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?

The ROI of Building Talent Internally

A Train to Deploy strategy offers a smarter, more sustainable way forward. Cost reduction, accelerated readiness, and a workforce designed to meet both today’s demands and tomorrow’s opportunities. Often referred to as a Hire Train Deploy model or Recruit Train Deploy strategy, Train to Deploy (TTD) is a workforce transformation solution that combines bespoke training with targeted deployment. It enables you to source talent based on behaviours and potential, then develop the technical skills your business needs. It’s a scalable workforce solution that delivers tangible ROI and long-term resilience. 1. Direct Cost Savings Lower recruitment spend You invest in readiness, not agency margins. External hiring often comes with hefty costs, agency fees, advertising, multiple interviews, onboarding, and more. And when those hires don’t stick, the cycle starts all over again. TTD reduces recruitment spend and reactive hiring by creating a pipeline of pre-trained, aligned talent. Spend shifts away from repetition and toward lasting capability. Reduced contractor reliance Reduce your dependency on high-cost, short-term fixes. A Train to Deploy strategy lets you build a pipeline of job-ready talent that meets your real-world operational needs. You’re able to scale back short-term or high-cost contingent labour and build talent capacity internally. This gives you more financial flexibility and control over your workforce model. Higher retention rates Investing in the right foundation leads to better long-term outcomes. When candidates are trained specifically for your roles, systems, and culture, they stay longer. With TTD, training is front-loaded and role-specific. People arrive more confident, capable, and connected to your purpose. That leads to lower attrition, less churn, and reduced hiring costs over time. 2. Value Beyond the Bottom Line Faster onboarding, faster productivity One of the biggest hidden costs in recruitment is lost time: the two-month ramp-up, the slow integration, the inconsistent onboarding. Our Train to Deploy solution shortens that curve. With role-specific onboarding delivered in advance, new hires contribute faster, helping you unlock value from day one. Inclusive hiring, by design Traditional hiring filters often exclude great candidates who don’t match a perfect CV. TTD is built around a behaviour-first approach. If someone has the right mindset and potential, Rullion helps develop the skillset, regardless of background, career history, or qualifications. We call it inclusion without limits. And it helps organisations build community-reflective, inclusive talent pipelines that improve DEI metrics and culture, without compromising on quality or readiness. Higher engagement and performance When people feel prepared, supported, and set up for success, they thrive. X helps turn every new hire into a high-potential one. By nurturing confidence early and delivering job-specific training up front, it supports stronger retention, better collaboration, and more engaged, high-performing teams. That means better value per headcount and a stronger culture. 3. Future-Proofing the Workforce Building skills before you need them Whether you’re preparing for an infrastructure expansion, facing a retirement cliff, or adopting new technologies, a Train to Deploy solution helps you build skills in advance. By aligning talent development to your strategic goals, you’re never caught short when demand shifts. It’s one of the key benefits of Train to Deploy, enabling you to grow capability at pace with opportunity. Built-in resilience Organisations that build from within are better equipped to handle evolving industry or project landscapes. A Train to Deploy model gives you the agility to scale teams, adopt new technologies, or respond to regulatory shifts. With a workforce already trained and aligned. The ROI of Train to Deploy is beyond just pounds saved; it’s in adaptability gained. Institutional knowledge transfer By redeploying contractors or training new hires to shadow outgoing specialists, a Train to Deploy framework helps retain hard-won expertise that might otherwise walk out the door. This workforce transformation strategy makes sure knowledge transfer is captured through structured training and handovers. It protects institutional knowledge, safeguards IP, and ensures continuity during transitions. The ROI Goes Deeper Than Cost Yes, Train to Deploy delivers tangible cost savings. It also transforms how your organisation functions. This long-term workforce transformation is where the true ROI of Train to Deploy is realised: in cost, capability, and culture. When you invest in internal capability, you don’t just plug gaps. You shift from reactive hiring to future-fit teams. You create a workforce that reflects where your business is today and where it’s going. Want to see how Train to Deploy could deliver ROI for your organisation? Download the Train to Deploy Toolkit or visit our Train to Deploy solution page to explore how this strategic workforce solution can help you get work done. Ready to quantify the ROI of building talent from within? Book a discovery call with one of our consultants.