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Decision Intelligence leads to zero SLA failures
PRODUCTIVITY
GAINS
21%
SINCE 2020
+1000 HOURS
SAVED
ZERO
SLA FAILURES
SINGLE VIEW
OF OPERATIONAL DATA
CONFIDENCE
IN DATA ACCURACY
CAPACITY INCREASE
10%
“Our teams operate in busy and multifaceted areas where balancing workflows and workloads are critical. ControliQ provides the insights required to better manage and execute operations, resulting in increased productivity.”
Brenton Pike
Chief Executive Officer, Land Services SA
The challenge – Data drudgery threatening productivity
As the exclusive service provider to the South Australian Government for transactional Land Services and property valuation services, meeting SLAs is a top priority for the Land Services operations leaders. After all, beyond the poor customer experience, missed SLAs could incur large penalties for the business from regulators. But the operational data Land Services needed to make the right decisions to prevent SLA failure presented a challenge. It sits in 15 different systems, covering thousands of different processes and tasks, and at the time collating and analysing all the data to get a single view of productivity was manual, time consuming and error prone.
Plus, there was no common language around that data between teams, making it impossible to collaborate and align reports, delaying decisions and work. As a result, Land Services found it incredibly difficult to answer questions such as:
- Am I on track to meet my SLAs today, tomorrow, and next week?
- How do I get a single view capacity, performance and productivity?
- How much work did we complete yesterday? How much do I need to complete today?
- Where are there capacity and skills that are not being fully utilised?
- Where can we eliminate manual work to free up capacity?
The Solution – ActiveOps
Land Services SA chose ControliQ from ActiveOps to reduce the manual effort of gathering and analysing operational data and make better decisions, at the right time.
ControliQ combines human and artificial intelligence to help operations leaders make better decisions faster. Underpinned by the Active Operations Management (AOM) methodology, ControliQ helps Land Services bring together the data already in the organisation to unlock powerful insights into what’s happening in operations. With this Decision Intelligence, Land Services SA can unlock more capacity to increase productivity, customer satisfaction, employee engagement, and demonstrate the value of operations to the wider organisation.
Land Services SA uses APIs to automatically integrate data from multiple work systems into ControliQ, eliminating manual intervention. That includes work in progress data and work out data, including phone calls and emails, as well as data required for the mandatory monthly SLA compliance reporting.
At the same time as rolling out the software, the teams in Land Services SA operations are now working together much more effectively thanks to the AOM methodology which brought a common language around productivity, and common standards and processes across teams. All team leaders attend a single meeting each week to discuss workload, facilitating the lending and borrowing of resources across teams to make the most out of the available capacity and identify opportunities to cross-skill or upskill teams to make them more versatile.
“It has completely transformed the way we operate; we are able to make decisions at the right time and have the visibility that we need at every level, from the whole department to the teams and individuals. Together we can ensure we get the best performance, while always hitting our SLAs.”
Kristy-Leigh Clark
Chief Operating Officer, Land Services SA
The Results
Managers and ops leaders now have a complete view of work in progress and productivity, enabling them to make better decisions, faster and delivering amazing results:
- Increased confidence in the operation’s ability to deliver a reliable service to the South Australian government, with 0 SLA failures
- Over 1000 hours saved through integrating data automatically and eliminating manual report creation
- 10% additional capacity created in 16 months
- Increased efficiency by 21% resulted in the ability to do more work with the same resources, as volumes increased by 7%, without incurring additional recruitment costs
“We can respond in real time, even though some of our SLAs are as short as one hour,” says Kristy-Leigh Clark, Chief Operating Officer at Land Services SA. “That gives you an idea of the power of having a single view of our data in ActiveOps.”
Finally, the extra capacity unlocked by automating the transfer of data from other systems into ControliQ, can be invested in doing more work, training and handling business critical projects. Managers are freed from reporting to focus on leading their teams, and confidence in the quality and accuracy of the data has increased.
“Being able to trust our data, and knowing that it’s all gathered automatically, are two of the most exciting things for us. We’re consistently making better decisions and delivering better results for Land Services SA.”
Trudi Husdell
Business Support Coordinator, Land Services SA
About Land Services
Land Services SA was appointed as the exclusive Service Provider to the South Australian Government for a range of transactional land services and property valuation services previously delivered through the Lands Titles Office and State Valuation Office in October 2017.
As a trusted partner of the State, Land Services SA deliver high valued, trusted services to the community, being recognised for creating innovative solutions.
Land Services SA are leading property experts in South Australia, offering a range of property transaction and valuation services, property information products, custom data sets and reliable market insights. Each year, Land Services SA examines over 4,300 land division plans and 200,000 property transaction dealings, and values over 910,000 properties.
