Our clients


Kcom is part of the KCOM Group PLC and provides communication services for multi-site enterprise and public sector organisations across the UK. Over the years the company has grown organically and through acquisition, leading to a diversity of cultures and operational styles within the organisation.

This diversity presented a number of challenges to the HR function which the Director of HR Operations sought to rectify through a comprehensive HR change programme. Throughout 2005 HR Operations was restructured to unite the different business strands, instil accountability and return focus to the customer. Data acquisition and verification were also overhauled to ensure accurate, accessible Management Information. A further critical aspect of the change programme was the outsourcing of key HR functions, primarily recruitment.

Resourcing achievements

In July 2006 Independent was engaged to provide a complete recruitment process outsourcing solution. Working closely with the Group Head of Resourcing, the embedded team introduced tighter account management and robust reporting to inform and strengthen the candidate selection process. Service and hire quality measures were introduced to improve efficiency, leading to a reduction in time to hire from 30 to 20 days. Routes to hire were broadened, with increased use of direct hiring and referral schemes and significantly, there was a major reduction in the use of ecruitment agencies from 85% to 34%. As a result, substantial cost savings and performance improvements were achieved across the company.

Kcom's Head of Operations commented, "Independent has played an instrumental role in improving our resourcing delivery and focus within the business, together with driving commercial value across the KCOM group as a whole."