{"id":77818,"date":"2026-07-02T15:05:47","date_gmt":"2026-07-02T15:05:47","guid":{"rendered":"https:\/\/totara.com\/customer-stories\/g4s\/"},"modified":"2026-07-02T15:29:51","modified_gmt":"2026-07-02T15:29:51","slug":"g4s","status":"publish","type":"customer-story","link":"https:\/\/totara.com\/us\/customer-stories\/g4s\/","title":{"rendered":"How G4S transformed global onboarding across 97 countries with Totara"},"content":{"rendered":"\n
\n

G4S, an Allied Universal\u00ae company, is a global security leader with 800,000 employees<\/b><\/span> ($20bn revenue), including 40,000 employees in the UK<\/b><\/span>. The organisation delivers technology-led security solutions, helping keep communities safe so they thrive.<\/p>\n

The Challenge<\/b><\/span><\/h2>\n

In an international business spanning 97 countries<\/b><\/span>, managing early-stage employee attrition is a significant operational challenge. The objective of O&OV3 was to completely re-engineer the onboarding ecosystem. G4S set out to replace fragmented, localised, and manual data-tracking methods with a unified, globally mandated onboarding standard.<\/p>\n

By utilising Totara as the central digital engine, G4S aimed to create a seamless, blended experience for both SG&A and frontline personnel. The strategic goal was to improve compliance, respect operational billable time through a streamlined 30-minute learning model<\/b><\/span>, and dramatically reduce costly turnover during an employee\u2019s first 90 days.<\/p>\n

The Solution<\/b><\/span><\/h2>\n

Instead of using standard, linear course tiles that users click through in isolation, G4S pushed Totara\u2019s structural capabilities by creating an integrated Onboarding Pathway<\/b><\/span>. This pathway serves as the digital core of a heavily blended learning strategy.<\/p>\n

Rather than simply delivering digital content, Totara actively orchestrates real-world, physical touchpoints. It maps out the learning journey alongside vital human interactions at critical milestones in the employee lifecycle.<\/p>\n

For SG&A staff<\/b><\/span><\/p>\n

The pathway automatically unlocks and prompts mandatory, in-person Discussion Forms<\/b><\/span> at Day 30<\/b><\/span> and Day 90<\/b><\/span>.<\/p>\n

For frontline personnel<\/b><\/span><\/p>\n

To fit their fast-paced operational reality, the pathway triggers these critical checks at Week 2<\/b><\/span> and Week 12<\/b><\/span>.<\/p>\n

The innovation lies in using the LMS as a time-released scheduling and compliance hub, ensuring that automated learning always drives physical, manager-led human connection.<\/p>\n

Seamless automation: The technical landscape<\/b><\/span><\/h3>\n

Managing a project at this scale required a powerful technical ecosystem behind the scenes. To ensure new starters are provisioned onto the platform without manual administrative delays, Totara was integrated into G4S\u2019s broader global IT architecture.<\/p>\n

This includes:<\/p>\n

    \n
  • Live data feeds<\/b><\/span> from SuccessFactors.<\/li>\n
  • Robotic Process Automation (RPA)<\/b><\/span> to assign employees to the correct regional learning pathways.<\/li>\n
  • Google Identity for Work<\/b><\/span> integrations that automatically provision frontline personnel with Google Work identities across regions including APAC, the Middle East and Latin America.<\/li>\n<\/ul>\n

    This technical ecosystem ensures employees are automatically enrolled into the correct regional audience group with zero local administrative effort<\/b><\/span>.<\/p>\n

    Turning the LMS into an Early Warning System<\/b><\/span><\/h3>\n

    One of the most impactful elements of the project is how data captured within Totara is used beyond learning delivery.<\/p>\n

    Completion data and sentiment scores from the Day 30\/90 and Week 2\/12 Discussion Forms are automatically fed into Domo<\/b><\/span> and Looker Studio<\/b><\/span> dashboards.<\/p>\n

    Rather than simply reporting historical data, these dashboards act as a proactive Truth Engine<\/b><\/span>, identifying potential retention risks in real time.<\/p>\n

    For example:<\/p>\n

      \n
    • If a new starter reports a \u201choneymoon crash\u201d.<\/li>\n
    • If operational issues such as missing PPE are identified.<\/li>\n
    • If low manager connection or negative sentiment is detected.<\/li>\n<\/ul>\n

