Moorhouse Consulting Ltd
Customer Insight & User Experience Design
Moorhouse utilises cloud solutions and emerging technologies to elevate user-centric design and personalisation. Our approach enriches end-user experience and delivers comprehensive insights that drive significant business value and strategic focus. By prioritising customer insight, we tailor solutions to meet unique needs of each client, ensuring optimal engagement and transformative outcomes.
Features
- Applying cloud and emerging technologies
- Developing digital channels to enable better user/customer experience
- Developing better insights and targeting higher value return through segmentation
- Understanding the changing needs of an organisation and identifying requirements
- Aligning cloud technology with a focus on users/customers
- Creating an interplay between products and services
- Developing new customer focused operating models
- Identifying emerging technologies that could be applied to business areas
Benefits
- Improved enterprise connectivity using flexible cloud technology platforms
- Targeted digital product or propositions aligned to organisational strategies
- Organisational alignment using customer-centric operating and service delivery models
- Improved insights from user / customer data to inform change
- Reduced cost-to-serve per customer
- Improved customer experience and service value
- Improved understanding of customer segments, behaviours and feedback
- Enabling greater competitive advantage
Pricing
£325 to £2,100 a unit a day
- Education pricing available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at centralbids@moorhouseconsulting.com.
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Framework
G-Cloud 14
Service ID
4 3 8 3 3 0 3 3 6 2 6 5 2 9 8
Contact
Moorhouse Consulting Ltd
Jon Russell
Telephone: +44 (0) 203 004 4482
Email: centralbids@moorhouseconsulting.com
Planning
- Planning service
- Yes
- How the planning service works
-
We provide comprehensive planning services for the implementation of cloud hosting and cloud software, with a strong focus on customer insight and user experience design. Our approach is designed to ensure that the cloud solutions we implement are not only technically sound but also optimised for end-user satisfaction and engagement.
• Analyse end-user behaviors and expectations through targeted surveys and interviews.
•Create personas and journey maps to inform the security architecture and solution design.
•Develop prototypes and conduct usability testing to refine the cloud solution based on real user feedback.
• Strategically phase implementation to minimise user disruption and include user training.
•Continuously collect user feedback post-implementation to enhance the cloud solution. - Planning service works with specific services
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- No
Service scope
- Service constraints
- No constraints
User support
- Email or online ticketing support
- No
- Phone support
- No
- Web chat support
- No
- Support levels
- N/A
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA
- ISO/IEC 27001 accreditation date
- 07/02/2024
- What the ISO/IEC 27001 doesn’t cover
-
8.04 Access to Source Code;
8.11 Data Masking;
8.25 Secure development life cycle;
8.27 Secure system architecture and engineering principles;
8.28 Secure coding;
8.30 Outsourced Development - ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
As a B-Corp, social and environmental responsibility is at our core. This is evident in our ISO14001 certification and Environmental Management System (EMS), guiding sustainable practices across procurement, operations, and client services. Dedicated to achieving Net Zero by 2040, demonstrated in our published Carbon Reduction Plan, we are committed to reducing tCO2e intensity by FTE employee from 1.1tCO2e (21/22) to 0.5 tCO2e by 2027.
Our office has a zero waste to landfill strategy and is supplied by renewable electricity. In a few years, Dashwood House will become one of the first office buildings in London to have an air source heat pump providing renewable heating.
To encourage our staff to improve our environmental impact, we:
- Provide reusable water bottles to prevent plastic consumption.
- Eliminate single-use items in the staff kitchen.
- Use a stationery supplier who ensures goods are supplied in reusable containers.
- Source local catering suppliers providing food in reusable boxes, delivered on bike.
- Introduced a pre-tax EV programme.
To further reduce our carbon emissions, we hope to implement further measures throughout the contract such as:
- Supporting the transition to green tariffs at home for our employees.
- Investigating lower carbon options with our pension provider.
- PAS2060 compliance of our carbon reduction efforts.
For each contract, we assess and mitigate environmental impacts. We offer support in developing/enhancing clients' EMS as a value-added service. Additionally, we promote environmental protection and improvement through:
- Educational events in our ‘BREEAM certified Excellent’ office.
- Participation in/attendance of global and national events, e.g., Sustainability Week, COP28.
- Developing project environmental impact reports, shared with client, including reporting and lessons learned.
- Reviewing our Environmental Risk Assessment and EMS every three months, to monitor, measure and report progress, sharing environmental opportunities for implementation.Covid-19 recovery
To support people struggling to access work, including those left unemployed by COVID-19, we put in place an Apprenticeships and Skills Development Policy that offers roles in our Business Support team. This is supported by our partnership with Resurgo, a charity helping young people facing barriers into sustainable employment, who have supported our recruitment for the business support team. We are exploring partners to collaborate with for new Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.
From 2020–2023 we partnered with the charity School of Hard Knocks (SoHK) offering pro-bono support. We ran mock interview panels, CV reviews and fundraising initiatives to encourage those facing barriers, including COVID-19, back into employment. In 2023, we launched a new charity partnership with Power2. Moorhouse employees will mentor young adults aged 18-25, recipients of a bursary, to develop their self-confidence, make the most of their studies and build professional network to assist them in pursuing their chosen career. We make sure to incorporate group in person sessions to help rebuild the social relationship aspect that was lost during covid.
