"Resource Planning for the Back Office"

Robust and available data was key in this case study about pioneering Resource planning for the back-office

• Obtaining insightful data for the Back Office
• Using their reporting to Identifying colleagues challenges
• The implementation of a reporting dashboard to assist in performance management

"A mandate for change – the manager’s tool-kit"

This innovation submission and case study is a great example of how robust and insightful data is key to

• Improved scheduling plans
• Help create trusted Back office capacity plans
• Driven from an extensive and valuable MI reporting suite

 "Resource optimisation underpins transformation"

"Glasgow Cares about council tax"

Effective use of data is displayed throughout this case study.

• It was utilised to identifY opportunities FOR improvement to processes
• How the MI was made Self service to improve use and the culture
• also how detailed reports were created using trustworthy data in the engagement of other resources

Getting Results in Waste and Recycling

• How insightful data was used to map the customer journey
• Using live updates from refuse round to keep people informed (Customers and call centre)
• Inventive metrics, including real cost per contact

Planning to take a million extra calls

• Detailed and trusted demand identification
• Effective reports to support the engagement of other departments for support
• Provide detailed plans and models to identify proactive opportunities

Truly empowered teams drive personal ownership

The case study show how MI is key to driving the desired culture

• Allowing planning/operating models to be reviewed with confidence and trust
• Ability to track and celebrate success
• Development of culture and recognition

Three operations: one version of the truth

• Identification of Best Practice
• Improved communication
• Effective performance management

Integrating web and outbound to drive sales

A case study showing insightful data improves the customer experience and can drive a culture where focus targets drive performance

• Innovative use of web analytics
• Effective targeting and tracking to drive desired behaviours and performance
• Inventive schedules to get the best out of available resource

Reducing crime through access and response

Data used to identify and track a number of opportunities

• Detailed review of shift patterns
• Use of mapping tools and data to identify opportunities
• Tracking of benefits of over 50 innovations!!

The Brilliance behind customer service

Insightful data and effective targeting;-

• ‘Brilliance’ Customer survey tool gives a true insight into customer experience and allows staff to be targetd on what the customer feels
• Improves performance management / incentives
• Improved reporting

15 recession-busting innovations at Prolog

Case study showing the importance in trustworthy data to support:-

• Open and honest engagement
• Identification of opportunities
• Flexibility plans tested and tracked

Planning – not reacting

Effective production and use of data to support

• Shift reviews
• Improved reporting
• Managing the Outsourcer relationship

Planning for an effective back office

2010 Innovation winner whose case study shows

• The benefits of effective data capture in the Back Office
• Effective use of technology to provide real time workload management
• Identification of process improvement benefits

Customer first powers transformation

• Identification of “23 Moments of truth”
• Production of Operational Measures Index (OMI)
• Track improvements in performance

• Full MI reporting suite produced, providing headspace for analysts to move away from production and to deliver real insight
• Analysis of call lists / time to contact
• Improved performance culture to deliver the REAL change

Voice analytics drives performance

Using effective data to learn what the customer feels, not what you think they feel.

• Trustworthy and insightful data required in the preparation of business case
• Ongoing analysis of results and queries
• New level of quality management