Large outsourcer in major City Council

Working with the largest UK Business Process Outsourcer at a city council, Xayce has undertaken a number of projects, with roles including project and change management in support of change internally and externally with their clients, the councils.

Internally, Xayce helped the outsourcer to improve their HR own operations:

The outsourcer has grown from 2,500 employees in 1998 to over 8,000 today through rapid expansion and acquisition. As a result, its decentralised HR function operated with a set of inherited, but disparate processes. Although they had a centralised HR IT system they acknowledged that they were not using it to its full potential.

There was a shared vision for the HR function, but also a recognition that the company could not execute against this vision on its own. Xayce was initially brought on board to conduct a study, recommending how business change programmes of this nature should be approached and made a series of recommendations to help move things forward.

Xayce provided a toolset based on its own HR ROI methodology to help the company understand what their business KPIs were and how they could measure value. This involved confirming strategic objectives, project costs, anticipating hard (financial) and soft (quality) benefits and industry benchmarking culminating in the creation of a business case for Board sign-off. The scope of the project entailed a complete overhaul of the way HR provided service to the business. Instead of relying on a network of locally based HR representatives providing the full spectrum of HR services, the project undertook to create a single contact centre, to act as a single reference point for all HR queries.

The facility was established to improve the speed and quality of the HR services offered. Employees have been empowered and given the ability to access HR related information (e.g. policies etc.) through the corporate intranet. The new service aims to satisfy 60% of queries via the intranet, 30% over the phone and only 10% through face-to-face contact. Previously 100% of queries would have been dealt with in a face-to-face manner.

Externally, Xayce have worked in a joint team with this large outsourcer to establish a balanced scorecard for current and future HR service provision.

Contact Alistair Ardern
Contact Steve Wright