Challenges
Public sector and healthcare
Demand keeps rising while budgets and headcount do not. Much of the work is invisible, it arrives through many channels, and it crosses teams, sites and systems before it is done.
Challenges in the public sector and healthcare
Common challenges we help with
Challenge
Not enough capacity for the demand
Backlogs that never clear, stretched staff, and capacity lost to work nobody can see.
Public sector shared services
Work in process down 37% with lean management on the front line
A government shared services centre with over 700 people on 6 sites provides HR, pensions and payroll services for 124,000 public servants. With ServiceForce (now CollabForce365) as its daily lean management system, effective capacity rose 22%, daily work in process fell 37% and work volume grew 7%. This work contributed to Lean Service Provider of the Year 2019.
Challenge
Moving services online without losing control
Service is moving from phone and paper to digital channels, and the old ways of working no longer fit.
Healthcare
Effective capacity more than doubled
A large health organisation’s customer services centre moved from a traditional contact centre to digital service delivery. Over 18 months it released more than 30% of its capacity by removing non-value-added work, and with a reconfigured supply chain more than doubled its effective capacity.
What clients say
Expertivity brought a sense of calm, a can-do attitude and the fortitude to navigate their way through high-pressured situations. They are good at simplifying very complex matters, understanding personalities and navigating change.
Marie Killeen, General Manager, Office of the National Director for Strategic Planning and Transformation, HSE