Award-winning UK management consultancy helping public sector organisations do their best work through strategy, digital, procurement, programmes and modern public services. Transformation. Accelerated. About Contact Our Mission Our mission is to help individuals and organisations to do the best work of their lives. Read More Our Services 01 Strategy and Transformation 02 Digital, Data, AI & Technology 03 Procurement and Contracts 04 Programmes and Projects 05 Productivity and Performance 06 Modern Public Services All Services Our Services We can be engaged via: Strategy and Transformation Digital, Data, AI and Technology Procurement and Contracts Programmes and Projects Productivity and Performance Modern Public Services We can be engaged via: Featured Case Studies 01 Economic Renewal Action Plan Programme Driving economic recovery through targeted local action 02 One Oldham Fund Supporting community projects through local funding 03 Housing Options Service Review Transforming housing services to meet growing demand 04 Homelessness Operating Model Redesigning services to tackle homelessness effectively Read More Featured Case Studies 01 Economic Renewal Action Plan Programme Driving economic recovery through targeted local action 02 One Oldham Fund Supporting community projects through local funding 03 Housing Options Service Review Transforming housing services to meet growing demand 04 Homelessness Operating Model Redesigning services to tackle homelessness effectively Read More Insights Read The Full Article Custom Blog Post Link Here June 2025 Custom Blog Post Description Here Custom Blog Post Description Here Custom Blog Read The Full Article Custom Blog Post Link Here June 2025 Custom Blog Post Description Here Custom Blog Post Description Here Custom Blog Read The Full Article Custom Blog Post Link Here June 2025 Custom Blog Post Description Here Custom Blog Post Description Here Custom Blog Read The Full Article Custom Blog Post Link Here June 2025 Custom Blog Post Description Here Custom Blog Post Description Here Custom Blog Clients Our Research Our Latest Report Local Government Procurement Benchmarking 2026 Request Report Available Now What Next for Community Led Services? REQUEST REPORT Better Projects. Project and Programme Management Insights Report Request Report Frameworks We can be engaged via: We can be engaged via: We can be engaged via: We can be engaged via: ESPO - Public Sector Procurement Crown Commercial Services NHS Shared Services G-Cloud 14 Digital Outcomes & Specalists 7 Consultancy+ Constellia We can be engaged via: Contact Talk to us about your requirement and how we can help. First name* Last name* Email* Phone Message SUBMIT

Careers Ready to do the best work of your life? We’re Human Engine, a leading management consultancy specialising in strategy, transformation, digital, commercial, procurement and projects. Our mission is to help individuals and organisations do the best work of their lives, including our own team. Founded in 2018, with roots in local government, we now support central government, regulators, charities and NHS organisations to deliver meaningful, lasting change for their organisations, staff and communities. Our work is varied and impactful, from tackling modern slavery in supply chains to redesigning whole organisations through new operating models. We’re growing quickly and looking for talented, driven people who share our passion for exceptional results and positive change. We value diversity, creativity and collaboration, creating an inclusive environment where ideas are heard and everyone can do their best work. If that sounds like you, we’d love to hear from you. See Live Vacancies "Working at Human Engine has been a game changer for my career. My experiences have helped me grow both personally and professionally. There are a plethora of learning and development opportunities – both formal training and on-the-job experiences. The environment is supportive yet challenging and I am regularly inspired by the great work my colleagues do to deliver positive change to our society. Human Engine invests in its people. It is great to be part of such a supportive and dynamic team." "Working at Human Engine has been a game changer for my career. My experiences have helped me grow both personally and professionally. There are a plethora of learning and development opportunities – both formal training and on-the-job experiences. The environment is supportive yet challenging and I am regularly inspired by the great work my colleagues do to deliver positive change to our society. Human Engine invests in its people. It is great to be part of such a supportive and dynamic team." Michael Curnow Commercial Director Working With Us 01 Part of a Team You will work with experienced consultants and experts who support and guide you as you grow and improve your skills and expertise. We provide our team members with the support and resources required to develop – both personally and professionally. 02 Variety Team members work on various projects with a range of public sector clients. This allows you to gain exposure to new challenges and develop expertise in different areas, which is great for career development. 03 Learning and Development We focus heavily on learning and development that is tailored to the needs and interests of our employees. This includes formal training programmes and on-the-job learning; we are dedicated to helping our team members do the best work of their lives. 