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Ingeus has supported over 200,000 people into sustainable work since 2002, often overcoming significant barriers to employment. The need for efficiency in this publicly-funded service was directed into a change programme that’s increased capacity by 59%. By automating routine activity, 92% of non-value tasks in 2015, they created capacity for a virtual, centralised team of flexible people, who offer the human touch. Delivery of change is supported by strong leadership and engagement; everyone affected had a voice throughout the project. Crucially, the removal of routine tasks has freed individuals to truly embody the organisation’s values with their solution-focussed approach and passion for going the extra mile to make a difference to their clients’ lives.

Key Results

• SMS automated 30,000 monthly confirmation calls for sustainment payments
• 14% headcount saving was reinvested in people and customer outcomes
• Carry over of payments reduced from 3,500 to under 100
• Occupancy levels more than doubled 
• Customer satisfaction over 98% and 85% of staff say this is a great place to work