Welcome to Ana Maria Olaru

SmartCo Consulting is proud to announce that we are officially Certified™ by Great Place To Work®. This prestigious recognition is based entirely on feedback from our employees, who share their experiences working with us. This year, 100% of our team confirmed that SmartCo Consulting is a great place to work. Great Place To Work® is the global authority on workplace culture, employee experience, and leadership behaviours that drive employee retention, innovation, and market-leading performance. “At SmartCo Consulting, our people are at the heart of everything we do. This certification reflects the dedication and passion of our team, and we are proud to celebrate the culture they have helped build.” Oli Kane, Managing Director Living Our Values SmartCo Consulting fosters an environment where employees can thrive, create and feel valued. This approach enables our team to bring forward their best work, develop fulfilling careers and make meaningful contributions. Beyond business outcomes, we champion diversity and inclusion, support local communities and lead with sustainability. These values guide how we care for our people, collaborate as teams and create a workplace where everyone can feel proud of the difference they make. “Great Place To Work Certification is a highly coveted achievement that requires consistent and intentional dedication to the overall employee experience. By successfully earning this recognition, it is evident that SmartCo Future Health stands out as one of the top companies to work for, providing a great workplace environment for its employees.” Sarah Lewis-Kulin, the Vice President of Global Recognition at Great Place To Work. It’s our people who make SmartCo Consulting. Thank you for creating a workplace we can all be proud of.

We’re proud to see our CEO, Rhys Hefford, featured on the latest Garwood Growth podcast, discussing what it takes to build a business that’s scalable. In the latest episode of Unlocking Value, Rhys joins John Howard, Garwood Growth, to explore what it really takes to build organisations that perform, evolve and endure. Rhys shares how forward-thinking leaders can sustain momentum, plan for succession and design businesses that thrive beyond any one individual. Key insights include: Building value early and focusing on what truly moves the needle Preparing teams and structures for long-term success Putting purpose at the heart of growth Why letting go, at the right time, is a mark of great leadership For leaders in professional services, it’s a powerful reflection on scaling with intent and creating impact that lasts. Read more here: Episode 14: Rhys Hefford – Build, Scale, Exit, Repeat: A Serial Founder’s Playbook

SmartCo Consulting is delighted to announce that Oliver Kane has been appointed Managing Director, following his successful time as Chief Operating Officer and Partner. Since joining SmartCo, Oli has played a pivotal role in shaping our strategic direction, strengthening client partnerships and driving operational excellence across the business. His leadership, energy and commitment to our people and clients have been instrumental in helping SmartCo grow into the trusted consultancy it is today. In his new role, Oli will continue to work closely with the leadership team to deliver high-impact outcomes for our clients, champion innovation and guide SmartCo through its next exciting phase of growth. “I’m honoured to step into this role and I’m proud of what we’ve achieved together over the past few years. I’m excited to continue working with our talented team as we build on that success and take the business forward.” Oliver Kane, Partner and Managing Director Oli’s appointment marks an important step in our ongoing development to grow our consulting services and reinforce our reputation as a trusted partner for organisations across the UK and beyond. We’re excited to build on our successes, drive meaningful impact for our clients and shape the future of transformation. “Oli’s leadership and commitment have been central to SmartCo’s success. His deep understanding of our clients, commitment to our people and vision for the future make him the ideal person to lead our consulting operations. I’m thrilled to see him take on this role as we continue to grow and evolve.” Rhys Hefford, CEO Congratulations Oli.

We’re excited to announce Sam Psarelis has joined SmartCo as Head of Marketing and Communications. Wishing you a warm welcome from the entire SmartCo team. We sat down with Sam to ask her a few questions about her career path, her new role at SmartCo and what she’s most looking forward to about joining. Hi Sam. What has been your career leading up to SmartCo? I’ve worked in marketing for almost 20 years now, (I don’t know where that time has gone). I spent many years in the not-for-profit sector, where I learned to stretch budgets creatively and deliver big impact with limited resources. I also did a couple of years in marketing agencies where the pace was completely different, lots of late-night client pitches, big budgets and fast turnarounds. It’s been a great mix of experience. What is your new role and key responsibilities? I’m Head of Marketing and Communications and I’ll be focused on creating a marketing strategy and plan to amplify the SmartCo Consulting brand and ultimately drive sales. I want to build our reputation in the market, get our messaging right and showcase the brilliant projects and impacts we’ve made to companies globally. I’ll be concentrating on setting some foundations and the website initially, using those as a springboard for everything else. What excites you most about this new chapter in your career? I’m really excited to be diving into a new sector and learning more about IT and technology. If it’s not my young children waking me up in the night, it’s my brain buzzing with ideas. Having the opportunity to build something from scratch and make a real impact in a growing business has got me scribbling notes on my phone at 2am, and I love it. What’s the most interesting project you’ve worked on? Wrigley Extra gum was a client of mine for some time. I worked on a campaign called ‘Pack a Punch’ to raise awareness of the health benefits of sugar free gum. I worked with a fantastic creative team and got the opportunity to run lots of consumer testing, spying on people in tinted glass rooms. The absolute highlight was a trip to Chicago to see the real Wrigley Field. That was pretty special. What attracted you to SmartCo? It was the people and the potential. From the first conversations I could tell this was a business with serious ambition and a culture that genuinely values its team. The chance to shape marketing from an early stage in a growing consultancy really excited me. I wanted to be part of building something and be able to make real impact. What’s one thing you’d love to learn? I’ve always wanted to play the guitar, but that’s on hold for when I have more time outside my career and family life! But at work, this role needs me to roll up my sleeves and get stuck in with content. I’m looking forward to the trial and error, the learning curve and working out how to make our LinkedIn content really land with the right audience. What’s something you’ve enjoyed recently? Three days away with the girls in Ibiza! We ate amazing food, swam in the sea and were lucky enough to get AAA passes to a club where my friend’s brother DJs. It was magic.

We’re proud to share that SmartCo Consulting has successfully maintained our ISO certifications, completing both the Stage 2 ISO 14001 (Environmental Management) and Surveillance ISO 9001 (Quality Management) audits. This milestone represents far more than compliance. It demonstrates our ongoing dedication to quality, sustainability and continuous improvement in every area of our business. From refining our processes and products to enhancing the positive impact we create for our clients, community, and the environment, these internationally recognised standards affirm that responsibility and excellence remain at the heart of everything we do. “Achieving these certifications once again is a true reflection of our team’s hard work, expertise and commitment. Their efforts ensure we continue to deliver high-quality solutions while reducing our environmental footprint.” Oliver Kane, Partner A heartfelt thank you to our entire team for making this achievement possible. This achievement reflects our shared commitment to innovation, quality and sustainability.

We’re excited to announce Rachel Olawale has joined SmartCo as a PMO Coordinator. Wishing you a warm welcome from the entire SmartCo team. We sat down with Rachel to ask her a few questions about her career path, her new role at SmartCo and what she’s most looking forward to about joining. Hi Rachel. What has been your career leading up to SmartCo? Prior to joining SmartCo, I initially pursued a career in Real Estate after leaving University. However, I quickly realised that this path didn’t provide the level of challenge or growth I was seeking. Determined to redirect my career, I made the bold decision to upskill, earning Project Management qualifications in PRINCE2, AgilePM and AMP. In 2023, I secured my first contract project role and two years later, I can confidently say that this career change has been both fulfilling and rewarding. What is your new role and key responsibilities? As a PMO Coordinator, I’ll be supporting Project Managers by maintaining schedules, trackers and resourcing plans. Monitoring progress against key deliverables and ensuring project teams have the tools and support they need to succeed. What excites you most about joining SmartCo? I’m looking forward to the opportunity to contribute to challenging projects where I can apply and further develop the project management skills I’ve built over the past few years. I thrive in environments that require problem-solving, collaboration and structured planning. What makes SmartCo stand out? SmartCo’s reputation for innovative projects and commitment to delivering continuous results makes them stand out. This also aligns perfectly with the type of work I’m passionate about and the career growth I’m seeking. How do you like to spend your free time? I spend my free time going to Pilates three times a week, shopping, trying new restaurants and most importantly spending quality time with family and friends. Tell us a fun fact about yourself… I love travelling and immersing myself in local cultures – sampling foods, learning customs and picking up phrases along the way. Every trip feels like a mini adventure!

We are thrilled to announce Lewiss Buckel has joined SmartCo as a Project Resource Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Lewiss to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Lewiss. What has been your career leading up to SmartCo? Before SmartCo, I ventured into recruitment after taking some time off to travel. In that role, I helped NHS organisations across the Midlands by providing interim contractors for digital programmes. These ranged from large-scale EPR implementations to IT support desk operations. What is your new role and key responsibilities? As Project Resource Manager, I’ll be managing project resources and collaborating closely with clients to ensure the seamless delivery of digital healthcare programmes. What excites you most about joining SmartCo? I’m looking forward to getting stuck in – getting involved in current programmes, meeting associates and growing our associate network. What makes SmartCo stand out? SmartCo is a clinically led consultancy with deep, first-hand expertise built into the team. This gives clients confidence that we always prioritise their best interests. Our in-depth understanding of NHS operations, both locally and nationally, allows us to drive meaningful change and lasting impact. How do you like to spend your free time? I’m a Preston North End season ticket holder, so most Saturdays at 3pm you’ll find me watching football – although, given their form, I wouldn’t always say I enjoy it! When I’m not at Deepdale, I love heading to the Lake District for hiking and camping. Tell us a fun fact about yourself… Something people may not expect is that I can speak Spanish. I spent about eight months traveling across Colombia and Ecuador in 2022, where I picked up the language. While I’m a bit rusty now, I try to visit Spain once a year to keep practicing.  

We are thrilled to announce Sebastian David has joined SmartCo as an Epic EHR Lead Consultant. Wishing you a warm welcome from the entire SmartCo team. We sat down with Sebastian to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Sebastian. What has been your background leading up to SmartCo? I started my career on the front lines of customer service, which taught me the importance of a great client experience. After a few years in supervisory roles outside healthcare, I transitioned to Texas Children’s Hospital to support their patient contact center. This was a pivotal move – in that role, I saw firsthand how technology can improve patients’ lives. For example, when the COVID-19 pandemic hit, I helped stand up a 24/7 virtual call center almost overnight so families could access care remotely. That experience of solving urgent problems with technology inspired me to dive deeper into healthcare IT. Over the next few years at Texas Children’s, I moved into more technical roles as a Business Systems Analyst and later a Systems Analyst II. I became the go-to person for Epic Systems at the hospital, specialising in modules like Epic Cadence (scheduling), Cheers CRM (customer relationship management), Welcome (patient check-in kiosks), and even an innovative patient engagement tool called Hello World. One highlight was leading in the Epic implementation for a brand-new children’s hospital in Austin, where we rolled out several modules to enhance patient access and experience from day one. Each step of my journey – from managing call centre teams to deploying advanced Epic modules – gave me a 360° understanding of how technology, when implemented well, can streamline healthcare operations and improve patient care. This solid foundation ultimately set me up for my new adventure in consulting with SmartCo. What is your new role and key responsibilities? I’ve recently joined SmartCo as your Epic EHR Lead Consultant, where my role is all about providing expertise and guidance to our clients. I’m helping hospitals and clinics get the most out of existing solutions like Epic. My key responsibilities include advising clients on Epic implementations and optimisations. On any given day I might be meeting with a hospital’s leadership to plan their Epic strategy, configuring modules (for example, tailoring Epic Cadence for their scheduling needs or setting up Cheers CRM & Campaigns for patient outreach relationship management). Essentially, I act as a bridge between the complex Epic technology and the client’s operational needs, ensuring the system is configured in a way that makes life easier for caregivers and provides better service for patients. Sometimes that even means working on-site alongside the client’s team as an embedded resource. My ultimate goal in this role is to empower our clients – giving them the tools, knowledge, and confidence to run with these Epic systems long after I’ve finished my part of the project. So to summarize… I’m the Epic guy. What projects are you working on? Right now I’m leading a major project with Dubai Health, one of SmartCo’s key clients in the Middle East. Dubai Health is undertaking a massive initiative to enhance patient engagement, access and experience across their network, and we’re helping them implement and support several Epic modules to achieve that. On this project, I’m focusing on deploying Epic’s Cheers CRM to personalise how Dubai Health connects with patients and manages relationships. We’re also aiding in Epic Cadence for enterprise-wide scheduling and Epic Welcome kiosks in their clinics to streamline the check-in process. It’s a huge effort that involves adapting Epic’s tools to fit the local workflows and cultural context of Dubai Health. I find it incredibly exciting to see a cutting-edge healthcare system take shape; for instance, we’re customising the platform so that a patient in Dubai can schedule an appointment on their phone, get personalised follow-up leveraging the CRM, and then walk into a clinic where a self-service kiosk greets them by name – all seamlessly coordinated through Epic. Helping bring this vision to life has been challenging, but watching it start to make a difference for patients and staff is immensely rewarding. In addition to the Dubai Health project, I’m also contributing to a couple of other client engagements. SmartCo works with a variety of organisations, so I have the chance to wear multiple hats. For example, we’ve been in discussions with another major health authority about kick-starting their Epic optimisation initiative, and I’m laying some of the groundwork for that project. I’m also advising a large hospital system in the U.S. on best practices for integrating third-party communication tools with Epic. One thing I love about consulting is this variety – in the span of a week I might troubleshoot a scheduling workflow for Dubai Health, then jump on a call to strategize an Epic upgrade for a hospital across the globe. It keeps me on my toes and provides continuous learning. What excites you most about working at SmartCo? Honestly, the most exciting part is the team culture and the collective expertise at SmartCo. I’m surrounded by colleagues who have done it all in different industries – some are former CIOs, others are application veterans – and everyone is incredibly passionate about innovation. Being in this environment means I’m constantly learning. I’m also excited by the mission-driven aspect of our work. At SmartCo, every project we tackle has a tangible impact. That sense of purpose is addictive – it’s not just about consulting or configuring systems, it’s about knowing that a tweak we make in an Epic module could mean, say, a cancer patient gets seen two weeks sooner or a nurse spends less time on paperwork and more time caring for people. Being part of a team that shares that vision and knowing we’re making a difference on a broad scale is incredibly motivating. It’s a great feeling to be in a team where everyone is pulling in the same direction to transform healthcare and digital health for the better. What attracted you to SmartCo? I was drawn to SmartCo for a few big reasons. First, SmartCo’s reputation in the EMR/ERP world is stellar – I have heard of SmartCo as the go-to consulting firm for electronic patient records and enterprise solutions. I remember working on an Epic project back at a hospital and thinking, wouldn’t it be cool to be one of those experts who travels around helping multiple hospitals? Joining SmartCo was my chance to do exactly that. The idea of working on diverse projects around the world was very appealing to me. In fact, when I discovered SmartCo was leading innovative projects with clients like Dubai Health, I knew I wanted to be a part of that action. It’s exciting to take the knowledge I gained in one environment and apply it to improve systems in another, completely different environment. Another thing that attracted me was SmartCo’s culture of innovation and growth. During the interview process, I got the sense that SmartCo really values its people’s ideas and career development. They emphasised mentorship, continuous learning, and staying at the forefront of health technology trends. For someone like me who’s always eager to learn (whether it’s a new Epic feature or an emerging AI tool in healthcare), that was a perfect fit. I could tell I’d be joining a team where I could not only contribute my expertise but also expand it. And ultimately, it came down to mission: SmartCo’s mission to help healthcare organisations deliver better patient care resonated deeply with my own goals. I knew that here I’d be able to make a bigger impact than ever, and that’s exactly what I was looking for. What’s your favourite way to unwind after a busy day? My favourite way to unwind after a hectic day is to spend quality time with my family. There’s nothing better than walking through the door and being greeted by my wife and our two sons. We might cook dinner together, chat about everyone’s day, or just relax on the couch with a funny TV show. My two boys are usually bursting with energy and stories, so we often end up playing a quick game or reading a bedtime story. That evening routine of family time instantly puts me at ease and helps me shift my focus away from work. Later in the evening, once the kids are in bed and the house is quiet, I like to spend me time tinkering with personal projects. I’ve always been a lifelong learner and a bit of a maker at heart, so diving into my hobbies is incredibly relaxing. I might fire up my 3D printer to bring a new CAD design to life, or head out to the garage to work on a woodworking project I’ve been chipping away at. Whether I’m sanding down a piece of wood or watching a design take shape layer by layer on the printer, these hands-on projects help me unwind. It’s a satisfying way to end the day – being creative, learning new skills, and doing something I love outside of work.