04 Career Progression As a small business, the opportunities for individuals to progress are linked to our growth overall – so everyone can make a real impact on the company and their career. We reward individual performance and our business allows for fast career progression – you’ll be promoted as soon as you’re ready. 05 Reward Our team members are our most valuable asset and we are committed to providing them with the rewards they deserve. We offer competitive salaries linked to individual and business performance, recognising and rewarding your hard work. We provide generous annual leave entitlement and a matched company pension scheme. 06 Social Life Our roles are primarily remote, giving people flexibility in how they use their time, but we know it’s good to meet up with your colleagues occasionally! We schedule team meet-ups throughout the year. Sometimes these incorporate strategy days, which allow us to plan for the future of the business…. other times, these are purely for fun. Job Title Here Description of the Role Apply Job Title Here Description of the Role Apply Job Title Here Description of the Role Apply Vacancies Procurement and Contracts Consultants Apply Senior Consultant – Customer Experience Apply Contact Talk to us about your requirement and how we can help. First name* Last name* Email* Phone Message SUBMIT Read More Careers Role Name Here This is the space to tell people about an open position. Describe the role, its requirements and the qualities the business wants to see in candidates. List the benefits that come with the job and tell interested readers what to include in their applications. APPLY United Kingdom Role Name Here This is the space to tell people about an open position. Describe the role, its requirements and the qualities the business wants to see in candidates. List the benefits that come with the job and tell interested readers what to include in their applications. APPLY United Kingdom Role Name Here This is the space to tell people about an open position. Describe the role, its requirements and the qualities the business wants to see in candidates. List the benefits that come with the job and tell interested readers what to include in their applications. APPLY United Kingdom

Senior Consultant – Customer Experience About the Role Customer Experience Transformation is one of the fastest growing and most exciting areas of our business. Using our signature diagnostic model, we help clients to build a detailed picture of customer demand across their entire organisation and design multi-channel access strategies that ensure better outcomes for customers, while lowering costs. We’re looking for experienced consultants to join this part of the business. All our consulting roles involve strategic change in some way – whether developing strategy, designing operating models or delivering savings – so it’s essential that you can demonstrate this experience. This could be from a career within one of our key markets, such as local government or housing, or from a background in consulting. You’ll find examples of the type of work we do on our Case Studies pages and we strongly encourage interested candidates to look through these to get a deeper sense of the work we do. As a Senior Consultant, you’ll be able to demonstrate the following: Experience of customer experience transformation, either from within the public sector or a relevant consulting background. Exceptional analytical skills and substantial experience of having successfully applied these to draw actionable insights from complex customer contact data. Experience of developing customer journey maps to identify opportunities to streamline processes, reduce failure demand and improve customer outcomes. Experience of developing strategies for customer experience and access, including comprehensive engagement and co-production with stakeholders. Experience of operating model design, including designing and optimising digital services and E2E processes from initial contact to order fulfilment or issue resolution. The ability to balance strategic thinking with practical delivery to successfully embed innovative changes in complex environments. Excellent interpersonal skills, able to build relationships at a variety of levels. Excellent communication skills, able to work confidently with technical experts and articulate complex concepts and advice to non-expert audiences. What We Offer Starting salary of up to £60,000 28 days paid holiday plus UK bank holidays Private healthcare Company pension scheme Tax-efficient salary sacrifice pension option with additional employer contributions Free railcard for discount travel for eligible cardholders Flexible working – home-based and with flexible hours when not on client site Regular, all expenses paid team get-togethers, both business and social Learning and development, with the option to pursue professional qualifications Fast progression opportunities, in line with your ambition and performance Work that makes a difference, with clients who give us consistently great feedback Community-based company culture, with high degrees of responsibility, collaboration and support Selection Process First Round Interview – Previous experience and alignment (1 hour, Teams) Second Round Interview – Presentation, case study and forward-looking questions (2 hours, Teams) Apply To apply, send us your CV and a covering letter using the link below. To help us understand more about your