CLIENT: National Highways
INDUSTRY: Public Sector
SERVICE: EvolveLAB
The Claims team within National Highways had successfully delivered several improvement projects, enhancing performance year on year. As the only revenue generating team within National Highways, recovering the costs of damage to network property, and given the external financial climate of the public sector, there was much senior level support for continued performance improvement in this team. Faced with the challenge to double recovery levels required innovative thinking in an already resource constrained team.
Interviews and focus groups, with both the Claims Team and critical stakeholders, revealed that cross-functional interdependencies offered the most significant opportunities. Engagement of stakeholders, external to the Claims Team, in the design and execution of the resulting solutions was therefore critical. Early on we invested time to build relationships and fully understand the team’s concerns including those about resource constraints. This enabled us to build a plan that considered these views, and they felt able to buy into.
We focused on cross-stakeholder working, with their engagement at the heart of our approach. By building solutions in partnership with the critical groups we were able to identify solutions which stakeholders fully supported, increasing the likelihood of their investment of time and resource to implementing the ideas they helped to co-create. Solutions ranged from changing procurement processes, influencing how critical data is collected by third parties, through to recruitment of additional capability directly into the Claims Team.
This approach led to the identification of six core interventions, some managed internally to improve efficiency and capability within the Claims team, and two larger, more transformational workstreams requiring cross-stakeholder collaboration, commitment and investment. With the Claims team, and the key stakeholders, a clear agenda, plan and actions with owners were identified to create a roadmap of continuing performance improvement.
Core to our approach with this client was empathy for the concerns and resource challenges facing the Claims team, as well the engagement of external stakeholders to secure buy-in for solutions created. By adopting this approach, we were able to work with our client to create a roadmap for performance improvement, with clear benefits for revenue generation.
Laura and Sam took the time to truly understand my requirements, and designed workshops that maximised engagement and created a safe space to challenge ideas. The groups involved in this work had expertise in different disciplines, but the way their ideas were collated into a coherent plan across several workshops was excellent to see. My requirements were delivered to time and budget and I would have no hesitation in recommending Behaviour LAB to others.
Richard Marshall, Director, National Highways
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