See the full Case Study
See how a powerful cultural shift at FSCS was made possible by leadership and a transformative partnership with ‘suppliers’ and others internal & external. Effective data, insight & resource planning underpin an innovative operating model across FSCS as a business, with a daily operating rhythm, training on insight/decision making and new metrics, dashboards & planning models. Trust was rebuilt by working collaboratively with outsourced ‘partners’, transforming systems & processes, with customer experience at the forefront, helping distressed people when their financial providers fail. With overdue work almost eliminated and claims SLA up from 58% to 98%, customer satisfaction has jumped up by 22%. What’s more, takeup for digital claims reached 97% in just 12 months, testament to the way it was developed with partners.
Who should attend? This case study is a great story for anyone who works with outsourcers as well as outsourcers themselves. It will be of interest to leaders in public service organisations and to all leaders interested in cultural transformation. Planners will learn from a powerful back to basics story, analysts from a seeing how data drove performance change, and those involved in quality and customer experience can see how focus in the operation was re-centred on the customer.
Key Results
- Claims completed in SLA up from 58% in Feb 16 to 99% in Feb 18
- Customer Satisfaction up 22% in 6 months
- 97% of claims submitted digitally, within 12 months of launching the new online portal
“From working in an environment that lacked information garnered from a single, agreed data source from which to make decisions (many versions of the truth) to now operating in a data-hungry environment where decision making is almost secondary as we let the data to the talking. Where emotions were high, we have removed emotions from the conversation outside our joined up passion for delivering the right outcomes for our customers (both external and internal). It is also very rewarding for the Scheme to have our transformation validated and recognised by a panel of experts who appreciate the 18 months of reported numbers took time, effort, challenge, perseverance, pain, long hours and days which ultimately led to the current satisfaction levels with our service delivery. The panel also appreciate that we are now also the victims of our own success where everyone wants even more data, MI and insights which for me and my team is further validation of our efforts”.
Jamie Tilly, Head of Ops Support, FSCS