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City of Cardiff Council: Transforming Workforce Management & Building Trust

alt="Cardiff Council logo over an aerial view of Cardiff Bay, representing Matrix’s workforce partnership with Cardiff Council."

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The client

Cardiff Council provides over 700 services to more than 350,000 residents of it’s residents, a leading public sector organisation in it’s own right. Employing more than 14,000 people, Cardiff Council utilises complex and varied working patterns that require a unique understanding of it’s large-scale and diverse workforces.

Since 2016, Matrix has been working with the Cardiff Council to revolutionise their approach to workforce management. Through close collaboration, we achieved full engagement with the Council’s Hiring Managers, delivering significant cost savings and exceptional workforce quality.

The challenge

Cardiff Council’s previous provider left the Council feeling unsupported, with little guidance on the ordering process or cost control, and an inability to meet urgent staffing needs. Without that vital sense of trust, the Hiring Managers were initially wary, leading to inconsistent attendance at training sessions.

Inefficient processes and limited communication further hindered the Council’s ability to operate effectively.

Our solution

We began by addressing the Council’s immediate needs with tailored solutions and a focus on building trust with the Hiring Managers:

  • Enhanced support: We implemented a dedicated Account Manager to offer hands-on assistance and personalised guidance
  • Streamlined processes: We introduced systemised placement extensions to simplify operations and improve efficiency
  • Real-time reporting: We deployed our advanced workforce management platform, immediately providing access to detailed cost reports and insights to empower data-driven decisions
  • Comprehensive training: Delivered extensive training sessions to upskill Hiring Managers, ensuring they felt confident and supported at every step
  • Rapid response capability: Designed a system to meet short notice staffing requirements, ensuring the Council could maintain uninterrupted services

The result

  • Bringing Hiring Managers on board with a new approach, boosting morale and efficiencies
  • Improvements to fulfilment rates: 99.3%
  • Total savings: £5.7m

The outcome

By collaborating closely with the Council, we were able to demonstrate an expert understanding of the subtleties of temporary workforce recruitment within the public sector.

Through our unique and proven approach, we overcame initial challenges and rebuilt trust with Hiring Managers, resulting in rapid, positive changes for the Council:

  • Transparency: Real-time reporting brought greater visibility into costs and operation
  • Efficiency: Streamlined processes reduced administrative burdens and reduced time-to-hire
  • Cost savings: Improved cost control and workforce management practices delivered tangible financial benefits
  • Improved service: Faster fulfilment rates and a reliable system restored confidence in the workforce management process, resulting in 99.3% fulfilment

Together, these benefits helped to save more than £5.7m for the Council, which was utilised in improving their levels of service for the residents being served.

Together, we transformed the Cardiff Council’s workforce management, paving the way for sustainable improvements and a strong partnership built on trust, innovation, and results.

What Cardiff City Council think of us

“Matrix deliver Cardiff Council a Neutral Vendor Managed Service Provision which supports the Council with transparency, cost control, short notice requirements and many other benefits. Matrix deliver a number of job categories at very short notice for the Council, i.e., within 1-2 hours.

In the previous 12 months Matrix has transacted over 21,000 hours within Hospitality / Operations category at Cardiff Council, delivering a 99% fulfilment rate.

Matrix deliver a number of shift workers with over 40% of Cardiff Council’s annual spend within more low skilled workers and operational shift cover. These requirements are often required within a 24-48-hour time period, Matrix have a 99% fulfilment rate at Cardiff Council.

Since going live with Matrix in 2016 Matrix have delivered savings and efficiencies to Cardiff Council while managing £26,000,000 annually for the authority.”

Shauket Ali
Category Manager at City of Cardiff Council

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