Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+

Personnel Today

Register
Log in
Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+

Local authoritiesHR softwarePayroll softwareLatest NewsPublic sector

Bedford Borough Council: HR builds its reputation on digital

by Jo Faragher 12 May 2023
by Jo Faragher 12 May 2023 Thousands of transactions have migrated from paper to digital at Bedford Borough Council
Shutterstock
Thousands of transactions have migrated from paper to digital at Bedford Borough Council
Shutterstock

Before beginning its digital transformation project in 2018, Bedford Borough Council relied on paper-based processes to deal with thousands of employee transactions.

“In recruitment, someone would have to download an application form, get the candidate to complete it, email it in and place it in a folder,” explains HR manager Sarah Fuller.

“It was the same with any other employee changes – a manager would download a new starter or leaver form from the intranet, fill it in and send it to an authorising officer. Things got lost and you’d have to chase people. We just hadn’t moved with the times.”

The level of transactions was increased and complicated by the fact that Bedford provides HR and payroll services to around 100 local schools, something that generates around £1 million in vital revenue for the council each year.

The council already had an HR system in place from Zellis but, as Fuller admits, “was using a system that was built like a Ferrari more like a Reliant Robin”.

Seeking savings

It had been in discussions with a consulting company about building a new digital platform but felt it would be better to stay with its incumbent provider and customise it for its future needs. Since 2018, it has added numerous additional modules including mileage and expenses, a digital leaver process and new workflows for all transactions.

Digital transformation

One in four teams still using ‘outdated’ tools

HR predictions 2023: Josh Bersin predicts this year’s workforce trends

“We had financial pressures then as we do now, so the whole authority made the decision to digitise processes to deliver savings,” she adds.

“We had to put a business case together with recommendations as to how we would use the capital to fund the project and think about how we would backfill the operational side of HR and payroll.

“We decided to implement it in phases so we could involve different areas at different stages, rather than them feeling it was ‘being done to them’. It was important not to take a ‘big bang’ approach – something we’d learned from previous change processes.”

Departments were fully involved in the user acceptance and testing phase, for example, providing feedback in the early stages so changes could be made.

HR also worked closely with internal communications teams to publish user guides and posters, alongside drop-in sessions for training and addressing ‘snags’ with the software.

Service redesign

This was all happening while the people team was itself undergoing a service redesign, according to Fuller. Previously separate HR and payroll teams were merged into one and upskilled in the respective teams’ areas of expertise. Delicate change management was essential.

“Some employees needed to learn a different way of working, which was a challenge, but we supplied training,” she adds. Headcount was reduced thanks to teams being merged, but much of this was through natural attrition and roles not being replaced.

The whole digital transformation project needed to deliver around £420,000 in savings over five years and Fuller estimates that increasing levels of automation and digitisation of HR processes has delivered more than half of that.

There has been more respect for HR and what we do, and managers feel it is easier to interact with us.” – Sarah Fuller, Bedford Borough Council

As well as delivering savings, implementing the system more fully has helped Bedford win more business in terms of supplying payroll services to schools, with 10 more on its books since the transformation project. “Without implementing a [digital] schools portal, we would not have won this new business,” Fuller explains.

Improved credibility

The success of the digitisation project has improved the credibility of HR in the council, she argues, with all 2,500 employees now engaging with digital services for their payslips and other aspects of the employee lifecycle.

“There has been more respect for HR and what we do, and managers feel it is easier to interact with us, so our reputation has improved as a result.”

“People get a great candidate experience right from the beginning, and that filters through to the offer stage,” says Fuller.

“When employees are onboarded they have access to the system before they start, including induction materials, a video from the CEO, the forms they need to complete. It means they feel part of the organisation before they even join.”

Existing employees have a better experience of HR because everything they need is in one place, and the approvals process is much quicker. “The best thing is that nothing gets lost because you’re not relying on forms and waiting for managers. There’s less chance of error because there’s no manual input,” she adds.

Sign up to our weekly round-up of HR news and guidance

Receive the Personnel Today Direct e-newsletter every Wednesday

OptOut
This field is for validation purposes and should be left unchanged.

Despite being thrown into the challenges of the pandemic mid-way through the transformation process, Fuller feels the project has achieved its aims. “It really felt like we were making a change,” she concludes. “It takes time to change a culture but this is definitely shifting the way we work.”

HR roles in the local and national government on Personnel Today


Browse more HR roles in the local and national government

Jo Faragher

Jo Faragher has been an employment and business journalist for 20 years. She regularly contributes to Personnel Today and writes features for a number of national business and membership magazines. Jo is also the author of 'Good Work, Great Technology', published in 2022 by Clink Street Publishing, charting the relationship between effective workplace technology and productive and happy employees. She won the Willis Towers Watson HR journalist of the year award in 2015 and has been highly commended twice.

previous post
Share price boost when employees have information on company goals
next post
Two in three young women experience harassment at work

You may also like

CIPD appoints expert in AI to boost support...

8 May 2025

Preparing for a new era of workforce planning...

8 May 2025

M&S pauses hiring as it deals with cyber...

2 May 2025

Quarter of employees worried AI will threaten jobs...

28 Apr 2025

Google concerned by slow AI take-up in UK

25 Apr 2025

HR teams build AI use but seek more...

14 Apr 2025

Redefining employee relations for the future of work...

27 Mar 2025

The future of work: is the UK workforce...

11 Mar 2025

What does the TV show Severance tell us...

14 Feb 2025

Benify and Benefex merge to become Benifex

12 Feb 2025

  • 2025 Employee Communications Report PROMOTED | HR and leadership...Read more
  • The Majority of Employees Have Their Eyes on Their Next Move PROMOTED | A staggering 65%...Read more
  • Prioritising performance management: Strategies for success (webinar) WEBINAR | In today’s fast-paced...Read more
  • Self-Leadership: The Key to Successful Organisations PROMOTED | Eletive is helping businesses...Read more
  • Retaining Female Talent: Four Ways to Reduce Workplace Drop Out PROMOTED | International Women’s Day...Read more

Personnel Today Jobs
 

Search Jobs

PERSONNEL TODAY

About us
Contact us
Browse all HR topics
Email newsletters
Content feeds
Cookies policy
Privacy policy
Terms and conditions

JOBS

Personnel Today Jobs
Post a job
Why advertise with us?

EVENTS & PRODUCTS

The Personnel Today Awards
The RAD Awards
Employee Benefits
Forum for Expatriate Management
OHW+
Whatmedia

ADVERTISING & PR

Advertising opportunities
Features list 2025

  • Facebook
  • Twitter
  • Instagram
  • Linkedin


© 2011 - 2025 DVV Media International Ltd

Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+