Benchmarking the Service

An In-House team with c120,000 DB/CARE (formerly c350,000) members

This team is extremely well trained, managed and resourced, and provides an excellent level of service to the Trustee and members on a consistent basis. Over the years we have developed our service to support the team in understanding and meeting best in class standards across various areas of delivery to members.  This has included facilitating site visits to other large-scale teams, introducing innovation and new partners to the team and also raising the profile of this team at various industrywide thought leadership events.  All these activities have improved the efficiency of the operation whilst driving service innovation.

For a specific project in 2019, our client was faced with a number of external risks to the member experience.  For this unique situation we developed a ‘contingency matrix’ covering the whole spectrum of possible impacts on the team.  For each we then worked through possible responses and mitigations and presented these.  We are continuing to use this matrix to  monitor and assess how the team responds to external risks.

This demonstrates our ability to gain a deep understanding of our clients requirements and using our market knowledge and experience to help define what ‘good’ looks like from an industry benchmark perspective and helping the provider achieve that.