Enabling Customer Response
How ActiveOps helped its customers respond to Covid-19:
ActiveOps customers needed to keep essential services running whilst safeguarding their workforce and managing the many unusual circumstances presented by the crisis.
Workware+ and AOM were vital in helping maintain visibility of work and capacity, focusing their resources on the most critical work, and to plan for continuity of service.
Throughout Quarter 1 2020, we have multiple events that have caused disruption to our operations in the Philippines and Australia, including extreme weather and pandemic situations.
It has been invaluable to have a global view of all of our offices and manage workloads.
The ease of having Workware+ solutions available to our staff has meant, regardless of where they are working from, we can keep track of both performance and forecast volumes and make the appropriate decisions accordingly.
Elle Bianco Leader Vendor Management Offshore - CoreLogic
We are all working from home and we couldn't survive without Real-Time Management (RTM) and Workware+.
Lauren Pugsley Senior Manager, Policy Administration at MLC Life Insurance in Australia
Understandably our customers' immediate focus was on operational control. These circumstances were testing operations management processes, skills, tools, and behaviors to the extent way beyond any previous real-life situation or stress test scenario imaginable.
Work volumes were fluctuating severely and in ways not previously seen. Staff absence was way beyond the norm together with unprecedented events such as whole sites closing. Inevitably operations weren’t in a position to achieve anything close to normal service and so prioritization became paramount.
To continue processing critical tasks operations needed to be far more agile with their resourcing models, moving work, and people across functional boundaries. All of this had to be achieved in real-time with a disrupted, distracted, and concerned workforce needing clear priorities and goals to maintain motivation.
Against this backdrop, operations needed reliable, timely data about work, resource and performance, and the processes, tools, and skills to precisely control how available capacity was utilized.
Operations utilizing Workware+ and AOM were uniquely well placed to manage the challenges presented.
Workware+ and AOM provided customers with:
A consolidated view of all work and capacity not available in any other database. The implications of the outbreak caused significant variations in work input, output, resource availability, and productivity, and real-time data Workware+ provides enabled effective operational decisions to be made.
The ability to easily sustain and extend the use of Workware+, a cloud-based solution requiring no integration, across their distributed workforce.
The data available to effectively prioritize and quantify through capacity planning whether the necessary work could be completed and the impact on backlogs and customer service.
The understanding of required capacity and available supply effective choices on how to best flex resources across different business areas to best meet customer needs.
Scenario planning capability to enable various scenarios around workload, resource availability, and performance levels to provide the necessary foresight to be able to respond to the uncertainties presented.
A key foundation of AOM includes building achievable plans, tracking, and communicating progress vs plan, celebrating success, and analyzing variances to provide improvement.
These features were even more valuable in operations under the strain of the pandemic. Workware+ metrics and the AOM process helped customers know what a good day looked like during this strange time and better helped people maintain home/work boundaries.
Using AOM during this WFH time is more important than ever, a message we have reiterated with our people.
Mercer APAC Senior Leadership
The feedback loops Workware+ and AOM are built on; how am I doing vs my plan, how good was my planning assumptions meant that when everything changed, our customers already had the structure in place to provide this insight. This was a huge enabler for them to rapidly analyze their new-normal and find actionable ways to improve future outcomes.
Customers could effectively manage and support distributed teams. The ability to track progress vs plan and performance in real-time across the teams enabling managers to make the most of every minute.
Things were moving fast with changes in work volume and staff absence impacting the best-laid plans. Customers could immediately see what was happening in their operations in real-time and react to events.