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We have worked with Central for over 10 years and value their transparent, honest and respectful approach

Case Study

SHP

Central began working with Single Homeless Project (SHP) in 2005, providing a number of services with ad hoc and emergency shift cover. In 2006 we became a preferred provider and our service extended to providing shift cover to all their services.

In 2015 we were asked to submit a competitive tender for the outsourcing of the following:

  • Locum Night Concierge Service (LNC)
  • Locum Bank Management
  • Provision of a Neutral Vendor Platform

Our competitive tender bid was successful and in late 2015 the contract commenced.

Managed Services and Products Utilised

  • CentralAxis
  • Bank Management
  • Ad Hoc and Emergency Shift Cover
  • Out-of-Hours Service
  • Temporary Line Cover
  • Permanent Recruitment
  • In-House Training
  • Learning Management System
  • eLearning Products

  • Challenge
  • Delivery
  • Outcomes
  • SHP's Feedback

Challenge

SHP were very keen to include all stakeholders in this outsourcing exercise and wanted to ensure minimal disruption in relation to the management of their services.

Objectives

The key drivers for outsourcing included:

  • Provision of a comprehensive software and service solution to better manage the coordination of the current 200 Locum and Locum Night Concierge workers
  • Regulate and reduce agency spend
  • Provide a neutral vendor platform
  • Grow and maximise SHP’s temporary staff bank
  • Efficiently manage the current 25 LNC night rotas
  • Ensure continuity and consistency in relation to workers placed at services
  • Provide an effective out-of-hours service
  • Eliminate back to back shifts and excessive working hours
  • Provide an efficient on-line timesheet system
  • Create visibility of line-cover bookings and ad hoc shift cover
  • Reduce paperwork by providing one weekly invoice
  • Collate and present accurate monthly data to facilitate bank worker pay in the form of an import file for SHP’s Payroll software system
  • Present real-time reporting on-line related to cost savings

Delivery

Delivery Tools

To facilitate the delivery of a successful outsourcing solution, we utilised the following products, tools and teams:

  • Tailored Service Level Agreement and Fee Card
  • CentralAxis – Central’s web-based operating platform
  • Service Delivery Team
  • Recruitment Team
  • Resource Team
  • Compliance Team
  • Finance Team
  • In-house Software Developer

Implementation plan 2015

Taking a partnership approach, we developed a comprehensive Service Level Agreement (SLA) with an agreed and staged implementation plan.

It was important to SHP that service delivery wasn’t adversely affected during implementation so the ground was prepared to inform and train all areas of the business and to build confidence in our partnership. The initial preparatory stages incorporated:

Account Management Team

  • Planning meetings with SHP’s HR Team
  • Recruitment of the current LNC Manager under TUPE regulations
  • On-boarding of 200+ SHP locums and LNCs onto CentralAxis
  • Consultation workshops with managers and senior managers
  • Service visits for profiling and skills matching
  • Breakfast briefings for LNC workers
  • Internal training for Central’s recruitment and service delivery teams

Configuration of CentralAxis:

  • Provide unique labelling for SHP’s bank workers
  • Prioritise bank workers for line-cover bookings and ad hoc shift cover
  • Eliminate back to back shifts and excessive hours
  • Provide visibility of agency workers hours to initiate transfer protocols
  • Deliver cost saving induction training through Central’s eLearning suite
  • Developed a number of bespoke reports to provide analytical feedback
  • Developed a CSV file to deliver timesheet hours for bank workers' monthly payroll
  • Pre-loaded services with regular workers to provide continuity and consistency of staffing and to facilitate self-bookings

Post Implementation Evaluation

Three months after implementation, Central conducted a number of service visits to support managers in maximising the use of the CentralAxis system and to answer any queries. These service visits provoked a number of suggestions, which could further improve communication between parties, mainly through enhanced functionality and reporting on CentralAxis. Central tailored the platform to include:

  • A new holiday mode function on the customer portal designed to redirect timesheets to other approving managers
  • A new function on the worker portal to alert approving mangers to variations on hours worked
  • A new multiple service report on the head office portal so SHP’s on-call managers know who is working across the organisation on any given night
  • A new analysis report on the head office portal indicating the volume of agency worker hours versus bank worker hours

Implementation Plan 2016 - Neutral Vendor Platform (NVP)

In 2016, we worked with SHP on a detailed and specific Service Level Agreement (SLA) related to a Neutral Vendor Platform, which was rolled out in late 2016 and was fully operational in early 2017.

Central’s Neutral Vendor Platform provides all agencies with access to SHP’s vacant positions, on-line timesheet management and shift and bookings reporting.

