Client Stories

PERFORMANCE AUDIT - DISABILITY SERVICES RISK MANAGEMENT

Disability performance audit - case stud

Are we able to capture complaints, risks, incidents effectively and efficiently?

 

Can we improve our process, or how we capture data, for better customer outcomes?

 

 

The brief
  • A large disability services provider. They had implemented a new system to capture risks, incidents, complaints and other customer feedback.

  • The performance audit had two primary focus areas:

    • Effectiveness - was the system for managing incidents, risks and complaints fit for purpose in the new operating environment - particularly in light of the changes that were expected with the rollout of the NDIS?

    • Efficiency - were there opportunities to improve how the system is used as a business intelligence tool to better support management decision-making?

 

The work included
  • Assessment of management of incidents, risks and complaints against relevant Australian Standards and industry better practice

  • Risk profiling and priority targeting of hundreds of sites across 4 states

  • Testing system functionality for capturing mandatory minimum data, and the completeness and quality of the data

  • Linkage and analysis of seven years of structured and unstructured data from several systems, with performance benchmarked against the sector

  • Visualisation of analysis in dynamic dashboards

 

Outcomes
  • Assurance that appropriate data is being captured for regulatory reporting

  • Purpose built dashboards and reports for management to accurately monitor, assess and respond to issues as they arise

  • Development of relevant performance metrics and reporting to support ongoing performance improvement

3rd PARTY (PARTNER)REVENUE INTEGRITY

Justice

Recalculating referral payments to provide assurance that 3rd party revenue is complete and accurate. 

Not sample based (full data population used)

The brief
  • This financial services organisation has referral arrangements with partners

  • For successful referrals to those partners - referral revenue is earned

  • How accurate and complete are the associated calculations and payments?

 

The work included
  • Evaulating relevant data - for 12+ months, full population

  • Recalculating expected referral revenue and comparing to actual

  • Identifying potential leakages

  • Finding opportunities to enhance controls (including data quality), to minimise leakage and to improve customer service.

 

Outcomes
  • Assurance regarding completeness and accuracy (with a reasonable error threshold). 

  • Other system / process issues identified and associated remediation activities considered, including:

    • Incorrect commission rates for a small number of accounts

    • Invalid application of discounts

    • Data quality improvements for better automated matching

 

Click here to read a related blog post - particularly if you have 3rd parties that deal directly with your customers

DEPOSITS - KEEPING PROMISES

Credit Assessment

Assurance that bank-initiated transactions are complete and accurate.

Not sample based (full data population used).

The brief
  • This financial services organisation has hundreds of thousands of customers.

  • The wanted to know: Are we keeping our promises? Are deposit accounts handled correctly?

 

The work included
  • Evaluating relevant data - for 12+ months, full population

  • Recalculating all bank-initiated transactions (i.e. interest and fees)

  • Custom processes and techniques to deal with lots of poor quality data. 

 

Outcomes
  • Assurance regarding completeness & accuracy - at individual account level

  • System / process issues identified - associated remediation activities planned, incl:

    • Overpayments and underpayments

    • Preferential rates offered to ineligible customers

    • Inaccurate rollover parameters (for term deposits)

    • Incorrect manual adjustments (e.g. penalty transactions)

AN EVIDENCE BASE TO INFORM WORK PRIORITIES, BUSINESS PLANNING AND DECISION-MAKING

Market Analysis

How can we better monitor council performance and relevant risk indicators - transitioning to an evidence based (data-driven) decision-making regime?

The brief
  • A government department that works with local councils across the state. They analyse local government data to help improve performance and governance.

  • Keeping track of the masses of data from each of the 77 councils is no easy feat
  • The department was looking for a solution to enable insights and better decisions.

  • This would allow them to provide better support to each council.

 

The work included
  • Defining the requirements and possibilities. Using the project team's experience in risk management, performance monitoring and analytics solutions

  • An agile project, with 6 x 2-week sprints

  • Iterative delivery of analysis involving over 60 sets of data - open and proprietary - structured and unstructured

 

Outcomes
  • A single solution for insights - enabling evidence based prioritisation, planning and decision-making

 

Click here to hear what the project sponsor thought about the project

THE ART OF THE POSSIBLE: FASTER, BETTER COMPLAINTS HANDLING

Drone Over the Mountains

Identifying if / how the data could inform potential projects involving economy, efficiency & effectiveness.

Bringing together 10 years' of open and proprietary data from 3 agencies

The brief
  • Three state government agencies with complementary service focus areas

  • Can joining up their data provide new collective insights or matters of significance?

  • Could the data inform projects to enhance economy, efficiency or effectiveness?

 

The work included
  • A process and data discovery exercise

  • Linking and analysing 10 years’ worth of data from each agency

  • Outlining what would be possible with the available data

  • Agile approach, iterative delivery of insights

 

Outcomes
  • Specific actions to unlock value from joined-up data

  • New insights and a roadmap for using a data- and tech-augmented approach to other services/functional areas.

PROCUREMENT OPTIMISATION

PROCUREMENT OPTIMISATION

Identifying opportunities for optimisation:

  • buying efficiency

  • better reporting

  • enhanced inventory management

The brief

A state government agency with significant annual spend on goods and services.

They wanted to improve aspects of the procurement process - simultaneously:

  • reducing the level of off-catalogue spend

  • reducing the buyer workload

  • making it easier for requisitioners

 

The work included
  • Analysis of unstructured (free text) data using Natural Language Processing
  • Automatically linking analysis outputs to established process & systems to minimise impact on users

 

Outcomes
  • Custom data- and tech-augmented approach to:

    • Further reduce contract leakage

    • Improve inventory handling (e.g. ordering, usage & logistics)

    • Reduce manual effort

    • Enable focus on supplier relationship management

  • Finding items that were distorting spend analysis because they were not allocated properly. For example, put into the wrong category.