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2018 Finalists

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L&G Awards Case Study 2017: Simplifying Service: put people at the heart of change

See the full Case Study, Presentation Slides and Video.

  • See how voice of people engaged colleagues to make a huge difference to customers and the business
  • Learn how gamification and behavioural economics put people at the heart of change, helping it stick before old habits resurface
  • Feel the value of incremental change through Lean / Six sigma, rather than big ticket programmes, showing huge year-on-year cumulative benefit 

Through Simplifying Service, continuous improvement has become core to the culture in Insurance Customer Service (ICS) at L&G, one of three complementary strategies that are driving engagement. Governed in partnership by Business Implementation (BI), Service Development and Operational Planning teams, benefits flow from 250+ projects, including pioneering robotics. Starting in 2014, they’ve gained momentum ever since and cut 200+ FTE of failure demand. Savings were achieved by absorbing growth and natural attrition, with no redundancies. Ideas stem from engaged colleagues, not just Six Sigma teams. The programme has added 20 new implementation roles, supported by 30+ SMEs. A re-structured change team has two black and 15 green belt specialists.

Who will learn from this case study? This case study is ideal for insight, planning, continuous improvement or leadership teams – indeed anyone interested in culture, engagement psychology and gamification. Take advantage of this opportunity to see inside a major transformation through continuous improvement. 

Key results

  • Process improvement has released capacity of 208 FTE over 30 months
  • 1,300 ideas offered by front line colleagues since May 2015
  • 29 processes automated using robotics
  • Colleague engagement scores up 25%
  • NPS up 10 pts in home, four pts in life insurance

Find out more about our awards programme

Take a look at these articles, videos and links
2017 Innovation Award Winners
2017 Innovation Awards Finalists, Site Visits and Case Studies


2017 Innovation Award Winners

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