MASON ADVISORY LIMITED
Contact Centre Strategy, Assessment, Sourcing and Implementation
We help public sector organisations design and implement cloud-based contact centre strategies that improve customer experience and value for money. Our services include journey mapping, omni-channel design, AI-driven automation, UCaaS/CPaaS integration, and vendor sourcing — enabling better citizen engagement across Healthcare, Education, Government, Defence, Transport, and Blue Light services.
Features
- Provide expertise across healthcare, education, government, defence, and public safety
- Assess current contact centre and define target architecture roadmap
- Map customer journeys and define user personas
- Design omni-channel and digital-first contact centre strategies
- Integrate UCaaS, CPaaS, and unified communications platforms
- Enable AI chatbots, IVR, speech analytics, and automation
- Include recording, workforce optimisation, reporting, self-service portals
- Deliver cost analysis and sound business case development
- Support supplier evaluation and sourcing strategy
- Provide deployment support, training, and adoption services
Benefits
- Improved citizen and customer experience through omni-channel contact centres
- Reduced service disruption and delivery risks
- Better operational efficiency and value for money
- Enhanced personalisation and self-service for users
- End-to-end solution ensuring interoperability and integration
- Transparent costs and timescales for planning
- Vendor-independent guidance aligned with public sector needs
- Increased adoption through training and user engagement
- Optimised service delivery for healthcare, government, and blue light services
- Future-proofed contact centre platforms supporting digital transformation
Architecture roles
Business architect
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Data architect
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Enterprise architect
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Network architect
| £1,083.50 |
£1,056.00 |
| £1,292.00 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
Security architect
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Solution architect
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Technical architect
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Chief digital and data roles
Chief data officer
| £1,815.00 |
£1,770.00 |
Chief information security officer
| £1,815.00 |
£1,770.00 |
Chief technology officer
| £1,815.00 |
£1,770.00 |
Cyber security roles
Cyber security audit and assurance
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
Cyber security governance and risk management
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Cyber security monitoring
| £1,292.50 |
£1,260.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Cyber security incident response
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Cyber security vulnerability management
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Cyber security digital forensics
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Cyber security testing
| £1,292.50 |
£1,260.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Cyber security secure design
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Data roles
Analytics engineer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
Data analyst
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Data engineer
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Data ethicist
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Data governance manager
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Data scientist
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,815.00 |
£1,770.00 |
| £1,815.00 |
£1,770.00 |
Machine learning engineer
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Performance analyst
| £852.50 |
£831.00 |
| £1,292.00 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
IT operations roles
Application operations engineer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Business relationship manager
| £1,083.50 |
£1,056.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Change and release manager
| £1,083.50 |
£1,056.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
Command and control centre manager
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
End user computing engineer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
IT service manager
| £852.50 |
£831.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
Incident manager
| £1,083.50 |
£1,056.00 |
| £1,430.00 |
£1,395.00 |
Infrastructure engineer
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Infrastructure operations engineer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Problem manager
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
Service desk manager
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
Service transition manager
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
Product and delivery roles
Business analyst
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Delivery manager
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
Digital portfolio manager
| £1,292.50 |
£1,260.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Product manager
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Programme delivery manager
| £1,595.00 |
£1,555.00 |
Service owner
| £1,595.00 |
£1,555.00 |
Quality assurance testing (QAT) roles
Quality assurance testing (QAT) analyst
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Test engineer
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
Test manager
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Software development roles
Development operations (DevOps) engineer
| £852.50 |
£831.00 |
| £852.50 |
£831.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Frontend developer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Software developer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
User-centred design roles
Accessibility specialist
| £852.50 |
£831.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
Content designer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Content strategist
| £1,430.00 |
£1,395.00 |
Graphic designer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Interaction designer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,395.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Service designer
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Technical writer
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
User researcher
| £852.50 |
£831.00 |
| £1,083.50 |
£1,056.00 |
| £1,292.50 |
£1,260.00 |
| £1,430.00 |
£1,394.00 |
| £1,595.00 |
£1,555.00 |
| £1,595.00 |
£1,555.00 |
Non-mandatory Standards and certifications
-
ISO/IEC 27001 certification
-
Yes
-
Who accredited the ISO/IEC 27001
-
NQA
-
ISO/IEC 27001 accreditation date
-
Tuesday 12 November 2024
-
What the ISO/IEC 27001 doesn’t cover
-
Not applicable - ISO27001 certification relates to the company as a whole and all operations
-
ISO 28000:2022 certification
-
No
-
ISO 9001 certification
-
Yes
-
Who accredited the ISO 9001 certification
-
NQA
-
ISO 9001 accreditation date
-
Monday 29 April 2024
-
What the ISO 9001 doesn’t cover
-
Not applicable - ISO9001 certification relates to the company as a whole and all operations
-
Quality management systems (QMS)
-
Yes
-
CSA STAR certification
-
No
-
PCI certification
-
No
-
Cyber essentials
-
Yes
-
Please provide your Cyber Essentials Certificate Number
-
55c271b7-567f-4f84-93a3-65c3c90e14dd
-
Cyber essentials plus
-
Yes
-
Please provide your Cyber Essentials Plus Certificate Number
-
57b90742-e752-4796-9427-8b92d9fe450e
-
Other security certifications
-
Yes
-
Any other security certifications
-
ISO 42001: 2023
Social value
-
Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
-
Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
-
Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
-
Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
-
Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
-
Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.
-
Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
-
Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises
-
Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
-
Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
-
Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero
Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.
-
Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
-
Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
-
Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
-
Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 6: Employment and training: For those who face barriers to employment
-
Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
-
Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
-
Working conditions which promote an inclusive working environment and promote retention and progression
-
Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.
-
Creation of outreach activities to create a pipeline of employees for the future contract delivery
-
Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.
Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.
-
Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
Service documents
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