aspirations, make sure to let us know what attracts you to this role at this point in time. We don’t use AI in any aspect of our hiring process. We ask candidates not to use AI in their application – we’d much rather hear from the real you. We’ll come back to shortlisted candidates with information about the next steps. We apologise that if we receive a high volume of applications, we may not be able to come back to everyone with individual feedback. Apply About Us Human Engine is a Financial Times top-ranked management consultancy with specialisms in strategy, transformation, procurement, customer experience and digital. We started in 2018 because we believed the public sector deserved better from consulting – more personal, more human and more knowledgeable of the realities of modern public services. All consulting firms say they’re different – with a founding team that came from within the public sector, the Human Engine difference is that we’ve seen it, done it and been on the sharp end of change. We are a small business that punches well above its weight. We’ve been named as one of the UK’s leading management consultancies by the Financial Times every year since 2020 – one of the youngest and smallest firms to make the list. To date we’ve worked with more than 70 clients in local government, central government, the NHS, charitable and regulatory sectors. We’re now looking to add some exceptionally talented and passionate people to our award-winning team.

Procurement and Contracts Consultants About Us Human Engine is a Financial Times top-ranked management consultancy with specialisms in strategy, transformation, procurement, customer experience and digital. We started in 2018 because we believed the public sector deserved better from consulting – more personal, more human and more knowledgeable of the realities of modern public services. All consulting firms say they’re different – with a founding team that came from within the public sector, the Human Engine difference is that we’ve seen it, done it and been on the sharp end of change. We are a small business that punches well above its weight. We’ve been named as one of the UK’s leading management consultancies by the Financial Times every year since 2020 – one of the youngest and smallest firms to make the list. To date we’ve worked with more than 70 clients in local government, central government, the NHS, charitable and regulatory sectors. We’re now looking to add some exceptionally talented and passionate people to our award-winning team. About the Role Commercial, procurement and contracts consulting has been a big part of our business from the very start. From implementing improved contract management capabilities to delivering cashable savings that support sustainable public services, this is one of our key areas of opportunity and growth. We’re looking for experienced consultants to join this part of the business and are open to applications at a range of levels. All our consulting roles involve strategic change in some way – whether developing strategy, designing operating models or delivering savings – so it’s essential that you can demonstrate this experience. This could be from a career within one of our key markets, such as local government, or from a background in consulting. You’ll find examples of the type of work we do on our Case Studies pages and we strongly encourage interested candidates to look through these to get a deeper sense of the work we do. Across all grades, you’ll be able to demonstrate the following: Experience of procurement strategy, transformation or advisory projects, either from within the public sector or a relevant consulting background Experience in one or more of: strategic sourcing, category management, procurement transformation, supply chain and contract management Substantial experience of identifying and delivering cashable savings from contracts in complex organisations Knowledge of how commissioning, procurement and contract management are applied in the public sector – or demonstrate an aptitude to learn quickly Exceptional analytical skills when working with both quantitative and qualitative data – and the ability to train and coach others to develop their skills The ability to balance strategic thinking with practical delivery to successfully embed innovative changes in complex environments Excellent interpersonal skills, able to build relationships at a variety of levels Excellent communication skills, able to work confidently with technical experts and articulate complex concepts and advice to non-expert audiences What We Offer Competitive salary, commensurate with experience 28 days paid holiday plus UK bank holidays Private healthcare Company pension scheme Tax-efficient salary sacrifice pension option with additional employer contributions Free railcard for discount travel for eligible cardholders Flexible working – home-based and with flexible hours when not on client site Regular, all expenses paid team get-togethers, both business and social Learning and development, with the option to pursue professional qualifications Fast progression opportunities, in line with your ambition and performance Work that makes a difference, with clients who give us consistently great feedback Community-based company culture, with high degrees of responsibility, collaboration and support Selection Process First Round Interview – Previous experience and alignment (1 hour, Teams) Second Round Interview – Presentation, case study and forward-looking questions (2 hours, Teams) Apply To apply, send us your CV and a covering letter using the link below. To help us understand more about your aspirations, make sure to let us know what attracts you to this role at this point in time. We don’t use AI in any aspect of our hiring process. We ask candidates not to use AI in their application – we’d much rather hear from the real you. We’ll come back to shortlisted candidates with information about the next steps. We apologise that if we receive a high volume of applications, we may not be able to come back to everyone with individual feedback. Apply

