Business Update
Transcript: Availability Exceeds Target Key Performance Highlight Performance metrics indicate that our availability has exceeded expectations, achieving a remarkable increase of 22% compared to the previous year-to-date figures. This improvement is a testament to our team's commitment to enhancing service quality and operational efficiency. Improved Service Quality in Customer Interactions Enhancements in Internal Operations Rejoining Team Members Recent customer feedback indicates a noticeable enhancement in service quality for both inbound and outbound calls, reflecting positively on our team’s efforts to address previous concerns and improve overall customer experience. The upcoming changes in our internal operations will enhance team dynamics and streamline processes, fostering a more collaborative environment. Amreeta and Laura are officially rejoining the team, bringing valuable experience and insights that will contribute to our collective success. Q1 Business Update This presentation will cover the latest internal announcements, updates on team members, customer feedback, performance metrics, and insights into our collaborative leadership approach, ensuring all stakeholders are informed and aligned with our strategic goals. Exciting Announcements Celebrating Anniversaries Sara - 4 Years Lisa - 12 Years Prabhnoor - 1 Year Sara completes 4 years with us, demonstrating commitment and collaborative spirit throughout her journey. Lisa has been a dedicated member of our team for 12 years, contributing significantly to our success. Prabhnoor marks his first anniversary with us, and we look forward to many more successful years together. Team Reinforcement with New Members 79 New Claims Lodged We are pleased to announce that Amreeta and Laura have rejoined our team, strengthening our capabilities and fostering collaboration. In the period of October and November, we successfully lodged 79 new claims, demonstrating proactive engagement in our claims process. Additionally, we have 1,093 open NF claims, which is the first time we have fallen below the 1,100 threshold, indicating a positive trend in our claims management. General Updates: Modernisation Pathway 112 Claims Closed Operational Performance Highlights The closure rate for claims has shown improvement, with 112 closures recorded for the same reporting period last year. This reflects our efforts to streamline processes and enhance efficiency in claims resolution. 79% of Liabilities Addressed Overall, 79% of our liabilities have been addressed within 30 days this November, compared to a FYTD result of 73%. This improvement underscores our commitment to timely claims processing. MyJourney BPS Program Ready New Laptop Rollout Live Cloud Migration Initiated Verint Upgrade Underway The MyJourney BPS program is prepared for rollout by late 2024, aiming to enhance our business processes and customer experience significantly. A new laptop rollout is currently being implemented, ensuring that all team members have access to the latest technology to enhance productivity. The migration to cloud solutions is set to improve data accessibility and collaboration across teams, streamlining workflows and processes. The Verint system upgrade is currently in progress, marking a significant step in enhancing our operational capabilities and efficiency. Relocations Within the Team Farewell to a Team Member Ash, Monique, GiGi, and Prabhnoor are set to relocate by the end of the year, and efforts are ongoing to retain them within the MAC team. Their contributions have been valuable, and their potential transition will be monitored closely to ensure continuity. Anita will be departing early next year, marking the end of her time with us. Her contributions will be missed, and we wish her all the best in her future endeavors. Customer Satisfaction Trends Analyzing monthly survey data reveals key insights into customer engagement and satisfaction levels. Key Actions to Complete Before Year-End 2 1 Current Month 4 customers expressed dissatisfaction with their experience. 5 customers reported being extremely dissatisfied. The survey collected a total of 163 responses, indicating overall customer sentiment. 18 Total Satisfaction 3 respondents rated their experience as neutral. Only 48% of respondents felt satisfied, indicating room for improvement. Complete Compliance Training Plan Personal Development Goals Achieve Year-End KPIs Ensure you have completed all required compliance and training modules prior to any leave you may take. Set your goals for the upcoming year to align with personal and professional development. Focus on achieving key performance indicators as the year wraps up to ensure success. Collaborative Leadership Excellence The awards celebrate individuals who have gone above and beyond to demonstrate exceptional collaborative efforts, ensuring that teams work cohesively towards shared goals. Key Themes for This Year Trust and Support Recognition The Trust award acknowledges