Reshaping a government department by building a new managed

Case Study: Retained SIAM Model and Shared Services Transformation

Client: A Central Government Department and Subsidiary Agencies

Delivery Partner: Regal Evolve & Associates

Challenge: Ineffective managed service contract and need for strategic transformation to an in-house shared services model

The Opportunity

A major central government department and several of its affiliated agencies were undergoing a significant transformation programme. They had previously engaged a single managed shared services provider to deliver operational IT services, aiming to enhance performance and user experience. However, the existing contract was falling short of collective needs.

To address this, the department sought to build a new internal managed shared services organisation capable of delivering high-quality IT services both for itself and its sister agencies.

A key enabler for this shift was adopting a retained Service Integration and Application Management (SIAM) model. This would allow the department to coordinate multiple suppliers internally, with the following objectives:

Full ownership and control over ICT services
Reduced dependency on a single provider
Specialist supplier integration for each service area
Improved quality and efficiency through collaboration
A seamless, insourced end-to-end service delivering best-in-class IT to all agencies

Due to Regal Evolve & Associates’ successful delivery of a retained SIAM model for another central government agency, we were directly approached to explore this opportunity. Following a detailed options paper and business case presented to our client’s executive boards, we were awarded the contract.

This transformation spans 14,000 end users across four agencies, indirectly supporting 1.4 million public sector employees— making it one of our largest and most impactful engagements to date.

Our Approach

At Regal Evolve & Associates, our Managed Professional Service engagements are built upon three core values:

Client Enablement
Teams of Excellence
Impartiality

Every programme is overseen by a Portfolio or Technical Director to ensure executive-level alignment and accountability from day one. Our Portfolio Director worked alongside the client to ensure full alignment with strategic outcomes and to oversee progress, performance, and reporting.

Recognising the importance of continuity, we began by working in partnership with the incumbent service provider to ensure a smooth and uninterrupted transition of services to the new internal shared services model.

We rapidly deployed a team of specialists within two weeks, including experts in:

Service Design
Portfolio Design
Project Accounting

Our Solution

We engaged stakeholders through structured meetings and workshops, enabling a shared understanding of the programme’s goals, challenges, and infrastructure. Our core objective was to deliver a retained SIAM model that was user-aligned, resilient, agile, transparent, and innovative.

To support this, we produced a Discovery Report that included:

Key Findings
As-Is State Assessment
To-Be Target Architecture
Solution Options
Strategic Recommendations

This report was modular and fully costed, enabling leadership to clearly understand and approve the required changes.

A portfolio of programmes was defined to establish the new internal managed shared services function, including a modern cloud-first technology platform. The portfolio comprised three main programmes:

1. Transform

• Build a new cloud-native environment in Microsoft Azure

• Roll out a digital workplace using the Microsoft 365 suite

• Execute a remediation strategy to move from legacy to modernised systems

2. Organisation

Design and implement a new Managed Shared Services Organisation
Develop an operating model, service catalogue, and governance framework

3. Transition

Oversee exit and commercial disentanglement from the incumbent provider
Manage service transition to the new SIAM-led model, including tooling and service design adoption

The Outcome

This engagement is transforming the client’s operating model, empowering internal teams, developing new capabilities, and significantly improving service quality and responsiveness.

With the discovery and design phases now complete, Regal Evolve & Associates has taken on a senior delivery management role as the client moves into full implementation.

Our collaboration is grounded in openness, trust, and shared outcomes—a partnership that continues to grow in strength and strategic importance.

Newer Post >

A group of graduates are throwing their caps in the air.

IdAM provides missing link to simplifying onboarding process at central Government Agency

