Rapid Response in the Public Sector: Ensuring Continuity of Critical Regulatory Services
In late 2024, the client detected a critical risk to its digital programmeβs delivery. Supplier gaps meant that the programme, involving multi-year transformation to improve service transparency and data access, was at risk of stalling just as critical phases approached.
As an existing key partner, TXP acted decisively, during the peak of the Christmas holiday season to provide the client with the urgent support needed. We intervened to maintain continuity, reassemble key talent, and protect programme integrity, delivering outcome-focused services that ensured uninterrupted progress.
The Client
A national regulatory agency within the healthcare sector. Its newly launched online portal allowed pharmaceutical industry professionals developing new medicines to securely log in with existing credentials to track application statuses and view live authorisation details. Planned features included progress tracking for applications, stage-by-stage visibility, and comprehensive licence information, including status updates and linked documentation.
The Challenge
- Urgent need to scale up critical specialist delivery capability during a peak-holiday period
- Complex procurement processes requiring rapid navigation
- Risk of loss of continuity during a critical transition
- Minimal delays caused by previous support abruptly stopping service and in the holiday period.
The Solution
When programme continuity and delivery timescales were at risk, we responded within 48 hours, engaging procurement contacts, securing an approved approach via G-Cloud, and deploying a skilled team. Over the Christmas period, we hired and onboarded 18 data, delivery and reporting experts with clarity on the work required and expectations to deliver the service required.
Crucially, we collaborated closely with the client to evolve our existing agreement, transitioning to a new, direct engagement structure. This shift enabled us to strengthen our partnership through enhanced transparency, aligned priorities, and continued agility, ensuring our clientβs needs were met quickly and effectively
We integrated directly with existing teams and established regular check-ins. Open, timely updates kept new leadership and procurement stakeholders aligned.
Innovation Through Automation
As risks emerged around slowed manual processes, we proposed an automation tooling solution and strongly advocated for its adoption. This tooling was ultimately implemented, accelerating test cycles and helping the programme meet its next milestones on time.
Key Requirements:Β
- Seamless continuation of delivery against time-critical milestones
- Outcome-based service management
- Sensitivity to public sector governance and approvals
- Data-led technical delivery under high scrutiny
- Cross-supplier integration and agile responsiveness
The Benefits
- Continuity of delivery from the first working day in January
- Successful fulfilment of contractual milestones
- New data tooling and delivery innovation introduced to accelerate delivery outcomes
- No disruption to project continuity during the transition period