Economic Renewal Action Plan Programme The Context In early 2021, the UK was emerging from the devastating second wave of COVID-19, with lockdown restrictions in place and many businesses badly impacted. 10% of eligible employees were on furlough at the end of 2020, and around 1,350 redundancies had been announced in the Borough. Future forecasts were of high unemployment, especially for young people and those in sectors such as retail where shifts to online shopping had accelerated. The need for digital skills had intensified, while other issues such as mental health and wellbeing, the climate crisis, diversity and equalities also came to the fore. Businesses, people and places faced an unprecedented cocktail of impacts. The need to rebound or adapt was widespread, with the challenges often greatest for those facing disadvantage. Barnsley Council moved quickly to develop an Economic Renewal Action Plan working with partner organisations on its Business and Economy Recovery Group, such as DWP, NHS, Barnsley College and the Chamber of Commerce. The aim of the 18-month plan is to reiterate the borough’s pre-existing economic issues, assess the impact of the pandemic, and outline a co-ordinated programme of immediately deliverable support for people, businesses and places. The plan incorporated a £2m prioritised council capital investment programme – including employability and e-commerce support – alongside wider interventions such as employment support for young people, to capital investment in town centre and decarbonisation projects. The Requirement Human Engine were asked to support Barnsley by providing programme management capacity and expertise for their ERAP programme. The Programme Human Engine established the Programme Management Office (PMO) function, overseeing 8 projects delivered by a mix of internal teams and external partners. Joining the programme following initiation, we applied our best practice programme management framework to find the right balance of good programme governance with the speed and agility to get things done with minimal bureaucracy. Leading the PMO, we supported the client’s Programme Leader to make effective decisions by providing visibility of programme milestones, outputs, risks and issues. This was about more than routine reporting or escalation – we provided pragmatic advice to help make decisions effectively, mitigate risks proactively and resolve issues quickly. We co-produced definitions of outputs and benefits across the programme and built a comprehensive data capture process that ensured each project reported against the programme’s ‘standard minimum-required definitions’ but we also asked individual projects to develop local ‘stretch-definitions’ of success that went above and beyond the basic requirements. This allowed us to capture and learn from the positive lessons of over-delivery in the highest performing areas. We worked to a principle of minimum viable documentation, using a Balanced Scorecard which to drive the agenda at the Programme Management Boards. We also established a robust monthly cyclical reporting process and have built around a focus on Risks; Milestones; Finances and Outputs. We established a strong working relationship with the client, which included coaching and mentoring a small team of the council’s graduate trainees and project officers to develop their skills and knowledge of programme and project management techniques. The Outcomes Through collaboration between the council, local delivery partners and the Human Engine team, the programme achieved the following outcomes: Jobs Created - 73 Jobs Safeguarded - 153 Businesses Created - 10 Businesses engaged and supported through the programme: 538 Employees directly supported with training or management advice: 623 About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Communities First Client Context Northumberland County Council was embarking on a strategic change programme to identify council-wide savings of £20m, while radically rethinking the way local public services are delivered in the county in support of its primary objective to reduce inequality. Building on the success of previous community-based initiatives, we worked with the council to develop a Communities First approach, enhancing the role of prevention and early intervention as an alternative to residents entering high cost, high dependency services. Our Approach As Northumberland’s strategic partner, we worked collaboratively with council officers and representatives from other system partners to develop a place-based approach. This included: Using service design techniques and co-production principles, we worked with service leads across the organisation to identify council services that could be devolved to local communities to deliver. Working with the council, health, fire and rescue, education, sport and