The platform provides SHP with significant efficiency savings across HR, payroll, finance and operations, including:

  • One point of contact for all timesheet and invoice queries
  • A timesheet and invoice auditing function
  • Visibility of pay and charge rates across all departments and services
  • Consistency of charges
  • A single agency invoice, regardless of which PSL agency is supplying the worker

Outcomes

The following outcomes are related to the key drivers for outsourcing:

  • Provision of a comprehensive software and service solution to better manage the coordination of the current 200 Locum and Locum Night Concierge workers
  • Over 85% of SHP’s day and night shifts are now filled by locum workers and LNCs
  • On average 50% of shifts are self-booked by workers, providing continuity and cost savings
  • On average 48 locums are introduced to new services every month
  • On average 99.4% of timesheets are submitted and approved on time
  • Accuracy of locum workers' pay is 100%
  • All bank shifts are visible on CentralAxis

Regulate and reduce agency spend

  • Strict protocols were established to ensure locum and LNC workers were offered ad hoc shifts, night work and line cover positions prior to going out to agencies
  • Within the first 12 months of the contract, we calculate that agency hours reduced by 31%
  • Over 67% of temporary line cover positions were filled by the locum bank

Provide a neutral vendor platform

  • All agency supply is managed through CentralAxis
  • CentralAxis delivers consistent rates of pay and charges from all supplying agencies
  • All agency transactions are visible on CentralAxis, including shifts, timesheets and line cover bookings
  • Full time temporary placements are released to all PSL agencies simultaneously, creating efficiencies and a level playing field for participating agencies

Grow and maximise SHP’s temporary staff bank

  • Within the first 12 months of the contract, SHP’s locum bank hours increased from 11,452 to 12,991, an increase of 13.4%
  • The size of SHP’s bank increased by 30%
  • Locum line cover hours increased to 3,700

Efficiently manage the current 25 LNC night rotas

  • Strict protocols were established to ensure night rotas are allocated to regular LNC workers 3 months in advance, minimising break down and providing consistency
  • All rotas are visible on CentralAxis
  • Annual leave and sickness is managed by Central’s service delivery team
  • Central coordinate the recruitment and management of all new night rotas and contribute to performance protocols

Ensure continuity and consistency in relation to workers placed at services

  • CentralAxis delivers self-booking functions for workers and managers
  • Over 50% of shifts are self-booked delivering cost savings and continuity
  • Shifts are pre-booked in advance
  • All shift data is visible on CentralAxis

Provide an effective out-of-hours service

  • During the contract, Central’s out-of-hour’s service has been operational 365 days a year
  • 2% of SHP’s shifts, mainly night shifts, are booked with the out-of-hours service
  • Central’s out-of-hours service contributes to LNC performance protocols

Eliminate back to back shifts and excessive working hours

  • Prior to outsourcing, SHP processes for identifying back to back shifts, simultaneous shifts or excessive working hours were time consuming, manual and retrospective
  • Automated CentralAxis functions provide notifications of back to back shifts
  • Central’s service delivery team audits provide safeguards to ensure locums are not working excessive hours

Provide an efficient on-line timesheet system

  • On average 99.4% of timesheets are submitted and approved on time
  • The integrated CentralAxis timesheet system is worker led, putting the locums in control
  • Timesheets contain details information on a shift by shift basis
  • Automated processes provide real-time alerts when timesheets are submitted, approved and rejected

Create visibility of line-cover bookings and ad hoc shift cover

  • To date 100% of line cover and ad hoc shift cover requirements have been managed with the locum bank, Central Recruitment and the PSL agencies
  • CentralAxis provides full visibility of the recruitment processes related to line-cover bookings including: applicants, short-listed CV’s, interviews scheduled and successful candidates
  • CentralAxis also provides ongoing visibility of hours worked and timesheet data for all bookings and shifts

Reduce paperwork by providing one weekly invoice

  • SHP now receive one weekly invoice for agency hours and PSL agency hours, one monthly invoice related to bank management fees and a CSV file to facilitate locum and LNC worker payments

Present on-line real-time reporting and analytics

  • SHP has on-line access to 23 different reports providing real-time data and analytics relating to bank management, night rota scheduling, line cover recruitment, ad hoc shift cover, agency versus bank shifts, self-bookings, timesheets, invoices and cost savings.

Feedback

Testimonial

Following a competitive tender in 2015, Central was awarded the contract to provide SHP with a Neutral Vender Platform and to manage our Locum Bank and Locum Night Concierge workers. The nature of the contract has necessitated a close working relationship with all areas of Central’s business and all departments, services and support staff at SHP, including the senior management team, operations, HR, finance the locum bank and the LNCs.

We have worked with Central Recruitment for over 10 years and value their transparent, honest, responsive and respectful approach. The software and services provided by Central Recruitment have had a positive impact on SHP by enabling significant quality improvements, cost savings and efficiencies throughout the organisation.

I am therefore happy to endorse this case study and the products and services provided by Central Recruitment in relation to the contract awarded.

Howard Rosenthal
Director of Human Resources and Organisational Development

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