Review of System – Best Practice Danielle Horne Best Practice University of Hull

A review of the system to produce some high level statistics generated through iGRasp and clarify the Stepstone process and services that are available to you as a customer. We will cover: Applications, Hires, Sources and Positions Process and Bottlenecks through the application process Average time to offer/hire How is i-GRasp working for you? Who to contact within Stepstone Further information What to think about moving forward Review

The first 3 months of 2011 – January – March Number of Applications made = 2176 Positions – Ratio of positions Number of Hires made = 46 All 46 Hires are Direct Hires 55 Positions raised, 23 Filled

Process and Bottlenecks – Q – Q On the whole this looks really good but just a few recommendations below on how to improve this. Are Candidates moved through the process in a timely manner? Some candidates are still sitting in active statuses 154 number of candidates sitting at the status of shortlisting – when did they last receive communication from you? What is this status? Perhaps a group could be created to keep in contact with these candidates more frequentyl 1 Candidate is sitting against Pending withdrawal since January – Just check the s are being sent out Review the reasons behind the bottlenecks within the candidate process and consider the candidate experience. Encourage housekeeping and internal SLA’s and are candidates notified within 72 hours once the CV is received

Average time to Offer/Hire by positions and applications Time to Offer/Hire by Application How long is it taking to offer a candidate a role compared to how long it is taking for a candidate to be hired by candidate application date? Is there something delaying candidates being offered/hired? What are your SLA’s – can we improve the averages. Time to Offer/Hire by Position How long is it taking to offer a candidate a role compared to how long it is taking for a candidate to be hired by position start date? Is there something delaying candidates being offered/hired? What are your SLA’s – can we improve the averages.

How is i-GRasp working for you? Since Go Live 18 months ago, what impact has iGRasp made to your Recruitment processes as well as your team? How has iGrasp measured up to your expectations? What were your aspirations at Go Live for i-GRasp? What are your Recruitment KPI’s? And how do they measure so far?

Who to contact within Stepstone Are you and your Superusers clear about who to contact and when within Stepstone? Who would you contact should you require: A copy of your current contract Have an issue or a problem with iGRasp Want to know the best way to use this piece of functionality Need to make some image changes to our website Need a review meeting Need to reset my password Interested in pricing and a demo for another module Need to escalate an issue Want to discuss our internal process through iGRasp to ensure we are maximising functionality Need some advice on how to create and build questions Best Practice – Danielle Horne System adoption and optimisation, How do I do? Whats the best way to? maximising functionality and system changes. Account Manager Richard Middleton Owns the relationship, more strategic, deals with contracts, review meetings, point of contact for escalations, modular upsells and costings Customer Support Issues, problems and queries

Are you familiar with the following Stepstone processes? Versions Releases Stepstone will release new functionality and features at an average of 3 times per year. The majority of functionality is free of charge and available upon request through a Work Request within Cases.Customers will receive communication from our Customer Support Team, two weeks prior to the release to notify you of when this will take place. Superusers set up within Cases will automatically receive Release Notes by – listing the features and detailed walkthrough or alternatively these can be retrieved through Cases under Content. Functionality should be discussed with Best Practice and how it can benefit your recruitment. Patches Monthly Patches primarily contain resolutions to system defects or issues. This takes place during the evening with minimal impact to the customer and candidate environment. Servers go through QA testing once the patches have been deployed. Again Customer Support will notify you of when this will take place Access to Cases/Helpdesk iGRasp issues or problems should be raised to those team members with access to Cases/Helpdesk. Cases is located within the Customer Community through the “Helpdesk” navigation within iGRasp. Cases forms part of Stepstones Customer Relationship Management (CRM) software used to log and track Incidents or Work Requests giving customers total visibility of the progress made. Customer Support can also be contacted on

Further information SLA’s and Escalations Our Customer Support Team work towards incident SLA‘s, response and resolution targets. A copy of your SLA will have been have given at the time the Stepstone Contract would have been agreed. Should you require an additional copy contact your Account Manager. Should you need to raise a formal escalation to an issue, this will need to be raised with you Account Manager who is able to escalate your issue through the necessary channels. Customer Community Stepstones intention of the community was to: Network with other customers in an informal way For customers to be more involved in the development of our products Customers can obtain detailed and useful information about our products and services. Customers are able to gain access to resources such as tools and information including: Detailed information about our products and services A multi-product global customer support desk StepStone Ideas Community forums Blogs

Things to think about moving forward At this stage we would suggest looking at the following areas, which will help with general housekeeping as well as any future objectives: Website stats – to help with the traffic flow on the FE and making sure you are getting the right traffic coming through on the FE This can be done by looking at the following stats within the system: Number of hits to the website Jobs viewed Number of applications Traffic on FE – is your website easy to navigate around Are the jobs being displayed properly Job description formats consistent against all roles Is the application form to long – are there a high number of incomplete applications Are the questions being used correctly, is there to many or not enough Are the questions correct in relation to the role they are sitting against Reporting – the first 3 months 2010 v first 3 months 2011 Hires Applications

Danielle Horne Best Practice Advisor

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