Challenging assumptions to create better outcomes

Incident leadership, decision-making and escalation was strengthened across the estate without introducing unnecessary resource.

AI Summary
  • The programme achieved a seven-figure net contractual cost avoidance in the first year.
  • Around 200 frontline personnel were trained through 20 bespoke training events.
  • Participant satisfaction for the training was rated at 4.9 out of 5.
  • The partnership avoided adding a separate response layer, reducing cost and complexity.
  • An NPS score of +100 was recorded for the last two years of contract delivery.

Generated with AI

Seven figure

net contractual cost avoidance achieved in year 1

Circa 200

frontline personnel trained

4.9/5

IR course participant satisfaction score achieved

Overview of the challenge

The customer needed a consistent, resilient and scalable way to respond to incidents outside normal working hours across a geographically dispersed estate.

The original contract assumed this would require a new layer of dedicated Incident Responders, adding cost and operational complexity. Together, the customer and Mitie saw an opportunity to challenge that assumption.

The aim was to strengthen incident leadership, decision-making and escalation across the estate without introducing unnecessary resource. This was paired with needing to maintain service assurance and giving frontline teams the confidence and skills to respond to and manage incidents effectively.

Our approach

Rather than simply adding more people, the customer and Mitie designed a capability-based model that built on the skills of existing frontline security teams.

The customer brought its operational priorities, risk considerations and policy requirements. Mitie contributed security expertise, frontline insight and training capability. Together, we created bespoke training, clear operating procedures and defined escalation arrangements covering incident leadership, coordination, reporting and the professional use of body-worn video.

The customer’s Strategic Supplier Relationship Management (SSRM) approach during the service development and implementation stage and now combined with the addition of our ISO 44001-certified relationship they provide a sustained framework for constructive challenge, shared decision-making, joint governance and continuous service improvement. Regular feedback, operational learning and performance insight continue to shape the programme and support ongoing improvement.

The results

The programme strengthened out-of-hours resilience while avoiding the cost and complexity of a separate response layer.

In the first two years, around 200 trained personnel supported the effective management of-out-of hours incidents, following the delivery of circa 20 bespoke training events and 160 hours of classroom learning. Participants rated the training 4.9/5.

By developing existing teams rather than adding dedicated resource, the partnership achieved a seven-figure net contractual cost avoidance while maintaining service assurance. It also recorded an 88% overall contract-delivery score through strategic supplier relationship management 360 feedback and an NPS of +100 for the last two years.

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