How a Major Energy Retailer Improved Contingent Workforce Visibility During a Critical Safety Event

Challenge | Limited Workforce Visibility Created Operational and Safety Risks

A major integrated electricity generator and electricity and natural gas retailer relies on a large contingent workforce to support critical operations across multiple sites and regions.

With contractors sourced through multiple recruitment suppliers, the organisation faced increasing challenges in maintaining consistent visibility of its contingent workforce. Contractor records, work locations and contact information were managed across multiple systems, making it difficult to obtain a complete view of the workforce.

These shortcomings became particularly evident during the Queensland floods, when the organisation was unable to quickly identify and communicate with all contingent workers potentially affected by the emergency.

Recognising the operational and safety risks this created, the organisation sought a more strategic approach to contingent workforce management. It needed to:

• Improve visibility of its contingent workforce across all locations 
• Strengthen worker safety during critical incidents 
• Centralise contractor records and contact information 
• Improve compliance and governance 
• Deliver better workforce reporting and business insights 
• Create a more consistent contractor management model 

To achieve this, the organisation expanded its existing Recruitment Process Outsourcing (RPO) programme to include outsourced contingent workforce management.

The Solution

An Integrated Contingent Workforce Management Model

To improve visibility and governance, the organisation partnered with CXC to manage the end-to-end engagement, payroll and administration of its contingent workforce.

Working alongside the client’s Recruitment Process Outsourcing (RPO) provider, CXC implemented a collaborative workforce management model that brought permanent and contingent workforce programmes under a unified operating framework.

Key elements of the solution included

Integrated workforce management
CXC assumed responsibility for contractor engagement, payroll, compliance and ongoing workforce administration.

Strategic partnership with the RPO provider
A formal partnership charter established shared objectives, governance structures and clear ways of working to ensure a seamless experience for hiring managers and contingent workers.

Enhanced workforce visibility
Centralised contractor data provided greater transparency across workforce location, engagement and spend.

Dedicated workforce support
On-site Account Managers and a specialist service team delivered ongoing operational support across key markets.

Performance reporting and governance
Monthly dashboards, disengagement reporting and workforce analytics gave leadership greater insight into workforce performance and utilisation.

Results

Greater Workforce Visibility, Stronger Governance and $21 Million in Savings

The new contingent workforce management model delivered significant operational improvements while giving the organisation greater visibility and control over its external workforce.

Results at a Glance

$21 million+ in savings

Delivered over three years through strategic workforce management initiatives.

99.5%+ payroll and invoicing accuracy

Consistently achieving agreed service level targets.

85% hiring manager and contractor satisfaction

Up from 65% following programme implementation.

Enhanced workforce visibility

Real-time reporting provided greater insight into workforce utilisation, spend and contractor engagement.

Operational Impact

Improving Workforce Safety, Compliance and Strategic Decision-Making

The new workforce model delivered measurable improvements across safety, governance and operational efficiency.

Key outcomes included:

• Improved visibility of contingent workers across the organisation 
• Faster access to contractor information during critical incidents 
• Stronger compliance and governance controls 
• Enhanced health and safety awareness across the contingent workforce 
• Centralised reporting through monthly performance dashboards 
• Better workforce planning through detailed analysis of skills, job families and workforce costs 
• Strong collaboration between CXC, the RPO provider and internal Talent Acquisition teams 

By giving leadership a single source of truth for contingent workforce data, the organisation was able to make more informed workforce decisions while improving the balance between permanent and contingent labour.

Client Feedback

Transforming Workforce Visibility Through Partnership

According to the client’s General Manager – AP&C, Resourcing & Systems Delivery:

“CXC have brought a collaborative and partnership mindset… operating proactively to deliver a scalable workforce solution through a time of significant transformation.”

The client also highlighted the value of the reporting and workforce insights provided by CXC, which delivered greater visibility of workforce skills, costs and contractor utilisation while supporting broader workforce planning.

Most importantly, the organisation noted that CXC helped transform contingent workforce management by providing clear visibility of contractor engagement, associated employment costs and the balance between permanent and contingent workers.

Ready to Gain Greater Visibility of Your Contingent Workforce?

Limited visibility doesn’t just create administrative challenges—it can expose organisations to operational, compliance and safety risks.

CXC helps organisations:

• Improve contingent workforce visibility 
• Strengthen compliance and governance 
• Enhance worker safety and emergency response 
• Centralise contractor management and payroll 
• Deliver workforce insights that support better business decisions 

Speak with our workforce specialists to discover how CXC can help you build a safer, more transparent and more efficient contingent workforce programme.

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