Case study

SME Littlefish deliver for the Children and Family Court Advisory and Support Service

Littlefish has been appointed by the Children and Family Court Advisory and Support Service (Cafcass) to deliver a range of IT managed services


Children and Family Court Advisory and Support Service (Cafcass)



Contract description:

Managed IT Services provider Littlefish has been appointed by the Children and Family Court Advisory and Support Service (Cafcass) to deliver a range of IT managed services to support its newly disaggregated approach to IT service procurement and delivery.

The initial three-year deal, worth £7.5m, demonstrates the capacity and capability of Littlefish and includes the provision of 24/7/365 Service Desk, end user and desktop support, connectivity, cloud application management, service availability and business continuity, security, service integration and management, IT innovation, transformation and transition.

Contract delivery area:


Contract value for SME:

£5m < £10m

Contract details:

Contracts Finder

CCS Framework through which business was won:

Technology Services 2

Supplier factfile:


Little Fish (UK) Ltd t/a Littlefish


Steve Robinson

Date company established:

March 2003

What the company does:

Littlefish is a multi award-winning Managed IT Services Provider that is growing significantly through tangibly delivering on our promises of enhanced user experience, improved customer satisfaction and achieving authentic business value.

We deliver services 24/7/365 to tens of thousands of users globally, including native language support in six languages, for a wide variety of organisations, spanning the public and private sectors.

Through significant investment in enterprise-grade people, processes and tools, we ensure customers consistently receive market-leading services, independently verified as world class.

Company HQ:

East Midlands



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Annual turnover of company:

c.£13 million

Number of employees:


Type of SME:


Supplier experience

In relation to the contract awarded, how did you find the procurement process?

We believe the Technology Services framework is an established and well understood approach to procurement for both ourselves, as we enjoy familiarity and confidence having won a number of contracts under the same framework, and for the customer.

Cafcass used pre-market engagement to inform potential suppliers of the future requirements and procurement process, that led to an effective engagement throughout the procurement.

What worked well and what could have been done better?

The ITT issued was well constructed and allowed the suppliers to respond to each of the requirements in a concise and effective manner. Subsequent presentations were interactive and allowed Cafcass to clarify the appropriate aspects of our proposal and offer, moving through to award and contract signature.

What benefit does your company receive from supplying to the public sector?

We believe the most important benefits delivered by public sector engagement with SMEs, are those derived by the customer.

By engaging a specialist SME to provide a greatly enhanced service, the customer is enabled to deliver on their own objectives and vastly improve the experience of their users, as they in turn deliver improved public services.

Delivering exceptional services leads to fantastic customer feedback, which truly delights, encourages and inspires our employees.

Clearly sustainable and profitable growth is a key organisational objective, and public sector contracts have contributed significantly to our success. This is enhanced by the stability offered by public sector contracts, which tend to be longer than commercial contracts, and therefore improve our ability to accurately plan strategic resourcing. The prestige afforded by supplying high profile public organisations is a source of pride, and supports our ongoing business development activity.

What was/is/will be the outcome of the contract for the client?

The customer now benefits from enhanced service delivery and the reclaiming of service delivery control and governance, along with greatly reduced costs.

The customer enjoys a highly tailored, flexible and agile approach, from an SME supplier well equipped to meet and exceed their demands. Another clear outcome is lower total cost of operation and best value service delivery.

We believe the most significant outcome of the contract is a happy user base, demonstrated by our Cafcass user CSAT score averaging 94.9% over the previous 6 months service and a current world-class Net Promoter Score (NPS) of 70.55.

How would you like to work with the public sector in the future

We are an advocate for disaggregation and the use of highly specialised SMEs to deliver agility and exceptional services, and we continue to work through the CCS frameworks in G-cloud and Technology Services Framework 2.

We hope to further engage with public sector bodies to develop their service requirements, prior to tender through the frameworks. This will allow us to deliver better services which will enhance user experience and allow the public sector to deliver high quality and efficient services to citizens and businesses.

We wholeheartedly support CCS’s efforts to showcase SME success stories, which we believe have not only had a significant positive impact on our business and those of other SMEs, but also on the public sector organisations which we serve.

Customer testimonial

‘From 2015 to 2018 Cafcass went through a further significant technology transformation to support our continued business improvement (we were rated Outstanding by Ofsted in 2018). Part of this transformation involved a disaggregation of suppliers, and after extensive market engagement we went to tender through TS2. Selecting based on a combination of technical competency, cost and cultural fit we were delighted to partner with Littlefish.

Providing a more flexible, customer focused service to our staff, and engendering a sense of real partnership, has been important to Cafcass in continuing to work to improve both the technology we use and the services that support it. Littlefish have shown they are willing to deliver on commitments made and work with us for the benefit of our staff. This is in part reflected in the excellent feedback given about the service desk, the public face of their services.’

Robert Langley - CIO, Children and Family Court Advisory and Support Service (Cafcass)

Published 30 May 2019