A major UK public infrastructure organisation responsible for operating and maintaining one of the country's most critical national networks — with over 40,000 employees and annual expenditure exceeding £14 billion.
© 2026
Client #3
Client #3
The Situation
The client's procurement organisation was perceived by internal stakeholders as slow, reactive, and disengaged — operating in a silo with little regard for the outcomes that mattered to the wider business. Buying teams struggled to anticipate and satisfy internal customer needs, leading to deteriorating business results.
The Mission
The Chief Procurement Officer tasked FIVIS with laying the foundation for a new, customer-first procurement mentality. The challenge was not one of technical capability; the team knew how to buy. What was missing was the instinct to treat internal stakeholders as customers to be understood and served, rather than requests to be processed.
The goal was to take the team on a genuine journey of change: to equip people with the tools, skills, and competencies to rethink how they worked, and to unite the procurement function behind a single ambition — to become the internal business partner of choice, not a service the business felt it had to tolerate.
WHAT WE DID
FIVIS trained 120 procurement professionals on the FIVIS customer-centricity mindset. In workshops, teams practiced how to identify internal customer needs, act competitively, improve proactively, and respond to stakeholder requests in a genuinely customer-centric way. We enabled buyers to rethink their habits and adopt new behaviours that put their internal customers first.
The Outcome
• The procurement team recovered its confidence and its standing within the business.
• Buyers equipped to understand, anticipate, and act on internal stakeholder requirements with excellence
• New customer-first mindset led to sharper, more effective supplier briefings — delivering the outcomes stakeholders were actually looking for.
• Buyers equipped to understand, anticipate, and act on internal stakeholder requirements with excellence
• New customer-first mindset led to sharper, more effective supplier briefings — delivering the outcomes stakeholders were actually looking for.
An empowered procurement workforce.
Behavourial change that drove better stakeholder and customer interaction.
Improved procurement metrics such as: speed to market, supply assurance, supplier innovation, cost efficiencies.
