A&NZ Bupa Awards Nominees 2017

NOMINEES | DIGITAL TRANSFORMATION AND CONTINUOUS IMPROVEMENT
NOMINEES | DIGITAL TRANSFORMATION AND CONTINUOUS IMPROVEMENT
Health Insurance
Daryl Niemandt
Jimmy Tzimopolous
Transforming customer experience
in a digital age
With ageing technology, the Bupa Service Contact
Centre was not well-placed to meet the growing
expectations of our customers. Together with IS,
the Customer Service team partnered with leading
companies to deliver a program of work to stay
relevant in the marketplace. This has included turning
on social media and webchat as new channels and
digitising the management of work across both front
and back office, through the removal of paper and the
use of the IWD Genesys routing tool.
The team has seen 400 process improvements
resulting in an eNPS increase from +15 in 2016 to
+51 in Q1 2017. The team has also seen a significant
reduction in attrition from 72% in 2014 to 25% in 2016.
The customer outcomes have also been significant.
Customers offered webchat during online claims
submissions have a 90% satisfaction rating.
Average speed to answer (ASA) in the Contact Centre
has reduced from an average of 92 seconds in 2015, to
44 seconds in 2016 and is currently 34 seconds for 2017
YTD. The improvement was most noticeable during
the rate peak, where the team achieved an ASA of
35 seconds during March 2017, as compared to 200
seconds in March 2015. This was delivered with 12 less
FTE whilst maintaining best practice occupancy levels.
Information Services
Brent Crump
Jonathon Silver
Boris Dimitrov
Heath Dunkley
Vera Maria
& the A&NZ Service Desk Team
IS Service Desk transformation
In Australia & New Zealand, we have operated separate
IS service desks for different business units for several
years, using different incident management systems and
different teams. Over 2016 the team has progressively
integrated the different service desks and systems to
create a more efficient, flexible and high-performing
market unit-wide service desk. This has resulted in a
customer satisfaction rating of 98%.
The team works with passion and care to process
approximately 80,000 requests and incidents per
annum to keep their colleagues up and running. The
team resolves an impressive industry-leading 75% of all
these cases within team before escalating remaining
cases to other areas. In addition, since the new team
was established, they have improved each year in every
measured category for effectiveness and satisfaction while
seeing significant growth in demand over that period.
The A&NZ Service Desk is a leading example of
continuous service improvement, with strong team
leadership directly delivering extraordinary service to our
colleagues daily which enables Bupa to provide even
better service to our customers.
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