Foreign & Commonwealth Office

Central to security and diplomacy, the Foreign Commonwealth Office (FCO) has a broad brief and is required to deliver projects worldwide. Core to this work are the overseas development programmes led by FCO – an area of significant overseas investment that required an immediate uplift in commercial and procurement management expertise

A newly recruited management team took the challenge on and, with the help of specialist consultancy Augmentas, has been able to make the difference. A multi-level approach saw people and customers at the forefront of success. With the business as usual operation being supported on a daily basis, a low-key but fast-paced programme of improvement was carried out delivering improved documentation, processes, governance, oversight and more.

Staff attrition is now at an all-time low and customer satisfaction has improved by 50 percentage points (81%), all within 12 months.