A SERVICE FIRST APPROACH TO DELIVERING A GREAT CUSTOMER EXPERIENCE

Aidan Brophy & Lucas Kowalski

Customer service is not a

department. It’s a philosophy

to be embraced by everyone

in an organisation.

Shep Hyken

3

THE SCHEME

Injured

Workers

Employers

Policies

LegislationStakeholders

Agents

Service

Providers

VICTORIAN

WORKSAFE

SCHEME

GALLAGHER BASSETT

4

$490,574,219

IN PREMIUM

20.84%OF SCHEME

30,386POLICIES MANAGED

IN 2016

$359,376,739

COMP PAYMENTS

6,288CLAIMS

268,704MEDICAL INVOICES

PAID 2016

SCHEME TRANSFORMATION

5

Social responsibility and remaining relevant was the catalyst

for change at Gallagher Bassett…..

Process of

change and

review

External

Stakeholder

Feedback

Peoples

expectations

of service

evolving

The core of our business are people

• Our staff – what do they need?

• Our injured workers – what are they telling us about the service we provide?

• Our employers – how are we supporting them to meet their obligations

We engage and listened to key messages then reviewed:

• Policy and procedure – too rigid

• Our structure – is it working and sustainable?

• Multiple sign off points – too complicated

• Complaints – key themes

• Conciliation lodgements

6

OUR COLLABORATIVE APPROACH TO CHANGE

7

• Leadership teams – engagement across all

levels of management in a forum setting

• WorkSafe – partnering to align scheme goals

& initiatives

• Injured Workers – what can we do better?

• Employers – GB to remain go-to business

partner

• Our Staff –a workplace that encourages

feedback and development

• Back to basics

OUR COLLABORATIVE APPROACH TO CHANGE

8

OUR PROPOSAL

A commitment to

provide a positive

experience that is

service centric and

promotes a service

first approach

across all business

functions and units.

Acknowledging that

there are thing that

we can and will do

better.

Service First

• Not a project – but a change in

approach and motivation

• Management via a Project Plan with

a senior owner

• Transparency and accountability

• Culture – a supportive and inclusive

environment

THE MECHANICS

9

Service First Working Group

Providing solution to all stakeholders

Goal Setting

Turn 10 Steps into 2 Steps

Research and Development

Stream Leads

Decision Making & Customer Service

Out the door in 5

Change in approach to entitlement

review

Ownership of high risk areas and delivery

of Service First

THE MECHANICS

10

Innovation & Customer Service

Improved use of technology

Reduction in documentation

Service Advisor

Use of media

Complaint Analysis & Reduction

Review of historical data

Understand key themes

Proactive customer service

Service Recovery

THE MECHANICS

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Culture & Staff Engagement

Staff satisfaction

Alignment of attitudes to promote

positive service culture

Investment in our people

Service Excellence & Empowerment

Return decision making capacity back to

front line staff

Human element of Service First

Training and ongoing support

OUR OUTCOMES

12

3 DAYSTURN AROUND IN REVIEW

OF MEDICAL REQUESTS.

43.27%DISPUTE LODGEMENT

REDUCTION JAN 16 V JAN 17

44%COMPLAINT REDUCTION

FROM DEC 15 TO DEC 16

Communication

• GB 5.83% improvement 16/17 V 15/16

Initial Contact

• GB 16.74% improvement 16/17 V 15/16

• Scheme Improvement 2.96% 16/17 V 15/16

IME Communication

• GB 15% improvement 16/17 V 15/16

• Scheme Improvement 7.15% 16/17 V 15/16

Overall Service Score

• GB 5.97% improvement 16/17 V 15/16

• Don’t lose focus of the basics

• Collaborate and listen to your people

• Promote inclusive culture

• Set targets – short term / long term

• Review annually

IT NEVER ENDS

13

LAST MESSAGE

THANK YOU