Reinforcing the private sector’s role in public service innovation

A major FTSE-listed provider of public services solutions in criminal justice, immigration, welfare, defense, and municipal services faced significant resistance in the EU against private involvement in public services. This resistance included threats of insourcing contracts and multiple political and media campaigns that highlighted perceived failures within the sector. Simultaneously, the company sought to diversify its operations and expand its business in the U.S., Australia, and the Gulf region, necessitating a strategy to defend its permission to operate in both its existing and target markets.

• Conducted a detailed perceptions audit to identify key gaps and areas of opportunity.
• Worked closely with company executives to develop an integrated approach to improve understanding of the business among decision-makers and contract holders.
• Launched a series of strategic campaigns, long-term partnerships, and thought leadership platforms to highlight the company’s positive impact and outcomes for governments.
• Enhanced company leadership’s visibility by profiling them across multiple channels, including among elected officials and other policymakers.

Our efforts effectively shifted the narrative, demonstrating that the private sector plays a critical and valuable role in delivering hybrid models of public service provision, where both private and public entities collaborate to achieve better outcomes for governments and citizens. The company is now firmly established as a key player in conversations about public service and procurement reforms. This positioning has been crucial in protecting existing contracts and supporting major ongoing acquisitions. Additionally, our efforts also helped equip the company with the right people, strategies, and playbooks to manage future challenges and continue driving success in both established and new markets.