UCAS Award Case Study 2012: Transforming planning, real time and MI


Transforming planning, real time and MI

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Discover how the new central planning function at UCAS successfully dealt with demand peaks, introduced transparent planning and established greater advisor flexibility.

Expert planning and management information (MI) skills have brought transparency, efficiency and a clear improvement in performance at UCAS: the admissions body for UK undergraduate university courses. Previously, planning and MI tasks were split between team managers, but centralising the function, building expert skills and establishing best practice has introduced discipline, innovation and attention to detail. Together with outstanding buy-in from top to bottom of the organisation, this has already saved £7,000+ in overtime costs, increased staff development time fourfold, and raised calls answered from 78% to 97%. There have been significant steps in reducing unnecessary contact, far fewer instances of unpredicted call volumes and a massive improvement during the main peak periods. UCAS also has a new social media hub.

Results
  • Over £7,000 in overtime savings due to flexible contracts
  • Calls answered up from 78% to 97% year on year
  • Staff development time has risen 400%
  • Average occupancy is down 25%, from 78% to 60%, year on year, by reducing pressure at peak periods
  • Lost minutes due to late starts has dramatically reduced from 987minutes in Jan 2011 to 35mins in Jan 2012
  • No advisor attrition in the last year – only internal promotion

Site Visit Report

Attending Companies
Anglian Water, EE, Motability Operations, National Grid, Tesco Bank, The Open University, Thomas Cook, Transform Sandwell

Example Job Titles
MI Analyst, Reporting Analyst , Business Performance Manager, MI Team Leader, Shared Services Manager, Performance Manager, Real Time and Planning Manager, Workforce Resource Manager, Response Analyst, Resource Planning and MI Manager, Resource and Planning Manager, Planning & Forecasting Manager

Key takeaways and learning’s

  • Looking for planning buy in works very well with the removal of firm performance targets, and the introduction of minimum standards
  • “What you cost the contact centre” report for our input / key stakeholders (i.e. marketing etc.). Don’t run all the time, just a few week to emphasise the impact to the front line colleagues
  • Communication is KEY

The top items covered on the day

  1. Social Media needs great MI to help drive decision making
  2. Does resource planning really exist for Social Media or are people still just trying?
  3. Understanding what you want from social media will dictate how you need to use it (is it sales, customer experience, etc.)
  4. Twitter is faster interaction that Facebook. Customer expect responses from twitter, not facebook

Overall rating - 100% would recommend.

“Will shortly be launching web chat, so gained useful information on how to approach it” Paul Dubarry, Thames Water Utilities Ltd

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