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.