Case Study

Recruitment Process Improvement


There was anecdotal evidence of inconsistencies in the delivery of recruitment services at the local authority. The major challenges to address were: 

  1. Communications and engagement throughout the recruitment process which was inconsistent and leaves hiring managers unsure at what stage their recruitment is at and recruitment advisors without prompt steer from hiring managers

  2. Roles and responsibilities when completing the process are not documented or made clear. This causes delays when actions are incomplete and, as one hiring manager put it, ‘a random number of days’ between each stage of the process

  3. Duplication during the process in which hiring managers are directed to a number of different teams to access information required for completing a requisition


The Human Engine team used our Drive Methodology to implement a 12-week Improvement Drive to overcome the key business problems. This is a 4-step process to deliver a project, which maintains momentum throughout and promotes employee-led change.

Outputs and Outcomes

After 12 weeks, the project had implemented:

  • A Service Level Agreement to outline roles and responsibilities of major stakeholders throughout the recruitment process, avoiding duplication and improving efficiency

  • Face-to-face fortnightly drop-in session: Hiring managers are provided with support and advice for their recruitment.

  • New Recruitment Team structure: The structure dedicates a recruitment advisor to each service area, enabling advisors to build relationships with hiring managers and deliver a consistent service.

  • Information Hub on the intranet: Templates, ‘how to’ guides and updated user guides made available and easily accessible.

  • Development of insight dashboard: A monthly dashboard for Heads of Service showing an overview of outstanding recruitments to support resource planning.


Each of the outputs were jointly designed with the team and tested with key stakeholders through focus groups and workshops.

The associated benefits of the improvement drive have been both quantitative and qualitative: 

  1. A more focused team of recruitment  advisors who are able to develop better working relationships with recruiting managers in their given service area and improve the advisory element of the service

  2. Positive feedback and greater accessibility of recruitment data via the insight dashboard, highlighting delays and key recruitment statistics that enable management to make informed resource-based decisions

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