Bryre Patchell , Ministry of Justice Malcolm Thompson, Genesys 19 th June, 2014
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Transcript of Bryre Patchell , Ministry of Justice Malcolm Thompson, Genesys 19 th June, 2014
Govis 2014: Delivery @ Pace
Benefits of workload management and intelligent distribution of work
Bryre Patchell, Ministry of JusticeMalcolm Thompson, Genesys19th June, 2014
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Delivery @ Pace in an online world
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But we still need people to do work..
#1EXCEPTIONS
#2MANTRONICS
#3ASSISTANCE
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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
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WORK FLOW an end to end set of
processes delivering the outcome
Business outcomes delivered by workFLOW
BUSINESS OUTCOME MULTICHANNEL CUSTOMER SERVICE ACCESS
Complaints Payments Registration Escalations
Workflows begin
Busi
ness
Pr
oces
sBusiness Process
A stage in the workFLOW
Business Process
Business Process
workFLOW staged and managed by business processes….
Corporate Systems
HR & People Management
Customer Relationship Management
Accounting System
Operations Management
Supply Chain Management
BPM BPMBPMBPMBPM BPM
Business Process Business process
management ensures process integrity
Task TaskTaskTask
Task
Task
Task
TaskTask Task
Task
Task
Task
TaskTask
TaskTask
Task
Task
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TaskTaskTask Task
Task
Task
Business processes create Tasks that make workLOAD….
Task a series of actions taken to complete a step in the work flow
Task
Task
TaskTask
Task
Intelligent Workload Distribution
DO this task next…
Distribution of work to rules…ensures TASK and RESOURCE integrity
Enterprise Task List
Workforce Management & Optimization
Managing Work - workFLOW vs workLOAD
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Workload vs Workflowthey are solving different business problems
Workload Distribution A business priority routing decision engine
Who
Where
When
Task Routing Prioritization
Workflow Process A sequence of repeated and/or connected steps
What
Why
How
Process Steps
Who? ...is the customer and the priority
Where? ...is the best skilled resource
When? ...is the routing rule as defined by customer
What? …is the task to be completed
Why? …is the specifics or purpose of that task
How? …is the required steps to accomplish the task
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Front Office IN IN IN
Online PortalCustomer
Relationship Management
CollectionsOperations Systems Operations Management
Project Management Online Forms
Other AgenciesManagement Back Office
How it is today..
Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil
The People Front Office
Shop Front / Retail Back Office
Other Government Agencies
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Common pain points in managing workload
Cherry picking & manual work selection kills efficiency
Work practices of work distribution are creating human latency, impacting SLA
Limited insights into backlog and resource performance
28% of back office time is unproductive – that amounts to 17 minutes for every 60
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The Role of Enterprise Workload Management
Enterprise Workload Management
Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil
The People Front Office
Shop Front / Retail Back Office
Other Government Agencies
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Online Portal & Forms
Customer Interactions
Customer Relationship
Management Collections
Operations Management
CLIENT SERVICE CHANNELS
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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
80 processes to date300,000+ work tasks being tracked6,000 Officers in overall program rollout
Phased Deployment
• Key outcomes:• Priorities are clear• Work automatically assigned to
achieve SLAs• Equitable distribution of work• Greater visibility into work
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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
Case Study: Workload Management Transforming Collections at Ministry of JusticeBryre Patchell
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)
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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
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Vision and Objectives
National ViewIndependent of geography
Segment then target and tailor
Technology Enabled Quick Resolution
TRANSFORM HOW WE OPERATEA new way of operating
Consistent Service
Maximise Voluntary Compliance
Outcome Based KPIs
Resolve more fines more effectively
Do more with what we have
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Push not pull
Prioritisation
BAM - Visibility
Old ProcessCOLLECT
• Task creation• Task
assignment to local District Court
TMS
• Manual imports and exports of tasks to CC and CPU
DRS
• CC Case Management System
Contact CentreCPU26 District Courts Bailiffs
56 Managers / Team Leaders
Spreadsheets
Manual prioritisationby Team Leadersthen by staff
Manual monitoringand reporting byTeam Leadersand Managers
Multiple User Interfaces
New ProcessCOLLECT
• Task creation• Task export• Task
Reconciliation
iWD
• Task• Capture• Classification• Prioritisation• Distribution• Monitoring• Reporting
Contact CentreCPU26 District Courts Bailiffs
Work Manager - User Interface
Automated Prioritisation& Skills-based Distribution
Automated Monitoring
andReporting
27 Managers / Team Leaders
Distribution (CC/DC)COLLECT WORK MANAGER
WORK QUEUE
Pre Breach
In Default
New Info
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CRO
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Tasks CompletedEnd of day snapshot
COLLECTIONS
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Thank you