During Neurodiversity Celebration Week, we proudly join the global movement to challenge stereotypes and misconceptions about neurological differences. At SmartCo Consulting, we recognise that neurodivergent individuals bring invaluable perspectives, creativity and strengths to our team. By celebrating these unique skills and talents, we foster a workplace where everyone feels valued and empowered to thrive. Through sharing insights, experiences and success stories, we aim to inspire others to embrace neurodiversity and contribute to a more inclusive and understanding world. Together, we can build environments where differences are not only accepted but celebrated as vital to innovation and growth. Being neurodivergent means that my brain works differently from others, and it’s something I’ve learned to embrace. I don’t think in the same linear, traditional way many people do, and that’s where my unique strengths come into play. While others may take a set path to evaluate and solve a problem, I can approach it from a completely different direction and still arrive at the desired outcome – sometimes even quicker or with a new perspective that others might not see. Growing up, school was strange because people didn’t understand my way of thinking, and I often struggled to fit into traditional learning styles. I could always get to the right answer, but I didn’t follow the same paths others did, which made me feel different. This difference, while frustrating at times, has shaped the way I work today. I’ve learned to adapt and find methods that suit my brain’s unique wiring. However, working at a company like SmartCo, where inclusion and diverse thinking are truly valued, has made a huge difference. SmartCo supports everyone’s unique approach, whether right or wrong, and fosters an environment of open, collaborative thinking. This mindset not only makes me feel seen and valued but also encourages innovation and creative solutions that might not be found in a more traditional work environment. It also helps me connect with others who think differently, creating a culture of inclusivity and mutual respect. This approach allows for the best outcomes for both the business and our clients. My neurodivergence isn’t something that holds me back – if anything, it allows me to bring fresh ideas, creative solutions, and different perspectives to the table, ultimately contributing to a more innovative, successful and dynamic team. I feel empowered to be my true self at work, knowing my unique way of thinking is not only accepted but celebrated. Henry Darch, Client Services Consultant   For much of my life, I felt out of sync with those around me. From a very young age I worried to an excessive level and felt I had to hide my true self. I would make promises to myself that today would be the day I tell people I am different. This went on throughout primary school, secondary school and university years. My mind constantly shifted between excitement, worry, anxiety and hyper-focus. After my ADHD diagnosis three years ago, things finally made sense, I met my true self who I had been suppressing probably since the age of 6. While I felt relieved, I also faced realisations about ADHD misconceptions, especially in women and young girls. Of course I have spent the past 3 years researching inside out! ADHD is often seen as a condition affecting hyperactive boys, leaving many girls and women undiagnosed, living their lives confused. As a result, many women are misdiagnosed with anxiety or depression when ADHD is the true cause. Women with ADHD may be labelled as daydreamers or ‘scatterbrained’. Many have spent their lives masking ADHD struggles from a very young age; by overworking or hyper-focusing at the last minute, trying to pretend to be the person they think they should be. This is exhausting and leaves people questioning – who am I? ADHD is both empowering and exhausting. It fuels my energy, creativity and resilience but also brings mental fatigue, self-doubt and overwhelm. With SmartCo’s support, I’ve embraced strategies like working with my natural rhythms, using reminders and seeking community support. At SmartCo, I feel valued for who I am. ADHD isn’t a flaw; it’s a different way of thinking. My diagnosis gave me permission to embrace my brain, and having SmartCo as a truly inclusive and understanding employer has empowered me to thrive. Taja Quigley, Partner SmartCo Support SmartCo is committed to fostering a workplace where every individual feels safe, supported and empowered to be their authentic self without fear of judgment. We understand that true inclusivity means embracing different perspectives, and ways of thinking. In particular, we recognise the immense value that neurodiversity brings to our organisation. Individuals with unique cognitive profiles – such as those with ADHD, autism, dyslexia, or other neurological differences – contribute exceptional creativity, problem-solving skills and fresh approaches to challenges. By embracing these strengths, we create an environment where innovation thrives, and individuals are encouraged to contribute their full potential. To support this, we’re committed to implementing inclusive practices that enable everyone to excel. This includes offering flexible work arrangements, clear communication strategies, tailored support systems, and fostering a culture of empathy and understanding. By valuing these differences and ensuring everyone has the tools they need to succeed, we empower our team to collaborate effectively, unlock their strengths, and achieve shared goals. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services. We are a people first business, prioritising employee well-being, flexible working and equal opportunities for all.

We are thrilled to announce Curtis Evans has joined SmartCo as a Client Engagement Analyst. Wishing you a warm welcome from the entire SmartCo team. We sat down with Curtis to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Curtis. What has been your background leading up to SmartCo? I spent seven years working in JCB Transmissions, where I held a team leadership role. My responsibilities included overseeing daily operations, ensuring efficient workflow, and guiding the team. Recently, I completed the AMP Fundamentals project management course and have now embarked on PRINCE2 training to further enhance my education and skills in project management. What is your new role and key responsibilities? As a Client Engagement Analyst, my role focuses on building and maintaining strong relationships with clients to ensure their satisfaction. It involves providing support throughout the entire life cycle of a project. What are you looking forward to most about joining? I’m excited about the opportunity to join a dynamic team, where I can advance my career while embracing new challenges. I look forward to continuous learning, personal growth and contributing to the company’s success. What attracted you to SmartCo? I was drawn to Smart Co because inclusivity is at the core of the team dynamic. I’m excited to be part of an environment that fosters growth. What keeps you busy when you’re not working? When I’m not working, my main hobby is going to the gym, which helps break up my day. I also really enjoy spending time with my 6-year-old son. He keeps me busy, and we love going on walks and doing activities he enjoys, like drawing and going on days out.

Navigating the Procurement Act 2023: Immediate Steps for SMEs in Digital Healthcare As a leading digital healthcare consultancy, with 80% of our client base consisting of NHS customers, we have been closely monitoring government updates regarding the Procurement Act 2023. This Act, which came into effect on 24th February 2025, introduces key considerations for our sector. Historically, the NHS has allocated a smaller proportion of its budget – around 20% – to small and medium-sized enterprises (SMEs) compared to other government departments. This has often been attributed to restrictive compliance rules, closed frameworks, excessive bureaucracy and confusion for new market entrants. The new procurement regulations aim to make public sector contracts more accessible to SMEs and encourage a greater number of bids. 1. Future-proofing Access to Frameworks We are currently listed on several frameworks and Dynamic Purchasing Systems (DPS), including CCS, LPP, NHS SBS and HealthTrust Europe-hosted agreements. The Procurement Act introduces a shift towards more open frameworks, designed to remain accessible in the long term and allow new suppliers to join at any point during the framework’s lifecycle. It is common for vendors to express frustration when requests for proposals (RFPs) are routed through obscure frameworks, which may be closed to new entrants for up to four years. These frameworks often have limited entry windows, effectively preventing smaller or newer suppliers from accessing substantial business opportunities. This, in turn, can result in the NHS missing out on innovative suppliers offering competitive prices. SmartCo Top Tip: Although existing agreements can still be used, it is crucial to research and plan for future open frameworks. Most major framework providers share their release plans on their websites, making it easier to stay informed. 2. Understanding Debarment and Compliance Requirements The Procurement Act 2023 imposes stricter rules to exclude suppliers from public procurement if they pose specific risks. In cases of major breaches, suppliers risk being added to the new central debarment list, leading to automatic exclusion from all public procurement contracts for up to five years. There are also discretionary and mandatory exclusion measures related to competition practices. SmartCo Top Tip: To avoid exclusion or debarment on competition grounds, it is essential to have a thorough understanding of competition law and ensure full compliance 3. Signing Up for the Find a Tender Platform Find a Tender is the central digital platform for tenders and business registration, which has been updated in line with the new Act. Suppliers must re-register on the updated platform to access its new features. The platform stores compliance information that contracting authorities require to allow access to bids. Once registered, this information can be reused multiple times. SmartCo Top Tip: The registration process is quick and straightforward, so we recommend completing it as soon as possible. Registration can be found on the GOV.UK website. SmartCo Summary These are essential steps to ensure you are fully prepared for the Procurement Act. It’s crucial to remain agile to avoid missing opportunities while staying ahead of the additional compliance requirements. There are also other key changes to consider, including new evaluation criteria, social value considerations, increased transparency and a simplified bidding process. These should be carefully balanced with the new opportunities the Act presents, particularly its emphasis on SME inclusion and open market principles. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services.

We are thrilled to announce Tony Grubb has joined SmartCo as the Practice Director for Cost Optimisation. Wishing you a warm welcome from the entire SmartCo team. We sat down with Tony to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Tony. What has been your background leading up to SmartCo? A long time ago in a galaxy far, far away (seemingly), I started my career in the Marines and the intelligence business. Years later, my nearly 30 years of private sector experience has traversed the technology spectrum from satellite and Internet backbone communications to enterprise software, mobile applications and enhanced digital experiences. I’ve done turnaround engagements and in recent years focused specifically on cost optimisation as a lever for growth. I’ve been the lead on global digital transformation engagements and have worked with global technology businesses at Board and senior operational levels. My passion is helping businesses forge ahead with strong sustainable growth. I’m excited to start this next chapter, contribute, and build upon my extensive experience. What is your new role and key responsibilities? As the Practice Director for Cost Optimisation, I’m here to build, lead and grow the business as a driving force with enterprise clients. What excites you most about being part of the team? I’ve had the pleasure of working alongside the SmartCo team prior to joining. It’s been said by others, but SmartCo is a dynamic consultancy on a mission to deliver results for its clients. Everyone here is approachable, engaging and motivated to do the right thing. It’s a refreshing environment. There are great things ahead. What unique about SmartCo? There’s a ‘can do’ mentality here that you can really feel. There aren’t layers of bureaucracy either, which means everyone is close to the clients. What do you enjoy doing in your spare time? When not working, I’m shuttling my teenage daughters around to their various commitments and going to the gym. I enjoy reading thrillers and try to squeeze in some time for writing which will hopefully turn into another career down the road. Did I mention a nice glass of wine?

In today’s world, the role of philanthropy and social value in client relationships and successful procurements has never been more significant. Organisations across both public and private sectors are placing greater emphasis on these intangible contributors. This trend mirrors the rapid rise of environmental responsibility on organisational priority lists over the last two decades. While changes in government policy and industry incentives have played a role, I believe the cultural shift within businesses is equally important. Companies are no longer just ticking the philanthropic box; they are genuinely investing in causes that matter to their staff and those within their business network. How Do Small Businesses Fit into This Changing Landscape? Large organisations have the luxury of creating tailor-made foundations and funding long-term grants, ensuring close alignment with their priorities. But what about smaller businesses? How can they deliver effective philanthropic impact? Smart Approach Inspired by SmartCo’s approach, I believe in focusing on community-driven, targeted initiatives that align closely with our values and are within our means. By prioritising these initiatives, we can ensure that our efforts are not only impactful but also sustainable. This means engaging with local communities to understand their unique needs and challenges, and then tailoring our projects to address those specific areas. By aligning our initiatives with our core values, we reinforce our commitment to social responsibility and ethical practices. This approach not only benefits the communities we serve but also strengthens our brand reputation and fosters a sense of pride and purpose among our team members. Identify It all starts with encouraging staff to identify causes and initiatives that resonate with them or their clients. By empowering our team members to choose causes they are passionate about, we tap into their intrinsic motivation and commitment. Often, these causes are within our own or the client’s locality, fostering a shared sense of purpose and community. This collaborative approach ensures that our efforts are relevant and meaningful to those directly involved. Moreover, it helps build a culture of social responsibility within our organisation, where everyone feels they have a stake in making a difference. Partner Collaborate with partners to identify how the business’s strengths can align with and support the philanthropic need. By working closely with our partners, we can pinpoint areas where our unique capabilities can make the most significant impact. This might include skills-based volunteering, in-kind donations or organising community events, all of which help maximise the company’s contribution. By collaborating with our partners and aligning our strengths with their needs, we can ensure that our philanthropic efforts are both strategic and effective. This approach not only maximises our contribution but also strengthens our relationships with our partners and the communities we serve. Together, we can achieve more and create a positive, lasting impact. Deliver A cornerstone of effective delivery is admitting what we don’t know, trusting local charities and on-the-ground organisations. Recognising our limitations is crucial, as it allows us to collaborate more effectively with those who have the expertise and experience to make a real difference. No matter how well-meaning a business is, these organisations will always drive more effective, demonstrable and meaningful impact. Local charities and on-the-ground organisations have a deep understanding of the communities they serve. By partnering with them, we can leverage their knowledge and resources to ensure our initiatives are both relevant and impactful. These organisations often have established trust and credibility within the community, which can be invaluable in achieving our goals. This local expertise ensures that our efforts are not only well-intentioned but also practical and effective. Smart Collaboration By engaging employees, partnering with local charities, and leveraging their unique capabilities, small companies can deliver targeted and effective philanthropic programmes, and make a significant difference in their communities. This approach not only strengthens ties within their business network but also allows them to contribute to causes that align with their values and local communities. It proves that impactful philanthropy is within reach for businesses of all sizes.   About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services. We are a people first business, prioritising employee well-being, flexible working and equal opportunities for all.

We are thrilled to announce Lee Cummings has joined SmartCo as Operations and Contracts Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Lee to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Lee. What has been your background leading up to SmartCo? My career journey began with a background in back-office administration/management for a criminal law firm. While working full time at the law firm I opened a florist with my sister who dealt with the day to day running of the florist. I worked there on weekends and dealt with the business side of things. I then moved into the NHS within the Clinical Governance and audit department and from there I joined Nautilus Consulting Ltd to take care of all back-office Operations including Accounts, Contracts and HR. Within one year of joining, I was promoted to Operations Manager. After 6 years of working at Nautilus, we were then acquired by Accenture where I was a major part of the transition which took around 1 year. I am now excited to have joined SmartCo where I plan to help the company grow further with my gained experiences. What is your new role and key responsibilities? I’m joining the Finance and Operations team as the Operations and Contracts Manager, providing further capacity to support SmartCo’s expanding consulting and delivery projects. Briefly, my key roles and responsibilities include supporting Finance and all operational processes. What excites you most about being part of the team? I’m really looking forward to working with some amazing people here at SmartCo and helping the company build its already exceptional reputation. What attracted you to SmartCo? SmartCo promotes a friendly and inclusive environment, encouraging innovative teamwork as well as providing opportunities to make a significant impact. The supportive culture fosters strong connections within the team, making you feel truly valued. What do you enjoy doing in your spare time? Many of my close family live in Cornwall, so I try to travel down to see them as much as possible (it’s a bonus as it’s also a beautiful place to visit). I love to watch movies, old classics and new – and also like to watch as many Premier league matches on TV as I can without getting moaned at 😉 I also love to spend time with my family, going on Sunday morning woods walks with my wife and 2 boys.

