a complex mobilisation. This implementation required rapid action and was shaped by a compressed timeline and limited transitional support. From day one, our commitment was clear: work as one team, not just in principle, but in practice. To form a single, aligned team able to cross-functionally collaborate across delivery, procurement, legal, and contractor care, we implemented: 

  • Daily joint stand-ups - to coordinate progress, tackle issues, and maintain shared accountability 

  • Joint governance sessions – to align decisions across NWG and Rullion leadership 

  • Co-developed escalation plans – that balanced compliance with care for individuals 

  • Shared ownership of communication – including contractor and second-tier supplier updates co-authored and approved with NWG 

  • Transparent reporting – on mobilisation progress, contractor readiness, and onboarding milestone

Despite compressed timelines and legal complexity, within weeks, the partnership was already delivering measurable results: strong NPS scores, uninterrupted service, and a co-created roadmap for contractor care. Every contractor was onboarded on time, every stakeholder was kept informed, and no disruption was felt across NWG’s business. 

“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.” 
– Judith Rutherford, Vendor Manager, NWG 

Doing What’s Right, Not Just What’s Required 

This was a complex, high-risk mobilisation. With several contractors supporting business-critical operations and minimal handover from the outgoing provider, any delay or misstep could have disrupted delivery, damaged trust, and exposed NWG to reputational risk. 

We embedded ourselves fully into NWG’s ways of working, sitting in on stakeholder calls, shaping KPIs together, and aligning every decision to a shared set of values. That meant acting quickly, communicating openly, and stepping up when it mattered most.

When legal complexities in the final stages risked delaying onboarding, we worked hand in hand with NWG to propose a practical, fair solution. It protected continuity, upheld NWG’s values, and ensured every contractor transitioned smoothly. All ahead of the 1 January 2025 go-live. 

Results That Speak for Themselves 

Together with Northumbrian Water, we’ve achieved: 

  • 100% of contractors transitioned ahead of deadline 

  • Zero disruption to critical information services operations 

  • An ‘Excellent’ NPS of 63.6, maintained through Q1 2025 

  • 10-day average onboarding time 

  • Accelerated contractor readiness 

  • No legal disputes or reputational risk 

  • A co-created roadmap for contractor wellbeing, engagement, and retention 

“There was a huge amount at stake but no drama, no panic. Everyone just got stuck in. We focused on the right things, stayed close to NWG, and made decisions that protected people and kept things moving.” 

– Sinéad Scott, Client Services Manager, Rullion 

Recognising a Partnership Built to Last 

We showed up as a strategic partner that added value at every step, and acted in ways that protected NWG’s people, reputation, and future delivery. 

We’re honoured to be recognised by Northumbrian Water through the GEM Awards shortlist, and we’re proud of everyone across both organisations who contributed to this success. 

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