This case study is based on a conversation with Greg from Liverpool John Moores University (LJMU).
‘Liverpool John Moores University is proud to be a university that raises people up. We champion change and always place our students at the heart of everything we do.
Every single day, our work and partnerships enhance somebody’s life. We achieve this in so many ways – through our academic excellence and with our world-leading or impactful research. We also accomplish this through projects that support communities at home and abroad. We are a remarkable university. With over 27,189 total registered students.’
Visit their website here.
Before implementing Actus, our appraisal process was quite traditional. We relied on web-based forms, mostly Word documents, that were emailed back and forth between managers. These were then optionally uploaded into our Oracle HR system, but in reality, only around 40% were ever stored. The forms were static and lacked interactivity, so there was no reliable way to track completion or engage with the content. From a central HR perspective, we had no accurate visibility into who had completed appraisals, where they were stored, or whether performance conversations were even taking place.
Absolutely. We couldn’t confidently say that all appraisals were being conducted. Managers would often assure us that they had taken place, yet employee relations cases and grievances suggested otherwise, with some employees reporting they hadn’t had an appraisal in years. Documentation was often missing, especially when managers moved on or when files were saved locally and later lost. In some cases, appraisals were overwritten year after year, or outdated forms were reused long after newer versions had been published, simply due to lack of central control.
We knew we needed a solution that was simple and intuitive. Something that wouldn’t get in the way of the conversation, but would still allow for customisation. So when the Actus tender came through, it immediately felt like a strong fit for our needs.
During the tender process, we saw other systems that looked impressive. But we weren’t convinced they aligned with where we were culturally as an organisation. What stood out with Actus was the modular approach. It allowed us to phase in features over time, rather than launching everything at once. That flexibility was really important.
One of the most appealing aspects of Actus was how easy and intuitive it was to use. Even in early demos, we could see that it would meet our core requirements. During implementation, we were able to prioritise what mattered most to us, and the Actus team supported us in tailoring the system accordingly.
Our implementation was fantastic. We took a formal project management approach, (perhaps more structured than most clients), but the Actus team rose to the challenge. Whether it was support from Swags or Jane or quick escalations to Adrian for API or tech-related issues, the response time was excellent. Challenges were resolved swiftly and professionally.
That level of service has continued post-implementation. The help desk remains incredibly responsive which at the university we always find genuinely surprising when compared to other support services we use. Issues are usually resolved within a day, and the team is always happy to help without trying to upsell additional features unnecessarily.
The biggest transformation has been visibility. Previously, we couldn’t confirm whether appraisals were taking place. Now, we know with certainty that 98% of our staff completed an appraisal last year, and all are properly documented in the system.
While Actus can’t guarantee the quality of those conversations, it gives us a foundation to work from. We now have data that enables us to identify gaps and target support where needed. For example, if we receive feedback that an appraisal wasn’t meaningful, we can verify and take action. That level of insight was simply not possible before.
Moreover, the system helped us standardise our appraisal cycle, (now running between June and September), which has made the process more systematic and predictable across the institution.
We’ve already begun to tap into additional features like career aspiration conversations, which helped us respond quickly to staff feedback around development. The system offers a much more professional and structured alternative to Word forms and enables us to act quickly when new needs arise.
We haven’t yet used 360-degree reviews, but having that functionality available gives us flexibility for future development. We’re also exploring the potential to bring our e-learning platform into the Actus LMS, which would consolidate mandatory training and appraisals into one seamless system. That integration is another example of how Actus has provided a strong foundation for continued growth.
One of the standout features has been how easy it is to customise appraisals. For example, we’ve been able to tailor forms specifically for our academic staff, linking them to pay review processes and including bespoke questions where needed.
Being able to quickly roll out modules, like the career aspirations form in response to staff survey feedback, was a major advantage. The platform makes us look more professional and responsive as an organisation, and allows us to embed appraisals more meaningfully into our performance and reward strategies.
Everyone we’ve worked with at Actus has been incredibly helpful, responsive, and genuinely interested in our success. The support never feels transactional, it feels like a partnership. Even when additional modules come with costs, the conversation is always grounded in what’s right for us rather than just upselling.
Yes, wholeheartedly. I’ve already provided references for other potential clients. Of course, organisations need to do their own due diligence to ensure it’s the right fit, but if you’re looking for a responsive partner with an intuitive, adaptable appraisal and performance management platform, I would recommend Actus 100%.
Interestingly, a colleague of mine in a much smaller organisation also uses Actus and has had a similarly positive experience. It’s clearly a solution that scales well across a variety of organisational contexts.
If you’d like to see how Actus can support your organisation too, explore more of our customer success stories or visit our Performance Management product page. You can also get in touch to arrange a demo, request a quote, or speak to our team about your specific needs.
One of the main advantages of working with Actus is the partnership approach. It’s not just a product you buy off the shelf and implement independently. Instead, it requires ongoing collaboration…
“Actus has been a great platform for us, we’re doing things differently in the business now and can continue to use it to underpin the HR strategy going forwards”
VJ Technology chose Actus Software after being very impressed with the software capabilities and professionalism shown by the employees. This continued throughout implementation and beyond.
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