leisure and VCFSE partners to co-design a future model, including pooling assets, funding and resources around shared outcomes. Assessment of existing investment in community-led initiatives and use of grant funding to see how this could be more effectively channelled. Analysis of home care package costs for comparison against community-based initiatives. Drawing on our experience of similar programmes nationally to help quantify the financial and social return on investment from community-based prevention initiatives. Outputs and Outcomes A Communities First Target Operating Model created the following benefits: A shift in the presumption of service delivery by the council and other public bodies to local communities. A prioritised roadmap of candidate services for devolution to community groups. Savings opportunities of £1.7m by deflecting demand away from high dependency, high cost services. Better value from grant funding through improved co-ordination of different funds around outcomes. Reducing inequalities by shaping provision in communities around local need. Reducing demand on high cost health and care services, while helping more people to live independently in their own homes for longer, supported by their local communities. Increasing the capacity and capability of voluntary and community groups. Better joining up pathways into and between services, with the council and between the council and partner organisations. Positive impact on the wider determinants of health, such as skills and employability, housing and social isolation. About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Patient Safety Transformation Programme Client Context Essex Partnership University NHS Foundation Trust (EPUT) provides mental health and community health services to more than 3.2 million people across Essex, Bedfordshire and Suffolk. Following a number ofhigh-profile incidents, the Trust identified patient safety as its highest organisational priority and commissioned Human Engine to develop a new patient safety strategy and support its implementation. The objective was to create a sustainable programme of improvement that would strengthen leadership, culture, governance and clinical practice, resulting in safer care and improved patient outcomes. Our Approach We worked alongside EPUT and system partners to develop and implement a patient safety strategy, translating ambition into a structured programme of measurable improvement. This included: Strategy Development: Worked with EPUT and partners across the wider health and care system to develop a new patient safety strategy and establish a shared vision for improvement. Stakeholder Engagement: Engaged leaders, clinicians and partners across NHS England, Integrated Care Boards, Primary Care Networks, provider trusts and local authorities to build consensus and ownership. Programme Design: Translated the strategy into a structured three-year improvement programme with clear priorities, accountable owners and measurable outcomes. Implementation Support: Embedded alongside Trust teams to provide programme management, governance, reporting and analytical support throughout delivery. Clinical Improvement Delivery: Supported implementation across four priority areas: self-harm and suicide prevention, sexual safety, restrictive practice and physical health. Outputs and Outcomes The programme delivered a new patient safety strategy, embedded organisation-wide change and achieved significant improvements in patient safety and patient outcomes: Patient Safety Strategy: Developed and launched the Trust's "Safety First, Safety Always" strategy, supported by a comprehensive action plan and measurable outcomes framework. Organisation-Wide Improvement Programme: Established a three-year transformation programme covering leadership, culture, wellbeing, continuous learning, innovation, governance and insight. Reduction in Serious Incidents : Achieved a sustained reduction in serious incidents to fewer than one per month. Improved Patient Safety Outcomes: Delivered a 95% reduction in prone restraints and a 40% reduction in seclusions through targeted improvement initiatives. Enhanced Patient Experience: 80% of patients involved in a self-harm pilot reported a reduction in the urge to self-harm, while lived experience ambassadors increased by 480%, strengthening the patient voice. National Recognition: The programme received national recognition, including an HSJ Award for Workforce Initiative of the Year and a Building Better Healthcare Award for ward improvements. About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Smarter Commissioning, Better Contracting The Context The Royal Borough of Kingston embarked on the "Smarter Commissioning, Better Contracting" programme, an ambitious initiative aimed at delivering £2.3 million in savings from third-party expenditure while enhancing the council’s capabilities in commissioning, procurement and contract management. Previous efforts to achieve these savings had faltered, with targets unmet for three consecutive years. Recognising the need for a fresh approach, the council sought a strategic partner to secure immediate cashable savings and build internal capabilities for long-term sustainability. Our Approach The council appointed us as their strategic delivery partner to achieve four key objectives: Provide additional capacity to confirm and implement savings proposals outlined in the budget, ensuring not only the expected savings but