We will support our workforce throughout this contract by providing:
- Weekly all-organisation keep-in-touch (KIT) calls.
- A 24/7 Employee Assistance Programme (EAP) and help line to support our staff without using NHS services.
- A comprehensive health insurance package, reducing our employees’ demand on the NHS.
- Training 18 mental health first aiders across our business, making them available to our clients too.
To improve our workplace conditions throughout this contract, we will provide:
- Organisation funded workstation equipment to make sure we could work safely remotely.
- A cycle to work scheme to encourage alternative sustainable transport options into the office where appropriate.Tackling economic inequality
As a B-Corp, we are dedicated to providing safe, fair, and equal opportunities, while supporting our people and communities. We commit to agreeing a framework, metrics and plan within four weeks following contract award, against which we will agree commitments at contract and/or call-off levels where appropriate.
We can:
- Share our list of SMEs and VSCEs, proactively identifying opportunities for engagement.
- Partner with SMEs and VSCEs where appropriate.
- Work with you to understand your local supplier community for potential business opportunities.
- Offer spaces on our award-nominated Academy courses to those who have identified skills and knowledge gaps.
- Support individuals in your business with training for recognised qualifications (MSP, Scrum Master, PRINCE2, Lean Six Sigma).
- Implement a continuous training and capability development plan throughout contracts.
- Explore working with our charity partner, Power2, for mentoring opportunities and career advice to communities in which you operate who face barriers to education and/or employment.
- Support you to take advantage of innovative technologies and methodologies to automate tasks and make operations more efficient.
Moorhouse is exploring partners to collaborate with for Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.
We have reviewed diversity across 80% of our supply chain, with our Responsible Business Squad leading the review of the remainder over the next year. We will also develop a supply chain survey to review diversity, inclusion, sustainability and environmental impact, and SME status.
In 2024, we are looking to:
- Introduce subsidised pricing for NfPs to help drive social impact and build a more inclusive culture.
- Increase our pro bono support.
- Provide allocated time for our people to take part in volunteering activities that benefit our communities.Equal opportunity
Equality of opportunity for all our staff is underpinned by our Equity, Diversity, and Inclusion (ED&I) strategy. Overseen by our ED&I steering group, they measure the outcomes and impacts of activities. Some specific initiatives to help build an inclusive workplace culture include:
- Equal pay employer: We pay the same to all individuals at each grade and are transparent about salaries. There are no differences due to gender, disabilities, etc. We monitor this annually, conducting salary benchmarking to ensure fairness.
- Recruitment: We review templates and processes regularly, alongside unconscious bias training. We are exploring partners to collaborate with for Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.
- Accessibility: Our recruitment approach considers barriers faced by people with disabilities by ensuring our website is accessible to candidates (e.g., layout and visual clarity. We provide inclusive facilities with a dedicated disabled bathroom and an induction loop.
- Training: Moorhouse invests eight times industry average on training and development. We will agree individual development plans, capturing accessibility requirements, which could include formal qualifications.
- Staff surveys: We use the ‘Great Place To Work’ survey to identify inclusion needs and develop action plans to address them.
- ED&I events: We run regular events to increase employee’s awareness and understanding of ED&I.
- Support for women in leadership: we provide coaching to encourage women to progress to senior leadership positions and have engaged RADA to run several “executive presence for women” training sessions.
- The Moorhouse Academy: an award-nominated training programme offered to our clients for free.
- Ethical: We have Anti Modern Slavery training in place to teach our people what to look for and how to report any suspicionsWellbeing
We have a comprehensive Employee Value Proposition looking after our employees from a health and wellbeing perspective, and a renumeration perspective, and is a key part of our B-Corp certification. We have clear policies, as well as a Health & Wellbeing team, to support our workforce. They continually review and improve our approach, keeping conversations live, supporting the sharing of best practice and new ideas across the business and with clients. We use surveys to identify what works well and generate plans to address what needs to change.
We provide access for staff to:
- Certified Mental Health First Aiders (for confidential support. Also available to our clients). We have 20+ certified individuals, providing support on a 1:15 ratio.
- An Employee Assistance Programme (EAP) with 24/7 access to qualified therapists.
- Comprehensive private health and life insurance, including health and wellbeing incentives such as 50% off a gym membership.
We hold clear conversations with our clients about prioritising health and wellbeing of both Moorhouse and client teams, empowering the right to switch off. The delivery of this message is proliferated at all levels of the business and there are several routes to support staff on intensive projects. We also work closely with our charity partner, Power2, across a range of initiatives aimed at developing and supporting the young people in their programme. All their programmes work to provide young people with the knowledge, tools and confidence to identify, manage and improve their social, emotional and mental wellbeing.
Pricing
- Price
- £325 to £2,100 a unit a day
- Discount for educational organisations
- Yes
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at centralbids@moorhouseconsulting.com.
Tell them what format you need. It will help if you say what assistive technology you use.