State Government (MSP)

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Strategic communication and a superior change management strategy supported MSP success for this Government Department.

Client Challenge

This State Government Department set out to select a qualified provider to implement and operate a Managed Service Program under the Government’s Contingent Labour Central contract. This would be a new model for the Department who recognised that success hinged on effective change management.


ManpowerGroup Talent Solutions was selected and led the implementation effort, creating a Program Management and Implementation Team that worked in collaboration with the Department and the chosen Vendor Management System (VMS) stakeholders. Initially, we gained an understanding of how the Department previously engaged and managed its contingent labour. As a result of our findings, the team developed a “Future State” business process aligned to our recommended best practices.

Upon approval of the Future State processes, significant work was performed across all project streams, with a focus on change management and communications - given that the Managed Service Provider (MSP) model was a new concept to the Client community. As part of the Communication and Change Management Plan, 28 training sessions were conducted for all suppliers, hiring managers, and contractors. This was done to ensure that all program stakeholders were familiar with the new process, comfortable with the VMS application, and aware of the program prior to launch.

When the implementation began, the Department estimated they had approximately 600 contingent workers within the business. However, within six weeks of go-live, nearly 1,100 registered contractors were active in the program, making this the largest cluster within government currently using an MSP model.


  • $11.8M in approved spend processed through the program in the first six weeks

  • 700 contractors loaded into the VMS as part of initial program launch

  • 1,100 active contractors loaded to the VMS in the first six weeks

  • 500 Client hiring managers actively using the VMS

  • 70 suppliers actively transacting through the VMS

  • Over 1,700 emails and 900 calls processed in the first month