A major Queensland Government department was preparing to deliver a large-scale customer service transformation off the back of off the back of increased demand for digital-first service models in high-volume customer environments.
The program focused on modernising long-standing systems, uplifting digital capability, and implementing improved processes across customer facing platforms.
As part of this initiative, the department required multiple contract hires across product, delivery, and business analysis - many of which needed to be filled at speed, during peak competition, and within government hiring frameworks.
We supported with high-quality contract talent across several functions, helping them maintain delivery momentum through each stage of the transformation.
THE CHALLENGE:
Government hiring processes are highly competitive and panel-based, requiring agencies to be proactive, responsive, and precise in both candidate quality and communication.
Key challenges in this instance included:
- Identifying niche skill sets across BA, testing, and agile delivery - many of which required contractors who could wear multiple hats to meet budget constraints.
- Sourcing professionals with deep stakeholder engagement skills, particularly those who could bridge the technical-functional gap in a large, regulated environment.
- Speed to market was critical. Roles needed to be filled quickly with individuals who could commit for the full contract term and deliver value from day one.
- Understanding the cultural nuances of the department - the team placed a high value on collaboration, strong communication, and a willingness to embed fully, rather than operating as isolated resources.
OUR APPROACH:
Rather than wait for briefed roles, we took a proactive approach - reaching out to key department contacts and floating high-quality candidates we believed would add value. In several cases, this led to roles being created or released directly to us based on the strength of the match.
Key elements of our approach included:
- Drawing on a pre-nurtured network of Queensland Government-experienced contractors, including candidates with direct experience working within the same department or tech stack.
- Using referrals and candidate-led leads to gain insight into upcoming projects or resourcing gaps, allowing us to submit talent ahead of the formal process.
- Understanding personality and soft skill fit as critically as technical skill - particularly for Agile delivery and business analyst roles, where communication, translation of technical language, and cultural integration were essential.
- Offering real-time market insights, including advice on salary benchmarking, timing, and competitor activity - ensuring hiring managers were set up for success before roles even reached approval stage.
- Supporting candidate and client through onboarding, early-stage feedback, and regular check-ins to ensure success and contract retention.
RESULTS:
We successfully placed multiple contractors into key delivery and business-facing roles, including:
- Test Lead (manual testing – legacy system)
- Business Analysts with customer-facing and mainframe application experience
- Scrum Masters with experience in DevOps and Agile maturity uplift
Our placements were the only successful hires through a multi-agency panel process - and each contractor has since been extended beyond their initial terms.
If you'd like to speak to our team of specialist consultants to help fill a gap or support you during a transformational period, reach out below.