2020 Awards Winners & Finalists - Planning

Recognition for planning, insight, quality or other teams showing Progressive and sustained benefits in working practices/performance. By recognising those who are leading the way, we help raise standards in many types of customer operations, from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

The Awards were presented on Friday 11th September 2020

Individual Awards

  • Rising Star: Joann Kotze, RSA
  • Analyst of the Year: Lisa Holt, Severn Trent Water
  • Analyst of the Year: Jennifer Allan, Sky
  • Manager of the Year: Mark Brown, Virgin Media

Team Awards

  • Field Planning Team of the Year: Severn Trent
  • Real-time Team of the Year: RSA
  • Team of the Year: LV=

You can view the case studies and presentations for each finalist using the links below. Full citations for each winner are at the bottom of the page.


Recognise, acknowledge & celebrate


Planning teams


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See how the Central Hub operates as the brain of on the day process

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Taking a great team to the next level with systems thinking

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Bringing new best practice approaches into planning in Welsh Water

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Building a team that demonstrates value & improvement to stakeholders

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Building trusted, end-to-end planning for ambulances & paramedics

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Establishing end-to-end resource planning for emergency services

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Continually developing planning & redefining the forecasting model

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Relaunching the Service Delivery Team for operational effectiveness

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Establishing a centre of expertise on shrinkage for field operations

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Innovating and improving how the planning team work across all areas

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See how an award-winning team took the next steps in excellence


Citations

Individuals

Our Rising Star, Joann Kotze of RSA, helped to re-establish their team within their organisation and their approach to delivering automation and innovation has helped their team to become the nerve-centre of their business once again. 

Our Analysts of the Year, Lisa Holt from Severn Trent Water and Jennifer Allan from Sky, have both demonstrated an almost insatiable desire to learn and continually develop, making huge changes in the realm of planning beyond the contact centre. 
 
And our Planning Manager of Year, Mark Brown from Virgin Media, takes enormous pride in developing his team and is regarded as a key force in setting direction in discussions with senior leadership.

Teams

The Field Planning Team at Severn Trent Water has completely revised their approach to planning for Field Services, revitalising their processes to add in automation and efficiency at all stages.  

The Service Delivery Team at RSA have grasped the nettle and faced the challenge of establishing a first-class Real-Time function in their organisation, building trust, and obtaining buy-in at break-neck speed to become a key player in operational decisions.  

Our Planning Team of the Year, LV=, have made it their goal to help people to get what they need done. Despite significant reductions in their own headcount, they’ve improved efficiency, reduced repeat work and helped to improve colleague and customer satisfaction scores.


Would like some advice and guidance on our awards programme?

Download the Information Pack or discuss your options with us today: 0333 123 5960

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