Customer success story

Driving continuous innovation and cost savings

Supporting a US outsourcing company and major US government contractor with a long-term workforce management partnership that continues to deliver quality, agility and measurable cost savings.

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Impact at a glance

A long-term workforce partnership built on trust, collaboration and continuous improvement. Delivering savings, quality improvements and scalable contingent workforce support across key skill categories.

$4 million

Generated savings

38,000+

Candidates sourced

18,500+

Contingent workers placed

90,000+

Timesheets processed

2007

Partnership began

Programme impact: Guidant’s proactive approach continues to help the client future proof and optimise their approach to contingent labor.

Government ServicesIndustry

3.46bn USDCompany revenue

34,000+Employees

USRegion supported

The Situation

Supporting a long-standing US outsourcing client across hundreds of contingent labor initiatives.

A partnership dating back to 2007

Guidant Global has been working with our client, a US outsourcing company and a major US government contractor, since 2007. We began with a modest two projects.

Hundreds of workforce initiatives

Since then, we’ve worked together on hundreds of contingent labor initiatives, including a project screening, vetting and onboarding workers for a Covid contact tracing contract, as well as identifying and staffing their first European headquarters.

Broad skill category support

Today our team supports the sourcing of contingent resources across their Call Center, Administrative, IT, Professional and Clinical skill categories.

Client profile

3.46bn USD

The client is a US outsourcing company and major US government contractor with 34,000+ employees.

Programme focus

Guidant supports contingent resource sourcing across Call Center, Administrative, IT, Professional and Clinical skill categories.

The Challenge

Designing bespoke workforce solutions as the client’s needs continued to evolve.

Being in this partnership for the long term means we take the time to listen to and understand our client’s challenges before designing a bespoke workforce management solution that meets their needs. And as our partnership has evolved, we’ve been able to apply our learnings to new projects.

Long-term workforce complexity

The client’s needs have evolved across hundreds of contingent labor initiatives, requiring a workforce solution that can flex with changing priorities.

Rapid-response requirements

Guidant developed a rapid-response model to support the client’s hurricane response program, which was then adapted to deliver Covid-related services for state and federal government.

Retention challenges

Pay rates are often lower in the government sector and, coupled with the difficult nature of the work, workers can be less engaged and more likely to quit.

Placement quality focus

Placement quality is a key performance indicator because it takes time and money to train candidates, making long-term worker success critical.

Future-proofing the programme

The client needed a proactive partner focused on long-term value, not quick fixes, with the agility to adapt to changing market conditions at pace.

The Solution

A collaborative delivery model focused on service improvement and long-term value.

Our relationship is based on trust and collaboration. We meet with the client twice a week, and with suppliers once a week. Continuity of personnel has been key to fostering this culture – but it’s not the only factor. We’ve also changed the way we work to improve our service and strengthen our partnership.

01 Trust and collaboration +

The relationship is based on trust and collaboration, with Guidant meeting the client twice a week and suppliers once a week.

02 Continuity of personnel +

Continuity of personnel, both at Guidant Global and on the client’s team, has been key to fostering a strong partnership culture.

03 Talent Delivery support +

Guidant’s Talent Delivery team looks after the fulfilment of the client’s current needs, helping ensure day-to-day programme requirements are met.

04 Client Relations strategy +

The Client Relations team works closely with program sponsors to develop new strategies and add long-term value for the client.

05 Retention improvement +

Guidant has been working with the client to improve retention rates among their contingent workforce, responding to engagement challenges in the government sector.

06 Job description mapping +

Guidant has been reviewing job descriptions and mapping them to their market equivalent to make sure the right people are brought on board.

07 Employer brand promotion +

The team is also promoting the client’s employer brand, benefits and job opportunities to increase engagement among workers.

08 Long-term programme value +

This approach ensures programmes are good for the client’s business and not overly restrictive, with long-term value built into delivery.

Results

Continuous improvement that supports placement quality, savings and workforce performance.

We’re never complacent – that’s why placement quality is one of our key performance indicators. Placement quality is a measure of work orders that continue beyond 30 days without replacement. This KPI is important because it takes time and money to train candidates.

$4m

Generated savings

38,000+

Candidates sourced

18,500+

Contingent workers placed

90,000+

Timesheets processed

30+

Days without replacement

Placement quality measured

By analyzing placement quality data, Guidant can monitor the number of candidates making it through training to the call center floor, and the associated cost.

Screening process improved

As a result of this work, the client has made changes to the screening process to help candidates better understand the role before training.

Day-in-the-life sessions

Candidates are now invited to a session depicting a day in the life of a call center rep and the types of calls they take.

Better candidate decisions

This gives candidates a chance to decide if the position is right for them before taking up training.

Increased placement quality

The improved screening experience has helped increase placement quality across the programme.

Measurable programme outcomes

The partnership has generated $4 million in savings, sourced over 38,000 candidates, placed over 18,500 contingent workers and processed over 90,000 timesheets.

If there is a challenge, we work together to get to the right answer, not the easiest answer.

Programme impact

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