NSL Celebrates Customer Engagement Award

NSL, the public sector and NHS services specialist, is celebrating recognition of its customer engagement programme, which won a Management Consultancy Association (MCA) award at this year’s event. The MCA’s annual awards recognise best practice across the consulting industry.

The programme was devised and implemented over a nine month period in 2013 in collaboration with specialist consultancy firm, Gulland Padfield.

Mark Raisbeck, Director of Strategic Development at NSL, says: “For years, our business was very successful. But that created a mindset that had to change as we needed to diversify our services to continue to grow. We had considered other consulting firms prior to GP, but found that many of these were too ‘analytical’ in their approach. Where Gulland Padfield excelled was the intuitive way in which they worked in partnership with our senior managers; in giving our clients a louder voice, and from whom we could then determine the best direction. From this the decisions we needed to take became very clear, leading to a strong value proposition that rested on our ideas and expertise.”

James Edsberg of Gulland Padfield who led the project says: “Of all the accolades we could win, this one was the most important to us because it’s about client strategy and that’s our expertise as a firm. Our approach is based on the view that in Services firms, it’s when the individual and the institution itself are client centric that you see dramatic leaps in performance and profitability. Helping our clients achieve that organizational change is our purpose. I’m delighted that everyone at NSL is getting richly deserved recognition for tackling that challenge.”

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For further information, please contact Luke Allen, Director of Communications, 07468 701361, or Luke.Allen@nsl.co.uk

 

Notes to Editors:

NSL is a leading UK company specialising in the delivery and management of frontline services in complex public sector and regulated environments. Our core services include business process management; enforcement; passenger and social transport; street management and technical design services. We currently have over 70 contracts with local, regional and central government, as well as with the airport and the private sector, and have delivered contracts for high-profile government agencies, such as The Royal Parks, DVLA, Transport for London and Transport Northern Ireland.