2026 Best Practice Showcase (In-Person)

Catch up on our previous conferences. Forum Members can register or log in by clicking My Account at the top of this page then click on the conference below to watch the Keynotes, Workshops & Technology Showcases. Please allow us time to add this access to your account.

If you do not have the access you expect please email advice@theforum.social.

Gain or update your accreditation for your learning from conference by watching some sessions and telling us what you have learned and what you will do differently on this form.

Gold Sponsor

Published on 27 April 2017

2017 Case Study: Simplifying Service: put people at the heart of change at L&G

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