Key Objectives
- Introduce a care channel for citizens on any issue under the MoL umbrella: pensions, employment, unemployment, social security, healthcare insurance, benefits etc.
- Ensure that citizens are provided with customer care that is readily accessible, efficient (quick, single-point-of-contact etc.) and effective (swift issue resolution without multiple iterations)
Our Approach
- Performed initial mapping of the entire scope: defined perimeter, identified organizations, mapped their scope
- Engaged with stakeholders across all organizations to ensure their onboarding
- Completed the operational design introducing a Front Office with its respective teams, a centralized Back Office per different organization within the perimeter as well as specialized teams and horizontal support teams
- Prepared system specifications and business need analysis and liaised with system vendor throughout implementation
- Developed dynamic capacity model based on inbound volume assumptions and productivity assumptions
- Mapped and redesigned processes in detail following pilot launch
- Oversaw pilot launch and full launch vis-à-vis capacity ramp-up by outsourcers and system deployment
- Designed and provided performance management mechanism (KPI’s and reports) and used output to drive quality assurance and continuous improvement initiatives
Impact for our Client
- Introduced a fully operational, toll-free, 24/7 contact center (calls and online messages) which handles approximately 12k calls per day with a service level >95%
Operating Model at-a-glance
Re-designed Process
Progress Report
