Ingeus Case Study 2016: FACT: operating principles for an efficient public service
See the full Case Study, Presentation slides and Video
See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.
Ingeus has supported over 200,000 people into sustainable work since 2002, often overcoming significant barriers to employment. The need for efficiency in this publicly-funded service was directed into a change programme that’s increased capacity by 59%. By automating routine activity, 92% of non-value tasks in 2015, they created capacity for a virtual, centralised team of flexible people, who offer the human touch. Delivery of change is supported by strong leadership and engagement; everyone affected had a voice throughout the project. Crucially, the removal of routine tasks has freed individuals to truly embody the organisation’s values with their solution-focussed approach and passion for going the extra mile to make a difference to their clients’ lives.
- SMS automated 30,000 monthly confirmation calls for sustainment payments
- 14% headcount saving was reinvested in people and customer outcomes
- Carry over of payments reduced from 3,500 to under 100
- Occupancy levels more than doubled
- Customer satisfaction over 98% and 85% of staff say this is a great place to work
Who should read or watch this case study? This is a case study that will attract any public service operation or small contact centre facing efficiency challenges, where a step change is required in attitudes and working methods.
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