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BT South Tyneside:...
BT South Tyneside: Successful outsourcing is about looking after people
Challenge
People issues were top of the agenda when South Tyneside Council chose BT as its strategic partner
Solution
The venture saw some 450 council workers transfer to BT South Tyneside with full protection of conditions of employment
Value
Working as part of BT has opened a wealth of career development opportunities for former Council employees locally and nationally
People: the most vital asset
People issues were top of the agenda when South Tyneside Council chose BT as its strategic partner. The resulting 10-year contract saw the creation of a new wholly owned BT subsidiary – BT South Tyneside Limited – along with a commitment from BT to invest around £23 million in service transformation and business process improvement over the lifetime of the contract. The venture saw some 450 council workers transfer to the new entity.
Margie Burdis, CEO of BT South Tyneside, says: “We were conscious that a change of this nature can be very unsettling for the people involved; and that could easily impact the quality of council services. People are our most vital asset and effective communication was the key to minimising fear and uncertainty.”
Following the principle that it’s impossible to over-communicate, a comprehensive programme of face-to-face and written briefing was put in place.
Nicola Moore, formerly Pay and Reward Manager at South Tyneside Council, recalls: “BT made a huge effort to welcome us into the family. The BT leadership team came to see us immediately and we had follow-on presentations as well as regular newsletters. It was very apparent that BT had done a lot of background work to make the transition a success. What impressed me most was that BT was very open with us and nothing was cloaked in secrecy.”