2023 Autumn Community Conference (Virtual)

Case Study 2018: Releasing the potential of planning at Barclays

See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.

Case Study 2019: Fully engaging customers drives retention & growth at The Times and The Sunday Times

See how these famous news institutions thrive through digital transformation, strategically deploying data science and a personalised approach to engagement with content.

2020 Planning Case Study: See how an award-winning team took the next steps in excellence at Three Ireland

Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.

DAS Quality Team Awards Case Study 2021

At DAS, Gabi Stedman-Braun and her team rolled out a new quality framework, based on the Nunwood Model for Customer Experience. Scoring and guidelines are focussed on the actions that need to follow and embed a clear understanding of what each element of this customer experience is like for customers. It is common across different business areas and separate questions are allowing a clear focus on compliance, without creating complex combined scores.

Liz Vosper - Quality Manager of the Year Awards Case Study 2021

Liz Vosper, Knowledge Manager at The Open University leads by example, with a passionate focus on learning and sharing knowledge - and the colleague or customer experience. She is adding real value within her own organisation, but also in our wider best practice community, as she undertakes her content audit and builds a business case for the value of transformed knowledge and content management, both in the contact centre and in the student online knowledge base.

2021 Partnership Awards: Sainsburys Bank x Webhelp

Sainsburys Bank and WebHelp demonstrated an outstanding client-outsourcer partnership, with WebHelp’s exceptional focus on looking beyond just cost benefit, adding real, further value for the bank, including new work on analytics.

2021 Partnership Awards: Davies x Which?

At Which? working with the Davies Group massively accelerated their roll out of analytics, with rapid ROI and unprecedented insight about consumer attitudes and experience during lockdown. 

2021 Partnership Awards injixo x Yorkshire Housing

The work on workforce optimisation by Yorkshire Housing and Injixo showcases further great examples of how to take planning to the next level and work with
suppliers in such a way that great partnership is part of the standard operating model.

2021 Partnership Awards Skipton Building Society x NICE

Skipton Building Society and NICE demonstrated how to unlock the potential of workforce management and support a huge rise in the capability of the planning, with tangible benefits for the business. 

2021 Partnership Awards: Noble x Capquest

Noble Systems worked with Capquest to transform performance culture, as well as resource planning, with ROI in eight months. Their deployment of gamification is exceptional in how they motivate and develop people. 
 

2021 Partnership Awards: Hoist Finance x Aspect

At Hoist Finance and Aspect, an ambitious roll out of a new pan-European omni-channel platform was accelerated into a few weeks, to support working from home with lockdown. This huge logistical challenge was overcome by an exceptionally close and collaborative relationship, with mutual positive challenge and trust.

2021 Partnership Awards: BUPA x Sensée

The homeworking partnership BUPA and Sensée created a really engaging team environment, that works as one team across both outsource and in-house teams. Invaluable when lockdown hit, this has driven long-term engagement and value. 

2021 Planning Awards: Jamie Cambell at LV=

Jamie Campbell from LV= is seen as a trusted partner, delivering what matters to stakeholders. This was a challenging year, with his team doubling in size and breaking down historic siloes. He takes pride in developing his team members, always there for them. He doesn’t micro-manage but does offer support and guidance.

Lloyds Banking Group Awards Case Study 2021

At Lloyds Banking Group, planning principles have been deployed into the branch network to start transforming working practices, a capability which has been central to the branch network in this pandemic. 

Open University Planning Teams Awards Case Study 2021

The team at The Open University were highly commended for how they raised their profile through the pandemic, introducing new ideas like Skype Walkers or  personal emergency time off. They kept focus on delivering student registrations, which reached record levels this year. Myriad scenarios were modelled for changes in opening hours, contact channels and cross-training in both front and back office work. 
 

Dan Lowrie, NEAS Planning Manager Awards Case Study 2021

Dan Lowrie, Planning Manager at North East Ambulance Service has raised the profile of planning immensely within the Trust and they are now seen as an integral part of any update or change. With a strong focus on wellbeing, he has given his team opportunities for development and learning, as well as dedicating time to his own development. 

Tim Milburn Planning Manager Awards Case Study 2021

Tim Milburn, manager at Emovis, left single handed during furlough, took the opportunity to greatly develop the way planning operates, with work on holiday requests, shift reviews seeing rising engagement scores and great feedback from staff. 

Juliet Jetson Planning Manager Awards Case Study 2021

At Legal and General, Juliet Jetson heads up the workflow team, delivering at pace their successful operating model into new areas of the business. Key to success for her is using individual’s distinct skills within the team, developing people and engaging stakeholders on how to get the most out of their data.

Gavin Rogerson, Homegroup Planning Manager Awards Case Study 2021

Gavin Rogerson, Planning Manager at Home Group, took the initiative even before Covid was declared a pandemic to review the company BCP. This meant they were ready to move to home working and his team were key in making this happen. A focus on the digital offering has cut incoming calls and fortnightly one-to-ones were introduced, rather than monthly, to keep a focus on wellbeing. 

Dean Hurrell, LV= Insurance Analyst of the Year Awards Case Study 2021

At LV= Planning Analyst Dean Hurrell takes time to understand the business, going over and above his role as an analyst in managing the plan and create a seamless link between short and long-term planning. He has invested his time to learn, both with teams to discover their needs, and in understanding budgets, to bring this context into his planning. 

L&G Planning Team Awards Case Study 2021

At Legal & General, an agile, cross-skilled tactical planning team have built confidence and trust, as a centre of expertise that has already grown from 4 to 10 internal clients. This year, MI automation has been a focus, to create capacity and agility, while further deepening their knowledge of each operational area.
 

Lisa Hammersley, RSA - Analyst of the Year Awards Case Study 2021

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. 

Phil Timney, RSA - Rising Star Awards Case Study 2021

Phil Timney at RSA has implemented automation and process enhancements, greatly improving the team’s output and influence. He was described as ‘Mr Puzzle’ for seeing problems and bringing others on the journey to resolve them.

RSA Planning Team Awards Case Study 2021

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. 
 

2021 Insight Awards: Ember

2021 Insight Awards: Three Ireland

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.

2021 Insight Awards: FIS

At FIS (the global financial payment giant), they have created a risk thermostat that clients can adjust, by generating a score not a binary decision, cutting fraud and saving costs.

2021 Insight Awards: David McGhee at PokerStars

2021 Planning Awards: Severn Trent Water

The planners at Severn Trent Water work in geographically separated teams, looking to establish best practice planning discipline, data and processes. They have consolidated 44 different local working practices for in-day planning, alarm handling and jeopardy management, in this field engineering operation, dramatically reducing the number of outstanding jobs. 

Capita Regulated Services - Planning Team & Innovation Awards Case Study 2021

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.