The challenge
Our client, Grant Thornton, one of the world’s largest accounting firms, required the delivery of screening services for its contractor and permanent workforce population, with an expected volume of 3,000 checks per year.
When they initially reached out to us, their brief was for a partner who could deliver a seamless candidate experience that acted as an extension of Grant Thornton’s onboarding experience internally.
They were also looking to make several improvements to the company’s background checking systems, including:
Improving candidate and internal user experience
Increasing the achievable level of automation and customisation
Reducing turnaround times
Because the company operates in a regulated environment, Grant Thornton is obligated to perform background checks on all employees and contractors to confirm they are suitable and qualified to fulfil the responsibilities for which they are hired.
These checks will typically cover eligibility to work, financial background, criminal history, and any necessary professional certifications. The extent of screening required in each case may vary depending on the position in question and the client engagements involved.
The solution
We worked with Grant Thornton and moved the company to our new screening system. As part of this we created a number of screening packages and criteria that covered different areas within the company. These then had to be tested to ensure all the required checks were fully covered.
We also addressed issues around a lack of management information and monthly/quarterly business reviews that had been an issue with their previous supplier, helping to create the close partnership Grant Thornton desired to have with their screening provider.
Reed Screening and Grant Thornton adopted a collaborative approach to address their needs, with us taking responsibility for:
The configuration stage: this involved the setup of the system, ensuring Grant Thornton made the right choice of system for a long-term solution. Our team customised the software and infrastructure to align with the specific requirements of the project, including ensuring compatibility and integration with existing systems used by Grant Thornton.
Testing procedures: these were conducted to validate the functionality, performance, and reliability of the solutions we had suggested. This involved internal and user acceptance testing to identify and address any issues or discrepancies. Our team were able to respond rapidly to any issues, enabling the systems to run efficiently.
The delivery phase: this focused on the implementation and deployment of the project requirements. We ensured these requirements were effectively delivered and operational within agreed timelines.
Post go-live support: this included a dedicated phase of hyper-care to provide extended support and monitoring to address any issues or challenges that arose post implementation.
As part of the overall process, we worked to set up regular calls with the client, supported them to create a test script, and conducted daily reviews and action of testing issue feedback.
Grant Thornton’s Head of People Services, Culture & Brand, Krystina Scott, said: “In addition to conducting background checks on behalf of the firm, Reed also delivers timely updates on government regulations and upcoming legislative changes. Their proactive support has been instrumental in ensuring our firm's readiness and compliance with the recent right to work changes.”
The results
By developing a close relationship with Grant Thornton, our team were able to set clear expectations and review timelines, provide transparency around IT and system issues, and ultimately give the client peace of mind that the procedures they required were being correctly and diligently implemented.
Grant Thornton said they had been impressed by Reed Screening’s proactive approach and desire for continuous improvement. There has been a substantial decrease in the number of complaints from consultants, and a significant impact on the client’s ability to meet onboarding service level agreements.
On top of this, there has been a reduction in turnaround times and an improvement in quality since Reed Screening took over the Grant Thornton contract.
Prior to Reed Screening taking on this contract, Grant Thornton regularly had to resort to a high volume of waivers to expediate the onboarding process and prevent the loss of consultants or client work. This need for waivers has now become uncommon.
Grant Thornton’s Head of People Services, Culture & Brand, Krystina Scott, said: “The user experience has improved, as evidenced by the positive feedback received through the orientation survey. Additionally, stakeholders have expressed satisfaction with the overall service.”
She said the Reed Screening team had been “highly responsive and proactive,” adding that they continue to provide exceptional support for continuous improvement initiatives.
“Their collaborative approach and dedication to responsiveness make them invaluable in our efforts to enhance processes and services” she added.