National Highways – Service Operations Modernisation
Delivered a large-scale, multi-directorate programme through an agile resourcing model - achieving high NPS, rapid deployment, and sustained progress in a volatile labour market.
The Context:
National Highways launched the Service Operations Modernisation Portfolio (SOMP), a flagship transformation initiative spanning four directorates. With an £8.3m budget and high delivery ambition, the programme required sustained access to experienced, adaptable professionals. But market volatility, competing programme priorities, and complex stakeholder environments meant that traditional sourcing models couldn’t meet the challenge.
IGS was engaged to deliver and manage the core delivery team for SOMP - deploying and supporting over 30 highly specialised professionals across multiple workstreams. Our approach focused on speed, consistency, and quality assurance.
Our Role & Approach:
Deployed resources within 72 hours of requirement changes - using a live pool of cleared, vetted professionals
Designed tailored induction pathways to fast-track integration and productivity across all four directorates
Embedded training compliance and clearance tracking through our CRM, ensuring 100% adherence across all personnel
Managed ongoing stakeholder alignment via joint feedback loops and site visits with NH programme leadership
Balanced specialist roles (e.g. infrastructure, data, project controls) with adaptable delivery resources who could pivot across workstreams
The Result
Maintained high NPS scores across all four directorates - exceeding internal benchmarks
Reduced onboarding time by 30% through tailored induction models
Delivered all contracted resources within required SLAs - maintaining continuity throughout a volatile 18-month cycle
Played a critical role in achieving key delivery milestones on time, across multiple transformation projects
Created a scalable, compliant delivery model now used as reference for future NH programmes