also any additional in-year savings. Enhance the council’s strategic savings and market development capabilities, developing robust proposals the future. Build the necessary knowledge, skills and capabilities within the council’s new commissioning and contracting model, reducing future reliance on external support. Fully integrate the council’s commitment to social value into commissioning and contract management practices, ensuring tangible outcomes for residents and businesses. The council required a flexible change partner capable of providing strategic guidance while driving projects to completion—a challenge they had struggled with in the past. The focus was on delivering tangible benefits and milestones, with a collaborative approach that aligned with the council's values. We worked closely with the corporate commissioning team and various service areas to develop a comprehensive programme aimed at delivering cashable savings, improved performance and greater social value over a 15-month period. Key elements included: Created a consistent framework for commissioning, procurement and contract management across all council areas, despite the diversity of procured goods and services. Conducted a thorough review of tools, templates, processes, systems and skills. This included an organisation-wide assessment of commercial competencies, evaluating 160 staff in relevant roles through a detailed analysis of more than 1,400 data points. Engaged staff in the development and implementation of changes, focusing on building long-term capabilities within the council. Outputs and Outcomes The outcomes of the programme exceeded expectations: Delivered £2.8 million in savings , surpassing the original £2.3 million target, with milestones achieved ahead of schedule despite COVID-19 delays. Achieved a 600% return on investment. Successfully implemented a new, consistent framework for commissioning, procurement and contract management. Enhanced skills and capabilities across the council, providing an evidence-based diagnostic of skills gaps and clear guidance on where to prioritise future investments. This collaboration not only delivered immediate financial benefits but also equipped the Royal Borough of Kingston with the tools and capabilities needed for sustained success in commissioning, procurement and contract management, ensuring the council can continue to achieve value for money and social value in its operations. Client Feedback “I want to pass on my personal thanks for the roles you have all played in the programme’s successful delivery and to congratulate you on the outcomes that have been achieved. The headlines from the report are fantastic to read and I know that they will provide sound frameworks for the Council going forward - this work will not only provide immediate benefits to the Council and therefore our residents, but will continue to over the years ahead.” CEO, Royal Borough of Kingston upon Thames About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Commissioning, Procurement and Contract Management Transformation The Context Richmond and Wandsworth Councils, operating one of the largest shared staffing groups in London, had successfully integrated operations, saving £10 million each through staffing efficiencies. To build on this success, the councils sought further savings by optimising third-party spend and enhancing their commissioning, procurement, contract management and social value capabilities. However, concerns arose about the councils' approach to procurement, with a tendency toward last-minute contracting. To support development of a fresh approach, the council sought a strategic partner to secure immediate cashable savings and build internal capabilities for long-term sustainability. Our Approach The councils appointed us to lead a comprehensive review across four key areas: Assessed the councils' strategic approach to commissioning and provided practical recommendations to enhance it. Evaluated the central procurement team's size, structure and capabilities, offering recommendations to shift from operational procurement to driving greater savings, innovation and social value. Analysed the councils' contract management practices, identifying opportunities to improve consistency, robustness and effectiveness. Reviewed contracts and significant spend areas to identify opportunities for cashable savings, improved performance and increased social value. We collaborated closely with the councils, tailoring our approach to their specific needs. Key actions included: Highlighted existing strengths in commissioning, procurement and contract management across the councils. Pinpointed areas for enhancement both within individual service areas and council-wide. Identified significant opportunities for cashable savings, improved performance and enhanced social value from existing contracts. Benchmarked the councils' capacity and skills against comparable authorities and provided recommendations for investment, supported by an invest-to-save business case. Outputs and Outcomes Our team also supported implementation of this work, with the project delivering savings across a range of areas including: 20% savings from Home to School Transport. 25% savings from Adult Social Care Client Transport. 20% savings from Day Opportunities while modernising services and making better use of community assets. 10% savings from Waste Services. £100k additional income from Parking. 15% savings from Housing Repairs and Maintenance. 