Key Stats at a Glance
- 20+ AI and automation opportunities identified
- Significant hours saved annually on core processes
- Competitive advantage delivered through bespoke solutions
Client & Context
A leading provider of employability services, with a mission to help people into work, faced a challenge: frontline staff were spending too much time on administrative tasks, leaving limited capacity to build meaningful relationships with clients.
As demand for services grew and competition intensified, the organisation identified AI as a key lever to improve efficiency and strengthen its competitive edge. Hudson & Hayes was engaged to turn this ambition into action.
The Challenge
The key issues were:
- Excessive administrative burden on Employment Coaches (ECs), limiting time with clients.
- Low internal AI maturity, with limited experience in implementing solutions.
- Pressure to demonstrate improved job outcomes and competitive differentiation in bids.
- Existing technology constraints, requiring bespoke AI interventions beyond standard systems.
Without intervention, the organisation risked reduced job placement outcomes, lower staff satisfaction, and weaker competitiveness in contract bids.
The Solution
Hudson & Hayes applied its proven approach, moving quickly from feasibility to delivery.
1. Feasibility & Education
- Ran a four-week feasibility study, identifying over 20 AI and automation opportunities.
- Delivered AI literacy sessions for leadership, building confidence and aligning on priorities.
2. Co-Creation & Discovery
- Worked with Employment Coaches and operational leaders to co-design solutions grounded in real frontline needs.
- Developed a prioritised opportunity pipeline with clear ROI estimates.
3. Build & Deploy
Key solutions delivered included:
- Bespoke AI Solution: an innovative AI-powered assistant co-designed with users to streamline client engagement, answer queries, and reduce admin.
- Automated action plan creation using large language models (LLMs), cutting manual effort and improving consistency.
- RPA bots in Power Platform to automate repetitive, high-volume processes such as the Mandation and Completer process.
4. Ongoing Partnership
- Established a continuous delivery model, embedding predictive analytics, AI agents, and low-code platforms into everyday operations.
- Ensured adoption by coaching staff and building AI maturity into organisational culture.
Key Outcomes
- Capacity release for Employment Coaches, giving them more time with clients
- 20+ AI opportunities identified and validated, ensuring a pipeline of ongoing improvements.
- Competitive advantage delivered, with AI solutions boosting bid scores and revenue potential.
- Cultural shift achieved, embedding AI adoption into day-to-day operations.
Conclusion
By combining feasibility analysis, co-creation, and rapid delivery, Hudson & Hayes enabled the organisation to transform frontline operations with AI. The result: more time for client engagement, stronger job placement outcomes, and a sharper competitive edge in winning new business