We are thrilled to announce Asha Patel has joined SmartCo as a Client Support Consultant. Wishing you a warm welcome from the entire SmartCo team. We sat down with Asha to ask her a few questions about her career path, her new role at SmartCo and what she’s most looking forward to about joining. Hi Asha. What has been your career leading up to SmartCo? I most recently worked as a Project Support Administrator in an IT Consultancy, where I provided analytical support for project activities, monitored performance, and documented and tracked key milestones to aid the successful delivery of projects. Additionally, I bring a strong background in education and entrepreneurial expertise, having successfully established and managed two businesses over the last 18 years. What is your new role and key responsibilities? My new role at SmartCo is Client Support Consultant where I’m responsible for tracking key project metrics and helping to ensure client satisfaction. I will be monitoring project progress with the aim to analyse and resolve client issues efficiently. I’m looking forward to helping the team as the company grows and the work ramps up. What are you looking forward to most about being part of the team? I’m really excited to join a team where collaboration and innovation are considered pivotal. I’m looking forward to working alongside the team sharing ideas and learning from one another. I’ve been genuinely amazed by how friendly everyone is, and the warm welcome has made me feel comfortable and at ease from day one. What’s unique about SmartCo? The atmosphere here is incredibly positive, and SmartCo genuinely care about everyone’s wellbeing. In the short time that I have been here it is obvious that this is a place where contributions are valued, and your personal growth is strongly encouraged. Everyone I spoke with before joining SmartCo had glowing feedback about the company’s culture, making it an incredible place to work. What do you enjoy doing in your spare time? I like to hit the gym and lift weights to de-stress. It’s like my personal therapy session, but with more sweat and less talking! It’s a great way for me to blow off steam and know I’m getting stronger. I still love being part of the social scene and having a good time with close friends and family – catching up over some tasty cocktails! I’ve also got a bit of an artsy side. I enjoy painting and even sold a few pieces recently. Turns out, people actually like my creative chaos!

SmartCo Consulting Expands to the Middle East with New Office in Dubai SmartCo Consulting is excited to announce its expansion into the Middle East with the opening of a new office in Dubai. This strategic move marks a significant milestone in our mission to build strong relationships in the region to support our global client base and contribute to business advancements through digital innovation. “Opening our new office in Dubai, a city celebrated for its innovative business environment, marks a significant milestone for us. This expansion reflects our commitment to delivering exceptional digital consulting services and fostering strong relationships in the Middle East.” Rhys Hefford, CEO Dubai is renowned worldwide for its leadership in digital innovation, with ambitious plans to revolutionise various industries. We’re excited to be part of this journey, bringing together customers and projects from around the world. “Dubai is recognised as a global leader in digital health. We are committed to further supporting the regions ambitious healthcare initiatives, enhancing our ability to collaborate and innovate through digital health. We’re confident that our healthcare clients and partners will greatly benefit from this expansion.” Taja Quigley, Director Our new Dubai office will serve as a hub for our operations in the Middle East, allowing us to better serve our clients and partners in the region. We look forward to collaborating with local businesses, healthcare providers, government agencies and other stakeholders to drive innovation and improve outcomes. This expansion also provides us with the opportunity to tap into the vibrant talent pool in Dubai, further strengthening our team and enhancing our capabilities. As we embark on this new chapter, we remain committed to our core values of excellence, innovation and collaboration. We believe that our presence in Dubai will enable us to make a meaningful impact in the Middle East, and we are excited to see what the future holds. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services.

We are thrilled to announce Christoffer Kachelhoffer has joined SmartCo as a Data Analyst. Wishing you a warm welcome from the entire SmartCo team. We sat down with Christoffer to ask him a few questions about his career path, his role at SmartCo and what he’s most looking forward to about joining. Hi Christoffer. What has been your background leading up to SmartCo? My journey to SmartCo has been primarily academic, and this marks the beginning of my professional career. With a background in Civil Engineering focused on sustainability, I decided to pivot and explore new opportunities, leading me to venture into Data Analytics. What is your new role and key responsibilities? I’ll mainly be focusing on data analysis and delivery of cost optimisation projects, while also taking on a secondary role involving internal data. What excites you most about being part of the team? I’m excited to join such a friendly and competent team. I greatly admire SmartCo’s philosophy towards work and its people. What attracted you to SmartCo? I really love the care that SmartCo extends to both its clients and employees. It’s fulfilling to be part of a workplace that strives to do good and is filled with people who support each other. What do you enjoy doing in your spare time? I have a deep fascination with the world and its diverse cultures, which fuels my love for reading and travelling. I’ve had the pleasure of visiting Cuba, Iceland, Egypt and many other countries. I also I stay active by going to the gym, practicing combat sports as well as skateboarding/longboarding.

The SmartCo team recently had the pleasure of spending a rewarding day at Long Lane Pastures, a beautiful community garden in North London. Embracing the crisp Autumn sunshine, we rolled up our sleeves to make a meaningful difference. Together, we cleared 18 barrowloads of foliage from the pond and tackled overgrown weeds, brambles and scrub in the Octavia Hill area, helping prepare the space for snowdrops to flourish and ensuring the pasture remains a vibrant haven for both nature and the local community. Donald, the chairman of Long Lane Pastures, expressed his gratitude, saying: ‘Many thanks to the staff at SmartCo Consulting. You have made a real difference.’ Beyond the physical work, the day also served as a reminder of the importance of connecting with nature and nurturing our mental well-being. At SmartCo, we’re deeply committed to fostering mental health, not just in our teams but also in the communities we serve. Initiatives like these not only strengthen our bonds as colleagues but also provide a moment of reflection, grounding and growth. A huge thank you to everyone who participated, for your hard work, teamwork and positive energy, making the day such a success. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We are a people first business, prioritising employee well-being, flexible working and equal opportunities for all.

I’m excited to share my journey at SmartCo as a remote working mother of 2, recently diagnosed with ADHD after several years of misdiagnosed post-natal depression. Since my diagnosis, I’ve discovered that challenges I once faced have become strengths, and I hope my learning can inspire others. The Power of Task Lists and Clear Objectives Living with ADHD means I need structure to thrive. Task lists are my lifeline, helping me break down work into manageable chunks. Tools like Trello and Planner keep me organised and on track. Clear objectives are crucial – knowing exactly what I need to deliver helps me stay focused and motivated. Without this, I easily become disengaged and often question myself as to what am I aiming for? Deadlines: My Productivity Boosters Deadlines are my best friends. They give me a sense of urgency and a clear timeframe to accomplish tasks. This helps me manage my time effectively and ensures I meet my goals without feeling overwhelmed. There’s no better feeling than ticking off the ‘To Do’s’ at the end of the day. I find this approach works at home too when I give myself 10 minutes to put the laundry away before my next call! Spotting Improvements and Simplifying Processes One of my superpowers is spotting inefficiencies. I can see where steps can be shortened, savings can be made, and processes can be simplified. Why make things harder than it needs to be? This knack for streamlining operations has given me access to lots of opportunities, and I enjoy it! Shameful to say this is not effective at home when I have Amazon, Netflix, Disney+ subscriptions which hardly get used! The Importance of Effective Communication I have worked remotely for 6 years now which works well for me for my work-life balance but it also means I rely heavily on effective communications. Effective communication is vital for everyone, not just those with neurodiversity or home workers. As companies grow and scale, maintaining clear and open communication channels is essential. At SmartCo, I champion effective and consistent communication to ensure everyone, whether remote or onsite, feels part of the team. Virtual ‘water cooler’ chats help foster a sense of community and keep us connected. These are just some of my ADHD quirks, that have become the foundations of finding the right employer. I would always ensure that they can support me in these areas. Supporting Neurodiversity in the Workplace Employers can play a significant role in supporting neurodiverse employees. Here are a few ways: Flexible Hours: Allowing employees to work during their most productive times Right Tools: Providing access to productivity apps and communication platforms Regular Check-Ins: Frequent catch-ups (remote and onsite) to keep everyone on track Training and Awareness: Educating the team about neurodiversity to foster understanding. Supportive Culture: Promoting mental health awareness and providing resources About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We are a people first business, prioritising employee well-being, flexible working and equal opportunities for all.

SmartCo is a HealthTrust Europe Awarded Supplier More great framework news for SmartCo. We’re proud to share that we’ve been successfully appointed to: Lot 6 – ICT and Digital Consultancy Solutions and Advisory Services of the HealthTrust Europe (HTE) Consultancy Solutions Framework. This achievement marks an exciting step forward as we expand our role in providing clinically-led digital transformation to healthcare providers. From advisory services to digital deployment and optimisation, we are committed to driving transformation and innovation across the healthcare sector. This opportunity allows us to work even more closely with healthcare organisations, helping them harness the power of digital technologies to improve patient care, operational efficiency and overall outcomes. ‘We’re delighted to be awarded onto HealthTrust Europe’s latest professional services Framework. The framework was designed to support change in healthcare through digital transformation which mirrors our service offering. With upcoming changes in the procurement landscape, we must secure compliant and robust routes to market. This is another important framework for SmartCo and we are excited about supporting our NHS customers on it.’ George Jackson, Head of Commercial

We are thrilled to announce Alex Buchanan has joined SmartCo as a Managing Consultant. Wishing you a warm welcome from the entire SmartCo team. We sat down with Alex to ask him a few questions about his career path, his new role at SmartCo and what he’s most looking forward to about joining. Hi Alex. What has been your career leading up to SmartCo? I’ve been working in creative agencies and media companies for almost 25 years. I started out as a graphic designer (working in live events) before moving over to advertising and getting into technology roles at the global communications holding companies WPP, Omnicom and Publicis. I’ve also worked with major broadcasters and famous brands like ITV and Nike. Over the years I’ve become quite a technology generalist and have worked on a variety of weird and wonderful technology and enterprise IT projects. My specialism, however, is the technology behind creating and managing content. What is your new role and what will you be focusing on? As a Managing Consultant for Media & Entertainment (M&E), I’m responsible for delivering great work for our M&E clients, starting with WPP. What excites you most about being part of the team? With SmartCo, we have a tremendous opportunity to unlock the vast network of operating companies within WPP, but also extend into other agency networks and media companies. What’s unique about SmartCo? During my time at WPP I had the pleasure of being a SmartCo client, and I’m happy to say there is genuine different between SmartCo and other consultancies. Our uniqueness is definitely our people; we care about our associates and the work and it shows in the quality of the work we deliver. What do you enjoy doing in your spare time? When not working, I’ll probably be out mountain biking, running or watching rugby. Our three children are all at university this year, and they happen to all be in good rugby towns; Leicester, Bath and Bristol – so we’re planning to catch a few games as we travel around to visit them all!

‘Don’t quit your daydream, it’s your life that you’re making.’ Lyrics that I listened to on repeat when I returned to work after my first child in 2022. I remember so vividly thinking to myself, Darcy why are you daydreaming about being a working mum? Surely, it’s a human right to have a work/life balance and be able to look after your own child that you just spent 9 months growing! Unfortunately, it would seem this isn’t always the case. Not necessarily because the options aren’t there, but because people feel so trapped they don’t even know they exist. Much like the position I found myself in, in August 2022. Returning to work with the expectation of being in the office from 9 – 5.30 and letting someone else raise my not even 1 year old. I remember thinking… ‘Maybe I can’t return to work, maybe being a stay-at-home mum is my only choice.’ Just how ridiculous does that sound. Well, that was until I was approached by SmartCo. The company that has given me my ‘daydream’ (however cheesy that may sound). Having a thriving career whilst being a present parent. Being able to do the nursery drop offs and pickups. Having the option to work from home or go into the office. Key there being, having the option, an essential part of being a return-to-work mum. Let’s fast forward to January 2023… POSITIVE. We were expecting another bundle of joy in September 2023. But wait, work… I need to tell SmartCo. I’ve only been here 4 months… what will they say? I remember having the telephone conversation in March with HR and my line manager and finishing the phone call feeling relived. It would seem I had nothing to worry about and this call was shortly followed by a company wide announcement… ‘the maternity policy is to be reviewed’. Following this came a thorough working conditions assessment of my home working arrangement, the flexibility and encouragement to attend all required/suggested appointments and fantastic support company wide. 9th September 2023, I started my maternity leave at 5pm and went into labour at 7pm. What I like to call, working up until the last minute! This was then followed by 7 wonderful months of welcoming our new arrival into the world before my expected return to work date, 1st April 2024. A seamless return to work with a very helpful handover from my maternity cover who had joined us permanently during this time. As well as a great level of support from HR and the whole team in general. Which brings me to today, 5 months since I returned to work. My feet are firmly back on the ground and I have recently been moved into a new role ‘People & Culture Officer’ which has opened up so many great opportunities for me and allowed me to take on and own a handful of exciting projects. I can proudly say that I am a full-time working mother of two beautiful young girls. I hope that one day my children know that I fought to be a present mum. I fought to aspire them to have a successful career. I fought for the life that unfortunately so many return to work mums don’t believe exists. It’s 2024, it’s time large corporations recognise the importance of mums returning to work whilst also being present in their children’s life. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We are a people first business, prioritising employee well-being, flexible working and equal opportunities for all.

