Case Study: BC Clinical and Support Services (BCCSS)
BC Clinical and Support Services (BCCSS) is a not-for-profit organization in British Columbia that provides various support services to the British Columbia (Canada) health care system. BCCSS maintains a high-volume employee service center that supports more than 90,000 employees representing three client companies, each of which is governed by four different collective agreements.
The challenge for BCCSS was that their employee service centers were losing business process efficiency due to the policy variations that exist across the three companies along with the requirements of the four different collective agreements. In addition, the volume of transactions was growing rapidly, reaching nearly 30,000 transactions per month. And, they needed to increase the level of accuracy in every transaction. Lastly, they were experiencing a high staff turnover in the service center due to on the job stress and challenges with onboarding new employees.
BCCSS made a decision to implement the cloud-based Promapp process mapping system to visualize and simplify their business processes and to centralize access to all standard operating procedures, tools, and templates used by the team. The Pendolino Group was brought in to assist in process improvements and system implementation, and to coach the team on best practices to remove major inefficiencies.
As we implemented Promapp across the organization, we delivered training in the use of Lean Service Methodologies to streamline and simplify newly designed processes. We helped the team begin to centralize all materials into Promapp, establish a sustainable culture of continuous improvement, and quickly put the tools in place to support their vision of client-centric self-service and first-time call resolution.
BCCSS is now well on their way to meet their goals of:
- Improved quality the employee service experience
- True client self-service and employee engagement with a simple to access tool (Promapp)
- Ability to absorb increases in transaction volume with no reduction in quality
- Increased first-time call resolution, and overall reduced errors and rework
- Faster (and stress free) onboarding of new hires to the team, and anticipation of a reduction in early stage turnover
At the conclusion of their initial configuration and lean process design workshop (two days), they had completed documentation of three out of their five highest volume transactions within the Promapp tool. They had also begun applying process improvements resulting in higher team engagement and enthusiasm, which is now further reflected in positive employee experience and service level feedback — ultimately contributing to an improved company culture and employee engagement levels.[blockquote]”I have heard nothing but positive feedback from the team as the training session was managed in an effective and informative manner. We all appreciated your knowledge, professionalism and willingness to jump in, answer questions, leveraging different learning techniques and set us up for success.” – Shiva Badiee, BCCSS [/blockquote]
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