5-20% savings across 40 other contracts and services. Capability improvements were realised through means such as: Development of a new Commissioning and Contract Management Framework. Implementing tools and training programmes. Engaging staff to ensure upskilling, knowledge transfer and ownership of changes. This transformation programme not only delivered financial savings but also strengthened the councils' strategic approach, setting the stage for ongoing improvements and innovation. About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Corporate Buying Desk Implementation Client Context West Sussex County Council was implementing a new Purchase to Pay (P2P) system and required a more consistent and efficient approach to managing low value procurement activity. The council faced high levels of non-compliance with Standing Orders, limited visibility of spend below threshold and an inconsistent experience for internal customers and suppliers. A new Corporate Buying Desk model was required to provide a standardised, compliant and efficient approach to procurement activity between £25k–£100k, aligned to the implementation of the new P2P Our Approach Working as an integrated team with the council’s procurement function, we designed and implemented a Corporate Buying Desk, aligned to system implementation timelines. Key elements of our approach included: Target Operating Model Design: Defining the structure, scope and resourcing of the Buying Desk team, including recruitment of key roles. End-to-End Process Design: Developing a standardised procurement process for Buying Desk projects, with clear roles for service areas, finance and legal. Templates, Tools and Guidance: Creating a suite of procurement templates, guidance and resources to support efficient and compliant delivery. Systems Configuration: Configuring the council’s e-procurement system and supporting tools to enable Buying Desk activity and improve user experience. Data Analysis and Demand Modelling: Analysing over £200m of in-scope spend to inform demand, resourcing and pipeline planning. Change Management and Engagement: Engaging with over 200 officers across the council through workshops, leadership sessions and drop-ins to embed the new model. Governance and Stakeholder Alignment: Establishing a cross-functional steering group including Legal, Finance and service areas to support implementation and decision-making. Outputs and Outcomes This work established a fully operational Buying Desk and strengthened the council’s ability to manage low value procurement activity effectively. Key outputs and outcomes included: Corporate Buying Desk established with a fully recruited team, including a Procurement Manager and Procurement Officers. Standardised procurement process implemented for all Buying Desk activity between £25k–£100k. Successful alignment with P2P system implementation, ensuring the Buying Desk was operational at go-live. Suite of tools, templates and guidance developed to support efficient and compliant procurement delivery. Improved visibility and oversight of low value spend, enabling greater control and future savings opportunities. Enhanced customer and supplier experience through a more consistent and streamlined procurement approach. About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Customer Services Diagnostic Client Context Westminster City Council commissioned Human Engine to undertake a comprehensive review of customer access, service and experience across the organisation. The Council wanted to better understand how residents interacted with services, improve customer experience, reduce avoidable demand and operating costs and develop a future customer operating model aligned to its ambitions for digital enablement, accessibility and prevention. The review considered all customer contact channels, including telephone, digital, face-to-face and direct service access, providing a council-wide view of customer experience, demand and performance. Our Approach Key elements of our approach included: Customer Diagnostic and Maturity Assessment: Undertook a comprehensive review of customer access, experience and service delivery using Human Engine's Customer Maturity Model, assessing strategy, culture, performance, demand management, digital capability and customer insight. Stakeholder and Resident Engagement: Engaged with over 150 staff and 50 residents through interviews, workshops, service visits and customer research to understand current challenges, barriers and opportunities for improvement. Data and Demand Analysis: Analysed customer contact and performance data across multiple channels, including over 400,000 calls, 72,746 Report It cases, 28,482 live chat sessions and more than 4,000 customer satisfaction responses. Service Deep Dives and Journey Mapping: Completed detailed assessments of high-demand services to understand customer journeys, identify failure demand, map service handoffs and highlight opportunities for service redesign. Target Operating Model Design: Developed a future-state customer strategy, Target Operating Model, implementation roadmap and performance framework focused on delivering improved customer outcomes, greater efficiency and increased digital adoption Outputs and Outcomes The key outputs and outcomes of this work included: Evidence-Led Customer Diagnostic: Delivered a comprehensive assessment of customer access, demand, performance and experience across 12 customer contact channels, providing a single view of customer interactions across the Council. 