At Capita, transformation for clients in life or pensions services is being made possible by a common operational excellence framework that charts a transformation journey of maturity for back office and end-to-end process operations. The award-winning, central planning team works across multiple sites 
and clients, in both front and back-office work. This Service Modernisation builds planning and operational maturity, in a consistent and deliverable manner.

At Three Ireland (Team of the Year 2021) automation is also the first policy for all reporting, and they focus on how to remove blind spots (turning unknowns into knowns). Work requests are prioritised through the clear use of problem statements and a full reporting audit is undertaken every three months.

A key focus at RSA was how they stepped up and adapted when home working was implemented. They have not counted their success in just getting people out of the office but also in the focus on wellbeing during lockdown. 
 

Lisa Hammersley from RSA has demonstrated a relentlessly positive attitude in the face of serious stakeholder challenge, emerging as a ‘unsung hero’ who is always keen to enhance their skills and learn new things.