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

Task

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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Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

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

Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

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

1

2

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In Default

Breach

In Default

Breach

In Default

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In Default

CRO

CRO

CRO

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Tasks CompletedEnd of day snapshot

COLLECTIONS

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Thank you