How we improved urgent and emergency care with a digital solution that could benefit health trusts everywhere Same day emergency care, known as SDEC, is a facility within a hospital to assess and diagnose patients referred from their GP or a hospital’s A&E department. It aims to benefit both patients and the hospital by reducing waiting times and hospital admissions as patients with relevant conditions can be quickly assessed, diagnosed and treated without being admitted, and if it is clinically safe to do so, they will be able to go home the same day. SmartCo Consulting worked in partnership with The Health Informatics Service (THIS) and Calderdale and Huddersfield Foundation Trust (CHFT) to create a software model that smooths the workflow between CHFT’s two A&Es and relevant SDECs by modernising the pre-existing digital solution for processing patients. Giving A&E staff the right tool to do their job Patients presenting at A&E who need to be admitted to hospital create a labour intensive workflow. To avoid this for patients who do not need to be admitted, CHFT has been using the SDEC digital solution introduced when the SDEC concept was in its infancy. The rationale was to take the existing solution and a later updated model created by Oracle Cerner – whose Millennium EPR is used in both CHFT hospitals, one in Huddersfield and the other in Halifax – and fashion a localised version, called SDECModule, that gives A&E staff the right tool to do their job as part of Oracle Cerner’s FirstNet® patient tracking system. SDECModule provides A&E staff with a much higher level overview of all the SDEC departments, enabling them to easier see who can be sent to which SDEC. It also provides SDEC staff visibility of the patients in A&E who can easily be transferred from there, thus reducing congestion and pressure within A&E. Louise Croxall, CHFT’s Chief Nurse Information Officer, says: “The whole aim of this project was to give back time to nursing care while making sure the right patients are in the right place at the right time. We did this by removing the duplication of information as SDECModule uses the same documentation for A&E and the SDEC, which reduces the need for staff to ask patients the same questions over and over again.” Additionally, the improved visibility of patient status allows for better reporting metrics, especially meeting the new standard for emergency care summaries (ECS), illustrating how long someone has been in the SDEC. Louise Croxall: “As this is a staff-facing initiative, the main impact is on them to work differently albeit as part of the SDEC solution they’re already well accustomed to. Essentially, the SDECModule enhancement is allowing them ‘to see the wood for the trees’. “The benefit for patients referred to a SDEC is a better experience thanks to a smoother journey, waiting to be seen in a more appropriate, less pressurised environment, and even shorter waiting times, we hope. And by using SDECs for inpatients waiting to be discharged, we free up bed space for those in A&E who need to be admitted and reduce risk if A&E is congested by creating more time for staff to focus on the sickest patients.” Collaborating for a totally seamless transition Whilst THIS had the resource in-house, it did not have the capacity, so they collaborated with SmartCo to help them develop, deploy and configure their model content in CHFT’s Oracle/Cerner server domain. SmartCo worked with a wide range of stakeholders and the PMO team from THIS throughout the project’s lifecycle to create a clinically designed, operationally delivered solution. The resulting model was launched at CHFT’s Huddersfield Royal Infirmary site, going live for all three SDECs (medical, surgical and frailty) at the same time, and we then repeated the roll out at Calderdale Royal Hospital in Halifax. Neil Staniforth, THIS’ Director of Digital Ops and Delivery, says: “By concentrating on the Huddersfield site first, we could focus all of our training and change management resources on the one site to ensure a smooth transition, particularly as the pre-existing and the new models were dual running. Once we’d made sure there was no impact on Huddersfield Royal Infirmary staff, we started the roll out at Calderdale Royal Hospital.” “We made sure there was enough ‘at the elbow’ support by employing the relevant technical team to work alongside the operational team working with the clinical end-users to achieve a seamless transition.” Within this three-tiered approach, four FTE change facilitators from THIS’ digital team worked with their training team to provide hands-on help during the roll-out. Any technical issues were picked up by their Silver Service team, a proactive technical team within THIS, who then liaised directly with technical support and CHFT’s EPR teams, thus avoiding any job queues sitting with our service desk, to expedite a remedy. Although the system is still very new, initial data shows that the transition time from A&E to SDEC, to being discharged is making a positive difference. Easing pressures and smoothing the patient journey The most tangible impact of SDECModule from a staff perspective is that we have improved the visibility of which patients can be transferred to a SDEC area as opposed to waiting in A&E. Louise Croxall: “For example, if we have 70 people in the A&E and 10 can be triaged to a SDEC, those we transfer spend their time in a more suitable environment and the hope is this positively impacts on their waiting time.” “And by reducing the numbers waiting in A&E, it has a positive impact on that department too, because patients can be seen sooner, which improves the experience and the journey of both sets of patients and helps the staff because it eases some of the pressures on them.” The digital element of the new way of working, SDECModule as part of Cerner’s FirstNet® patient tracking system, is a more seamless process than that employed previously. It not only provides clarity of who can be streamed off to a SDEC, but how quickly that is achieved. Neil Staniforth: “The improved transparency improves CHFT’s reporting capabilities too, by helping to track waiting times. For example, the trust’s inpatient system might say someone has been in the A&E for 0.7 of a day, which is actually 9 hours, so by displaying the wait in hours as opposed to a fraction, it paints a more realistic picture.” We think the main value generated by the modernised model is that collectively we have improved the pre-existing solution for every other trust in the country. By sharing what we have achieved we can improve patient tracking for everyone if they follow the roadmap we created collaboratively. However, a second, unintended benefit, has emerged within CHFT. Colleagues working in their assessment units have requested to use SDECModule and FirstNet®, as the streamlined process is better suited to their ways of working. The first roll-out is planned for the Paediatric Assessment Unit at Calderdale Royal Hospital with others to follow, creating a quick, safe solution to increase patient experience and patient safety. Creating a smooth workflow that can benefit other trusts SmartCo has an established record of working in and alongside healthcare organisations to create clinically led digital systems, and our staff became part of an agile project process led by CHFT’s Chief Information Officer (CIO) and Chief Nursing Information Officer (CNIO). It included a wide array of clinical stakeholders ranging from consultants, clinical leads, CHFT’s EPR team, through to junior doctors, nursing staff and operational colleagues – as well as the PMO team from THIS. SmartCo staff held workshops with stakeholders throughout the project’s lifecycle to develop, deploy and configure model content in THIS’ Cerner/Oracle server domain, mitigating all issues along the way to onboard a clinically designed, operationally delivered solution. In effect, we worked in partnership with THIS in taking off-the-shelf model content from Cerner and finding innovative ways to embed it in their Oracle/Cerner domain to create a smooth, problem-free workflow that can now benefit other organisations in the future. Taja Quigley, SmartCo’s Director, says: “The work with CHFT has been a collaboration of two organisations with a single goal of developing a SDEC content which enables the smooth running of their SDEC units. It has been a long journey with some complex work along the way, but the delivery of this will be scalable to hopefully benefit many more NHS organisations.” Sharing knowledge and saving time THIS now plan to share their learnings and model content on the Cerner Model Village, a well-recognised, transparent and trusted source of intelligence, so that it can be viewed by teams from other trusts. Neil Staniforth: “This is knowledge we have acquired from the project’s 12-month lifecycle, but now we’ve completed the ‘hard yards’ it will enable other trusts to realise similar projects in a much shorter timescale – possibly as little as three to four months. We would recommend they do this in conjunction with SmartCo, who proved to be an excellent collaborator.” Meanwhile, the plan now is to roll out the new solution to nearby trusts sharing the Oracle/Cerner domain over the next 12 months, beginning with the Bradford Teaching Hospitals NHS Foundation Trust, which runs six hospitals, and the Airedale NHS Foundation Trust, which runs Airedale General Hospital. This means it will be deployed in three trusts and four A&E departments, all using the single domain. About SmartCo Consulting At SmartCo Consulting, we are committed to delivering exceptional digital solutions. We’re a trusted partner with an established record of working in and alongside healthcare organisations. We have tried-and-tested methods for people-centred healthcare transformation, clinical engagement and benefits realisation.

SmartCo and Future Nurse Seeks Clinicians to Lead the Way Last month, SmartCo partnered with Future Nurse because we believe it takes a diverse group of experts to drive digital transformation in healthcare. We share the same vision and values, aiming to improve patient care with advanced technologies. Now, we’re looking to expand our team with dedicated clinicians from all professions who are passionate about making a difference. Why Join SmartCo and Future Nurse? 1. Lead Digital Transformation We believe clinicians are the key to healthcare transformation. Your expertise is crucial for integrating digital solutions like Electronic Patient Record (EPR) systems into daily practice. With your help, we can make sure these technologies meet the real needs of patients and healthcare providers. 2. Teamwork Teamwork is at the core of what we do. You’ll be part of a collaborative environment where your ideas matter. Together, we’ll create a healthcare system that uses technology to improve patient care and make operations more efficient. 3. Professional Growth We are committed to your continuous learning and development. We offer extensive training to keep you at the forefront of healthcare and technology. Your growth is important to us. 4. Make an Impact The work you do with us will directly impact healthcare organisations and patient outcomes. By helping implement and optimise digital solutions, you’ll improve diagnoses, treatments, and overall patient care. The Importance of Clinicians We know how valuable clinicians are. Your insights and experience are essential for successful digital transformation. By joining us, you’ll help shape the future of healthcare, ensuring technology enhances patient care. Opportunities for All Clinicians We’re looking for clinicians from all fields to join our team. Whether you’re a nurse, doctor, therapist or healthcare technician, your expertise is vital to our mission. We aim to drive innovation and provide top-tier consultancy services for the future of healthcare. Join Us The future of healthcare is bright, powered by dedicated clinicians and innovative technology. At SmartCo and Future Nurse, we’re proud to lead this transformation. Join us on this exciting journey and be part of a team making a real impact on healthcare. Together we can make a difference. About SmartCo Consulting At SmartCo Consulting, we are committed to delivering exceptional digital solutions. We’re a trusted partner with an established record of working in and alongside healthcare organisations. We have tried-and-tested methods for people-centred healthcare transformation, clinical engagement and benefits realisation.

We are thrilled to announce Henry Darch has joined SmartCo as a Client Support Consultant. Wishing you a warm welcome from the entire SmartCo team. We sat down with Henry to ask him a few questions about his career path, his new role at SmartCo and what he’s most looking forward to about joining. Hi Henry. What has been your career leading up to SmartCo? I have spent the last 5 years in healthcare working in both project management as well as client engagement. Digital healthcare then came to the forefront of my passions after years of estates work within the NHS. Now speaking with leaders within the NHS I want to make a difference and make sure the infrastructure for our healthcare system is up to date and successful. What is your new role and what will you be focusing on? I am joining as a Client Support Consultant. I’ll be engaging with clients to make sure their digital transformation projects are on track across the full project life cycle. I’ll be client facing from proposal to go live to allow for continued communication throughout a project, gaining the most success for our customers. What are you looking forward to most about joining? I’m looking forward to speaking with new and existing clients and collaborating together on their digital transformation projects. I’m also excited to learn from the digital leaders at SmartCo and hear about their experiences. What attracted you to SmartCo? SmartCo is highly regarded in the digital health market as a real leader. The experience of working alongside known names and leaders at SmartCo is what attracted me the most. It means that the clients are getting the best shared knowledge in the market and it also means I will gain great experience from the best. What do you enjoy doing in your spare time? If I’m not out running around with my daughter, you will find me on a golf course or watching Bath Rugby.

In today’s interconnected world, digital transformation and ERPs are not just buzzwords; they are strategic imperatives for organisations across all industries. The rapid pace of technological advancements, like AI, coupled with shifting customer expectations and cost pressures, has elevated digital transformation to the top of the agenda. Despite the widespread adoption of ERP and Enterprise Applications, many organisations still struggle to unlock their full potential, with many transformations documented as failures. At SmartCo, we help organisations navigate the complexities of their ERP journeys and digital transformation initiatives, driving sustainable growth, change, and innovation. Navigating Uncertainty: Why ERP is Essential for Future-Proofing Organisations In an era marked by disruption and uncertainty—from Brexit and Covid-19 to the conflicts in Ukraine and the Middle East—adaptability is crucial for organisations. While it’s easy to get swept up in the excitement around Generative AI, ERP and application transformation represents a way to fundamentally shift how businesses operate, engage with customers, and create value. From streamlining operations and optimising processes to enabling new business models and revenue streams, ERP systems like Dynamics 365 and IFS can revolutionise every aspect of an organisation. Realising this potential requires more than just deploying new technologies; it demands a fundamental change in mindset, culture, and organisational behaviour. By proactively embracing change and investing in ERP capabilities and application projects, organisations can position themselves for long-term success and stability, fostering the innovation that they ultimately need to differentiate. Charting a Course for Success: The Strategic Blueprint for ERP Transformation A successful ERP transformation initiative begins with a well-defined strategy, plan, and execution roadmap. Crafting a strategic blueprint involves aligning ERP efforts with overarching business goals, identifying key focus areas, and prioritising initiatives based on their potential impact and feasibility. It’s crucial to ensure that the ERP journey aligns with business goals for at least the next five years. Understanding the current landscape is essential before embarking on the ERP journey. This means conducting a thorough assessment of existing business processes, technology architecture, and organisational structure. Knowing your “as-is” state helps identify gaps, inefficiencies, and areas for improvement. It also ensures that the new systems integrate seamlessly with existing systems and processes, minimising disruptions and maximising value. Navigating this transformation requires close collaboration between business and technology leaders, alignment and buy-in across the organisation, and a carefully selected suite of external partners to bring in expertise and knowledge. By establishing a clear vision, setting realistic goals, and outlining an execution roadmap, organisations can navigate any transformation, ERP or other, with confidence and purpose. Leadership, Governance, and Assurance: The Cornerstones of ERP Transformation Effective leadership, strong governance, control, and project assurance are critical for ERP transformation success. Leaders must champion the agenda, foster a culture of innovation and collaboration, and provide the necessary resources and support for meaningful change. Organisations often lack the capacity to sufficiently resource internal SMEs and project teams. Addressing this early and bringing in relevant expertise to support robust governance structures and accountability mechanisms is essential. A strong project management team with the necessary experience and expertise is crucial to drive ERP initiatives, manage risks, and optimise resource allocation. We increasingly see clients running large application programmes seeking external assurance partners to act as a ‘critical friend’ to the Board. At SmartCo, we work ‘client-side’ using proven methods to assure and monitor project health, ensuring the right skills in the core team and enabling leaders to create an environment conducive to success. Leveraging Technology: Innovation and Integration While a successful ERP implementation often represents an opportunity for sticky Business Change, technology also lies at the heart of ERP transformation, serving as a catalyst for other innovation activities (like AI and RPA) and driving efficiency and growth. Organisations must embrace these emerging technologies once the enterprise platforms are stable and operating successfully across all business areas. Dynamics 365 and IFS, with their integrated suite of applications, provide the flexibility and scalability needed to meet these demands. However, successful ERP transformation isn’t just about adopting new technologies; it’s about integrating them seamlessly into existing processes, systems, and workflows and making the change stick! Sustaining Momentum: The Role of Culture and Change Management ERP transformation is not a one-time event but an ongoing journey of evolution and adaptation. To sustain momentum and drive long-term success, organisations must embrace a culture of continuous improvement, innovation, and agility using proven change management techniques. This involves fostering an environment where internal stakeholders are regularly engaged to have their ‘WIFM’ (What’s In It For Me) questions answered. By driving these conversations and investing in change management expertise where needed, organisations can ensure ERP transformation initiatives continue to deliver value long after the initial implementation. Measuring Success: Key Metrics for ERP Transformation To gauge the effectiveness of ERP transformation efforts, organisations must define clear key performance indicators and project metrics to track progress and measure outcomes. These metrics should align with strategic objectives and reflect the desired outcomes of ERP initiatives. A crucial step at the beginning of any major application-enabled transformation is to baseline the current business state/metrics, including spend, headcount, or process lengths (e.g., month-end close). These metrics can expose some uncomfortable truths but help form the business case for change and investment. Once baselined, these numbers should be regularly reviewed to prove that value is being created. External companies can support this value realisation process, providing tools and templates to aid this effort. Organisations must establish quantifiable targets and benchmarks to assess the impact of ERP transformation on business performance. By regularly monitoring and analysing performance data, the Project Delivery Team can identify improvement areas, course-correct as needed, and drive continuous improvement. SmartCo Consulting ERP Services System Integrator and Client-Side Assurance Services: Our expertise in system integrator assurance and client-side advisory services is a key offering that separates us from some of the other consultancies. We excel at maintaining clear project scopes that align with your organisational objectives. Through rigorous quality assurance processes, we identify and mitigate project-related risks and manage transformational changes effectively, including comprehensive communication and training strategies. Acting as your strategic partner, our client assurance team oversees SI partners, offers expert advisory services, and ensures alignment with your vision. We manage all aspects of your ERP implementation with a focus on quality, transparency, and continuous improvement. Project Planning and Control: Our consultants develop detailed implementation roadmaps covering timelines, risk and issue management, resource allocation, budget tracking, and milestone setting. This meticulous planning ensures your ERP project stays on track and within budget, delivering expected outcomes efficiently. Configuration and Data Migration: We ensure that business requirements align perfectly with optimised ERP functionality through effective vendor management. Our data migration experts handle the seamless transfer of data from existing systems to the new ERP system, ensuring data integrity and minimal disruption. Change Management: Our change management strategies ensure a smooth transition to the new ERP system, minimising disruptions to your operations. We focus on preparing your team through training and engagement, enabling them to embrace new processes and technologies confidently. Programme Audit: We offer a comprehensive programme audit service that provides an unbiased review and robust challenge of the programme at key stages, such as scope, plans, and budget. Our independent oversight ensures that project decisions are sound and aligned with best practices, providing an additional layer of confidence. By leveraging best practices and tools, we provide SteerCo-level assurance, challenging and validating programme decisions and direction to ensure success and adherence to strategic objectives. ERP Testing and Quality Assurance: SmartCo Consulting also offers a dedicated ERP testing and quality assurance (QA) service. Our QA experts rigorously test every aspect of your ERP implementation to ensure it meets your business requirements and performs flawlessly. We conduct comprehensive functional and non-functional testing, including system integration testing, user acceptance testing (UAT), and data integrity testing. Our focus on meticulous testing processes helps identify and resolve issues early, ensuring a smooth and successful go-live. By leveraging advanced testing tools and methodologies, we ensure your ERP system is robust, reliable, and ready to support your business operations. Resource Augmentation: Our extensive network of skilled professionals allows us to assemble multi-disciplinary teams to provide specialised assurance on specific functions or roles as required, ensuring you always have the right expertise at your disposal. About Oliver Oliver is SmartCo’s Partner and COO with 20+ years of experience leading large-scale, multi-million pound transformations. ​Oli is responsible for overseeing all programmes to ensure on-time and within budget delivery, creating scalable solutions that exceed objectives. About SmartCo Consulting At SmartCo Consulting, we are committed to delivering exceptional ERP programme results. Our dedication to flexibility, data integrity, transparent communication and continuous improvement ensures your ERP system not only meets but exceeds your expectations.

