To improve service delivery and promote efficiency and simplicity in everything we do as a Fund, a brand new team was created, the Service Improvement Team (SIT).
As a team they have been clearing out the Wiltshire Pension Fund (WPF) pantry, ensuring everything is in date, ready to use by the chefs in the WPF kitchen. This ensures a more efficient work process for the Member Services Team, also resulting in a quicker turnaround for our members. Any outstanding tasks are completed by the SIT team, meaning that when a member decides to retire, their record is up to date and ready to go!
Led by the SIT Lead Analyst , Matt, the team is made up of existing staff members on a rotational basis, with relevant expertise linked to the current project of work.
Areas of focus
- Develop improvement ideas to efficiently deal with legacy issues
- Look ahead and clear old tasks
- Send clean records to Member Services Team
- Help to deliver maximum impact on Business as Usual (simplify and standardise processes)
Progress so far in the SIT kitchen...
Since the introduction of the SIT, they have been specifically focusing on leaver cases, aggregations, bulk processing, club transfers and process efficiencies.
Their initial month saw the team reduce the number of leavers by 443; most of these included internal aggregations so we also saw these numbers fall as a result.
In collaboration with Member Services (MS), a re-design of the external aggregation letters was implemented, meaning these could be run as a bulk exercise for new members, streamlining the process and creating efficiencies for the MS team.
This re-design sees the SIT serving the starters and mains of external aggregations and leaves the MS Team to focus on the desserts!
Looking forward it will mean as a Fund we are working on members' external aggregations while an active member, rather than leaving these tasks for when the member leaves and becomes a deferred member. This has also further reduced the number of aggregation cases sitting on our system by a total of 962.
The SIT is looking through recipes in a number of areas to see what additives can be removed while keeping the same great taste!
Part of this work has been redesigning the internal retirement process, collaborating not only with MS but also Employer Services (ES) to introduce a more efficient way of querying information with employers.
This new concept will remove the need for individual emails to be sent to employers on queries and a bulk query method to be implemented, ensuring simplicity and efficiency in our processes.
Matt Thorpe
Service Improvement Lead Analyst
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