SUMMARY:
Thanks to rapid and sustained growth in recent years, our client found themselves confronted with new and complex challenges. A pervasive perception existed within the organisation that the Administration function needed to be improved to address critical areas of inefficiency and risk.
KEY CHALLENGES:
- Recent assessments highlighted legislative and operational risks that needed to be addressed urgently.
- A growing number of issues and delays dealing with client requests.
- Critical areas needing attention included: the improved managing of monthly payroll collections, paying claims more efficiently, monitoring workflows in real time, managing consistent KPIs, reducing redundancies and backlogs, and ensuring consistent reporting.
THE ANALYZE SOLUTION:
We first take a closer look at the value chain in order to identify the biggest challenges across the entire Administration function. We conducted extensive interviews and categorized issues raised
to ascertain the root causes, primary issues and required action.
By focusing our attention on how the areas of people, process and technology might work together more coherently and efficiently, we proposed a three-phase approach to operational change:
- Stabilise: Immediate steps to halt further decline and de-
escalate risks. - Sustain: Short-term plans to coordinate a phased approach.
- Optimise: Long-term actions to align strategy with day-to-day
processes.
“Finally, Analyze provided a roadmap of short-term initiatives to support this client’s existing remedial programme. This roadmap was not a project plan, instead it focused on providing
a comprehensive change management strategy that aimed to minimise additional disruption and reduce the risk of further change fatigue on Administration unit.”
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