26 Prioritised Recommendations: Produced a detailed improvement programme covering customer strategy, culture, performance, demand management, digital services and customer insight. Council-Wide Target Operating Model: Designed a future customer operating model centred on prevention, digital enablement and improved customer outcomes, supporting a vision of being digital where possible and human where it matters. Performance Framework Redesign: Developed a refreshed performance framework focused on customer outcomes, experience and value rather than traditional transactional measures. Savings and Efficiency Opportunities: Identified cashable savings opportunities of between £2.1 million and £5.5 million through service redesign, channel optimisation, demand reduction and improved customer journeys. Improved Customer Experience: Established a roadmap for improving accessibility, digital adoption, workforce capability and customer satisfaction, creating a more consistent and resident-focused customer experience across the Council. About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies

Commercial Services Review The Context In June 2017 Merton Council’s Corporate Management Team (CMT) agreed to move to a category management approach to procurement. The aim was to deliver savings of £14m over a three year period. CMT also agreed to partially replace the distributed procurement arrangements with a centre-led model, which would better support the move to category management. Additional funding was provided by the Merton Improvement Board (MIB) to expand capacity and skills in the central procurement team and it was agreed that the structure would be revisited towards the end of the funding period in 2022. The Requirement Whilst internal peer reviews were favourable towards the revised Commercial Services offering, ongoing findings from the Council’s audit team indicated that issues persisted within departments, including: An inconsistent use of best procurement practice across the council A failure to consistently follow Contract Standing Orders (CSOs) A lack of contract management capacity and capability This posed a significant risk to the Council with regards to its ability to demonstrate sustained value for money, as well as jeopardising delivery against its MTFS and its social and equality commitments. Human Engine was engaged to ensure Commercial Services, and the Council as a whole, will be in the best possible position to deliver: An even better service, greater value for money, increased savings and efficiencies The Council’s social and equality agendas In line with the National Procurement Policy Statement The Programme Our team led a wide-ranging review using a mixed methods approach to assess qualitative and quantitative data about commercial activity at the Council. Define and Discover - we worked with key personnel to define the scope and reviewed previous iterations of strategy and relevant background information: council plan, recovery plan and relevant policies. Engage and Explore - we facilitated workshops with the Council procurement team, held 1:1 interviews and focus groups with wider stakeholders, and created a skills assessment for those in relevant commercial roles across the Council. Documents and Data Review - this included a review of relevant Council Strategy and Commercial Policy and process documentation as well as audit reports. The review of available data included procurement pipeline, contracts register, spend by category, waivers, performance data, organisational structures, roles and pay data. The information was then benchmarked against geographical and statistical neighbours, and external insight into good practice nationally and locally, from both public and private sectors. Synthesise Findings – an interim report brought together internal findings (qualitative feedback and quantitative analysis), external research and benchmarking; assessment of current operating model, recommendations for new operating model (including quick wins). This provided an opportunity to test and develop the proposed vision, objectives and supporting workstreams/activities with the Senior Leadership Team (SLT) and Corporate Management Team (CMT). The Outcomes We provided a series of recommendations, all agreed and accepted by the Council CMT, that will see: A strengthening of the centre-led operating model to overcome a lack of understanding about the benefits that effective procurement can provide for the organisation. More investment in capacity and skills training for the Central Procurement team, which has some good skills and positively-minded officers who want to make a difference but is under resourced and needs investment. Better collaboration across the Council, to link what Commercial Services plans to do, with enabling Merton to achieve its own strategic intent . A more strategic view of procurement activity and a change to the way procurement processes are communicated in the organisation. A redesign of contract management policy, processes and oversight to mitigate a lack of consistency, knowledge-sharing and review A shift in culture to Merton becoming a learning organisation, driven by Senior Leaders . About Us Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects. Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures. Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership. Back to Our Case Studies