Energy and Operational Optimisation Project

• By utilising our change method and standard operating procedures, achieved an 80% reduction in adjustments to the contracts over seven months, equating to £26k per month 
• This improvement trajectory was estimated to be able to deliver a further £10k per month, year on year 
• Because of the clear and measurable results from using our services, the original six-week contract was further extended four times.

The organisation had recently commenced a reporting and measures recovery programme for three of their Private Finance Initiative contracts, and we were asked to support on this project, specifically to review the current processes and introduce a standard, efficient approach across all four PFIs.

• We reviewed the existing process maps and referenced them against performance standards documents to ensure all deliverables were achievable
• Conducted process mapping workshops to look at Customer Care, and processes to identify the lowest performing activities within the four contracts
• Hosted two mapping workshops on routine maintenance and asset management
• Ran two current state mapping workshops on Reactive Maintenance, Scouting and CMS
• Mapped out a Customer Care future state process, which was digitised
• Put together an action plan to bridge the gap from the current state to the future actions and results
• Ensured all performance standards were captured
• Led on two further future state workshops for Asset Management and Routine Maintenance
• Created a new Standard Operating Procedure template along with generating templates for all seven Customer Care process steps
• Developed KPIs to demonstrate system data input quality and SOP conformance