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Govis 2014: Delivery @ Pace Benefits of workload management and intelligent distribution of work. Bryre Patchell , Ministry of Justice Malcolm Thompson, Genesys 19 th June, 2014. Delivery @ Pace in an online world. But we still need people to do work. #3 Assistance. #1 Exceptions.

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govis 2014 delivery @ pace benefits of workload management and intelligent distribution of work

Govis 2014: Delivery @ PaceBenefits of workload management and intelligent distribution of work

BryrePatchell, Ministry of Justice

Malcolm Thompson, Genesys

19th June, 2014

but we still need people to do work
But we still need people to do work..

#3

Assistance

#1

Exceptions

#2

Mantronics

more channels means more work
More channels, means more work…

As a general rule, only about 75% of work in an organisation can be automated: the rest is human endeavour marshalled by manual processes and therein lies the ongoing cost.

University of Wisconsin, An econometric view of work and play

managing work workflow vs workload
Managing Work - workFLOWvsworkLOAD

BUSINESS OUTCOME

Workflows begin

MULTICHANNEL CUSTOMER SERVICE ACCESS

Business outcomes delivered by workFLOW

WORK FLOW

an end to end set of processes delivering the outcome

Business process management ensures process integrity

Registration

Escalations

Complaints

Payments

Customer Relationship Management

workFLOW staged and managed by business processes….

Business Process

Business Process

Business Process

A stage in the workFLOW

BPM

BPM

BPM

BPM

BPM

BPM

Business Process

Supply Chain Management

Corporate Systems

Accounting System

Operations Management

Business Process

HR & People Management

Distribution of work to rules…ensures TASK and RESOURCE integrity

Enterprise Task List

Business processes create Tasks that make workLOAD….

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

Task

a series of actions taken to complete a step in the work flow

Task

Intelligent Workload Distribution

Task

Task

Task

Task

Task

Task

DO this task next…

Task

Task

Task

Task

Task

Task

Workforce Management & Optimization

workload vs workflow they are solving different business problems
Workload vs Workflowthey are solving different business problems

Workflow Process

A sequence of repeated and/or connected steps

Who

What

Task Routing Prioritization

Process Steps

Where

Why

When

How

Workload Distribution

A business priority routing decision engine

how it is today
How it is today..

The People

Other Government Agencies

Shop Front / Retail

Front Office

Back Office

Liz

Mary

Maria

Joanne

Paula

Rick

Mike

Phil

Don

Bill

Alan

George

Sam

Front Office

IN

IN

IN

Other Agencies

Management

Back Office

Online Forms

Online Portal

Customer Relationship Management

Operations Systems

Collections

Operations Management

Project Management

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the role of enterprise workload management
The Role of Enterprise Workload Management

The People

Shop Front / Retail

Other Government Agencies

Front Office

Back Office

Liz

Mary

Maria

Joanne

Paula

Rick

Mike

Phil

Don

Bill

Alan

George

Sam

Enterprise Workload Management

CLIENT SERVICE CHANNELS

Operations Management

Online Portal & Forms

Customer Relationship Management

Customer Interactions

Collections

Text 1

Text 1

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case study australian government organisation integrated routing and work management
Case Study– Australian Government OrganisationIntegrated Routing and Work Management
  • Right Work, Right Person, Right Time
  • Leverages capabilities in Siebel and Genesys
  • Genesys Enterprise Workload Management routes work items within Siebel based on:
    • Priority (SLA’s, value, etc)
    • Agent Skill
    • Agent Availability
    • etc
  • Key outcomes:
    • Priorities are clear
    • Work automatically assigned to achieve SLAs
    • Equitable distribution of work
    • Greater visibility into work

Phased Deployment

80 processes to date

300,000+ work tasks being tracked

6,000 Officers in overall program rollout

holistic view of work across the enterprise
Holistic view of work across the enterprise
  • Multi Channel work aggregation
  • Virtualisation of workload
    • Front and Back Office Collaboration
    • skills based routing
  • Prioritisation and real-time distribution
  • Context Aware - conversations, not Interactions
  • Tailored Customer Experiences
  • Visibility into workload
slide13

Background

  • Ministry of Justice Fines Collection Operation
  • Receives 1.2m new fines per year
  • Representing $560m outstanding
  • For 449,000 citizens
  • Currently collect $220m per year
  • Have 530 staff across four primary business units
    • Contact Centres (2)
    • Central Processing Unit
    • District Collections Units (26)

13

pain points prior to new operating model
Pain Points – prior to new Operating Model
  • Processes
    • No streamlined workflow management
    • Not standardised
    • Inconsistencies in application
    • Lack of visibility across the process i.e. No E2E view
  • People
    • Poor use of skills & knowledge
    • Disparate work practices
    • No national view of workforce
    • KPI’s driving poor behaviour
  • Data
    • Integrity issues
    • No single source of truth
    • Lack of visibility
    • Delays in receiving info
    • Incomplete info in core system
  • Systems
    • Too many
    • Not integrated
    • Not in sync
    • Lack important functionalities
    • Not easily adaptable
    • Lack of visibility of actions taken
    • Lack of visibility of total workload
    • ‘Disappearing’ work items

14

slide15

Vision and Objectives

Consistent Service

National View

Independent of geography

Segment then target and tailor

Prioritisation

Outcome Based KPIs

Quick Resolution

Technology Enabled

Resolve more fines more effectively

BAM - Visibility

Do more with what we have

TRANSFORM HOW WE OPERATE

A new way of operating

Maximise Voluntary Compliance

Push not pull

15

slide16

Old Process

Manual prioritisation

by Team Leadersthen by staff

Multiple User Interfaces

56 Managers / Team Leaders

Manual monitoringand reporting byTeam Leadersand Managers

Spreadsheets

Contact Centre

26 District Courts

Bailiffs

CPU

slide17

New Process

Automated Prioritisation& Skills-based Distribution

Automated MonitoringandReporting

Work Manager - User Interface

Contact Centre

26 District Courts

Bailiffs

CPU

27 Managers / Team Leaders

slide18

Distribution (CC/DC)

COLLECT

WORK MANAGER

WORK QUEUE

New Info

1

In Default

2

Breach

3

Pre Breach

4

In Default

5

CRO

CRO

CRO

In Default

Pre Breach

In Default

Breach

In Default

18

PROFILE