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The Resource and Planning (R&P) Team at ADT Fire & Security has engaged with colleagues across the business to improve ways of working, identify efficiencies and provide insightful and timely management information. They realised numerous benefits through engagement, collaboration and impactful data reporting for the field operation. The development of Lens on the Business, a centralised reporting tool, has created greater visibility of demand in the field and resulted in realising savings of £2.9 million in headcount costs in the field and absorbed c75 FTE of workload in the contact centre. The field engineers now work more efficiently and there has been a reduction in complaint volumes and calls to the contact centre. Other areas of the business have seen the benefits experienced in the field and now approach the team to seek support and request reporting.

Who should attend? This case study will be of interest to planners, analysts or operational leaders looking to bring planning into a new area of the business and drive efficiency/change, especially the field or branch operation. It’s also a great chance to see the powerful impact of creating ‘one version of the truth’ that makes performance visible and to learn about making resourcing efficiencies, through effective collaboration and in a unionised environment. 

Key results

• A better service is now delivered with more than 90FTE fewer engineers, via natural attrition
• In the Field operation, £1.9m saved in overtime, 60% less ‘no access’ visits year on year and 35% fewer service complaints in the last 6 months
• In Customer Service, abandon rate dropped from 50% to <10% and call volumes are down 7%