From Master Vendor to Evolving MSP Solution for a Public Services Provider.

About the client.

The client operates as a leading public services provider, mainly providing public services to government.

The challenge.

Adecco has worked with the client for over a decade, initially supplying high volumes of temporary staff to the client’s UK call centre network as a Master Vendor, before the relationship expanded into a UK-wide MSP programme covering skilled, semi-skilled, professional and specialist contingent labour.

The client needed a recruitment partner with the experience and resources to understand local markets and maintain temporary workers, adapting to seasonal surges and one-off campaigns. They also needed stronger governance and reporting across their wider contingent workforce, with compliance controls that could meet evolving legislative requirements.

Key challenges included:

• Quickly mobilising to provide call centre staffing to support a major public health contract.
• Consolidating contingent hiring, spend and workforce data under one MSP programme and a Vendor Management System (VMS) to improve visibility and reporting.
• Expanding delivery to supply skilled, semi-skilled and professional workers across the client’s wider network, improving operational efficiency.
• Strengthening compliance, risk management and welfare processes, including vetting standards, improved statutory sick pay (SSP) controls, and adherence to changing IR35 and umbrella legislation.
• Driving cost control and savings through supply chain optimisation, off-contract spend management, and rate negotiations.
• Additional support for supporting ED&I initiatives, strategy days and bid writing.

Our solution.

A Client Services Director (CSD) works directly with client stakeholders. Our Adecco Career Centre (ACC) provides a centralised approach to attraction, screening, background checks and onboarding, supported by a wider network of Adecco specialists and regional experts.

Visibility and Reporting

When the programme transitioned to a full MSP, we implemented a VMS to consolidate contingent hiring activity, spend, and supply chain data in a single system. This created a centralised data source for the client, with live, self-service dashboards and departmental management information.

Reporting now provides insights into areas such as time-to-hire, supply-chain usage, and workforce trends, helping stakeholders make informed decisions more quickly.

Operational Efficiency

By simplifying workflows through the VMS, hiring managers can raise requests, review CVs, and expedite progress, reducing manual administration. We also conducted an operational excellence optimisation project to review end-to-end processes and identify efficiencies, resulting in updated workflows across service lines and improvements in sickness and absence management.

AI-Enabled Recruitment

As part of the client’s drive for innovation, we also introduced AI recruitment capabilities. Adecco’s AI Digital Screening Agent supports pre-screening and early-stage candidate engagement, helping reduce the pre-screen-to-offer ratio by more than half, with 57% of candidate conversations occurring outside normal office hours and a 4.65/5 candidate satisfaction rating.

This considered use of AI enables recruiters to focus on other activities while strengthening both candidate and stakeholder experiences.

Scalability

Adecco’s delivery model combines direct recruitment with an established chain of local and national suppliers, enabling rapid scale-up during surges. One example included quickly mobilising to support a major public healthcare campaign. This included conducting planning sessions, developing a work-from-home strategy, designing a purpose-led digital recruitment strategy, and engaging dedicated consultants to manage compliance checks.

The introduction of dedicated aftercare processes, including a contractor care line, expert guidance, and manager training webinars, has also added value to the contract. Over time, we have continued to implement data-driven improvements and allocate additional resources to ensure service continuity during peak demand.

Compliance and Risk Management

With multiple end-client contracts and varied vetting requirements (including enhanced DBS checks), the client required consistent, auditable compliance across hiring. Our model standardises processes for both direct delivery and supply chain partners, supported by an approved preferred PSL, contracts and regular audits.

Our model also strengthens risk management by centralising accountability. Recently, this has involved supporting IR35 adherence and tightening governance as umbrella legislation changes take effect in April 2026. Throughout, we have ensured that suppliers and engagement routes meet the required standards and reduce the client’s risk exposure.

Cost Control and Savings

Adecco works with the client to control workforce costs by optimising supplier usage and, where appropriate, utilising direct hiring to reduce reliance on third-party agencies and associated fees. We have also implemented targeted cost-saving initiatives, including supply chain rate negotiations and an off-contract and misclassified spend programme, which identified opportunities to reduce avoidable costs.

Alongside these initiatives, we helped the client reduce long-term sickness costs by introducing improved tracking and training on SSP and welfare processes, resulting in substantial reductions over time.

Key results.

MSP Programme

• An average of 2,000 to 7,000 contingent workers supplied per annum, scaling to needs.
• 98% on-time fulfilment over ten years.
• 93% fulfilment in 2025.
• NPS score of 86+ for clients, and +61 for candidates in 2025.
• Public Health Support Campaign
• 6,500 applicants reached within 48 hours and 3,000 responses within 72 hours.
• 100% staffing requirements fulfilled.
• Average of 2.2% worker attrition maintained per month.
• Managing Welfare Checks
• Achieved a 90% reduction in SSP costs from £287,000 in 2021 to £24,000 in 2023.
• Supplying Senior and Skilled Workers
• 100% of contractors successfully transferred on day one.
• Reduced the number of supply chain agencies by 62%.
• Over £320,000 worth of savings provided since April 2023.