1. Govis 2014: Delivery @ Pace Benefits of workload management and intelligent distribution of work Bryre Patchell, Ministry of Justice Malcolm Thompson, Genesys 19 th June, 2014

2. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2 Delivery @ Pace in an online world

3. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3 But we still need people to do work..

4. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4 4 More channels, means more work… As a general rule, only about 75% of work in an organisation can be automated: the rest is human endeavour marshalled by manual processes and therein lies the ongoing cost. University of Wisconsin, An econometric view of work and play

5. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5 WORK FLOW an end to end set of processes delivering the outcome Business outcomes delivered by workFLOW BUSINESS OUTCOME MULTICHANNEL CUSTOMER SERVICE ACCESS Complaints Payments Registration Escalations Workflows begin Business Process A stage in the workFLOW Business Process workFLOW staged and managed by business processes…. Corporate Systems HR & People Management Customer Relationship Management Accounting System Operations Management Supply Chain Management BPM Business Process Business process management ensures process integrity Task Business processes create Tasks that make workLOAD…. Task a series of actions taken to complete a step in the work flow Task Intelligent Workload Distribution DO this task next… Distribution of work to rules…ensures TASK and RESOURCE integrity Enterprise Task List Workforce Management & Optimization Managing Work - workFLOW vs workLOAD

6. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 6 Workload vs Workflow they are solving different business problems Workload Distribution A business priority routing decision engine Workflow Process A sequence of repeated and/or connected steps Who?...is the customer and the priority Where?...is the best skilled resource When?...is the routing rule as defined by customer What?…is the task to be completed Why?…is the specifics or purpose of that task How?…is the required steps to accomplish the task

7. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7 7 Text 1 Front Office IN Online Portal Customer Relationship Management CollectionsOperations Systems Operations Management Project Management Online Forms Other Agencies Management Back Office How it is today.. MariaJoanne MaryLiz Alan Sam GeorgeMikeRickPaulaDonBillPhil The People Front Office Shop Front / Retail Back Office Other Government Agencies

8. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8 8 Common pain points in managing workload Cherry picking & manual work selection kills efficiency Work practices of work distribution are creating human latency, impacting SLA Limited insights into backlog and resource performance 28% of back office time is unproductive – that amounts to 17 minutes for every 60

9. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 9 9 The Role of Enterprise Workload Management Enterprise Workload Management                             MariaJoanne MaryLiz Alan Sam GeorgeMikeRickPaulaDonBillPhil The People Front Office Shop Front / Retail Back Office Other Government Agencies  Text 1 Online Portal & Forms Customer Interactions Customer Relationship Management Collections Operations Management CLIENT SERVICE CHANNELS     

10. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10 Case Study – Australian Government Organisation Integrated Routing and Work Management Right Work, Right Person, Right Time Leverages capabilities in Siebel and Genesys Genesys Enterprise Workload Management routes work items within Siebel based on: Priority (SLA’s, value, etc) Agent Skill Agent Availability etc 80 processes to date 300,000+ work tasks being tracked 6,000 Officers in overall program rollout Phased Deployment Key outcomes: Priorities are clear Work automatically assigned to achieve SLAs Equitable distribution of work Greater visibility into work

11. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11 Holistic view of work across the enterprise Multi Channel work aggregation Virtualisation of workload Front and Back Office Collaboration skills based routing Prioritisation and real-time distribution Context Aware - conversations, not Interactions Tailored Customer Experiences Visibility into workload

12. Case Study: Workload Management Transforming Collections at Ministry of Justice Bryre Patchell

13. Background Ministry of Justice Fines Collection Operation Receives 1.2m new fines per year Representing $560m outstanding For 449,000 citizens Currently collect $220m per year Have 530 staff across four primary business units Contact Centres (2) Central Processing Unit District Collections Units (26) 13

14. Pain Points – prior to new Operating Model Processes – No streamlined workflow management – Not standardised – Inconsistencies in application – Lack of visibility across the process i.e. No E2E view People – Poor use of skills & knowledge – Disparate work practices – No national view of workforce – KPI’s driving poor behaviour Data – Integrity issues – No single source of truth – Lack of visibility – Delays in receiving info – Incomplete info in core system Systems – Too many – Not integrated – Not in sync – Lack important functionalities – Not easily adaptable – Lack of visibility of actions taken – Lack of visibility of total workload – ‘Disappearing’ work items 14

15. Vision and Objectives National View Independent of geography Segment then target and tailor Technology Enabled Quick Resolution TRANSFORM HOW WE OPERATE A new way of operating Consistent Service Maximise Voluntary Compliance Outcome Based KPIs Resolve more fines more effectively Do more with what we have 15 Push not pull Prioritisation BAM - Visibility

16. Old Process COLLECT Task creation Task assignment to local District Court TMS Manual imports and exports of tasks to CC and CPU DRS CC Case Management System Contact Centre CPU26 District CourtsBailiffs 56 Managers / Team Leaders Spreadsheets Manual prioritisation by Team Leaders then by staff Manual monitoring and reporting by Team Leaders and Managers Multiple User Interfaces

17. New Process COLLECT Task creation Task export Task Reconciliation iWD Task Capture Classification Prioritisation Distribution Monitoring Reporting Contact Centre CPU26 District CourtsBailiffs Work Manager - User Interface Automated Prioritisation & Skills-based Distribution Automated Monitoring and Reporting 27 Managers / Team Leaders

18. Distribution (CC/DC) COLLECT WORK MANAGER WORK QUEUE Pre Breach In Default New Info 1 2 3 4 5 In Default Breach PROFILE In Default  Breach In Default Pre Breach In Default   CRO 18

22. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 22 Thank you