The basic question has always been the same: how many people do I need to work in my centre next Thursday?” That comes down to two things: how much work is coming in, and what we can do. We can now forecast very accurately how much work will come in, and we can now calculate what we can do. It’s a fundamental change in the philosophy of how the business runs – and it works.

We were looking for a more pro-active and operationally efficient approach that would help us to empower our people, break down the silos, and free up skilled resources.

The step change in monitoring, planning and managing the department is, and continues to be, outstanding matched by the improvement in quality of service, management and staff morale. Having access to real-time operations data and the skills to interpret and apply to best effect has helped transform the business and i’m looking forward to further developments from activeops including the recently announced workware mobile applications.

We selected Workware™ as we were convinced that ActiveOps could solve our immediate requirement for a single and consistent real-time view of operations performance. We were keen to look beyond our initial challenges and explore the depth of solutions and management processes ActiveOps offer, to improve our capacity planning, forecasting to roll out and sustain the benefits across all our service centers.

Over the years, I have experienced a number of such performance improvement programmes being introduced by other providers within the operational functions of financial and public service organisations, with varying degrees of success. I am pleased to say that I have been particularly impressed with both the programme delivery and subsequent ongoing support provided by ActiveOps. The successful partnership with ActiveOps has enabled Equiniti to embed the methodology and tools to ensure the efficient deployment of our resources delivers service benefits for both our clients and end customers.

The biggest improvement was in the area of training and upskilling, specifically with the more junior/newer team leaders in my area. They say a picture is worth a thousand words and Workware from ActiveOps really helps. You can try and teach a person operations management, but with Workware the person can actually see the results and impact of their decisions, which makes embedding the principles of ops management so much easier.

The consistency of performance measurement means we are comparing apples with apples, which is an absolute necessity when peoples’ pay is based on their performance.” “Identifying which areas of the operation were meeting productivity best practices was a challenge and required a lot of manual counting, but AOM provided one version of the truth based on consistent measurement and reporting.

The rigour and the discipline that are applied with AOM give us consistency across the entire operation. We were already good at what we do, but AOM has given us a framework for our goals around operational excellence.