Customer
Success Story

West Sussex
County Council
West Sussex County Council Meets Statutory Service
Delivery Goals with Verint Operations Manager®

™

Solutions
Verint® Operations
Manager™
Verint® Operations Manager
Work Allocation Bot™

Opportunity
West Sussex County Council is the authority that governs the non-metropolitan countyof West Sussex in the South of England. Administration of many Council services(including social care, education, highways, and waste) is provided by Capita, a consulting,transformation and digital services business, delivering innovative solutions to transform andsimplify the links between businesses and customers, governments and citizens.
Prior to the implementation of Verint® Operations Manager™, Capita and the Council were relying
on an assortment of manual processes to allocate administrative tasks and manage complex,
multi-touch processes.

Industry
Local Government

RegionUnited Kingdom

According to Mikaela McLeod, Operations Manager at Capita, this predominantly paper-based
way of working undermined efficient and effective Council operations. “We manage a wide
variety of administrative services on behalf of the Council, and there was minimal insight into theallocation of tasks or the process journey. It was difficult, for example, to judge the volume ofincoming or outgoing work, turnaround times, or which tasks had been allocated to which person.”
As a long-time, satisfied customer of Verint in multiple solution areas, the Capita team turned toVerint Operations Manager to untangle the complex work allocation and improve performanceat the Council. “Engagement was vital,” says Bethan Watts, Management Information Analyst atCapita. “Once the teams saw how Verint Operations Manager could transform not only individual
performance, but also the performance of the overall Council service delivery, they engaged withand trusted the technology to support their everyday workloads.”

Solution
Fast forward six years from the initial implementation and 250 Capita staff now administer
more than 3,000 tasks on behalf of West Sussex County Council. Many of these processes
relate to highly sensitive public services, such as social care, child protection, or education
psychology. Using Verint Operations Manager, the team can ensure these tasks are completed
by the appropriately skilled person, within the agreed statutory timeframe.
“We live and breathe Verint Operations Manager,” exclaims McLeod. “I couldn’t cope without
it! Every day, we rely on it to allocate Council work to individual team members, based on taskpriority, skills, availability, and other criteria. Some 88 tasks have KPIs ranging from two hours
to 18 days, and with the Verint solution we can effectively allocate each one.”
Team managers also share a timely, connected view of performance, which is reviewed
daily. “We monitor metrics such as who are the top performers, the number of outstanding

Results• Increased performance
productivity from91% to 97%.
• Manages more than
3,000 tasks with just
250 team members.
• Adheres to rigorous
KPIs for service delivery
and performance.
• Streamlines end-to-end
task processing times.

Last year, our productivity performance metric was 91 percent.
This year it is 97 percent. Verint Operations Manager has made asignificant contribution to that success.
– Mikaela McLeod, Operations Manager, Capita
hours, and turnaround times,” explains McLeod. “We areusing these critical insights to fine-tune our operations andoptimise the allocation of work.”More recently, Capita has added “performance as a service”
dashboards, which are presented to the Council every
month to validate service performance across the individual
public services. For example, West Sussex County Council’s
Education Department can see every task associated withpupil admissions administration, elective home education,or pupil entitlements. Using the dashboard, the department
can monitor every task, the volume of tasks, and the turnaroundtime. If a particular process was subject to extended
processing beyond the KPI, the data shows the reason
why. “These dashboard insights contribute to a much morecollaborative customer relationship,” notes Watts.
In addition, using Verint Operations Manager, the Capita
team can forecast future administrative workloads. Watts
continues, “Education services experience very high peaks
at certain times, relating to the school calendar year. We
can now examine historical workloads and use these topredict where we will need to add skills and resources forthe coming year. It’s all about being proactive.”

Benefits
One of the great innovations in this deployment has
been the Verint Operations Manager Work Allocation Bot
functionality, which uses artificial intelligence to automate
the distribution of work across the team. The idea for thedeployment originated from Capita’s regular wellbeing
focus group team meetings. During these sessions, it
became clear that people were devoting more andmore time to allocating work each morning, especially
if there were absences or high-priority KPI work arrived
unexpectedly.

Capita trialled the Work Allocation Bot capability among alow-risk team with very few KPIs and minimal outstanding
tasks. Very quickly, it was apparent that the bot allocatedtasks accurately and reliably, freeing up resources to focus
on other work. Since, Capita has steadily rolled out thefeature to more complex teams, so it now supports all 3,000
tasks across the staff of 250.
Watts led the implementation. “Verint Operations
Manager’s Work Allocation Bot enables us to accurately
allocate tasks based on skills, availability, or other criteria. It
can also allocate tasks to very specific users, with specificskills. Likewise, we can use an exceptions list to allocate
work during peak demand, such as the administrationof free school meals at the start of the school year. The
technology gives us the best of both worlds. Members ofthe team can administer and process Council services moreeffectively. Meanwhile, managers spend less time collecting
and assigning work, and more time monitoring work items.”“The Verint Operations Manager Work Allocation Bot has
definitely freed up time, especially as we respond to homeworking during the COVID-19 pandemic,” says McLeod.
“Team Leaders are now able to focus on a more coachingbased role, identify improvement opportunities, and provide
training where there are knowledge gaps. Last year, ourproductivity performance metric was 91 percent. This year
it is 97 percent. Verint Operations Manager has made asignificant contribution to that success.”

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