Clients
Clients and results
More than 70 organisations across financial services, insurance, healthcare, government, telecoms and technology. Here is what changed when we worked with them.
Recognition
Lean Service Provider of the Year
Awarded by Lean Business Ireland in 2019, the last year the award was presented, for a portfolio of projects that included the government shared services centre’s daily lean management system, which improved customer service while handling the work with 35% less effort.
Public sector shared services
Work in process down 37% with lean management on the front line
A government shared services centre with over 700 people on 6 sites provides HR, pensions and payroll services for 124,000 public servants. With ServiceForce (now CollabForce365) as its daily lean management system, effective capacity rose 22%, daily work in process fell 37% and work volume grew 7%. This work contributed to Lean Service Provider of the Year 2019.
Global banking
Costs down more than 30%, ahead of time and under budget
The Irish subsidiary of a foreign bank had to cut costs by more than 30% within 12 months to stay open, while training its own improvement teams. The target was beaten, the programme finished early and 15% under budget, and ServiceForce became the daily operations management system.
Insurance
Central operations capacity up more than 25%
One of Ireland’s largest insurers, with over 500,000 customers, needed its central operations team to take on more work from Claims and Underwriting. Capacity rose by more than 25% and value-added work by 15%, with better customer service, cooperation between teams and morale.
Insurance IT support
Ticket time cut from 3.5 hours to 1.5 hours
The CIO of a major insurer aimed to release 15% of IT support capacity over two years. Within six months, ticket processing time fell from 3.5 to 1.5 hours and ad-hoc work fell from 43% to 2% of team capacity.
IT project office
A performance assessment of 200 projects
A PMO overseeing nearly 40 project and programme managers, more than 200 projects and 46,000 person-days of effort had more than 25% inefficiency. The assessment set out clear roles, standard estimation, a reasonable expectation for project management effort, and a planning rhythm with technology teams.
Healthcare
Effective capacity more than doubled
A large health organisation’s customer services centre moved from a traditional contact centre to digital service delivery. Over 18 months it released more than 30% of its capacity by removing non-value-added work, and with a reconfigured supply chain more than doubled its effective capacity.
Telecoms infrastructure
KTL grows turnover by 30%
Through an Enterprise Ireland Lean programme, Killarney Telecom Limited standardised customer acceptance and built a lean culture. Turnover rose 30% to €40 million, net margin rose 1.5 points, site revisits fell 80% and process lead times fell 35%.
Technology services
Netwatch lays lean foundations for growth
Netwatch needed to meet its capacity KPIs and build lean problem-solving skills across its teams. It grew into new markets without adding labour, and the business became more resilient.
What clients say
Expertivity get involved in the real execution of change and transformation, rather than just talk the talk. In fact, the senior management team would consider them a lightning rod for the disaffection of change.
Brendan Lynott, formerly Distribution Director, PTSB
We needed seismic cost reductions, in addition to wanting to empower staff, motivate them and improve morale in the context of the banking crisis. Expertivity brought significant support to our senior management team and staff.
Brian Lande, Head of Business Design, Strategy and Planning, Bank of Ireland
Expertivity brought a sense of calm, a can-do attitude and the fortitude to navigate their way through high-pressured situations. They are good at simplifying very complex matters, understanding personalities and navigating change.
Marie Killeen, General Manager, Office of the National Director for Strategic Planning and Transformation, HSE
We were involved with Expertivity in a major change management programme to reduce costs by 30%. As part of the solution Expertivity embedded their ServiceForce operations management system to help manage capacity and deliver improved efficiencies. Put simply, they delivered the required results.
Celine Singleton, former COO, Rabobank
Expertivity has provided my staff with a solid understanding and a repeatable methodology to improve and change their own workplace.
Wendy Hamilton, COO, Netwatch Systems
The Enterprise Ireland Lean Programme that Expertivity delivered allowed us to optimise and standardise most key business processes. It improved our competitiveness, and that enabled us to acquire additional customers and improve our profitability at the same time.
Niall Byrne, Director, KTL
Find out where your organisation stands
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