Handled substantial COVID-led jobseeker increase by reducing unnecessary complexity and increasing automation to achieve 20% acceleration of payments

• Business challenge

To support their transformation program, our client needed to ‘free‑up’ 20% of available working hours and to re‑purpose that workforce capacity to improve its customer service satisfaction.

Context

A government launched a large‑scale performance improvement transformation programme focusing on reducing work volume and improving operating efficiency through enhanced frontline productivity while significantly reducing complexity for citizens. The initiative was dramatically accelerated with hundreds of thousands of citizens joining the jobseeker queue because of the onset of COVID‑19.

Business impact

Achieved an improvement pipeline to accelerate payments by 20%, available through demand reduction and improved operating efficiency

Top line solution

• Simplified policy and processes through elimination of unnecessary steps and duplications
• Implemented benefit‑driven IT releases

Key takeaway

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