While aiming to be the premier pensions administrator for the public sector, LPPA faced critical hurdles following the rapid deployment of new technology.
LPPA
Helping LPPA to become the partner of choice for the public sector
Service Delivered
Expert: SME
SME
Public Sector
Result
£483k in Potential Savings
The challenge
The client’s need:
LPPA approached Avocado55 to address systemic operational challenges that were impacting both staff efficiency and the member experience:
Manual Inefficiency: A heavy reliance on spreadsheets and manual workarounds to bypass system limitations.
Process Roadblocks: Inefficient contact center processes leading to high levels of “failure demand”.
Service Gaps: A lack of clear case ownership, which resulted in a poor experience for pension members.
Our Strategic Approach
Avocado55 provided a comprehensive Scope & Engagement plan to stabilise operations and provide a roadmap for future innovation.
Strategy Refresh: Aligning all stakeholders to a unified set of Strategic Tools, including a clear Vision, Mission, and Values.
Target Operating Model (TOM): Gaining agreement on a member-focused operating model designed for long-term success.
Process Re-engineering: Optimising key workflows to eliminate failure demand and improve first-time resolution.
Demand Planning: Harnessing data to embed practices that allow for informed, proactive decision-making.
Technology Assessment: Identifying opportunities for peripheral technology to improve overall service capability.
The impact
Our engagement delivered a clear framework for operational excellence and significant cost-saving opportunities.
68 Recommendations to Improve Efficiency: Providing a detailed roadmap for continuous operational refinement.
£483k Saving Proposal: Identifying substantial cost-reduction opportunities through optimised ways of working.
39 Domain-Specific Design Principles: Establishing a rigorous framework for future service and system design.
Revised Contact Model: Implementing a member-focused culture with a new emphasis on case ownership and first-time resolution.
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