Our Client’s Stories


Consultancy Case Studies

The Client

A large public body involved in employment services. The security-related nature of the work means that the client’s internal processes need to be particularly robust and stand up to strong public and governmental scrutiny.

The Brief & Challenges

We were brought in to assist with a review of the client’s Business Continuity Planning (BCP) and Disaster Recovery (DR) protocols. The client wanted to gain an understanding of their compliance in relation to industry best practice and general required standards, as well as of the risks they may be exposed to by not having sufficient BCP and DR contingency plans. A review of commercial IT contracts against the marketplace was also required in order to keep IT expenditure and staff training levels within market norms. There was no client ownership of BCP and DR planning. No internal auditing had been carried out for a significant period of time, so gaps and failings in the client’s systems were very apparent.

Our Solution

We undertook several investigations into the client’s business processes. Firstly, we performed a GAP analysis of the client’s BCP and DR systems, comparing to the industry standards. We identified a need to partner with the client’s internal risk, service management and change, and incident management teams who had not previously been integrated into the existing BCP/DR considerations. We also identified numerous unaccounted risks such as insufficient business impact analysis, and a general lack of sufficient planning for unforeseen events. We performed an in-depth review of a selection of critical contracts, looking at historic expenditure, communication of requirements, and actual value delivery.

Key Impact

We provided a comprehensive and insightful report into the client’s current state in relation to standard industry best practice, as well as recommendations to enhance their practices and revitalise their BCP and DR processes. Our investigation identified numerous BCP and DR risks and we laid out a detailed action plan with recommendations on how to achieve risk mitigation and full compliance with industry standards. To ensure an improved focus on high BCP and DR standards going forward, we established a multi-departmental steering group, enabling the client to take a more holistic, whole-business approach when identifying and resolving any future challenges.

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Managed Projects Case Studies

The Client

A prominent public sector body involved in making wide-reaching decisions and required to adhere to stringent legal procedures. The client employs thousands of people across the UK and has a complex infrastructure, with a strong focus on efficiency and data security.

The Brief & Challenges

The client was looking for a supplier who could drive delivery and upskill their workforce in the Service Integration and Management(SIAM) service model. The supplier also needed to lead the completion of multiple projects within a large-scale transformation programme, including strategy definition, SIAM service in sourcing, organisational transition, service desk transformation, IT Service Management (ITSM)tool set strategy, and implementation of a service improvement initiatives. We needed to successfully deliver the project within an initial time frame of just six months. Once the workshop and definition phases were complete there was a further identified need to develop and vary the service requirements in order to adapt to match the evolving programme.

Our Solution

We built the required expert support network and consultancy service as part of the SIAM programme and delivered a core team of SIAM Subject Matter Experts(SMEs),that could respond flexibly and efficiently to the identified milestones and deliverables. We installed the SIAM SMEs to act as centres of excellence in upskilling the client’s workforce in the SIAM Service Tower Model.These SIAM SMEs had the autonomy to own multiple capabilities and deliver efficient, joined up service solutions. To improve the clarity of processes and goals, we precisely defined ITSM tooling requirements for every related project that the client was involved in. This included knowledge & risk management, capacity & demand management, incident & major incident management.

Key Impact

By defining the ITSM tooling requirements and principle documents for each project, the SIAM SME team helped to significantly improve the focus of the entire workforce towards reaching their goals.

The employee coaching and mentoring sessions were integral in ensuring a smooth transition to the new system and greatly improved their approaches to successfully building partnerships with outgoing suppliers, facilitating knowledge sharing, and many other key responsibilities. Upon completion of the initial six-month period, our team of SIAM SMEs was granted a further six-month contract to continue upskilling and transitioning other areas of the department

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Managed Solutions Case Studies

The Client

A high-profile public sector organisation related to national security and whose work requires a great deal of precision and legal adherence. Data security and reliable business processes are a prime concern, reflecting the importance of the work.

The Brief & Challenges

We were tasked with designing, implementing and supporting a completely new video conferencing centre to liaise with parties all over the world. The sensitive nature of the work required a highly reliable, robust and accessible service both for customers and staff. Furthermore, the system needed to adhere to stringent risk-management and security protocols at all times.

Our Solution

We built and integrated the new system from the ground up. This new environment reduced risk and boosted resilience by making critical services such as authentication, DHCP, and DNS available across multiple settings. Reliability was crucial, so we backed up the system between two sites, avoiding service disruption even in the event of site failures. Our design ensures that, in the event of a service outage, the video conferencing facility will remain fully-functional without compromising security. We used Microsoft Windows 7 to guarantee a locked-down kiosk infrastructure and delivered domain-joined workstations ready for user login. We also provided a 3 year ongoing service desk support for the client, giving them a flexible single point for escalation of any technical issues and offering full flexibility throughout.

Key Impact

The client received a custom-designed, seamlessly integrated and fully supported video conferencing solution with exceptional levels of reliability and security to match the sensitive nature of the work involved. Moving forward, the client can rely on industry-leading customer support for any and all technical issues, helping them to adjust to any changes and overcome all obstacles.

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Managed Services Case Studies

The Client

A large UK university with over a dozen offices worldwide and multiple campuses. The client needs to provide high-quality, reliable IT facilities and services to upwards of 2,000 staff, 20,000 students, and an esteemed Computer Science department which is among the largest in the UK.

The Brief & Challenges

The client required IT support services, with our working relationship beginning in 2005. The support package included a fully managed service covering all IT deployment activities. We were responsible for the installation of more than 1,250 individual devices each year and setting up new equipment, as well as updating and maintaining related software and data transfer infrastructures. Beyond this comprehensive hardware and software support, we offered a rapid 12-hour on-site repair services.

As an academic institution dealing with thousands of people, personal data, and often time-sensitive information, the client required exceptional performance and reliability, but also value for money.

Our Solution

The comprehensive managed service we offered encompassed the entire IT cycle, from configuration to delivery, installation and disposal of hardware and software. Due to the large scale of the client’s operations, we utilised a fully insured warehouse facility, enabling us to respond to urgent requests and easily meet any surges in demand. As part of the support package, we supplied a highly experienced Service Delivery Manager to oversee operations and manage the team, ensuring the quality and consistency of all IT services. To further benefit reliability of our support services, we developed and mutually agreed upon various Service Level Agreements (SLAs) with the client. We also built strong relationships with the client’s own staff, enabling seamless cooperation on projects and harmonization of goals.

Key Impact

On of the most significant impacts our work had was a year-on-year reduction in costs for the client regarding IT support services. Despite this significant cost reduction, there has been no drop-in support quality. Beyond this, the long-term nature of our relationship with the client has seen drastic changes in their demands, as well as technological advancements. In our time with the client, SLA satisfaction ratings have always been at 95% or higher, hardware faults have been fixed in under 12 hours, and installations have been completed within five days of any requests. This reflects our ability to respond to requests efficiently and consistently. Due to the success and quality of our IT support, the client still employs our services in an ongoing capacity.

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