We are thrilled to announce Callum Campbell has joined SmartCo as Head of Client Engagement. Wishing you a warm welcome from the entire SmartCo team. We sat down with Callum to ask him a few questions about his career path, his new role at SmartCo and what he’s most looking forward to about joining. Hi Callum. What has been your career leading up to SmartCo? My professional life started after university, when I took up a short term role whilst travelling. The “6 month job” ended up with me being sponsored by a travel business in sydney. I spent 4 years there, working my way up to become the Operations Manager for New South Wales; comprising of 13 different stores. Here I would work on the implementation of processes, training, managing vendor relations and various other responsibilities. After those 4, incredibly fun years / free travel, I decided it was time to grow up and came back to the UK to join a business that was starting up in the recruitment world. I was one of the original 8 people and helped grow it to a peak of 200 people. The first 4 years of that tenure I spent in a recruitment role working across change within the financial service industry but when there was an opportunity for an outcome piece of work, I launched our consultancy business. As the only fully dedicated person within the consultancy I built all of the templates, process, procedure and strategy from scratch. Over time it became the most profitable area of the business with multiple engagements, services and responsibilities run in tandem. What is your new role and what will you be focusing on? Working in the Private Sector team, I am here to grow the SmartCo business. Engaging with clients, colleagues and our associates my aim is to improve revenue, brand and client perception. What are you looking forward to most about being part of the team? I can’t wait to start learning from the people at SmartCo. Everyone I have met so far has been really impressive and supportive. There is a real entrepreneurial spirit and i can’t wait to see how i can help SmartCo and Vice Versa. What’s unique about SmartCo? The business growth and continual improvement mentality of every member of the team. From an outside perspective everyone seems ambitious about improving themselves and the business. What do you enjoy doing in your spare time? When I am not preparing for a stand-up comedy gig, you will find me either spending time with my daughter, building something from scratch in the house (to my partner’s dismay), or reading (ranging from self help and product strategy all the way through to space aliens and dragons).

As a seasoned CTO with over two decades in the tech industry, I’ve witnessed firsthand the evolution and hype cycles of countless technologies. Currently, AI is the buzzword on everyone’s lips. However, the reality of AI’s capabilities versus its marketing portrayal is a stark contrast. In this article, I aim to demystify AI for fellow tech leaders and share my perspective on the current state of the tech market ‘leveraging AI’. The AI Misconception AI has become a ubiquitous term, plastered across marketing materials and product descriptions. However, much of what is branded as AI today is not the advanced, thinking machine of science fiction lore. Instead, it’s typically what we call narrow AI (ANI), designed for specific, specialised tasks. The classic depictions of AI from sci-fi – think HAL 9000, Commander Data (showing my geekiness and age) or for those millennials, Jarvis from Iron Man – fall into the category of artificial general intelligence (AGI), capable of reasoning and adapting across a wide range of scenarios. We are far from achieving AGI, and most “AI” in the market today is a far cry from these fictional portrayals. The Reality of Narrow AI Modern AI technologies, such as GPT-4, excel in specific tasks like natural language processing. They can generate human-like text, analyse patterns in data, and even create art based on existing styles. However, these systems are essentially advanced pattern recognisers. They process vast amounts of data to identify trends and produce outputs that align with their training data. Despite their impressive abilities, these AI systems lack true understanding or reasoning. They do not comprehend the context of the data they process, which can lead to significant errors when faced with novel situations outside their training. This limitation is often glossed over in marketing materials, leading to a disconnect between consumer expectations and actual capabilities. The Marketing Hype The tech industry is rife with companies eager to slap the AI label on their products to capitalise on the hype. This practice not only misleads consumers but also sets unrealistic expectations. For instance, autonomous driving technology is frequently touted as ‘AI-powered’. While these systems use advanced algorithms and sensors to navigate, they are still prone to errors and require significant human oversight. Misleading marketing in such critical applications can have serious safety implications. Machine Learning and Large Language Models A significant subset of AI is machine learning (ML), which involves training algorithms to learn from data and make predictions or decisions without being explicitly programmed. Within ML, large language models (LLMs) like GPT-4 have garnered significant attention. These models are trained on vast amounts of text data and can generate coherent, contextually relevant responses. However, their capabilities are often overstated. LLMs can produce human-like text but lack true understanding and can make mistakes, especially when faced with unfamiliar scenarios. Practical Applications and Limitations Despite the overhyping, narrow AI and ML have practical and valuable applications across various domains: Cloud Computing: AI-driven resource management and optimisation improve efficiency and reduce costs. Cybersecurity: AI helps in detecting anomalies and potential threats in real-time, enhancing security measures. Data Analysis: AI algorithms assist in processing and analysing large datasets, uncovering insights that would be difficult for humans to detect. These applications demonstrate AI’s potential when applied correctly within its limitations. However, it is crucial for tech leaders to recognise that these systems are not infallible. They operate based on the data they have been trained on and can struggle with scenarios that deviate from this data. Understanding these limitations is essential for making informed decisions about AI deployment in critical systems. Orchestrating AI Agents Think of AI as an orchestra, where each AI agent is a musician specialising in a particular instrument. Individually, they can perform specific tasks expertly. When orchestrated correctly, they can produce a harmonious symphony that performs complex, multi-faceted tasks. This orchestration is crucial for deploying AI effectively, ensuring that each AI agent contributes to the overall goal without overstepping its capabilities. The Path Forward As AI technology continues to evolve, it will become increasingly difficult to distinguish between machine-generated and human-created content. This raises concerns about authenticity and trust, especially as generative models improve. For tech leaders, the key is to remain skeptical of overblown claims and focus on the practical, demonstrable benefits of AI. Conclusion AI is indeed everywhere and nowhere. It is a powerful tool with the potential to revolutionise industries, but it is not the omnipotent force that marketing would have us believe. As tech leaders, it is our responsibility to cut through the hype and focus on the real capabilities of AI. By doing so, we can harness its power to drive innovation while setting realistic expectations and maintaining the trust of our customers and stakeholders. About Javid Javid is SmartCo’s Partner & technology executive with expertise in cloud computing and transformations. He combines business and technical strategy while leading complex cloud and digital transformation programmes across organisations. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services.

Electronic Patient Records: A guide to making the most of supplier/NHS relationships We’re pleased to share the below guide to making the most of supplier/NHS relationships, delivered on behalf of the NHS England Frontline Digitisation Programme. EPR Guide – Supplier NHS Relationships – May 2024 This guide was authored by SmartCo’s Victoria Betton, working with NHS England, techUK and Humber and North Yorkshire Integrated Care Board. Its aim is to improve the way suppliers and trusts work together to deliver successful digital transformation, from vision and business case, through to procurement, contract management, implementation, optimisation, and contract end.

In my last blog, I shared my heuristics for big projects. One of these is the need to take an external view on projects to mitigate against optimism bias and groupthink, and to improve the chance of success. Good project assurance is an important way of providing this external view and needs to be a key governance consideration for project sponsors and boards. Definitions below courtesy of Wikipedia: Optimism bias: A cognitive bias that causes someone to believe that they themselves are less likely to experience a negative event. Groupthink: A psychological phenomenon that occurs within a group of people in which the desire for harmony or conformity in the group results in an irrational or dysfunctional decision-making outcome. One of the great things about leading major projects in Government is you get to experience project assurance from both “sides”. I provide assurance in my role as a high-risk review team leader for the Infrastructure and Projects Authority (IPA), and I’ve received assurance on the major projects I’ve directed. The IPA assures, supports and reports on Government major projects – those which require spending over and above departmental limits (often £50m), require primary legislation, or are innovative or contentious. This represents a portfolio of around 200 projects with a total cost to the taxpayer approaching £500bn. The IPA assurance review kit can be found here. The purpose of any project assurance should be to help the sponsor to improve its chance of success. Assurance reviews should be taken at key stages in the project lifecycle, such as business justification, delivery strategy, investment decision, readiness for service and benefit realisation. Assurance teams should be independent and have relevant project and industry expertise. They should work on a peer-to-peer basis, against an agreed terms of reference and code of conduct. Key aspects of conduct are teamwork, objectivity, diversity, openness, honesty, constructive challenge and confidentiality. Good assurance reviews are well planned and consider a range of evidence and stakeholder views on a “non-attributable” basis. The assurance team should make evidence-based findings and practical recommendations that will aid delivery, highlighting good practice as well as areas for improvement. They should regularly update the sponsor during the review to ensure there are “no surprises”. The output of the assurance review should be a report that is agreed with the sponsor. This report should provide an assessment of delivery confidence, findings, recommendations, blockers, and areas of good practice. IPA assurance reviews utilise a RAG delivery confidence assessment. There is a nuance to providing such an assessment. Some of the key questions I consider are: do the project vision and objectives remain valid; are stakeholders bought into these; is the delivery strategy right; is there good governance; are the risks understood; and is there the right capability in the project team Green: Successful delivery of the programme/project to time, cost and quality appears highly likely and there are no major outstanding issues that at this stage appear to threaten delivery. Amber: Successful delivery of the programme/project to time, cost and quality appears feasible but significant issues already exist requiring management attention. These appear resolvable at this stage and, if addressed promptly, should not present a cost/schedule overrun. Red: Successful delivery of the programme/project to time, cost and quality appears to be unachievable. There are major issues which, at this stage, do not appear to be manageable or resolvable. The programme/project may need re-baselining and/or its overall viability re-assessed. Following the assurance review, the onus is on the project sponsor and board to ensure the recommendations are implemented. Actions should be planned, with progress against these tracked and reported to the board. Further assurance of action plans should be considered, especially in the case of a red delivery confidence assessment. About Paul Paul works in partnership with healthcare organisations to deliver people-centred transformation that improves services for patients and staff. He has 25 years’ transformation experience, with 15 years leading national programmes and services in the NHS. He is a graduate of the Major Projects Leadership Academy, a high-risk review team leader for the Infrastructure and Projects Authority and a mental health first aider. About SmartCo Consulting SmartCo is a consultancy business specialising in the delivery of digital transformation projects for large private and public sector organisations. We offer advisory, project delivery and optimisation services across a range of industries including Healthcare, Consumer & Retail, Media & Telco and Financial Services.

Future Nurse Consulting and SmartCo Consulting Announce Strategic Partnership Future Nurse Consulting, a boutique consultancy specialising in clinical expertise for digital healthcare transformation, and SmartCo Consulting, experts in delivering digital transformation programmes, are pleased to announce a strategic partnership. Our partnership will drive excellence in healthcare transformation by integrating clinical and digital expertise to improve services for staff and patients. Together we will support healthcare organisations to: Integrate clinical and digital expertise: Combine clinical insights with technology to drive effective digital transformation in healthcare Enhance solutions: Develop digital healthcare solutions that seamlessly integrate new technologies into clinical workflows Improve operational efficiency: Streamline healthcare operations to improve efficiency, reduce costs, and enhance service delivery Foster innovation: Collaborate on research to explore new advancements in healthcare technology and clinical practice This will deliver the following benefits: Healthcare organisations: Comprehensive consulting services for successful digital transformation and enhanced clinical engagement Clinicians: Support in integrating and adopting new technologies for better patient care Patients: Improved healthcare services and outcomes ‘We are thrilled to partner with SmartCo and see it as a significant opportunity to strengthen our capacity to deliver clinical digital expertise across health and care for the benefit of patients and staff’ Natasha Phillips, Founder, Future Nurse ‘We are delighted to announce our partnership with Future Nurse to improve healthcare services for staff and patients through excellence in clinically-led digital transformation.”’ Paul Gilliatt, Partner, SmartCo Consulting

SmartCo is proud to feature in the Sunday Times Best Places to Work 2024 This nationwide survey honours and celebrates Britain’s top employers, including over 500 organisations of varying sizes and from different industries. This recognition is a true testament to our incredible team and the people first culture we have here at SmartCo. We’re so proud of the values we share and the dedication we have to fostering an exceptional workplace culture. ’25 years of experience in building businesses has taught me that the people and culture are by far the two most important elements of any company. A positive environment, where colleagues trust and respect each other, benefits all involved. I’m incredibly proud of the team and culture we’re creating at SmartCo, whilst recognising it’s always a work in progress. We’ll continue to do all we can to ensure we are the best employer we can possibly be.’ Rhys Hefford, CEO

We are thrilled to announce Julia Hodgson has joined SmartCo as a Project Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Julia to ask her a few questions about her career path, her new role at SmartCo, what attracted her to SmartCo and what she enjoys doing in her spare time. Hi Julia. What has been your career leading up to SmartCo? For the past 15 years I have mainly worked with software providers who supply to the NHS and Private sector. I’ve worked in all areas of software development and delivery, travelling up and down the country meeting and supporting various NHS organisations in their digital health transformation projects. A couple of years ago I wanted to experience working on the other side of the coin, directly as an NHS organisation responsible for delivering a digital solution. This is where I decided to become a contractor for my own business, working in Project Management roles and where I met SmartCo! What is your new role and what will you be focusing on? My role at SmartCo is a Project Manager, in the Health vertical. I will be focusing on working with existing and new NHS clients who have commissioned SmartCo to help with their digital transformation projects. Bringing experience from a technical and operational perspective as well as having worked with many different key stakeholders, I’m able to apply these skills and support the continued delivery and success of projects. What’s unique about SmartCo? SmartCo has a unique culture where everyone is so happy to help one another. They are connected naturally even though most are remote, but most importantly, they have evolved with the times and the need for a brilliant work-life balance and flexibility. I’m at the point in my life where I have a young family who need me around more than ever, and SmartCo make that possible. What are you looking forward to most about joining? I’m really looking forward to meeting all the inspiring people SmartCo have in their team. There are so many skillsets and experiences that have been so carefully gathered and formed into one big team. I’m very much looking forward to growing in my own career and learning from the people around me. What do you enjoy doing in your spare time? In my spare time you’ll find me out and about with my husband and kids, exploring new places and trying out new experiences. We hope to buy a campervan later in the year so that may become the majority of our spare time!

