Case Study: Equiniti

Workware and AOM increase productivity by 15% and 11% improvement in latent capacity

Project PACE: Accelerating Business Transformation

The objective of the Pensions Transformation project is to improve the end-to-end delivery process through the deployment of workforce optimisation and knowledge management systems, materially enhancing customer outcomes.

Initially, over 250 members across 11 teams were included in Phase 1 of the PACE workstream to realise a step change in improving the speed and quality of service by better managing operational time, capacity and efficiency.

 Over the years, I have experienced a number of such performance improvement programmes being introduced by other providers within the operational functions of financial and public service organisations, with varying degrees of success.

I am pleased to say that I have been particularly impressed with both the programme delivery and subsequent ongoing support provided by ActiveOps.

The successful partnership with ActiveOps has enabled Equiniti to embed the methodology and tools to ensure the efficient deployment of our resources delivers service benefits for both our clients and end customers.

– Greg Hart, Head of Life, Pensions and Pension Payroll Operations

Benefit Summary

15%

Increase in productivity

11%

Latent capacity released

Consistent, reliable real-time operations data

Adoption of a consistent business operating procedure

  • Best practice daily activities i.e. daily data verification and manual adjustments, weekly forecasting and planning activity and intra-day Real-Time Manager (RTM) review
  • Integrated data collection and utilisation
  • Individual performance management
  • Enterprise wide capability for the management of operations performance
  • 15% increase in productivity
  • 11% improvement in latent capacity with further opportunities identified
  • Consistent, reliable real-time operations data
  • Adoption of a consistent business operating procedure
  • Internationally recognised AOM certification of the supervisory and management teams
  • Establishment of an operating rhythm that ensures the centrality of planning to deliver consistent and improved customer outcomes.

Business Challenges

The objective of the Pensions Transformation project is to improve the end-to-end delivery process through the deployment of workforce optimisation and knowledge management systems, materially enhancing customer outcomes.

Initially, over 250 members across 11 teams were included in Phase 1 of the PACE workstream to realise a step change in improving the speed and quality of service by better managing operational time, capacity and efficiency.

The first challenge for the PACE team was to establish a performance baseline for business as usual operations.

Workware was implemented to capture real-time data of both individual and team activities via an in-house case tracking system. Previously individual team spreadsheets were used to track performance and resources.

The operations team are now able to monitor in real-time, individual, team or the entire operation’s performance from a single view within Workware. After only a few days, inefficiencies, latent capacity and best practices were identified, acknowledged and resolved.

Workware™ and AOM™ methods

The AOM methodology training, coaching and eLearning ran concurrently with the Workware implementation. AOM provides team managers with a consistent business framework of language, meetings, control and decision-making processes, enabling greater transparency, collaboration and the ability to make timely interventions based on accurate data.

The consistency of both the meeting formats and use and interpretation of the Workware performance data ensures the information displayed on whiteboards and screens is both meaningful and motivating to all.

Each intra and inter-team service meeting enables team leaders to collaborate with their teams and peers, build forecasts, resource plans, training and cross skilling plans, supported with reliable data presented by Workware.

The ability to release capacity and exchange resources between teams enables load balancing and the setting of realistic goals and targets for both individuals and teams.

The service meetings introduced through the AOM method include; daily team huddles, weekly planning, loading and variation meetings run by team leaders, supported by senior management.