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.
 

Transforming Back Office For Clients & Colleagues At L&G

Published on 25 June 2019

Transforming Back Office For Clients & Colleagues At L&G

Virtual Site Visit, 25th June 09:15

Your chance to hear more from Innovation & Transformation finalists, Legal & General, who are taking planning techniques to other areas of the business with amazing results. 

Transforming back office for clients & colleagues at L&G

See how planning and transformation teams worked with operations on an operating model that raised productivity 32%, employee satisfaction 13% and halved turn-round times for customers

Summary 
See the value that can be gained by visibility, control and engagement in back office operations. Remarkable transformation in Group Protection at L&G has driven growth and profitability on the back of outstanding service, with new corporate clients signing up for this. Brought about by a new model of collaboration, the Transformation, Planning & Operations teams (the ‘customer service triangle’) have engaged people, using powerful frameworks for change, planning, workflow and communication. Re-launching EG Workforce Manager has been key to establishing control and creating an emotional connection for colleagues. Results are impressive: 21% FTE savings, renewals 75% faster, outstanding premiums cut by 50% and double the consistency of service. The new ways of working are now driving sustained, incremental improvement far beyond the initial recovery. 

Results 

  • 21% FTE saving 
  • Turnaround times halved 
  • Employee satisfaction up 13% points 
  • 32% productivity increase in 2018 

This story demonstrates the enormous value that can be gained by visibility, control and engagement in back office operations and the importance of planning and systems in this area. It will interest anyone looking to learn about this. L&G are also entering the Best Practice Team Awards for Planning and Insight.

Outline Agenda

09:15   Introductions: Forum introduction and a quick introduction from everybody present

09:30   Finalist Story: The finalist shares their story in a presentation

10:00   Planning & Workflow - Meet the team: Speak to those involved about how they have delivered 

10:20   Transformation Team - Meet the team: Speak to those involved about how they have delivered 

10:40   Operations - Meet the team: Speak to those involved about how they have delivered 

11:00   Break

11:15   Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists

12:15   Takeaways & Next Steps: What have you taken from this session? What will you do differently?

12:30   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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