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CASE STUDYWORKFORCE OPTIMISATION
A national aged and disability care provider needed to transform their field workforce in order to scale and meet their customer needs in the face of significant growth
THE CHALLENGE
WORKFORCE PLANNING

Highly variable rostering and limited workforce planning were costing the organisation significantly in lost productivity as well as high business-initiated cancellations due to incorrect staffing levels

CUSTOMER VALUE PROPOSITION

Unclear Customer Value Proposition was creating issues with declining customer service levels and customer churn costing the organisation significantly in lost revenue

TURNOVER

The existing workforce was driving cost pressure through very high absenteeism and turnover, an over-reliance on casuals and contingent labour, as well as a significant aging workforce exposure

THE INSIGHT
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WORKFORCE

CHANGE WORKFORCE SHAPE & SIZE, CREW COMPOSITION AND MIX THROUGH INCREASE PERMANENT HIRES AND CAPABILITY PLANNING

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BUILD

IMPROVE CUSTOMER NPS THROUGH DEFINED CUSTOMER SERVICE PRACTICES SUPPORTED BY CONSISTENT WORKFORCE DELIVERY

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Develop Capability

DEVELOP ROBUST ONGOING WORKFORCE & CAPABILITY PLANNING, WITH COMPREHENSIVE REPORTING TO DRIVE ACCOUNTABILITY

THE IMPACT
+ $7.7MGross Margin Improvement
within 18 months
+ 25%Net Promoter Score
within 6 months
+ 40%Employee Engagement
within 6 months