Case Study: Wales & West Utilities
Strengthening Business Continuity Management
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Client
Wales & West Utilities
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Engagement
BCM Framework
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Focus
Business continuity, governance, resilience
Designing and embedding a practical, organisation-wide business
continuity framework.
The challenge
Wales & West Utilities recognised that its existing Business Continuity Management framework required enhancement to better reflect organisational complexity, evolving risks and regulatory expectations.
The framework was being applied with varying levels of consistency across the organisation, reflecting differences in maturity of approach and supporting documentation. There was also a need to move beyond compliance and ensure the framework was practical, embedded and capable of supporting effective response in real scenarios.
Our approach
Littlechild & Haley worked collaboratively with stakeholders across the organisation to design a more robust and holistic Business Continuity Management framework.
The work focused on:
- Understanding current practices and maturity across the business
- Engaging stakeholders to ensure the framework was practical and usable
- Aligning the framework to recognised good practice while tailoring it to the organisation
- Ensuring clarity of roles, responsibilities and governance
A strong emphasis was placed on making the framework operational, not just documented, so that it could be consistently applied across teams and support effective response during disruption.
The impact
The engagement resulted in a significantly strengthened and more cohesive Business Continuity Management framework.
Key outcomes included:
- A more robust and structured framework aligned to best practice
- Improved clarity of governance, roles and responsibilities
- Enhanced confidence in the organisation’s ability to respond to disruption
- A clearer and more consistent approach to business continuity planning across the organisation
The refreshed framework now provides a stronger foundation for the ongoing development and embedding of business continuity practices across the business.
Designing and embedding a practical, organisation-wide business continuity framework
What made the difference
Wales & West Utilities particularly valued:
- A collaborative, insight-driven approach
- A focus on improvement, not just compliance
- Practical, prioritised recommendations
- Strong stakeholder engagement across the organisation
“Littlechild & Haley combine deep expertise with a pragmatic, client-focused approach, delivering practical solutions that drive meaningful improvement.”
– Debra Webb, Head of Internal Audit, Wales & West Utilities
