20 Transformational Innovations Changing the Future of Work
Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.
2015 Innovation & Transformation Awards: Homeworking - A flexible working culture at LV=
Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.
2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas
See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.
2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group
See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.
2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components
Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.
2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus
See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.
2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban
See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.
2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank
See how the Demand Management Team (DMT) has extended the reach of planning to become an indispensable and trusted business planning & consultancy partner across all the bank’s channels.
2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI
Explore an extraordinary depth of engagement in Swansea, the hub of a new operating model that has turned around performance in a competitive market, with a 40 point rise in NPS and £17m benefits.
2017 Innovation & Transformation Awards: The human touch: is it easy to make the right choice? at Aegon
See how behavioural psychology has transformed sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them.
2018 Innovation Award Winners
The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.
2020 Planning Case Study: Building a team that demonstrates value & improvement to stakeholders at L&G
See how the Operational Planning team has implemented its own transformation and governance framework with an aim to become ‘cost neutral’ as a planning function. They have utilised the data and tools we have access to, to not only advise on service but to identify opportunities to improve efficiency.
2020 Planning Case Study: Collaborating to improve Planning at North East Ambulance Service
In an extremely volatile and sensitive working environment, see how a team was able to introduce a long-term forecasting and capacity planning process to improve performance and tactical planning. Working in collaboration with key stakeholders to ensure that all activities were in the capacity plan, including training and recruitment, this have meant trust in the plan and focus on the long-term.
2020 Planning Case Study: Innovation and continuous improvement at Sky
Working towards the mantra of “we want to offer the best service in the country” the Sky planning team are constantly looking for improvements for their customers and colleagues. Always looking for new and pioneering approaches for their customer to contact, this has seen the introduction of an invisible IVR and use of asynchronous messaging. The team is also passionate about making life easy for their colleagues and improving planning process.
2020 Planning Case Study: See how an award-winning team took the next steps in excellence at Three Ireland
Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.
2020 Planning Case StudyHow the Central Hub operates as the brain of on the day process at Virgin Media
The Central Hub operates as the brain of on the day process and action within the Customer Contract area of Virgin Media. The team supports Virgin Media's largest division, network of 14 contact centres, 7 on and 7 offshore; and a total of 6500 agents, supporting voice, digital and back office channels. They manage the dialler and all system and building impacts which might affect the day
2021 Innovation & Transformation Awards: Serco
Collaborative Planning at Serco
This award winning transformation demonstrates how planning can initiate collaboration beyond their own organisation, in this case working with new partners to deliver services at an exceptional scale and pace within days, creating common cause with competitors and those in quite different sectors.
2021 Partnership Awards injixo x Yorkshire Housing
The work on workforce optimisation by Yorkshire Housing and Injixo showcases further great examples of how to take planning to the next level and work with
suppliers in such a way that great partnership is part of the standard operating model.
2021 Partnership Awards: BUPA x Sensée
The homeworking partnership BUPA and Sensée created a really engaging team environment, that works as one team across both outsource and in-house teams. Invaluable when lockdown hit, this has driven long-term engagement and value.
2021 Partnership Awards: QStory x Domestic & General
The Domestic & General partnership with QStory on real time automation led to a step change in colleague empowerment, transformation in the real time planning team and a remarkable, rapid ROI. Like many of the partnership, this stands out as an easy and open working relationship that enables learning and evolves
the technology in an agile way.