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

Card image cap

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

Card image cap

Taking a great team to the next level with systems thinking

Card image cap

Bringing new best practice approaches into planning in Welsh Water

Card image cap

Building a team that demonstrates value & improvement to stakeholders

Card image cap

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

Card image cap

Establishing end-to-end resource planning for emergency services

Card image cap

Continually developing planning & redefining the forecasting model

Card image cap

Relaunching the Service Delivery Team for operational effectiveness

Card image cap

Establishing a centre of expertise on shrinkage for field operations

Card image cap

Innovating and improving how the planning team work across all areas

Card image cap

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



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.


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

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2021 - All Rights Reserved - theforum.social

Professional Forums Ltd. Company Number: 3915800. Registered Address: Emperor’s Gate, 114a Cromwell Road, London, SW7 4AG