SmartCo is an NHS SBS Cloud Solutions 2 Trusted Supplier More successful framework news for SmartCo. We have been selected as a trusted supplier on our second NHS Shared Business Services’ consultancy framework: Cloud Solutions 2. We’re excited to have secured a position to provide support to NHS and public sector organisations across: Lot 1 – Solution Design and Consultancy This is a holistic lot focusing on consultancy, advice on migration, acquisition, and delivery of cloud services for public sector customers. ‘This is our second NHS SBS framework agreement appointment and a great achievement for the business. Being selected as a trusted partner on this framework means we can accelerate and optimise cloud services for our NHS and public sector customers so they can maximise and realise the cost, operational and compliance benefits, enabling them to provide a more robust and efficient service to the public.’ Javid Khan, Partner and CTO

Implementing an Electronic Patient Record (EPR) system can improve clinical documentation, safety, reduce unnecessary tests and prescribing errors, leading to better patient outcomes, staff experience and service efficiency. However, EPR implementation is a complex change process that requires: Excellent leadership Organisational and workflow readiness Staff engagement and training Infrastructure readiness, including data migration and integration Successful EPR implementation can provide a foundation for continuous improvement and data-driven insights. However, this is not a quick or easy process and we need to share experience, learning and good practice. “Winning is the science of being totally prepared” George Allen, Sr. (American Football Coach) Preparation is the key to success in EPR implementation and organisational transformation. “EPR readiness” is crucial in assessing an organisation’s clinical, operational, and digital readiness to create a strong foundation and plan for procurement, implementation, and adoption, resulting in maximised success and benefits delivery. “A goal without a plan is just a wish”  Antoine de Saint-Exupéry A Plan for a Plan Understanding the current digital capabilities of an organisation and creating a functional blueprint, outlining short, medium, and long-term goals, is essential for a successful transformation journey. Readiness activities should be planned during the discovery phase to understand requirements, organisational culture and digital maturity. The insights from these readiness activities help to ensure the right solution and supplier is procured for the organisation. Whilst the functional blueprint created as part of readiness activities, supported with ‘imagine if” vision statements, helps to guide the delivery of the longer-term clinical vision. Key considerations for EPR Readiness include: Clinical Readiness Is there a robust clinical vision and functional blueprint to guide organisational transformation based on how future services should operate? Has a clinical alliance been established with clear ownership and calls to action? Are stakeholders understood and engagement strategies in place? Does your workforce have the right digital skills, are they engaged? Does everybody understand how the change will improve patient care and why it is important for them? “Change is a process not an event.” Barbra Johnson Organisational Readiness Are current processes understood? Are intended benefits mapped to key deliverables? Is the right governance in place to steer the transformation? Is there a shared transformation strategy with Board oversight? Are decisions made at the right level of the organisation? “Mere good governance is not enough; it has to be pro-people and pro-active. Good governance is putting people at the center of development process.” Narendra Modi Technology Readiness Have you a detailed understanding of current infrastructure? Are current clinical and operational applications understood? Are the data integration and migration requirements understood? Is there a strategic implementation roadmap aligned to the clinical vision? Skills to Navigate Successful implementation of Electronic Patient Record (EPR) requires orchestration of many specialist skills, tools and frameworks ensuring that common pitfalls are avoided. Each NHS trust has unique challenges due to great variation across the health service, requiring use of good practice and expertise. It is arguably one of the biggest and most complex implementations across any industry and something staff within the NHS typically experience once in a career. Read more on the heuristics of big projects by SmartCo Partner, Paul Gilliatt.

We are thrilled to announce Molly Gray has joined SmartCo as Project Resource Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Molly to ask her a few questions about her career path, her new role at SmartCo, what attracted her to SmartCo and what she enjoys doing in her spare time. Hi Molly. What has been your career leading up to SmartCo? I have over 8 years of experience in resourcing and have spent the last 5 years working across IT, change and transformation, and procurement within the public sector. What is your new role and what will you be focusing on? I’ll be working as Project Resource Manager in the Health team supporting all the consulting engagements across the NHS. What are you looking forward to most? I’m excited to get involved in consulting work as that will be new to me. I’m really looking forward to learning more about our clients and all things healthcare. The culture at SmartCo is great and has a lovely family feel. What attracted you to SmartCo? Being involved in strategic partnerships with our clients at SmartCo and being part of a close-knit team all delivering towards the same goal is what attracted me to SmartCo. There’s a lot of autonomy/flexibility around your role and career path here which is great. What do you enjoy doing in your spare time? I’m a very active person so you will usually find me at 1rebel class, the gym or doing long walks across London as well as exploring different restaurants/pubs.

SmartCo is an NHS SBS Trusted Supplier Following a competitive procurement process, SmartCo is proud to announce that we have been selected as a trusted supplier on the NHS Shared Business Services’ Digital Health Advisory Services framework. We are very excited to offer our NHS customers another route to procure our services. SmartCo has secured a position to provide support to NHS and public sector organisations across: LOT 1 – Specialist Clinical and Healthcare Digital Management Consultancy LOT 2 – Clinical and Digital Health Delivery and Augmentation LOT 4 – Digital Skills in Healthcare  ‘This is a fantastic win for SmartCo. We’re incredibly excited for the opportunity to support our NHS customers on their digital healthcare initiatives. The Digital Health Advisory Services framework gives us a robust platform to provide our services for years to come. As we’ve been awarded on multiple lots, the scope of what we can provide is very broad, covering everything from strategy change, implementation and resource augmentation. Having worked with the NHS SBS for several years their framework is well liked by our customers. They provide attentive support and offer a straightforward call-off process. Congratulations to the SmartCo team on the bid submission and all the other successful framework suppliers. We look forward to exploring new projects and opportunities through this framework’. George Jackson, Head of Commercial

We are thrilled to announce Andy Tidd’s new role within SmartCo as Director, Manging Consultant – Delivery Services. Wishing you a warm welcome from the entire SmartCo team. We sat down with Andy to ask him a few questions about his career path, his new role at SmartCo, what excites him most about working at SmartCo and what he enjoys doing in his spare time. Hi Andy. So, what has been your career leading up to SmartCo? Over the past 30+ years I have worked for a number of blue-chip companies such as IBM, HP, Sony, Vodafone, in addition to logistic and manufacturing companies. Within each of these businesses I was a senior leader for major programmes of work across the UK, Europe and Globally. What is your new role and key responsibilities at SmartCo? As Director / Managing Consultant, I’m responsible for portfolio management of major customers as well as working on other key customers across project and programme governance. What most excites you about being part of the team? SmartCo is a dynamic consultancy, making significant progress changes within mid to high end consultancy. It’s an inspirational company with forward thinking values, making it an exciting place to work. There’s energy and enthusiasm everywhere within the teams. Working in partnership with our customers, taking projects to a new level of smart working, really makes a difference to how we progress and deliver significant outcomes. What’s unique about SmartCo? SmartCo feels like an extended family! We are big enough to count, but small enough to care. With a culture of open mindedness that is part of the core DNA. What are your interests and hobbies? I have a wonderful wife, two dogs that keep me healthy, five grandchildren that keep me grounded and an obsession with farm equipment! I love travelling and seeing new places, culture and culinary experiences.

I’ve spent my career doing big transformation projects. A few years ago, I was fortunate to complete the Major Projects Leadership Academy at the University of Oxford, where I studied with other people who do big projects in Government. We found our projects had more in common than not, whether these were delivering new schools, transport infrastructure, Government services or (in my case) digital transformation in the NHS. “The role of the major project leader is best conceived as the CEO of a large, temporary organisation.” Major Projects Leadership Academy One of the many things that has stuck with me from the academy was a talk by Professor Bent Flyvberg on becoming a “master builder”: people experienced in doing big projects who rely less on rules, and more on intuition and “heuristics”, in making decisions. Bent has just written a new book by the way, “How Big Things Get Done”. So here are my heuristics for big projects: 1. Start on the right trajectory Projects that start well tend to end well, and it’s significantly more costly to course correct a project the further it gets. You need to put in the hard yards upfront to ensure everyone is signed up to the vision, outcomes, business case, delivery model and plan. 2. Don’t swim against the tide Big projects don’t take place in a vacuum, so they need to be aligned with their operating environment (i.e. political, economic, sociological, technological, legal and environmental) if they’re going to work. Project leaders must understand, and adapt to changes in, the operating environment – to look outwards as well as inwards. 3. Beware optimism bias Optimism bias is our natural tendency to overestimate positive outcomes and underestimate negative ones. For projects, this means we tend to think we can deliver them better, faster, and cheaper than anyone else. You can compensate for this by adopting external benchmarks and views. “Most of us view the world as more benign than it really is, our own attributes as more favorable than they truly are, and the goals we adopt as more achievable than they are likely to be.” Daniel Kahneman 4. Take a different view When working on big projects, it’s easy to get lost in the details, or even to adopt a siege mentality. Make sure you get the right governance and assurance in place and find the space and time as a team to see the big picture. I like the analogy of moving between the balcony and the dancefloor (adaptive leadership). I find my role as a high-risk review team leader for the Infrastructure and Projects Authority helps me to take an external perspective. “Sometimes a change of perspective is all it takes to see the light.” Dan Brown 5. Great teams do great things This is a simple one. People deliver projects, so build the best team you can, including the right partners, and give them the tools they need to do the job. “If you give a good idea to a mediocre team, they will screw it up. If you give a mediocre idea to a brilliant team, they will either fix it or throw it away and come up with something better.” Ed Catmull 6. Keep it short, go fast The problem with big projects is less their scale and more that they take too long and don’t adapt to change. Divide them into short, deliverable chunks, and move with pace and agility. We did this well in the NHS during the COVID-19 pandemic. “There is only one way to eat an elephant: a bite at a time.” Desmond Tutu 7. It’s always about the people (not the tech) “Digital transformation” is about improving services for the people that provide and use them. NHS England’s recent usability survey of frontline staff highlighted that how well systems are implemented has a much greater bearing on usability than the systems themselves. Make sure you understand the problem, people’s needs and goals; work together to design and deliver future services; and share skills so you can continue to develop as people’s needs change. 8. System change needs system thinking Big projects generally deliver change across complex systems, involving many organisations and stakeholders. Think about the roles and interactions they have, and how to influence them and develop effective coalitions that deliver the project’s outcomes. 9. Follow your North Star Although the journey is often uncertain, it’s important to start with a clear vision (North Star) that people can get behind, and that you can use to collaboratively make decisions and resolve conflicts along the way. “Keep your eyes on the stars, and your feet on the ground.” Theodore Roosevelt 10. Trust your gut How many times in delivering projects, or in life in general, have you known things weren’t right before they went wrong? Don’t be afraid to act on your intuition – if it doesn’t feel right, it’s not right. “Intuition is a very powerful thing, more powerful than intellect, in my opinion.” Steve Jobs And finally… 11. Be well Doing big projects is tough, so it’s vital to look after yourself, and your teams. Have good support networks in place, take the right advice and find your “happy place”. About Paul Paul works in partnership with healthcare organisations to deliver people-centred transformation that improves services for patients and staff. He has 25 years’ transformation experience, with 15 years leading national programmes and services in the NHS. He is a graduate of the Major Projects Leadership Academy, a high-risk review team leader for the Infrastructure and Projects Authority and a mental health first aider. About SmartCo Consulting SmartCo is your dedicated partner in accelerating digital and technology transformations. We provide actionable advisory services and expert project delivery across diverse industries, including Retail, Consumer, Manufacturing, Financial Services, Media, Construction and the NHS.

As we embark on 2024, the cloud computing landscape is poised for an era of significant transformation. This year marks a period of rapid innovation, presenting both challenges and unparalleled opportunities in the tech world. The fusion of cloud technology with advancements in cybersecurity and artificial intelligence, which began taking shape in 2023, is now accelerating, paving the way for groundbreaking developments. This year, we’re not just witnessing a continuation of trends; we’re at the cusp of a new chapter in cloud computing, one that promises to reshape the industry and redefine our approach to digital solutions. Our top 10 Cloud Trends and Predictions in 2024 1. The New Age of Diverse Cloud Solutions In 2024, the concept of a one-size-fits-all cloud solution is becoming obsolete. We’re transitioning to a dynamic era where hybrid and multi-cloud environments are the norm. This approach integrates on-premises infrastructure with diverse cloud services, primarily offered by Amazon AWS, Microsoft Azure and Google Cloud Platform (GCP), offering businesses unprecedented flexibility. This evolution allows organisations to tailor their cloud resources to specific needs, ensuring redundancy and embracing vendor-agnostic solutions. It’s a significant leap towards a more customised, efficient and resilient cloud computing landscape, suitable for companies of all sizes. 2. Complexities in a Multi-Cloud World The shift towards multi-cloud environments in 2024 brings its own set of challenges. As organisations adopt a mix of cloud services and applications, the complexity in managing these diverse systems increases significantly. While there are emerging solutions aimed at simplifying the intricacies of multi-cloud setups, it’s crucial to be wary of tools that only mask the complexity rather than truly streamline it. This situation calls for a careful approach, balancing the benefits of multi-cloud strategies with the need for effective and genuine management solutions. 3. Rising Trend of Serverless Technology Serverless computing is gaining momentum in 2024, renowned for its efficiency and scalability. This technology allows businesses to focus on application logic without the hassle of managing server infrastructure. The maturation of serverless platforms is enabling organisations to develop and deploy agile, cloud-native applications more effectively than ever. As a result, serverless computing is becoming a cornerstone for businesses seeking to leverage the full potential of cloud technology while minimising overhead and maximising operational efficiency. 4. Advancing Security in Serverless Environments With the rise of serverless computing in 2024, the focus on security has intensified. The expansion of serverless architectures necessitates specialised security tools and practices to protect against vulnerabilities and breaches. Businesses are now prioritising the security of serverless functions and data more than ever. This shift is crucial to ensure the benefits of serverless computing are not undermined by emerging security risks, leading to a more robust and secure cloud computing environment. 5. Leveraging AI for Cloud Optimisation Artificial intelligence (AI) and machine learning (ML) are increasingly crucial in optimising cloud resource management in 2024. These technologies are transforming how organisations manage their cloud infrastructure, leading to significant cost reductions, performance enhancements and overall operational efficiency. AI-driven cloud management is becoming the standard, enabling dynamic resource allocation, cost-saving discovery and the automation of routine tasks. This trend highlights AI’s growing role in making cloud computing more efficient and effective. 6. Merging Edge Computing with Cloud Technologies The integration of edge computing with cloud services is a key development in 2024. This combination enables real-time data processing at the network’s edge, significantly reducing latency for Internet of Things (IoT) applications and other latency-sensitive workloads. Cloud providers are expanding their offerings to include edge computing solutions, thereby extending their services to the edge of networks. This advancement opens up a myriad of new use cases, marking a significant step in the evolution of cloud computing. 7. Preparing for Quantum Computing’s Impact on Security The advancements in quantum computing in 2024 are prompting a significant shift in cloud security. Traditional encryption methods are now vulnerable to quantum computing’s capabilities. In response, cloud providers are introducing quantum-safe encryption techniques to protect sensitive data against these emerging threats. This proactive approach is crucial for businesses relying on cloud services, offering them access to advanced cryptographic solutions that are resistant to quantum computing risks. This trend underscores the industry’s commitment to staying ahead of cybersecurity challenges. 8. Innovative Security Approaches in Cloud-Native Ecosystems In 2024, the cloud computing landscape is increasingly shaped by innovative, cloud-native startups. These companies are offering new, software-driven security solutions specifically designed for the cloud. As more organisations adopt cloud-native applications and microservices, the demand for security tools that address the unique challenges of these architectures grows. These cloud-native security solutions are crucial for ensuring that applications remain secure throughout their lifecycle, reflecting a tailored approach to cloud security. 9. Sophisticated Ransomware Attacks As we progress into 2024, ransomware continues to be a significant threat to cloud services. Attackers are increasingly targeting cloud storage and services due to the vast amounts of valuable data stored online. The sophistication of these attacks is expected to rise, with more advanced techniques bypassing traditional security measures. This trend underscores the need for enhanced cloud security protocols, regular backups and comprehensive disaster recovery plans. As ransomware becomes more intricate, cloud service providers and users must be vigilant and proactive in implementing robust security strategies to protect sensitive data. 10. Sustainable Practices in Cloud Computing In 2024, cloud sustainability initiatives are taking centre stage. Cloud providers are increasingly investing in green technologies and advocating sustainable practices. Their focus is on reducing their carbon footprint through eco-friendly data storage and more energy-efficient data centres. This trend reflects a growing commitment to environmental responsibility in the cloud computing industry, aligning with the values of socially-responsible organisations. Sustainable cloud computing offers benefits, not just for the planet, but also for businesses looking to minimise their environmental impact. Addressing the Cloud Skills Gap The demand for cloud computing expertise is rapidly outpacing supply in 2024, highlighting a significant skills gap. This gap is particularly notable for roles like Senior Cloud Architects, Database Architects, AI/Co-pilot experts, and software engineers with cloud expertise. As cloud technologies become more complex, this demand is expected to grow, underscoring the need for continuous learning and development in this field. It’s essential for organisations to adapt and upskill their workforce to fully leverage cloud capabilities and manage associated risks and complexities.

