The Challenge

The client was keen to improve quality standards, increase efficiency, streamline administration and reduce costs by rationalising their supplier base. They had experience of outsourcing non-core functions and were keen to enjoy the benefits of an on-site resource.

As a valued supplier, Wise Employment was invited to submit a proposal for the provision of a managed service, which would meet those objectives.

The Wise Solution

The key elements of the proposal submitted were that:

- Wise Employment would supply a full time, On Site Coordinator to ensure the smooth delivery of the service to both client and temporaries.
- This Coordinator would be the contact point for all secretarial and administrative bookings and would ensure that the best candidates were sourced for the position.
- Wise Employment would guarantee to fill a minimum of 98% of the client’s requirements, either from their own resources or by using a 2nd source supplier, in line with agreed response times.
- Use of 2nd source suppliers should be invisible to the client.
- Monthly reports would be generated to facilitate performance monitoring against these criteria.
- Wise Employment would accept responsibility for conducting an Induction Programme with all new starters, which would include company standards, company policies (including health & safety), confidentiality, site facilities, training, administration procedures and the on-site support provided by Wise Employment. This Induction Programme would be supported by a high quality Induction Pack.
- Wise Employment would ensure that all temporaries completed the relevant documentation relating to health & safety, confidentiality, security vetting etc. and that these documents were forwarded to the appropriate department for action.
- Free software training should be available, on site, for all Wise Temporaries.
- The Coordinator would establish and maintain a central database of skilled temporaries, including details of their service history with the client.
- A formal Quality Assessment Process should be introduced to monitor the performance of temporaries supplied and client satisfaction with the Wise Service as a whole.
- Payments for the services would be made via a purchase card facility.

The Outcome

- Service standards were met or exceeded in all instances, which enabled the client to meet their objectives in full.
- The scope of the service offered was extended to provide payroll facilities and on-site support for staff referred to Wise Employment by the client
- Wise identified a requirement for multi-lingual staff and created a specialist division to source and assess suitable staff to meet this need.
- The Wise On-Site Coordinator became responsible for providing relocation support, induction briefing, payroll services and on-site support for all students on work placement with the client.
- To meet the requirements of this enhanced service, and provide experienced cover in the absence of the On-Site Coordinator, Wise Employment appointed an additional Coordinator on flexible hours.