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Buying Solutions - Case Study - Highways Agency

Following award of the Home Office Framework Agreement, Kelly Services underwent an additional procurement exercise to secure Master Vendor status for the Highways Agency. 

Upon contract award, Kelly Services Head of Implementation, Michael Woods, was assigned to the Highways Agency account.  From the outset, Michael worked closely with our Business Development Manager - the key lead for the project – in order to remain closely involved in the design of the service delivery solution from the initial discussion stages (CAFA event in London right through the various stages of implementation, to “Go Live” and beyond.

Kelly Services Implementation Team were keen to take responsibility for driving the project forward for both organisations.  This involved daily and weekly update communications between the Kelly Services Implementation Team members and the key Highways Agency contract representatives.  These communications were supported by formal weekly project management conference calls and/or meetings which were again attended by key personnel involved in the project from each organisation.  These scheduled meetings were an incremental part of the implementation process, essentially giving both parties the opportunity to review the week’s activities and ensure that timelines were maintained in order to be on schedule for the planned “Go Live” date.

In response to the specifics of the Highways Agency’s recruitment needs, bespoke Highways Agency documentation was also produced to support the implementation process.  This included;

  • Project Plans
  • Statements of Work
  • Process Guides for Procurement
  • HR and Line Managers
  • Customised Candidate Orientation Guide
  • Temporary Worker Secondment Letters.

Kelly Services Implementation Managers also worked closely with the Kelly Services dedicated Contract Manager to identify the most suitable second tier supplier network.  Suppliers were selected based upon their capacity to adhere to the specifics of the requirements of the Highways Agency, with candidate screening, compliance and a proven commitment to quality the main drivers for allied supplier selection.

The Highways Agency were also keen to promote the Kelly / Highways Agency contract internally.  Kelly Services worked closely with the key Highways Agency personnel to assist them in marketing our business arrangement to develop wider user take up during the initial stages of implementation and “Go Live”.  In order to ensure the effective communication/promotion of the Highways Agency contract, we involved the client business in the research and design of the service delivery processes to create early buy-in from the key Highways Agency end users. 

We worked hard to ensure that we promoted the specifics of the service delivery model through clear, concise and user-friendly communication to the whole of the Highways Agency business, working closely with the key client sponsors to identify the most effective method(s) of communication of our arrangement.  This included:

  • The production of Line Manager Guides.
  • 1:1 meetings with key client contacts.
  • Road show Presentations to Line Manager Groups

Following an extremely successful implementation process, which was well supported by both parties, the Highways Agency contract has now gone live.  A dedicated account manager has since been assigned to the account to manage the service delivery process and ensure that it is both understood and adhered to across the Kelly organisation. 

Responsibilities of the account manager and the key operational staff involved in the service provision have been reviewed with the Highways Agency to ensure that the responsibilities of both parties have been clearly articulated and agreed upon.  The success of the Highways Agency is defined by the following:

“Kelly gave us what we expected and a whole lot more!”

John Barnett – Procurement Manager