Planning in Partnership to Transform Customer Service at Financial Services Compensation Scheme (FSCS).
Be inspired and learn from our 2018 Innovation Award Finalist
- Hear about a powerful example of cultural transformation, building new ways of working with partners, managers, planners and frontline staff
- Discover how this change has been driven and underpinned by data, analysis and the development of effective resource planning
- Learn how continuous improvement is continuing to drive a seamless customer experience
Who should attend? This case study is a great story for anyone who works with outsourcers as well as outsourcers themselves. It will be of interest to leaders in public service organisations and to all leaders interested in cultural transformation. Planners will learn from a powerful back to basics story, analysts from a seeing how data drove performance change, and those involved in quality and customer experience can see how focus in the operation was re-centred on the customer.
Find out about FSCS's Innovation
See how FCSC transformed their approach to working with three outsourcers, building trust and collaboration out of a radical change in strategic approach. Working collaboratively, they changed from being a service function to treating their claimants as customers. These strategic partnerships now deliver an improved and consistent customer experience. Crucially, this cultural alignment has resulted from a transformation of the way in which planners, front line staff and partners work. It has led to dramatic results in terms of speed of claims delivery and is underpinned by improved forecasting and the development of resource planning models, self-service reports and the use of new customer-focussed metrics.
Jamie Tilly – Head of Operations Support - FSC
Jamie has thirty international years of strategic, leadership and operational transformation experience delivering customer delight with accomplishments in complex and award-winning environments across industries. He complements strong strategic and tactical planning with delivery accountability having directed operations incorporating multi-channel service, sales, claims and complaints. Whilst very results oriented his focus is on sustained growth and proposition viability longer term, be it people, customer, stakeholder or commercial.
Nigel Bishop – Audit & Risk Advisory Manager - Deloitte
Nigel has extensive Operational Management knowledge, predominantly providing Managed Solutions to large organisations within the Financial Services sector. With 12 years’ experience working within a ‘Big Four’ Professional Services firm, he has specialised in the provision of alternative delivery models as well as implementation of industry wide best practice. He has significant experience of process re-engineering and change management, with a track record of improving customer services and realising cost efficiencies.
Tim McKeegan – Interim Planning Manager – FSCS
Tim has 14 years’ experience in front and back office resource planning, MI and Management, within the Financial, Insurance, Retail and Field sector. Tim has designed, built and implemented forecasting/planning models and methodologies across a number of businesses. Tim was awarded the forums planning hero award in 2012.