Best Practice Events & Site Visits

We facilitate site visits and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

AI & Process Transformation At Pace And Scale At Openreach

Published on 23 June 2019

AI & Process Transformation At Pace And Scale At Openreach

Virtual Site Visit, 23rd June 13:00

Your chance to visit our Innovation & Transformation finalists, Openreach, who are using technology to improve customer and colleague experience.

AI & process transformation at pace and scale at Openreach

See how two rapid innovation programmes are transforming the billion-pound delivery of fibre networks nationwide, engaging people and generating more than £1m efficiency, in less than a year.

Summary 
Innovation expertise, recruited into Openreach, has been a catalyst for rapid transformation, with field engineers, support teams, unions & managers all onboard. A pioneering Machine Learning algorithm was developed in close collaboration with experienced engineers. Network Enhanced Analytics (NEA) predicts non-value activities and automatically reallocates resource to create capacity. In the service desk, process & systems transformation led to a new single Heads-Up Display (HUD), replacing 27 different systems. This radically simplified the service experience, for colleagues and customers, with calls down 30% and 16% faster. Both were delivered in only a matter of months and now an embedded continuous improvement culture means these solutions are sustained and continually developed. As a result, the new FTTP network can be rolled out faster and at lower cost. 

Results 

  • Network Analytics 
  • 3,500 man days of engineer time saved since April 2019 
  • 40 minutes per FTTP order saved 
  • +£1million savings in field engineer resource (reinvested for growth) 

HUD: Heads-up Display 

  • Contact propensity down by 30% in CP HUD 
  • AHT 16% lower in contact centre 
  • System usability score >90% 

This story is inspiring to anybody looking to transform their processes at pace. Engaging with people and using their knowledge combined with data and insight to fix that frustrates them, is delivering huge benefits for the organisation and their customers. Openreach are also entering the insight team awards for their work on AI.

Outline Agenda

13:00   Introductions: Forum introduction and a quick introduction from everybody present

13:15   Finalist Story: The finalist shares their story in a presentation

13:45   Network Analytics - Meet the Team: Speak to those involved about how they have delivered 

14:15   HUD - Meet the Team: Speak to those involved about how they have delivered 

14:45   Break

15:00   Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists

15:45   Takeaways & Next Steps: What have you taken from this session? What will you do differently?

16:00   Close

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


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