aidan brophy & lucas kowalski - gallagher bassett
TRANSCRIPT
A SERVICE FIRST APPROACH TO DELIVERING A GREAT CUSTOMER EXPERIENCE
Aidan Brophy & Lucas Kowalski
Customer service is not a
department. It’s a philosophy
to be embraced by everyone
in an organisation.
Shep Hyken
3
THE SCHEME
Injured
Workers
Employers
Policies
LegislationStakeholders
Agents
Service
Providers
VICTORIAN
WORKSAFE
SCHEME
GALLAGHER BASSETT
4
$490,574,219
IN PREMIUM
20.84%OF SCHEME
30,386POLICIES MANAGED
IN 2016
$359,376,739
COMP PAYMENTS
6,288CLAIMS
268,704MEDICAL INVOICES
PAID 2016
SCHEME TRANSFORMATION
5
Social responsibility and remaining relevant was the catalyst
for change at Gallagher Bassett…..
Process of
change and
review
External
Stakeholder
Feedback
Peoples
expectations
of service
evolving
The core of our business are people
• Our staff – what do they need?
• Our injured workers – what are they telling us about the service we provide?
• Our employers – how are we supporting them to meet their obligations
We engage and listened to key messages then reviewed:
• Policy and procedure – too rigid
• Our structure – is it working and sustainable?
• Multiple sign off points – too complicated
• Complaints – key themes
• Conciliation lodgements
6
OUR COLLABORATIVE APPROACH TO CHANGE
7
• Leadership teams – engagement across all
levels of management in a forum setting
• WorkSafe – partnering to align scheme goals
& initiatives
• Injured Workers – what can we do better?
• Employers – GB to remain go-to business
partner
• Our Staff –a workplace that encourages
feedback and development
• Back to basics
OUR COLLABORATIVE APPROACH TO CHANGE
8
OUR PROPOSAL
A commitment to
provide a positive
experience that is
service centric and
promotes a service
first approach
across all business
functions and units.
Acknowledging that
there are thing that
we can and will do
better.
Service First
• Not a project – but a change in
approach and motivation
• Management via a Project Plan with
a senior owner
• Transparency and accountability
• Culture – a supportive and inclusive
environment
THE MECHANICS
9
Service First Working Group
Providing solution to all stakeholders
Goal Setting
Turn 10 Steps into 2 Steps
Research and Development
Stream Leads
Decision Making & Customer Service
Out the door in 5
Change in approach to entitlement
review
Ownership of high risk areas and delivery
of Service First
THE MECHANICS
10
Innovation & Customer Service
Improved use of technology
Reduction in documentation
Service Advisor
Use of media
Complaint Analysis & Reduction
Review of historical data
Understand key themes
Proactive customer service
Service Recovery
THE MECHANICS
11
Culture & Staff Engagement
Staff satisfaction
Alignment of attitudes to promote
positive service culture
Investment in our people
Service Excellence & Empowerment
Return decision making capacity back to
front line staff
Human element of Service First
Training and ongoing support
OUR OUTCOMES
12
3 DAYSTURN AROUND IN REVIEW
OF MEDICAL REQUESTS.
43.27%DISPUTE LODGEMENT
REDUCTION JAN 16 V JAN 17
44%COMPLAINT REDUCTION
FROM DEC 15 TO DEC 16
Communication
• GB 5.83% improvement 16/17 V 15/16
Initial Contact
• GB 16.74% improvement 16/17 V 15/16
• Scheme Improvement 2.96% 16/17 V 15/16
IME Communication
• GB 15% improvement 16/17 V 15/16
• Scheme Improvement 7.15% 16/17 V 15/16
Overall Service Score
• GB 5.97% improvement 16/17 V 15/16
• Don’t lose focus of the basics
• Collaborate and listen to your people
• Promote inclusive culture
• Set targets – short term / long term
• Review annually
IT NEVER ENDS
13
LAST MESSAGE
THANK YOU