Summary of Case Studies
Barclays
In September 2006 Barclays launched the Barclays Incentive Programme to introduce an end to end incentive management environment. Aiimi was engaged to design, build and implement the ongoing operations and support processes that would transition the schemes from the programme into a Business as Usual (BAU) environment.
Incentive schemes are now fully operational across UKRB Branch Network, with an average query rate of less than 2% per month. A low query rate such as this is testament to efficient operation of the scheme.
Aiimi worked closely with all aspects of the Barclays UKRB Incentive and Reward Teams throughout the initial delivery of the programme, supporting the hand over from a programme of Change to the Business as Usual operational processes.
London Borough Southwark
The introduction of the Avoidable Contact indicator (NI14) focused Local Authorities throughout the country on the nature of each interaction that they have with their customers, openly challenging the value of each contact to the service being provided.
Southwark chose initially to focus their NI14 count on the statistics collected via their CRM system and the customer interaction with front-end contact centres. However it was clear that this was only considering one aspect of customer interaction and confidence in the initial figure of 16% was low. Southwark therefore approached Aiimi to help them develop and implement an alternative, more comprehensive approach.
In partnership with Aiimi, Southwark embarked upon a radical and complementary analysis strategy, looking at the process from notification to outcome. This identified avoidable contact levels across the Housing Repairs function to be in excess of 50%, confirming the council’s original fears. It also highlighted potential financial savings in excess of £2m that could be achieved with key service improvements.
“Aiimi and Southwark are actively and effectively engaged in delivering the vision of ‘Right First Time’ as a service improvement model throughout the Repairs and Maintenance service. We are embedding the Aiimi approach and have automated the creation of reporting tools and mechanisms to monitor this improvement going forward. The knowledge and energy displayed by Aiimi to date has been impressive.”
- Christian O’Mahoney
Repairs & Maintenance Manager, Housing Department
