CGL: Improving learning and performance capability through advanced digital solutions
29 September 2021
Communities often need help when their quality of life is affected by crime. Homelessness, drugs, alcohol and domestic abuse all have an impact on the local area and this is where the CGL (Change, Grow, Live – formerly known as CRI) steps in.
Every year, more than 120,000 people across England and Wales receive assistance to get back on their feet. At CGL, full-time staff and volunteers work to encourage and motivate people to take control of their lives.
CGL now has more than 3,000 staff and 1,000 volunteers in more than 160 regional centers. With so many employees across a wide region, keeping track of their progress was proving to be difficult.
Previously, there were instances where notes were lost, handwriting was illegible, copies were not being shared, and many of the action points from the meetings were missed. CGL knew they had to address this by empowering its employees and volunteers by implementing a unified talent management solution.
To overcome its reliance on paper-based records, CGL decided it had to go digital. It chose the talent management tools from Cornerstone OnDemand, selecting Cornerstone Learning and Cornerstone Performance solutions.
The solutions enabled CGL to standardise its recordkeeping across the organisation. What happened in one office needed to be replicated in another, even if it is hundreds of miles away. So, for the first time, the performance management process was exactly the same across the country.
Through Cornerstone, CGL now has the ability to deliver, track, view and report on all learning and development progress across the organisation. In turn, it brings unity and consistency to all its training modules.
Furthermore, through Cornerstone’s cloud-based talent management software, CGL was able to empower its employees and volunteers through learning and development, as well as foster a more aligned performance management process throughout the organisation. The sharing of best practices developed a powerful team of employees and volunteers that could provide the best possible service to those that CGL works with.
Created central access to learning. Cornerstone has provided CGL with central access to learning and development from any device. It has revolutionised the way that CGL is able to quality assure and monitor both individual and overall service performance.
Improved Customer satisfaction. Sandra Eden, Development Manager at CGL in the Midlands, said “Quality performance reviews contribute to positive outcomes and achievements, improved staff engagement and customer and stakeholder satisfaction. The quantitative and qualitative detail driving everything that we do is now easily accessible at the click of a button.”
Standardised performance reviews. CGL constructed a thorough marketing plan to prepare for the roll out of the new system across its workforce. With tailored emails outlining clear benefits – both from a line manager’s perspective and frontline perspective, uptake in the first week was 15 percent. So far, just a few months after rolling out the service, 1,791 performance reviews have been created across CGL.
Increased employee and volunteer engagement. The newly introduced Welcome Page on the training site has had an immediate impact. An internal Stonewall diversity survey generated only 17 respondents prior to using Cornerstone; three days after a message and link were posted on the new hosting site, the number of respondents rose to 82 – a 482 percent increase.
Kevin Crowley, Executive Director – Quality, Governance and Innovation at CGL values the visibility he has over the organisation. He said, “Using Cornerstone to bring performance development online has really given us a powerful tool to more closely align learning with performance and ensure our staff has the necessary skills and knowledge to provide the best possible service to those we work with. We have been able to build up a national picture of our strengths, and can identify and share good practice to ensure continuous improvement across the organisation.”