June 17, 2025

Case Study: Identity and Access Management (IdAM) Transformation Client: A UK Government Agency Delivery Partner: Regal Evolve & Associates Challenge: Manual, inconsistent employee onboarding and user access management processes The Opportunity The Agency was undergoing a significant digital transformation, and a key part of this programme involved simplifying and standardising the onboarding, movement, and offboarding of employees across roles, departments, and exits. The legacy process was highly manual—reliant on hand-completed paper forms sent to IT helpdesks to request user account changes. This led to several operational and security risks: Inconsistent HR data quality Security weaknesses , including lingering access for users who had changed roles Ambiguity in job roles and corresponding system access requirements Misconfigured permissions with some users gaining inappropriate elevated privileges Lack of auditability , impairing GDPR compliance Following detailed consultation with the Agency, Identity and Access Management (IdAM) was identified as the most suitable solution. IdAM enables automated, secure access provisioning based on verified digital identities, limiting access to what is strictly necessary. Regal Evolve & Associates was selected through a competitive tender process to design and deliver the solution. Our Approach At Regal Evolve & Associates, we deliver every Managed Professional Service under three core principles: Client Enablement Teams of Excellence Impartiality A dedicated Technical Director was appointed to oversee the programme, ensuring a clear understanding of the business context, continual progress updates, and direct engagement with key stakeholders. IdAM programmes are inherently complex—touching every user, system, business process, and IT asset across the organisation. This level of integration requires careful alignment across HR, IT, governance, and operational departments. To meet this challenge, Regal Evolve & Associates deployed: A Business Analyst A Senior Solutions Architect Both experts were co-located with the Agency’s internal teams within four weeks of request, enabling immediate collaboration and knowledge transfer. Our Solution Our team conducted workshops and technical assessments with all key stakeholders. This informed the production of a comprehensive Discovery Report, which included: Key Findings Current-State (“As-Is”) Assessment Target-State (“To-Be”) Design Solution Options Final Recommendations This modular, costed plan gave the Agency clear visibility of the issues, proposed actions, timelines, and required resources. One of the most critical issues uncovered was data quality within the Agency’s HR system: Many user records lacked job titles, department assignments, or line manager references. This incomplete data made synchronisation with Active Directory —and therefore IdAM—impossible. To resolve this, Regal Evolve & Associates engaged senior leadership to s treamline and standardise job roles across the Agency , working closely with HR and department heads. Once finalised, these revised job roles will be updated in Oracle Fusion and synchronised with Active Directory to support automated role-based access control. The Outcome The discovery phase is now successfully complete. With full stakeholder engagement and technical alignment, Regal Evolve & Associates is preparing to implement the IdAM solution, delivering benefits including: Effective records management – enabling timely GDPR data requests Improved security – full lifecycle access control aligned to employee roles Role-Based Access Control (RBAC) – system permissions driven by verified job roles Privileged Access Management (PAM) – strict oversight and auditing of admin rights Microsoft Identity Manager – seamless synchronisation between HR and IT systems Public Key Infrastructure (PKI) – secure, encrypted access to critical systems Workflow-driven approvals – enhancing accountability and traceability Reduced IT helpdesk burden – fewer manual requests and faster resolution Improved user experience – e.g., self-service password resets Increased productivity – secure access from day one in the correct role Greater visibility – into how identity and access are governed Agency-wide

A man is writing on a blackboard in a classroom

Robotic process automation improves productivity for Government Agency

By Default Author • June 17, 2025

Case Study: Transforming Licensing Operations with Robotic Process Automation Client: A UK Government Agency Service Provider: Regal Evolve & Associates Challenge: Inefficient processing of high-volume, complex license applications The Opportunity The Agency’s licensing unit was overwhelmed by the volume and complexity of applications. This led to: • Missed KPIs due to unmanageable workloads • Reduced quality of application assessments • High staffing costs from manual processing demands The Agency sought a Managed Service partner to streamline operations through automation, with a focus on: Reducing manual effort Improving customer service Enhancing data quality Our Approach Regal Evolve & Associates leveraged its existing team of 110 experts across the Agency to extend support to the license processing unit. Our engagement was guided by three principles: Client Enablement Teams of Excellence Impartiality A dedicated Portfolio Director led strategic oversight, collaborating closely with stakeholders and frontline staff to ensure alignment with business outcomes. Through this engagement, Robotic Process Automation (RPA) was identified as the most effective solution. The objective: automate high-volume, rules-based tasks to boost efficiency and accuracy without displacing people. Solution Design & Delivery Regal Evolve & Associates deployed a multidisciplinary team, including: Business Architect (lead strategist) 2 Business Analysts Project Manager (milestones, budget, vendor oversight) Key steps included: Development of a compelling business case and benefits realisation plan Engagement with the investment board and parent department for approvals Implementation of a cloud-native RPA platform (Thoughtonomy), integrated into a complex multi-system environment Upskilling of internal teams to ensure long-term sustainability Measurable Outcomes Post-implementation, the RPA solution delivered significant benefits: 30–95% faster processing throughput Up to 10x capacity increase 50% reduction in rework 30% faster like-for-like task execution Savings equivalent to six FTEs redeployed to higher-value roles Positive ROI achieved in under 2 years First successful deployment of high-complexity RPA in central government Strategic Impact • A live dashboard provided real-time performance tracking • Internal teams gained confidence and skills to manage RPA post-contract • Regal Evolve & Associates facilitated a cross-agency RPA working group , hosted showcases , and shared insights across Whitehall Due to the success and scalability of the solution, the Agency renewed its RPA contract and is now exploring further opportunities with Regal Evolve & Associates.