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People. Process. Systems.

Challenge.

 

Partners for Inclusion (PFI) is an independent Scottish charity based in Kilmarnock, East Ayrshire. The organisation provides individualised support for people with learning disabilities and/or mental ill-health, helping people have greater choice, independence and control over their lives.

 

The organisation had been reviewing its wider technology landscape, including HR, time recording, rota-related processes, finance, IT support and case management. Internal teams were also balancing audits, board reporting, recruitment activity, finance pressures and leadership priorities.

 

Partners for Inclusion was managing several operational, system and supplier pressures.

 

Two immediate challenges stood out:

 

1. Selecting a new IT Managed Service Provider

 

Partners for Inclusion was approaching the end of its contract with its existing IT managed service provider. The organisation wanted to review alternative IT support providers and select a successor that could offer the right service quality, responsiveness and fit.

 

This required a structured selection process. Partners for Inclusion needed to define what it wanted from a future provider, compare suppliers fairly and make a decision that could stand up to leadership and trustee scrutiny.

 

 

2. Assessing Sage HR suitability

 

Partners for Inclusion was also considering whether its existing Sage ecosystem could be expanded to include Sage HR.

 

The organisation needed to understand whether Sage HR could integrate effectively with Sage Payroll and support requirements around:

 

  • Hours worked
  • Shift patterns
  • Time recording
  • HR processes
  • Payroll-related information
  • Service team requirements

 

This needed a focused Sage HR suitability review rather than a full HR system selection project. Partners for Inclusion needed enough insight to make a sensible decision without overextending time, budget or internal capacity.

Solution.

 

Optimum PPS shaped the engagement to match the client’s context. Rather than proposing a large-scale programme, we worked with PFI on a tightly scoped piece of work that gave them access to independent expertise while respecting the realities of budget, governance, and internal capacity.

 

Strand 1: IT Managed Service Provider Selection

 

For the IT managed service provider selection strand, we designed and supported a structured market review and selection process. This gave the organisation an objective route to compare options and make a decision based on suitability, fit, and confidence rather than familiarity or internal pressure.

 

 

Strand 2: Sage HR Suitability Review

 

For the Sage HR suitability strand, we carried out a focused review of whether Sage HR could be introduced as part of the wider Sage ecosystem and integrate effectively with Sage Payroll. The review considered requirements such as hours worked, shifts, time recording and payroll-related information. Our discovery work indicated that, while Sage HR had relevance in some areas, it was not the best overall fit for the organisation’s broader needs. We presented this clearly in our report, and the IT subcommittee welcomed the findings and agreed that the platform’s suitability was limited.

 

Throughout the engagement, Optimum adapted to the client’s pace and decision-making process, helping reduce pressure on internal leaders while creating the structure needed to move both strands forward.

 

Deliverables.

 

Optimum’s deliverables were shaped around two clear priorities: helping Partners for Inclusion choose a new IT Managed Service Provider and giving the organisation an evidence-based view of whether Sage HR could be introduced into its wider Sage environment.

 

The outputs were practical, focused and designed to support informed decision-making. Each strand gave Partners for Inclusion a clearer view of its options, the risks to consider and the next steps available to the leadership team and IT subcommittee.

 

Rather than treating the two areas as isolated technology questions, Optimum looked at how each decision would affect the organisation’s people, processes and day-to-day operations. This helped ensure the recommendations were grounded in how Partners for Inclusion actually works.

 

 1. IT Managed Service Provider Selection deliverables

 

To help Partners for Inclusion move from a broad supplier review to a confident provider decision, Optimum delivered:

 

  • Structured supplier selection process
  • Weighted IT support requirements
  • Adapted RFP pack for managed service providers
  • Six potential provider options identified
  • Two finalist vendor partners shortlisted
  • Finalist pitch process supported
  • Supplier comparison and decision support
  • Selection of TSG, Technology Services Group, as the chosen IT Managed Service Provider

 

 

2. Sage HR Suitability deliverables

 

To give Partners for Inclusion a clear view of whether Sage HR could integrate with Sage Payroll and support wider organisational needs, Optimum delivered:

 

  • As-is workshops with HR, payroll and service representatives
  • High-level requirements review
  • Sage HR suitability assessment
  • Written report summarising findings and considerations
  • Clear recommendation that Sage HR had limited fit for wider organisational requirements Practical evidence to support the IT subcommittee’s next steps

  

Governance and sign-off support

 

Optimum also supported the engagement with clear scope and commercial documentation, including statements of work and supporting project paperwork. This helped Partners for Inclusion review the engagement properly, respond to trustee scrutiny and move forward with greater confidence.

Benefits.

 

The engagement gave Partners for Inclusion clearer evidence, stronger governance and a more practical route through supplier and system uncertainty.

 

By bringing structure to the review process, Optimum helped the organisation move from internal discussion to informed action.

