Actalent’s Effective Consultant Management for a Major Transmission Line Project

The Client

Our client is a U.S.-based design firm that consistently ranks in the top 10 of the ENR Top 500 report. They provide engineering, architectural, construction and environmental services for an array of organizations worldwide.

The Challenge

Our client was supporting the construction of a new 417-mile transmission line in the western United States. This ambitious project required rapidly onboarding over fifty consultants, including environmental specialists, reclamation specialists and archeologists/culture monitors. However, the client faced significant challenges due to the lack of an effective onboarding and oversight process for contract hires. Previous projects had already highlighted the difficulties in coordinating and managing air travel, lodging, rental vehicles, multi-site logistics and sophisticated billing requirements for such a large number of consultants. The absence of a streamlined process had led to confusion, frustration and suboptimal experiences for the client, their consultants and the utility customer.

As the client prepared to ramp up for the transmission line project, it became clear that without a proper solution to onboard, manage and support the dispersed contract hires, they would likely encounter the same issues. The stakes were high, as failure to address these challenges could result in not fulfilling contractual agreements, risking the loss of the contract and facing high consultant turnover and retention issues. The client urgently needed to find a strategy to ensure smooth operations and successful project execution.

The Actalent Solution

The client chose to work with Actalent because they wanted a single point of contact for both them and the consultants. Our primary goals were to build trust for future projects, achieve near-perfect retention, ensure smooth billing and invoicing, provide operational solutions, manage conflicts effectively, and provide a single point of contact for both the consultants and the client.

To address these needs, we designed a streamlined solution centered around communication and care. We deployed a program manager to oversee every aspect of Actalent’s role in the project. This program manager served as the main point of contact and resource for both the client and consultants, handling potential issues, project updates and problem resolution. Enhanced onboarding processes were implemented, including well-defined standard operating procedures (SOPs) and project-specific metrics. These SOPs covered time and expense guidelines tailored to the project, and consultants with vehicles received key points of contact for maintenance and roadside service.

Additionally, our program manager coordinated all logistical and travel arrangements for consultants, ensuring they had plane tickets, lodging and reliable transportation well in advance. This proactive approach prevented complications and ensured smooth operations. The program manager also made several trips to job sites, fostering open communication with the client and addressing any concerns promptly. By aligning our billing frequency and invoice breakdowns with the client’s preferences, we improved the overall ease of doing business and enhanced client satisfaction.

The Results

Onboarding went smoothly; construction was completed ahead of schedule and employee retention reached 95% – an all-time high. Actalent’s involvement significantly reduced the “people management” load, allowing senior staff to focus on the technical aspects of the job. This saved immeasurable time and stress. With these efforts, we were able to achieve a successful project completion.

Many consultants expressed that having a program manager made them feel involved, valued and part of a team. Our consultant and client care efforts established a strong foundation of support, value and trust. The client’s customer is confident in them and as a result, the client is confident in us. The client continues to rely on Actalent for support and guidance on projects, solidifying our role as a trusted talent solutions expert and partner. Our team is actively tracking future work opportunities with this client to ensure continued collaboration and success.