Improve your service levels while halving costs

Summary

Often businesses try to address a downturn by just cutting costs. However, a continuous slicing of costs will eventually impact service levels and quality. By looking at what is important to your customers and what activities really add value, we achieved the virtuous circle of improving service levels and quality while simultaneously halving operating costs.

What We Did

Our client needed to transition Car Parking services as a result of change in ownership. The scope included operations, online bookings, call centre, pricing, revenue reconciliation, MI and reporting. The first step was to define the strategic direction and target operating model. Then the transformational programme was set-up with clear scope of what needed to be delivered by when and with tight grasp on risk, the selection of implementation and operational partners was made and the new operating model developed and delivered. Quick escalation of issues and robust testing kept the programme on track and the quality high.

How We Did It

Each step of the way we used our best practice approach, as set out by our services:

1. Strategic direction and target operating model: We used our Accelerated Strategy© Approach  to define the Business Operating Model and Strategy in terms of People, Process, IT, Facilities and the Customer offering.
2. Programme Management: We set-up and managed the programme using the STC© Programme Management Approach to ensure success, transparency and control.
3. Risk Management: Using our Risk Management Framework©  the risk landscape was fully mapped and action put in place to remove, reduce and mitigate risk, thereby leaving nothing to chance.

The Outcome

Results speak louder than words – the programme delivered on‑time. The new operating model halved operating costs, increased revenues and conversions by 11%, improved operational performance and reduced service recovery SLAs by up to 95%.