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.
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.