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.