SmartCo is officially certified as an ISO 14001 (Environmental Management) supplier We’re pleased to announce we head into the new year with another certification. SmartCo is officially certified to a new standard, ISO 14001, for Environmental Management. ISO 14001 offers a structured approach for businesses to address pressing environmental concerns including climate change and resource depletion. By adopting and adhering to this standard, we’re committed in taking proactive measures to minimise our environmental footprint and to ongoing environmental improvement as well as complying with relevant legal requirements. We are dedicated in playing our part for a sustainable future, blending environmental responsibility with strategic business growth. A big thank you to our operations team for helping us achieve our environmental objectives.

Everything you need to know about EPR adoption in mental health Watch the first of our Smart Conversations webinar series, hosted by Victoria Betton along with an amazing panel of digital health industry experts; Lee Rickles, Ayesha Rahim, Barbara Arroyo and Laura McGowan. If you would like to discuss people-centred design and how to optimise current systems by meaningfully engaging with clinicians and end users, please do get in touch.

“ Women hold up half the sky “ Mao Zedong, Emphasising the critical role of women in the cultural revolution. The case for all Integrated Care Systems to prioritise Women’s Health and the implementation of Women’s Health Hubs In the UK’s health and social care sectors, our reliance on women to hold up the sky is closer to 80%. Our workforce is highly feminised: 78% of the NHS workforce are women 82% of the care workforce are women A third of the care workforce are nurses, a profession that is approximately 90% female. Many nurses not only have professional caring responsibilities in their healthcare roles but also carry unpaid caring responsibilities in their personal lives. 59% of today’s unpaid carers are women contributing an estimated £77bn of care to the UK economy    (c 50% of the total annual budget of the NHS) Our sector is facing some of the most difficult times in its history. Waiting lists are at their highest, with unprecedented workforce issues in both recruitment and retention. Disproportionate impact of women’s health issues on our sector The impact of women’s health issues on the economy is generally not well understood; however a recent AXA Health report shows that this is taking a hefty economic toll on the UK, costing around £20.2 billion each year in sickness absence alone. In addition, when facing health issues that affect women, 83% report a financial impact, while nine in ten also experience emotional job-related struggles. There is a general lack of data around the health issues which particularly affect women, however, we do know that: 1:10 women are considering leaving the workforce due to the impact of the menopause (50% of the health and care workforce are of menopausal age around 45- 60) 1 in 10 women suffer from endometriosis with over 50% of women visiting their GP up to 10 times and A&E at least once pre diagnosis (a lengthy process taking an average of 8 years). 20% of women with endometriosis have visited hospitals more than 10 times in their diagnosis journey. Presenteeism (where women come into work but are unable to work at full productivity levels) cost an additional 9 days per annum according to a 2023 BMJ article. Not only does this have a negative effect on women’s lives and well-being but the impact of these issues on a predominantly female NHS and social care workforce hampers efforts to deliver health and care to the rest of the population. There are over 500,000 women on waiting lists for secondary care, in the main for gynaecological conditions; with an average of 16 weeks wait from referral to treatment. These are some of the longest waiting times nationally; how many of these women are also health and care workers? Focusing on women’s health issues could get doctors, nurses, carers, social workers, care assistants back to work, greatly assisting the NHS and social care in addressing its workforce issues. As well as the human cost; there is a sound economic argument for early recognition, diagnosis and treatment of these debilitating health issues and enabling women to work as productively as possible. Retaining skilled and experienced staff in the workforce will improve service delivery and decrease pressure on the sector. Supporting the 80% who are holding up the sky will offer benefits to all service users. Women’s Health Strategy and Women’s Health Hubs: the opportunity to innovate through digital: One year on from the publication of the Women’s Health Strategy, most ICSs are focusing on the design and delivery of their Women’s Health Hubs (WHH). Designed to bring a range of women’s services together under one (physical or digital) roof; there is a huge opportunity to think boldly, to collaboratively redesign clinical pathways and journeys for women which leverage innovation and digital technologies to scale and extend access to health and care services for many women. There are a wide range of models being designed across the country with hubs being developed out of primary and secondary or community care settings. Investments in digitising primary care, implementing Electronic Patient Records (EPR) alongside developing shared care and personal health records accessed via patient portals integrated with the NHS App create a digital ecosystem which can be leveraged in the development of WHHs. Designing for digital can enable WHHs to scale and reach wider groups, creating communities of support, connecting women with similar health concerns, providing encouragement and sharing experiences and management strategies. There are exceptionally good examples deployed today which can be replicated and scaled. However, any move to digital needs to be designed within the context of digital exclusion; an in-depth understanding not only of user needs but barriers to access will inform intelligent, multichannel design of services which work for everyone. Designing women’s health hubs informed by ICS digital inclusion strategies at an ICS level is critical to ensure that no woman gets left behind.   We have a thriving Femtech ecosystem in the UK with up to 56% of women between 18-14 and 40% of women 40-54 regularly using women’s digital health platforms. FemTech is revolutionising women’s health by helping de-stigmatise many aspects of women’s health—from menstruation to pelvic floor health to sexual wellness; by empowering women to connect with and have more control over their bodies and by extending the reach of health and care professionals through digital. By integrating remote monitoring and femtech applications into Women’s Health Hubs, we have the opportunity to ensure that these apps are clinically and digitally safe; “prescribing” them as part of a joined up set of services across channels. As part of Women’s Health Hubs, we can intelligently integrate apps, remote monitoring platforms and wearables into the service proposition designed to meet the needs of women and practitioners. Conditions which disproportionately impact on post menopausal women such as Cardio Vascular Diseases (CVD) can be remotely monitored and data integrated into women’s health services enabling identification of symptoms, prevention and more timely interventions. Engaging women in the design of women’s health services As well as having the most to gain from focusing on addressing women’s health issues, the health and care sector also has the most opportunity to do so. We have a huge and engaged clinical and practitioner community who could be invited to help to Design Test Pilot Pathways, new models of care and digital solutions This community is both user and practitioner with the dual perspective of assessing whether new services work for women as: Clinicians Practitioners Care givers …an unprecedented opportunity to innovate from a multiplicity of perspectives. For many of these clinicians, the work which they do in Women’s Health is amongst the most enjoyable and rewarding part of their working lives, enabling them to specialise in and focus in these areas may act as powerful and motivating retention factors. Fit your own oxygen mask before fitting others’ In a final thought, there is a strong argument to prioritise the treatment of our female workforce as a deliberate policy initiative. In the same way as we vaccinated essential workers as a priority during Covid, we could prioritise our female workforce as part of Women’s Health strategies. This will bring capacity and capability back into services and address some of the clinical areas with the longest outpatient waiting times.     Focusing Women’s Health Hubs on delivering services to those sections of the population will provide significant benefit to the wider health and economic outcomes for Integrated Care Systems.         We have a huge opportunity to shape a new form of healthcare delivery, combining the power of digital technologies with traditional clinical models to benefit women, both as patients and as service providers, genuinely turning the dial for women’s health.  

SmartCo is Carbon Neutral  We’re so pleased to announce we are a carbon neutral organisation. Not only have we been working hard at making more sustainable choices across our business to reduce our carbon footprint and limit our overall environmental impact but our carbon offsetting has saved an impressive 23 tonnes of CO2 emissions from being released into the atmosphere. ‘I’m proud to have supported SmartCo on our journey towards carbon neutrality. Changes in UK public sector carbon requirements happened to dovetail with broader SmartCo ESG ambitions to reduce our carbon footprint. Over the past 18 months we have been busy! We first appointed a Carbon Partner who specialises in giving small businesses best practical guidance. We then went through the process of creating carbon reduction plans, developing surveys across the business, actioning our plans and producing a set of detailed carbon reports. A special thanks to ESG Pro who have helped us through every stage of our carbon neutral journey.’ George Jackson, Head of Commercial A big thanks to George and ESP Pro who have been integral in helping us to invest in a safer climate and more sustainable world.

SmartCo is officially an ISO 9001 business supplier  SmartCo is officially an ISO 9001 business after passing the 2nd and final part of our ISO 9001 Accreditation. We’re incredibly proud to be internationally recognised and certified in our management and use of quality process, systems, people, governance and client management. We’re so pleased all our hard work has paid off and is helping us run a more efficient, client focused business. ‘As SmartCo grows at an incredible rate, it’s important we continue to service our clients with exceptional delivery. This needs strong and process driven Operations. ISO has enabled us to demonstrate all of the excellent processes that happen in the ‘back office’ but also ensures that we maintain the high standards that we set for ourselves. I’m so pleased to have achieved ISO 9001. A huge thanks to all those involved and I look forward to continuing our journey with ISO 14001.’ Oliver Kane, COO Big thanks to our amazing team, Sally Griffiths, George Jackson, Lydia Harvey-Jones, Grace Haynes, Aimee Camm and Wayne Hayes who have all worked so hard to get this over the line.

We are thrilled to announce Holly Young-Beke has joined SmartCo as Project Resource Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Holly to ask her a few questions about her career path, her new role at SmartCo, what attracted her to SmartCo and what she enjoys doing in her spare time. Hi Holly. What has been your career leading up to SmartCo? I graduated from the University of Sheffield in 2019 where I studied Psychology. Prior to this, I always had my own income from the age of 15. Whether that meant working for my local football club, West Ham, or other sales/commission driven environments e.g. Sports Direct selling bags for life or Linzi Shoes, trying to convince women that ‘this was the shoe for them’. I then embarked on my first professional Job at TEKsystems, specialising in infrastructure. Post Covid, my role and responsibilities changed immensely, which gave me the opportunity to grow both personally and professionally by becoming responsible for other individuals success. Since then, I felt I needed a new challenge. Hence, I joined SmartCo, a new exciting chapter with likeminded people who I can learn and grow from. What is your new role and key responsibilities at SmartCo? A Project Resource Manager within the private sector, identifying and attracting top talent. Being a fresh set of eyes that can help in driving new processes and bringing innovative ideas to help create a strong network of associates. What attracted you to SmartCo? The mature environment, the close-knit culture aspect, and the opportunity to be a part of something where I could leave my mark and make a change. I also liked the idea of the flexibility around roles. There isn’t a rigid structure which makes it more appealing. What’s unique about SmartCo and what excites you most? The culture here is unique and was one of my main reasons for wanting to join. I love the fact that I’ve only been here 3 weeks but I feel completely part of the team already. Everyone I’ve met thus far has been so friendly and easy to talk to. I’m excited to learn more about our clients and be apart of the many initiatives that we’ve been working towards in the background. What do you enjoy doing in your spare time? I go to the gym a lot in my spare time and anywhere that gives me access to good food, cocktails and some afrobeats 🙂

We are thrilled to announce Paul Gilliatt has joined SmartCo as Director of Healthcare Transformation. Wishing you a warm welcome from the entire SmartCo team. We sat down with Paul to ask him a few questions about his career path, his new role at SmartCo, what attracted him to SmartCo and what he’s most excited about in joining. Hi Paul. So, tell us, what has been your career leading up to SmartCo? I’ve spent the last 15 years leading national programmes and services in the NHS, including frontline digitisation, NHS DigiTrials, and the health and social care network. I’m a graduate of the UK Government’s Major Projects Leadership Academy and a High-Risk Review Team Leader for the Infrastructure and Projects Authority. What is your new role at SmartCo and what will you be focusing on? My new role as Director of Healthcare Transformation at SmartCo will be very much a continuation of what I’ve done before – working in partnership with healthcare organisations to improve services for patients and staff. What attracted you to SmartCo? Our people, our values, our ambition and our customers. We have a great team and approach to delivering people-centred transformation, the smart way! What are you most excited about in joining SmartCo? I’m excited about working with our customers to ‘get things done’. Tell us a fun fact about yourself… I thought I should get some frontline experience in my role, so I broke my leg playing with my daughter in the local park. The wonderful team at Epsom and St Helier did an amazing job of putting me back together!

We are thrilled to announce Grace Haynes has joined SmartCo as Operations & Compliance Administrator. Wishing you a warm welcome from the entire SmartCo team. We sat down with Grace to ask her a few questions about her career path, her new role at SmartCo, what attracted her to SmartCo and what she enjoys doing in her spare time. Hi, Grace. So, tell us, what has been your career leading up to SmartCo? I’ve worked in Recruitment Admin for the last 8 years. I started off at an Agency focusing on contractor support, compliance and payroll before moving over to the Consultancy function as a Project Analyst where I onboarded consultants, organised regular project update meetings and managed reporting for Clients. I most recently worked via an RPO onsite at Morgan Stanley focusing on Internal Recruitment Coordination. What is your new role and key responsibilities at SmartCo? My new role is Operations & Compliance Administrator and my key responsibilities include conducting compliance and producing contracts for all contractors and associates, as well as extension and termination paperwork and a wide variety of recruitment admin. What attracted you to SmartCo? The fact it seems like a very refreshing place to be! The people I spoke to prior to joining had nothing but great things to say about the culture and current success of the business. What excites you most about working at SmartCo? The direction the business is going in and being part of a great team that is passionate, innovative and forward thinking. The growth of SmartCo really makes me feel like I’m going to be able to further my career and create my own path for success. How would you describe SmartCo in 3 words? Ambitious, flexible and supportive. How would you describe yourself in 3 words? Positive, caring and outgoing. What do you enjoy doing in your spare time? I enjoy socialising with my friends and family, holidaying when I can and spending time with my crazy 3 year old daughter, Olive. I’ve taken her abroad twice now and can’t wait to share more of the world with her and make more special memories as she gets older.

