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Cambridge City Council Case Study

Client Name	Cambridge City Council
Challenge	A restructure to the Customer Service function at Cambridge City Council (CCC) took place in 2007. The council required a new customer oriented culture to be embedded into the organisation. This was to be achieved through the retention of current employees, supported by an effective recruitment drive.	Assessment Centres, Telephone Interviewing and RPO.
Solution	CCC appointed Recruitment Outsourcing specialists PPS to recruit individuals with the right behaviours, competencies and attitudes. Supported by this, PPS were also able to assess staff suitability and aid internal development neutrally, acting as a third party partner. A three stage programme was devised which consisted of Development Centres, Training, and Selection Centres. Development Centres were designed specifically per role; Customer Service Advisor, Senior CSA, or Team Leader. Each centre involved a variety of interactive and written exercises and competency based interviewing. The centres were designed to identify strengths and development needs against the new roles, and offer firsthand experience of the roles’ duties. Feedback to participants was provided, and continual training and review plans were created. Bespoke training modules were designed and conducted over a period of weeks. Individuals were provided with the tools required by the coming Selection Centres and newly designed positions. Selection Centres assessed competencies and behaviours from the first stages, allowing the selection of final candidates for interview.	Three Stage Programme: Development Centres assessed knowledge, skills and abilities, acted as a realistic job preview of newly developed positions within the organisation, and revealed additional training needs. Bespoke training modules including leadership, conflict resolution, communication, and interview skills were designed to review, support and develop the workforce. Selection Centres designed for each new role allowed consistent and fair candidate assessment. Candidates were supported to demonstrate both previously and newly learnt skill set in a supportive environment.
Results	The Council captured detailed information about successful candidates, allowing continual support to staff development. For the past three years, PPS have continued to support CCC with telephone interviewing and assessment centres. PPS have provided the means to attract and select the very best customer service team for CCC, and have filled all vacancies logged. Costly agency fees have been avoided year on year since 2007.	PPS continue to work with CCC in 2010 with ad hoc attraction and selection requirements.
“PPS do not manage the status quo. We are not doing a good job for you if you do not see a major improvement in your applicants, recruitment processes, staff turnover and cost per hire.”