Prioritisation of service delivery improvements

Nous worked with the administrator of a large superannuation fund to identify the service improvement initiatives that were most valuable to members of the fund. The administrator had a number of possible improvements and competing priorities.

Improvement opportunities were identified through concrete cost benefit analysis, using both quantitative and qualitative assessment of likely benefits and an 80/20 approach to the costs and benefits of possible changes. Using our knowledge of the superannuation industry, Nous developed its recommendations through interviews with senior managers and front line staff and an examination of stakeholder feedback and surveys. The process included executive consideration of emerging conclusions and one-on-one briefings of key stakeholders to provide an opportunity for members of the executive to examine the analyses and recommendations in detail. As a result of the analyses, we recommended that some of the strategic directions being considered by the executive be replaced with a stronger effort to fix the core service delivery model and processes and develop a more detailed understanding of costs and relative efficiencies.

The recommendations enabled the client to proceed with a focussed action plan highlighting key priorities.