 

The value came from turning complex questions into clear, manageable next steps. Partners for Inclusion gained a better understanding of its IT support options, a more objective view of Sage HR’s suitability, and the confidence to make decisions based on evidence rather than assumption.

  

1. A stronger IT support partner selection

 

  • Optimum helped Partners for Inclusion move through a structured selection process, from six potential IT support options to two finalist vendor partners.
  • The finalist pitch process gave stakeholders a clearer view of each provider’s service model, approach and fit. This supported the selection of TSG, Technology Services Group, as the organisation’s chosen IT Managed Service Provider.

  

2. Evidence to guide the Sage HR decision

 

  • The Sage HR review helped Partners for Inclusion understand the limits of the system in relation to its wider requirements.
  • This was a positive outcome. The review gave the organisation the evidence needed to make an informed decision, avoid unnecessary expansion of an unsuitable system and look at other options from a clearer starting point.

 

3. Reduced pressure on internal teams

 

  • Partners for Inclusion was managing a busy operational environment, with competing priorities across leadership, finance, HR and service delivery.
  • Optimum provided structure, documentation and project management support, reducing the burden on internal teams. Stakeholders could contribute their knowledge without having to carry the full process themselves.

 

4. A clearer foundation for future planning

 

  • The engagement helped Partners for Inclusion make progress without overcommitting to a broader programme too early.
  • It gave the organisation practical outputs it could act on immediately, while also creating a clearer view of where further system or supplier review may be needed in the future.

 

CLIENT VIEW

“We engaged Optimum to support us through a managed service provider tender, and their input was invaluable. Our board also wanted to consider a wider role for Sage and integration with payroll.

Optimum brought a clear, structured approach to evaluating tender proposals, ensuring we balanced cost, risk and service quality. From a finance and IT perspective, this gave us confidence that TSG represented both value for money and flexibility. Plus Optimum gave a clear independent strategic direction that Sage HR could not fulfil all the features required for 300 staff shifts monitoring and rotas, thereby saving valuable staff and IT sub-committee time.”

Gamal Haddou | Director of Finance | Partners for Inclusion

Summary

 

Partners for Inclusion needed independent support to make confident decisions across two focused areas: IT managed service provider selection and Sage HR suitability.

 

Optimum PPS created a focused engagement that gave the organisation structure, clarity and practical support. Through requirements gathering, supplier comparison, stakeholder workshops and a focused suitability report, Optimum helped Partners for Inclusion move forward with greater confidence.

 

The engagement gave the organisation:

 

  • Clearer IT support options
  • Stronger supplier comparison
  • Practical insight into Sage HR suitability
  • Better governance for internal review
  • Less pressure on internal teams
  • A more informed basis for decision-making

 

For charities, care providers and not-for-profit organisations, this case study shows the value of independent support at the right scale. Technology decisions do not always need to begin with a major transformation programme. A focused review can create the clarity needed to compare options, reduce risk and plan the next step with confidence.

 

Need help reviewing your IT support, HR system or charity technology setup?

 

Optimum PPS helps charities and not-for-profit organisations make confident decisions about systems, suppliers and digital change.

 

Whether you are reviewing an existing IT support provider, assessing HR system suitability, preparing for a system selection project or trying to understand where your current technology is holding you back, we can help you take a structured and practical next step.

 

Get in touch with Optimum PPS to discuss your organisation’s systems, processes or technology challenges.

 

FAQ’s

 

How should a charity choose a new IT managed service provider?

A charity should choose a new IT-managed service provider by first defining its support requirements, service expectations, security needs, budget constraints and governance criteria. A structured selection process helps the charity compare providers fairly, assess cultural and operational fit, and make a decision that can be explained clearly to senior leaders and trustees.

 

What questions should charities ask when reviewing IT support providers?

Charities should ask how each provider will manage day-to-day support, response times, cyber security, onsite support, escalation, reporting, account management and value for money. They should also ask whether the provider has experience with similar charities, understands safeguarding and data responsibilities, and can support the organisation’s future technology needs.

 

What is an HR system suitability review for a charity?

An HR system suitability review helps a charity understand whether its current or proposed HR software can support the way the organisation works. This can include requirements for employee records, absence, shift patterns, rota processes, time recording, payroll information, reporting and service team needs.

 

Why is independent technology consultancy useful for charities and not-for-profit organisations?

Independent technology consultancy gives charities objective support when reviewing systems, suppliers and digital options. It helps internal teams define requirements, challenge assumptions, compare options and create evidence for leadership or trustee decision-making, without placing the full burden on busy operational staff.

 

What are the benefits of a focused charity technology review?

A focused charity technology review helps an organisation clarify priorities, reduce risk and make practical decisions without committing too early to a large transformation programme. It can be especially useful when a charity needs to review one system, one supplier relationship or one decision point before planning wider digital change.