OnePath (A Company of ANZ)
After achieving significant Contact Centre improvements by implementing livepro® in 2006, OnePath (formerly ING) decided to extend the system to hundreds of their back office administration team members.
• 90% reduction in training & induction time (from 6 weeks to 3 days)
• Consistent and accurate processing of back office tasks across 300 users
• Implementation of simple step-by-step process guidance for taskworkers
• Task handling and efficiency improvements
OnePath, a leading Australian provider of wealth, insurance and advice solutions, have been helping Australians grow and protect their wealth for over 130 years, previously as Mercantile Mutual and more recently as ING Australia.
OnePath is now a wholly owned subsidiary of Australia and New Zealand Banking Group Limited (ANZ), operateing as part of ANZ’s specialist wealth management and protection business.
The Problem
The OnePath Back Office teams are responsible for ensuring all Investment, Insurance, and Superannuation transactions are completed to a high standard of quality, and within agreed timeframes. The breadth and depth of processes and supporting information required to support the team, coupled with the fact that operations are housed in multiple locations, meant that keeping information up-to-date was a constant challenge.
Induction training for new team members ran for almost 6 weeks in order to cover all the processes, procedures, information, and skills required. This was not sustainable. In addition, the complexity of regularly changing policy had team members calling for rapid information delivery.
The OnePath Back Office Operations team decided a solution was required. After a review of all options, livepro® was chosen to support the overall goal of creating a central reference repository for procedure documents, process maps and training guides, with an intuitive structure for categorisation to promote ease of use for an additional 300 users.
The Solution
OnePath were able to build a project team that consisted of both Business Analysts and members of the Contact Centre Knowledge team, and livepro® Knowledge Management consultants. As part of the initial scoping, the team created two concepts for review by the Steering Committee. A knowledge structure based on process was selected to be implemented for the Back Office users in line with their strategy.
All processes within OnePath’s Knowledge Library were reviewed for accuracy and relevance. Those that had been superseded were archived, and all other processes were updated to reflect the current and approved workflow. Processes were then ranked based on how often they were used and by how many people. Those referred to the most, were prioritised for creation in livepro® first, to be ready for the first release to the departments.
The project team was supported through the completion of a structured livepro® Operations Guide. Establishing how livepro® will be managed in the business to ensure consistency of knowledge authoring, this document includes a Style Guide detailing the standards decided for designing and writing information and what will be measured and how (Service Level Agreements), and clarification of role responsibilities and definitions. Creation of this plan ensured the initial and ongoing authoring team members were supported and built trust with the users.
Having livepro® as a central point for all relevant information and step-by-step process guidance, as well as access to all Product Disclosure Statements (pds), letters being sent to customers, and product information, meant that team members would not be forced to hunt for information that was possibly out of date.
The Outcome
Over the 12 months since livepro®’s growth into the Back Office team, OnePath have realised the benefits of being able to remodel their team structure to focus on process, rather than product. Alongside this, livepro® has enabled them to filter and process simple and complex transactions. New recruits to OnePath Back Office now complete a 3 day training program before they are competently processing simple transactions, an outstanding result considering training and induction previously took 6 weeks before staff were productively actioning tasks.
Michael Larsen (Senior Manager, Project & Process Management) says “We were able to leverage the benefits livepro® has in the Contact Centre by extending the system into the Back Office area. The flexibility of livepro® also allowed us to author and categorise the information in a slightly different way, as we were aware that the type and structure of information required is slightly different for the different areas. The Contact Centre tends to search for pieces of information when assisting customers; however the Back Office Team need to refer to step by step processes to complete the enquiries and actions that are workflowed to them”.
Access to and guidance from the livepro® team continues to support the OnePath team to achieve their goals. “The livepro® team have supported us through the implementation and are regularly guiding us through growth phases” says Larsen. “We continue to have regular discussions about features for future development of the livepro® product, and have already seen some of those suggestions implemented for the next version release.”
“In addition,” Larsen adds, “we have recently completed our rebranding from ING to OnePath, which included replacing images, logos, corporate colour schemes, screen shots, and Product Disclosure Statements (PDS) so that all our users were ready for the brand launch.” The livepro® team worked closely to ensure this project was delivered on time, with the required outcome.
Key Benefits
- 90% reduction in training and induction times (from 6 weeks to 3 days); $500,000 productivity savings per year*
- increased compliance in a highly regulated industry
- improved consistency and accuracy of transaction processing
