Given the sensitive and time critical nature of the work, the ability to act quickly and provide feedback to all parties is key. In total, the debt counselling department employs 134 staff divided between 18 teams, each with a team leader processing 150,000 various steps in the debt counselling process per month on average.
Keeping track of all the department activities and resources was previously supported by information extracted from a workflow system incorporated into multiple spreadsheets. The information was used to support weekly planning meetings but was limited to measuring volumes of work processed in the previous week.
The management required greater visibility and granularity on the performance of the entire operation from individual, to team, to department, including resource availability, allocation and capacity.
To ensure the best use of the information there was also a need for a new departmentwide, consistent management framework to improve the management, collaboration between teams, planning, customer service and cost control.