Expert people on the ground within 24 hours
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- AUTHOR|ORG
- DATE|08 Nov 2022
- READ TIME|2 min read
50%
Contact tracing completion rate within critical period up
30%
Staff productivity up
25%
Attrition levels down
The Challenge
When speed save lives.
As the COVID pandemic took hold, the need to scale up a national contact and tracing programme – fast – became critical to help stem the spread and save lives.
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The Insight
The huge scale and urgency of this challenge required expertise, experience and an ability to hit the ground running.
The programme required workforce planning, centralised forecasting, headcount reporting, and better payroll processing.
The Objective
The key objective was to assess and understand a national programme’s specific challenges
And work out how we could fast and effectively apply agile working practices to optimise planning and management of the workforce at the test centres.
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Org
We got the call on Christmas Eve and cancelled our holidays to help
Org
The Solution
We rapidly implemented an innovative cloud-based software solution and service proposition.
To optimise the planning and management of the contact centres, we worked with the relevant health authority to understand their “current state” and to advise on “target future state” with a strategy to get there.
We quickly established that optimising the planning and management of the centres was key to the target outcome.
Adopting a “sprint” framework, we worked fast to get our cloud-based software in place and proposed a focussed service strategy.
Our unique combination of planning and workforce management expertise, together with best-in-class cloud-based planning software, allowed us to deliver huge agility, scalability and transparency to the management and 1,000+ staff members across 6 contact centres
Results
INSTANT ACTION
PAYROLL AUTOMATION AND TRANSPARENCY
Payroll processing errors reduced to less than 1%
SCALABLE SOLUTION
Solution extended to entire network of live contact centres and further 800 staff members
CONTINUOUS IMPROVEMENT
Productivity, enhanced forecasting, and transformation of patient experience continues to evolve
ABOUT
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.
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