      Country HR leaders and managers receive immediate visibility, allowing them to intervene before these issues result in employee resignation.<\/p>\n

      Global rollout<\/b><\/span><\/p>\n

      The solution has now been deployed across all 97 countries<\/b><\/span>, with different implementation models depending on local digital maturity.<\/p>\n

      Countries including the Netherlands, UK Cash, Saudi Arabia, Singapore and Bangladesh<\/b><\/span> use fully automated onboarding pathways.<\/p>\n

      Where local infrastructure limits direct digital access, including Cameroon, Morocco and Malawi<\/b><\/span>, structured manual workflows ensure 100% data capture<\/b><\/span>, maintaining the integrity of the global reporting model.<\/p>\n

      Since launch, G4S has successfully replaced fragmented spreadsheets with a unified global onboarding ecosystem, providing senior leadership with real-time visibility into onboarding health across the organisation.<\/p>\n

      The Results<\/b><\/span><\/h2>\n

      Data monitoring confirms highly positive feedback. New starters now feel supported and optimistic throughout their onboarding journey.<\/p>\n

      Employees consistently highlight:<\/p>\n

        \n
      • A welcoming culture<\/b><\/span>, supported by approachable managers and mentors.<\/li>\n
      • Career growth opportunities<\/b><\/span>, with learning that helps build confidence and capability from day one.<\/li>\n<\/ul>\n

        The project has also delivered measurable operational benefits across four key areas.<\/p>\n

        Drastic reduction in learning administration and setup time<\/b><\/span><\/h3>\n
          \n
        • Bulk account creation<\/b><\/span> eliminated manual onboarding for thousands of frontline employees.<\/li>\n
        • Automated integrations between SuccessFactors, Totara, Google Identity for Work and custom RPA<\/b><\/span> now save hundreds of administrative hours globally every month<\/b><\/span>, allowing HR teams to focus on employee engagement.<\/li>\n<\/ul>\n

          Rapid global rollout and scalability<\/b><\/span><\/h3>\n
            \n
          • Totara enabled digitally mature countries to transition immediately following the 28 April global go-live<\/b><\/span>.<\/li>\n
          • Structured fallback workflows ensure 100% onboarding data tracking<\/b><\/span> even where local digital infrastructure is limited.<\/li>\n<\/ul>\n

            Enhanced real-time reporting<\/b><\/span><\/h3>\n
              \n
            • Totara pathways now feed live onboarding data directly into Domo dashboards<\/b><\/span>, replacing fragmented spreadsheets.<\/li>\n
            • Regional leaders have immediate visibility of onboarding health through localised dashboards and permission-based reporting.<\/li>\n<\/ul>\n

              An operational Early Warning System<\/b><\/span><\/h3>\n
                \n
              • Time-released milestone checks at Day 30\/90<\/b><\/span> and Week 2\/12<\/b><\/span> proactively identify employees at risk of early attrition.<\/li>\n
              • Automated alerts highlight issues including declining engagement, missing PPE and poor manager connection, enabling immediate intervention before resignation occurs.<\/li>\n<\/ul>\n

                Reduced learning time for frontline employees<\/b><\/span><\/h3>\n
                  \n
                • The streamlined 30-minute frontline onboarding pathway<\/b><\/span> achieves excellent completion rates while minimising disruption to operational and billable time.<\/li>\n
                • Previously, this training required more than four hours<\/b><\/span> to complete.<\/li>\n<\/ul>\n

                  Through this project, G4S has leveraged Totara to shift global onboarding from a passive administrative exercise into a highly proactive, data-driven system of retention and care.<\/p>\n<\/div>\n <\/div>\n\n\n

                  \n

                  \u201cThrough this project we challenged Totara to be more than just a platform for digital learning; we needed it to support the delicate balance of deep technical automation and genuine human interaction for our global onboarding. By linking automated milestone tracking directly to real-world, manager-led touchpoints, Totara has allowed us to listen to the voice of our new starters at scale. It has shifted our international business from a reactive approach to early-stage attrition into a highly proactive, data-driven system of retention and care.\u201d<\/p>\n<\/blockquote>\n

                  \n
                  \n Stevie Ingram-Palmer,<\/strong>\n
                  \n Head of Employee Experience \u2013 Talent Development (International), G4S, An Allied Universal\u00ae Company <\/figcaption>\n <\/figure>\n <\/div>\n\n\n

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