We are thrilled to announce Sandeep Mangat has joined SmartCo as a Project Resource Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Sandeep to ask him a few questions about his career path, his new role at SmartCo, what’s unique about SmartCo and what his interests and hobbies are. Hi, Sandeep. So, tell us, what has been your career leading up to SmartCo? Since the age of 8, my parents have always instilled in me a solid work ethic, while working in their Kew-based newsagents and taking on the paper rounds. Ultimately this led to me graduating with a Maths degree from Nottingham Trent University, however I decided against being a Maths teacher and somehow ended up in Sales, working on a telesales campaigns for MUTV, BT Blackberry and BT Cellnet at the Listening company. I then took some time off to broaden my horizons by travelling around Southeast Asia and living and working in Australia. Returning to the UK, I started discovering an interest in Tech and since then I’ve worked for two innovative Tech recruitment agencies, Connect Group and Digitech Resourcing, managing clients and successfully delivering Perm and Contract placements across a range of industries. Most of these candidates would have either come from a background in software development, Data Engineering, Cloud/Infrastructure, Architecture, ERP/CRM, PMO,  Programme/Project Management and C-Level staff too. Recognised for my consistent billing, while also successfully mentoring and managing multiple resourcing teams, led to my promotion to Associate Director at Digitech Resourcing, before deciding on a new chapter in my career joining SmartCo. What is your new role and key responsibilities at SmartCo? As Project Resource Manager at SmartCo, my role is to further enhance our existing relationships with key clients and associates, across the private sector, as well as forging new relationships. Drawing on 20+ years of experience in tech recruitment and leveraging my skills in networking and fostering of relationships, I will be helping build highly productive teams at SmartCo, who will help deliver complex IT transformation projects and solve end users’ problems. Other areas I’ll be focusing on include helping to expand and improve our database and internal processes within resourcing, associate care and getting involved in internal permanent hires for SmartCo. I am also looking forward to attending and expanding my professional network by participating in the various regular events, sponsored and hosted by SmartCo, with a long-term view of eventually hosting my own events, on behalf of SmartCo, to widen our presence in the IT transformation world. What excites you most about working at SmartCo? I’m excited about the opportunity to work with the team here and grow and develop as a member of the SmartCo family. Everyone has been exceptionally helpful since joining and I’m really impressed by the diverse range of expertise across every division. SmartCo places a significant emphasis on collaboration, mutual support and teamwork while ensuring the well-being of its employees too. As the company continues to expand, I love that it prides itself on its diversity and inclusion. What’s unique about the company? The culture here is fantastic and the opportunity to meet with the different teams and individuals throughout the interview process gave me the confidence to want to join SmartCo. I believe a lot of it is down to trust, honesty, flexibility and transparency. A lot of the company hires have been made through personal networks and previous business relationships. SmartCo is also very family-friendly and understand the importance of being flexible around parents with children and this was also one of the major factors in my joining SmartCo. Every employee is included and there is an open forum when it comes to company updates, sales pipeline, associate care, marketing, financial updates, etc… What are your interests and hobbies? Football is my passion… however, for my sins, I support Oldham Athletic and try my best to get to some local away games when possible. I also enjoy going to gigs regularly and keeping fit by playing tennis (awfully!) and trying to keep up with my 5-year-old son, who, on current form, is destined to become an Olympic sprinter. Tell us a fun fact about yourself… I love listening to music, especially Indie 90’s classics and Britpop, going to gigs and still manage to get involved in the mosh pit now and then! Although, my ultimate musical highlight was spending ten minutes one afternoon in a North London pub chatting with the legendary Liam Gallagher over a pint of Guinness.

We are thrilled to announce Nick Thomas has joined SmartCo as a Senior Project Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Nick to ask him a few questions about his career path, his new role at SmartCo, what excites him most about joining SmartCo and what he enjoys doing in her spare time. Hi, Nick. So, tell us, what has been your career leading up to SmartCo? Successful delivery of technology and IT in businesses has been the focus of my career, specialising in cloud and software delivery, primarily within the Healthcare industry. I started my career in technology consultancy, large and then startup scale. I then led cloud delivery for a mature startup. Most recently I’ve worked in technical project management and programme management for a high-growth digital health startup, deploying complex digital health services in the US, UK, Rwanda and South-East Asia. I visited a completed project in person whilst travelling through Rwanda which was a real career highlight. What is your new role and key responsibilities at SmartCo? I’m joining SmartCo as a Senior Project Manager. I’ll be supporting our clients with their project and programme needs, as well as supporting SmartCo on the internal projects and initiatives we need to scale whilst continuing to provide high-quality services and solutions to our clients. What excites you most about working at SmartCo? The opportunity to work with and learn from my SmartCo colleagues on our client’s solutions and challenges. I learn by working with great people on varied opportunities and challenges, and SmartCo provides all of that. Being part of a company that has found that successful touch and is achieving sustained growth is another big positive of course! How would you describe SmartCo in 3 words? Results, Nimble, Teamwork How would you describe yourself in 3 words? Curious, Comedy, Competitive. What are your interests and hobbies? I love to be outside adventuring and exercising. I’ve done plenty of competitive running and I’m trying out triathlons as well. My latest adventure: living in a camper van from Nairobi to Cape Town. When I’m not rushing around, I love to read and to game (both board and video).

We are thrilled to announce Esra Yetis has joined SmartCo as a Principal Product Consultant. Wishing you a warm welcome from the entire SmartCo team. We sat down with Esra to ask her a few questions about her career path, her new role at SmartCo, what attracted her to SmartCo and what she enjoys doing in her spare time. Hi, Esra. So, tell us, what has been your career leading up to SmartCo? My career leading up to SmartCo has been a journey full of diverse experiences! Over the past 17 years, I have had the privilege of working at reputable creative agencies and consultancies as well as collaborating with companies undergoing large scale digital transformations. During this time, I focused on guiding them through product innovation and implementing best practices. Looking back, I’m particularly proud of launching my career at such an early age and continuously developing myself ever since. Life changes and the learning opportunities along the way have shaped me both personally and professionally. What is your new role at Smart Co and what are you looking forward to most? I am very excited about my new role at SmartCo as a Principal Product Consultant. I’m very much looking forward to collaborating with clients, understanding their unique challenges and achieving exceptional outcomes together. What attracted you to SmartCo? I was particularly impressed with how professional and communicative SmartCo were from initial meetings to joining and the way they talked about and value their people. We have an impressive array of clients and a great culture which I’m excited to be a part of. What are you most passionate about in the work you do? Digital Transformation as a whole. Primarily producing products and transforming new ways of working and adopting best practice in the workplace. You’ve already achieved so much, what would you like to accomplish in the next 5 years? Eventually I’d like to build my own product. I want to build a product that positively impacts millions of people’s lives! I already have an idea or two in mind so watch this space… What do you enjoy doing when you’re not busy working? When I’m not thinking about all things digital I love getting behind a lens and practicing my photography skills. Most recently I’ve been capturing street photography but I’d like to focus more on portrait photography.

We are thrilled to announce Jess Hughes has joined SmartCo as Professional Services Manager. Wishing you a warm welcome from the entire SmartCo team. We sat down with Jess to ask her a few questions about her career path, her new role at SmartCo, what she’s looking forward to most about joining and what she enjoys doing in her spare time. Hi, Jess. So, tell us, what has been your career leading up to SmartCo? I’ve spent the last 10 years working within the Healthcare IT industry, focusing on client engagement and project delivery within NHS digital transformation programmes. I started my career working as a PSO at Imperial College Healthcare and Bart’s Health on their Cerner Go Live projects in 2014. I then moved on to work within healthcare consultancy organisations, supporting clients with the provision of professional services to ensure successful delivery of their EPR Training and Go Live projects. I’ve been involved with many aspects of client accounts and projects from initiation to delivery, ensuring projects are completed on time, with quality, and within budget. I’ve had the opportunity to work closely with both internal and external teams, where I’ve promoted and implemented best working practices. I’ve gained organisational skills having worked extensively in coordinating activities between departments, transforming operational processes and ensuring that all client projects I’ve been responsible are delivered on time and within budget. What is your new role and what are the key responsibilities? As Professional Services Manager within Healthcare, I’ll be serving as key point of contact in all matters related to client requirements and needs. I’ll be working to build and strengthen both client and associate relationships to achieve long-term partnerships with our healthcare accounts. I’ll also be working with sales and other internal teams to develop strategic account plans and develop a thorough understanding of our service offerings to better upsell and cross-sell to customers within healthcare. I aim to contribute to the overall growth of the business, whilst coming up with new ways of working to ensure I remain connected to clients and the ever-changing market to access new opportunities and ensure all clients are engaged on a regular and effective basis. What are you looking forward to most about joining SmartCo? I’m looking forward to being part of a creative and high performing team, working together to contribute to the overall growth of the business. What are your interests and hobbies? I enjoy running and keeping fit, as well as cooking for friends and family when I have time outside of taking care of my very energetic 15 month old son, Thomas. I also love travelling the world and exploring different cultures and cuisines. Tell us a fun fact about yourself… I worked as a Makeup Artist on Game of Thrones in Belfast, before I started my career in Healthcare.

We are thrilled to announce Oliver Kane has joined SmartCo as Delivery Director. Wishing you a warm welcome from the entire SmartCo team. We sat down with Oli to ask him a few questions about his career path, his new role at SmartCo, what he’s looking forward to most about joining and what he enjoys doing in her spare time. Hi, Oli. So, tell us, what has been your career leading up to SmartCo? I have 22 years of experience working in Project and Programme Delivery across a number of sectors. My career began in the NHS and after 7 great years, I moved into the private sector. I have led project delivery teams on multiple million-pound projects and programmes, transforming businesses and technology providers. In recent years, I have specialised in delivering enterprise-wide technology solutions including ERP, HCM and CMMS solutions to large, established businesses. What is your new role and what are the key responsibilities? I have been appointed as Delivery Director. My role is to support the growth and maturity of our delivery function, ensuring we have frameworks and processes in place to continue to deliver world class technology solutions for our clients. In addition, I will be leading the operations side of the business, continuing to improve on the great work that has been done to date. What excites you most about joining SmartCo? SmartCo is such a rapidly growing, innovative and exciting business and I’m relishing this new chapter in my career where I can bring all of my delivery experience and make a difference. The role is a fairly new role so I will be working with a broad remit and am looking forward to covering everything from our business processes to how we interact with our clients and partners. What’s unique about the company? SmartCo is a boutique consultancy that really puts people at the heart of all we do. The culture of the business is extraordinary. I have genuinely never worked with such open minded and talented people in one company! I am so excited to be here and help grow the business. What are your interests and hobbies? I love my food and cooking is a great habit that I don’t want to break. My other passion is taking my son to Arsenal games and watching him train on cold mornings in Regents Park. I am still trying to be enthused about taking my 8-year-old daughter to Ballet on Saturdays! My family are big into volunteering and we actively support our local foodbank in East Finchley. I co-run a knife crime prevention business and am a committee member of a conservation trust which keeps me fit as well as muddy every week!

SmartCo Consulting is now an official supplier on the G-Cloud 13 framework via the Crown Commercial Service Supplier. The G-Cloud 13 framework is another commercial route for our public sector clients to procure our services. Some of our many services listed on the digital marketplace include: Support in transitioning and migrating to the cloud Strategy assignments, architecture reviews and assessments EPR programme resource support Innovation sprints Digital transformation programme management services Matt Alcock said ‘It’s great news that the G-Cloud 13 framework is now live. We had a real push this year to ensure our listed services align with our core offerings, enabling us to support our public sector clients at any stage of their cloud journey.’ If you’re interested in finding out more about our services in the wider public sector please contact Matt Alcock and if you are interested in our services within the healthcare sector please contact Lisa Waller.

We are pleased to announce we have been accredited under the National Cyber Security Centre’s Cyber Essentials Plus Scheme. Cyber Essentials is a Government backed scheme that helps businesses, whatever their size, protect against a whole range of the most common cyber-attacks. Cyber Essentials plus is the highest level of certification available.

We are thrilled to announce Javid Khan has joined SmartCo as Chief Technology Officer. Wishing you a warm welcome from the entire SmartCo team. We sat down with Jav to ask him a few questions about his career path, his new role at SmartCo, what he’s looking forward to most about joining and what’s unique about SmartCo. Hi, Jav. So, tell us, what has been your career leading up to SmartCo? I have over 20 years’ experience in the cloud and infrastructure space. I started out as a very hands-on technical guy before moving on to be a principal architect leading major engagements and then on to executive leadership delivering global services at scale. My experience has covered many different industry perspectives: I have experience working as an engineer on the client side for the likes of the NHS and William Hill, on the consultancy side for KPMG, Capgemini and as co-founder of cloud consultancy Layer-V, and, finally, on the cloud provider side as a Global Ambassador for AWS and industry thought leader. This broad range of perspectives has really helped me to understand the needs and views of everyone sitting at the table, be it the pain points of the enterprise, the capabilities of the consultancies or the ways that the CSPs like to operate. And SmartCo seems like a perfect new home to apply everything I have learned about how to deliver stand-out technology services to their ambitious and exciting roadmap. What is your new role and what are the key responsibilities? I have been appointed Chief Technology Officer. So my core responsibility is to develop the overall technology roadmap and service offering for SmartCo. That job has both human and technological elements, which are equal in importance. It means, firstly, really attuning to the needs of our clients and then, secondly, finely honing our technical capabilities and crafting bespoke innovation solutions to be able to meet those needs at speed and at scale. At the same time as building relationships with our customers, I am responsible for building our relationships with the wider industry, especially with our partners at Amazon, Microsoft and Google. This is a critical part of our strategy and one that I’m really excited to be leading. What do you like most/are looking forward to most about your role? The fact that SmartCo is an independent, boutique consultancy puts it in a very unique position in the market. There is plenty of scope for truly disruptive offerings that play at the edges of what is the norm or expected. I love the idea of offering complete flexibility around how we deliver services by leveraging the whole breadth of our resources—our permanent delivery teams, our associates, our technology partners and friends—to bring fresh and unique approaches to our clients. We also have some clear strengths and I’m really looking forward to developing those further, especially around cloud/data transformation and application modernisation. What excites you about working at SmartCo? I absolutely love the open, trusting and, ultimately, very human culture that the people here have built. This open spirit is something that we share with our partners and customers alike, which leads to amazing long-term relationships and friendships. What SmartCo has achieved so far is incredible, but there is the scope for exponential growth if we can create repeatable, scalable solutions across key verticals. And I’m really excited to see if we can bring together the ingredients to make that happen! What’s unique about the company? Simply put, we put people first! The emphasis is on having fun and just being our vibrant, human selves. It’s a young, dynamic, innovative business, but it also benefits from having an experienced tech leadership team that have built and sold businesses before and know what it takes. From a more technical perspective, a unique feature of our service offering is that we leverage both our own in-house delivery teams as well as a trusted ecosystem of associates that we have built up over the years, which we draw on as appropriate to create a very tailored service for our customers.