Our People: “Make Change a Positive Experience” & “Train Our Colleagues To Be The Best They Can Be”.
How: Changing the way we do things in RBI Claims through Business Process Improvement and a dedicated Change Management Framework. Provide an opportunity to provide a Knowledge Management System for RBI Claims.
Leverage Scale: “Improve Operational Process Efficiency” & “Identify and Reduce Customer Irritants”.
How: By implementing Business Process Improvement will allow for greater efficiency in what and how we do things. By improving process and expediting the claims process to ensure a seamless transaction for the customer will assist in creating a more positive customer experience.
Limited visibility on current processes.
A need to document operational processes as both process maps and procedures.
A need to build and publish processes onto SharePoint.
Commercial Motor Claims comprises of up to 50% of RBI Claims volumes.
Refer to Project Brief for Scope Items.
Process mapping of the identified items in scope.
Procedural documentation of the identified items in scope.
Technical and system improvements identified as ‘quick wins’.
Obtain visibility on current processes associated with Commercial Motor: Lodgements & Assessments.
Identify processes improvement opportunities.
Allow the publication of procedures onto SharePoint.
Enable greater efficiencies and productivity through BPI.
Improved Customer Experience.
Reduction in Claims Handling Times.
Mitigation and Reduction of Claims Leakage.