SHL_in_the_Public_Sector

8/7/2019 SHL_in_the_Public_Sector

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Enhancing people performance

in the public sector

SHL helps leading public sector organisations recruit and

manage talent

November 2008



Supporting the public sector

SHL works with a wide range of organisations in the public sector, fromcentral government departments to local authorities.

SHL has worked with public sector clients to deliver:

• An improved selection process to select the candidates thatbest fit an organisation’s culture

• A structured approach to managing talent• Significant improvements in customer services.

The results:

• An assessment solution for a contact centre that means 98% of telephone enquiries are now successfully answered

• A government development centre, that saw 90% of participants report a positive change in identifyingdevelopment needs

• An online assessment solution that significantly improved thequality of candidates selected at the initial sifting stage.

“SHL’s OPQ32 was exactly what we were looking for. It was

flexible enough for us to map it directly to the core skill requirements of the Professional Skills for Government programme.”

“The SHL dependability tool; a valid, objective and consistent measurement tool enabled us to select the best candidates,proven by a candidate success rate we haven’t seen before.”



Case studies

Identifying leadership potential

Background The Department for Children, Schools and Families, aUK central government department, needed to create atalent pool by identifying employees for promotion.

Challenge To design an objective promotion process to identifytalented employees, and evaluate their potential toperform at a more senior level.

Solution Employee capability was assessed with theOccupational Personality Questionnaire (OPQ32) whileparticipants experienced being a team leader through arole play simulation.

Results A significant improvement in the efficiency andaccuracy of the selection programme.

Coping with high volume recruitment

Background Essex County Council has responsibility for over 1million citizens. They were struggling to cope with ahigh volume of applications for their graduateprogramme.

Challenge To develop a process for quickly sifting throughapplications whilst identifying the highest qualitycandidates.

Solution An online ability testing package supported by

QuickSift, a short online competency questionnaire,assessed candidates’ suitability for the programme.

Results A fast and cost effective recruitment process and a

significant improvement in the quality of candidatesinvited to interview.



Training for effective recruitment

Background As a global organisation, the UN required a worldwideselection and recruitment process.

Challenge To develop a program that would assess candidatesagainst defined competency requirements whileensuring they would fit with the organisation’s culture.

Solution A two-day workshop training managers in competencybased selection and interviewing skills and supportedby a bespoke interview guide, which included a set of competency-based interview questions.

Results Enormous enthusiasm amongst UN hiring managers forcompetency-based interviewing and a focus on‘recruiting for fit’ is actively helping to shape theevolving culture within the UN.

Increasing levels of customer service

Background Sedgemoor District Council, a UK local authority,needed skilled customer service staff to ensure thesuccess of a new contact centre.

Challenge To develop a recruitment programme that wouldidentify candidates with excellent customer serviceskills thereby increasing the number of calls that were

answered and resolved.

Solution A Customer Contact Styles Questionnaire to identifycandidates with the essential personality characteristicsto be successful in a customer service environment.

Results A significant improvement in customer service with98% of telephone enquiries now successfully answeredand dealt with.



Strengthening leadership capability

Background The APS Commission, a government agency, isresponsible for improving leadership capability in theAustralian Government.

Challenge To strengthen leadership in public services byidentifying employee development needs across adiverse range of roles.

Solution The Career Development Assessment Centre, a two anda half day programme with simulations and exercises toassess employees’ development needs and providefeedback on performance.

Results 90% of participants reported a positive change in areasidentified as development needs and the number of

participating agencies in the project has grown from 15to more than 30.

SHL_in_the_Public_Sector

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