Discover how collaboration and empowerment releases potential. By raising 1,300 ideas from colleagues in just 30 months, continuous improvement has saved 200 FTE overall and raised NPS.

See the full Case Study.

Through Simplifying Service, continuous improvement has become core to the culture in Insurance Customer Service (ICS) at L&G, one of three complementary strategies that are driving engagement. Governed in partnership by Business Implementation (BI), Service Development and Operational Planning teams, benefits flow from 250+ projects, including pioneering robotics. Starting in 2014, they’ve gained momentum ever since and cut 200+ FTE of failure demand. Savings were achieved by absorbing growth and natural attrition, with no redundancies. Ideas stem from engaged colleagues, not just Six Sigma teams. The programme has added 20 new implementation roles, supported by 30+ SMEs. A re-structured change team has two black and 15 green belt specialists.

Key results

• Process improvement has released capacity of 208 FTE over 30 months
• 1,300 ideas offered by front line colleagues since May 2015
• 29 processes automated using robotics
• Colleague engagement scores up 25%
• NPS up 10 pts in home, four pts in life insurance