International energy and services company Centrica plc is the largest supplier of gas to domestic customers in the UK, and one of the largest suppliers of electricity. Operating under the trading names British Gas in England and Wales, Scottish Gas in Scotland, and Bord Gáis Energy in Ireland, Centrica employs around 30,000 people in the UK and Ireland.
In 2017, Centrica took the decision to find a Managed Learning Service (MLS) provider for the first time. Previously they had managed all learning internally and recognised that an MLS was required to drive the cost efficiencies, increased governance, and improved learning that they needed to support their strategy of global shared services across their core group functions.
Knowledgepool created a solution that would deliver economies of scale through centralised administration and supplier management functions, as well as improve the learner experience with seamless access to learning. Following a twelve-week implementation, the service went live in August 2017, for an initial term of three years.
Our MLS provides Centrica with a large, dedicated team comprising: a Client Partner; a Learning Service Manager; two Learning Officers; a Team Manager; Business Analyst resource; Supplier Management resource; and six dedicated Learning Coordinators.
We deliver our service using Centrica’s own internal Learning Management System (LMS) so that it integrates perfectly with Centrica’s internal L&D function, and the Client Partner provides a single point of contact for Centrica for governance, business intelligence, and innovation.
We have worked with Centrica to transform the way that they manage learning. Focusing on service quality, our cost-effective approach has provided a single point of access to all learning and eradicated wasted effort.
In the 12 months between September 2017 and August 2018 our team achieved:
- Significant cost savings – £196,000 against RRP on learning interventions, as well as providing a lean, efficient service freeing the internal L&D team to streamline and concentrate on strategic initiatives
- Better supply chain relationships – rationalisation of the supply chain to improve access to learning, and the speed of booking
- Increased learner satisfaction – consistently achieving a monthly Net Promoter Score (NPS) above 80%, supporting Centrica in one of their strategic aims of being “an employer of choice”
- Client satisfaction – 94% scored against an agreed KPI of 80%
Our focus for the immediate future is to further rationalise the supply chain, reducing it by around a third, creating a preferred supplier list with an emphasis on continual improvement to further reduce cost and increase the performance of learning.
To assist with Centrica’s objective of globalising their operation, we are globalising our service. Our coordination centre already takes calls from global learners but moving forward we will offer more support to the centralised, global L&D function.
Other innovations and initiatives being introduced include:
- Access to our new Genius Programme – bringing together like-minded clients, with external speakers, to network, share best practice, and consider the future learning landscape
- Invitations to Thought Leadership launch events and access to Whitepapers on the future of learning