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Case Study: Processing Centre Consolidation
iPSL Capabilities – Reconciliations Management, Operations Efficiency
Client Situation
- >400+ Full Time Equivalents (FTEs) working on ‘home’ and ‘away’ fraud and technicality checking for high value items, across 10+ sites
- Internal Site and FTE rationalisation initiatives were hitting the limit of their potential
- Required external assistance on further aggressive cost rationalisation
iPSL Engagement
- Combined programme management and steering mechanisms
- Strong links to client IT functions
- Secondment of key client personnel
- Openness to new tools & processes
- iPSL owned business operational design, informed by client subject matter experts
- Strong peer-to-peer working relationships
- Three executive sponsors from iPSL
- On time, within budget delivery
Results For Our Clients
- Immediate 15 per cent operational efficiency gain, with further 20 per cent expected over the next year – ahead of client’s expectations
- Fraud detection rate improving. iPSL non-image standard 92 per cent+
- Release of premises space for re-deployment
