Prior to implementing OPX, the Workflow Management Team at Student Loans managed much of their activity which ‘flowed’ through the operational heart of the organisation via manual spreadsheets and other end user developed applications. Work was centrally managed and distributed via a controlling team using a series of simple allocation rules to team leaders, usually on a daily basis.
This resulted in missed operational efficiencies; numerous errors; difficulties in moving and balancing resource and an increased operational risk profile. It also inhibited the growth of the team, as and when they needed to respond to peaks and troughs in demand. Such an approach also impacted the end-to-end experience that the organisation provided the customer. Customer touchpoints were typically in infrequent bursts, and inbound contact was often made to check on the progress of applications.
About the Customer
The Student Loans Company (SLC) is a non-departmental public body company in the United Kingdom that provides student loans. The organisation is owned and funded by the UK government and the devolved administrations in Scotland, Wales and North Ireland.
Student Loans is responsible for both providing loans to students and collecting loan repayments alongside HM Revenue and Customs. With offices in Glasgow, Darlington and Llandudno the organisation has 3,300 employees; 8 million customers and a loan book of over £135bn.
The OPX solution was selected for its flexibility and fit to the business, and the ability to deploy the platform rapidly. A pilot area of the business was selected as it was regarded as providing a level of processing complexity that would provide good metrics to allow for a direct comparison around productivity and effectiveness.
The initial pilot scope allowed OPX to deploy alongside existing platforms, such as Documentum and their core processing platform, provide automated skills-based routing, automate creation in appropriate OPX queues, provide rich Operational Insight through reports and dashboards.