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Leading Communications Service Provider: Turns workforce insight into Equality Action Plans

A leading communications service provider partnered with Blue Arrow to pilot Diversify, the UK’s first fully managed EDI‑as‑a‑Service model. Operating across six Voice Services sites, the organisation wanted to move beyond EDI reporting and develop clear, evidence‑based Equality Action Plans that site leaders could deliver, review and improve year on year.

With increasing regulatory focus on accountable equality actions, the pilot aimed to provide a trusted, repeatable way to understand representation, inclusion and belonging at site level and turn insight into measurable change.

Leading Communications Service Provider: Turns workforce insight into Equality Action Plans

Client

Telecommunications Company

Contact

Zoe Scott, Blue Arrow EDI Consultant

Sector

Business & Administration

Staffing Type

Call Centre, Customer Advisors
79%
Participation Across All Six Sites
13
Ideas Generated Within 24 Hours at One Site
90
Days Peer Mentoring Review Cycle

Recruitment Challenge

The organisation needed a clear picture of who worked in each site, how this compared to local labour markets and which factors influenced wellbeing, performance and retention.

Previous EDI activity lacked consistency and ownership, making it difficult for leaders to translate data into action. The business required a scalable model that would build trust in sensitive data, encourage high participation and produce practical, site‑specific Equality Action Plans aligned to emerging regulatory expectations.

Recruitment Challenge

Blue Arrow introduced Diversify, a managed EDI‑as‑a‑Service model to replace fragmented activity with a structured, evidence‑based approach. The pilot established a clear baseline by mapping workforce data against local population insights to identify representation gaps, strengths and opportunities, alongside analysis of inclusion and belonging.

Clear privacy safeguards, optional self‑identification and minimum reporting thresholds built trust and supported strong engagement. Insight was then translated into action through site‑level data packs, executive summaries and in‑person interpretation workshops, with ongoing check‑ins supporting leaders to turn insight into delivery.

A clear understanding of the workforce across multiple sites formed the foundation of the pilot. By combining workforce data, local population insights and lived‑experience survey responses, Diversify created a trusted picture of representation, inclusion and belonging at site level.

The managed service replaced fragmented activity with two structured surveys each year, supported by clear privacy safeguards and expert interpretation. Insight was translated into action through site‑level data packs and in‑person workshops, enabling leaders to co‑create measurable Equality Action Plans and move from insight into delivery through ongoing review.

The Results

Supporting the organisation to move from EDI reporting to delivery required a structured and trusted approach. The Diversify pilot enabled leaders to translate workforce insight into practical, site‑level Equality Action Plans.

We achieved:

  • 79% survey participation across six Voice Services sites, with some exceeding 90%
  • Site‑specific Equality Action Plans co‑created and owned locally
  • 13 actionable ideas generated within 24 hours at one site, with first actions delivered within two weeks

Following the pilot’s success, the organisation established a repeatable cycle of measurement, interpretation and action to support ongoing Equality Action Plan delivery.

The Results
We built Diversify to close the gap between EDI ambition and operational reality. Leaders were being given numbers without meaning. Pay gaps and representation data show what is happening, but not why or what to do next. Diversify turns complex EDI data into clear, site level actions that any leader can deliver and measure. I’m incredibly proud to have shaped the full-service design and now get to see it in action.
Zoe Scott Blue Arrow EDI Consultant
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