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© 2020 Deloitte LLP. All rights reserved.
Respond, Recover, ThriveChannel Islands Advisory digital
transformation webinar series16 June 2020
DigitalWorkflow
Contents
01
03
02
Introduction
• Introducing your team today
• Recover and Thrive through digital transformation
Q&A
Main Presentation
• Challenges businesses face in their workflows and processes
• What to businesses require from a workflow tool?
• CMS – our flagship workflow tool
• CMS – demonstration
1© 2020 Deloitte LLP. All rights reserved.
Introduction
2© 2020 Deloitte LLP. All rights reserved.
© 2020 Deloitte LLP. All rights reserved.
Our digitally themed webinars focus on Recovery as a journey highlighting how having a clear digital strategy in place is more important than ever
1 – Understand the Required
Mindset Shift
3 – Embed Trust as the
Catalyst to Recovery
2 – Identify and Navigate
the Uncertainties and
Implications
4 – Define the Destination, and
Launch Recover Playbook
OUR WEBINARS SUPPORT FIVE IMPERATIVES WITHIN “RECOVER” TO GUIDE THE BUSINESS FROM “RESPOND” TO “THRIVE”
R E C O V E R
R E S P O N D
T H R I V E
3
Future of Work
Understanding RPA, Cognitive &
Intelligent Documentation RPA – scaling and digital roadmap
CBS – Building digital workflows
5 – Learn From Others’ Successes
Cyber Response
Intelligence Services
Customer Support
Future of Work
True Voice
R E S I L I E N T L E A D E R S H I P : B U S I N E S S R E C O V E R Y F R O M C O V I D - 1 9
Shaping the Future through Digital Business
4© 2020 Deloitte LLP. All rights reserved.
DigitalWorkflow
7© 2020 Deloitte LLP. All rights reserved.
8
Challenges in delivering projects or processes with large numbers of items
Remediation, repapering, case handling, customer outreach, incident management, data migration, contract negotiations.
Management Information (MI)Minimal and inaccurate MI that is not
easily visualised or shareable with stakeholders.
WorkforceInability to know easily if workforce are
meeting high standards. Manual performance management.
QualityHard to ensure the quality of tasks
performed is high and not compromising customer/stakeholder satisfaction.
GovernanceLack of data and reporting across systems to apply appropriate governance and control.
SpeedDiffering projects in size and scope can mean lengthy setup timelines resulting in heightened costs.
RepetitionLack of intuitive data resulting in little process improvements and the same
challenges appearing.
DisjointednessFragmented systems to manage each
part of the project process with no single source of truth. Time spent updating
systems and managing moving parts.
Alignment ControlEach team member can handle work items differently without a defines process and enforced tasks/steps.
8© 2020 Deloitte LLP. All rights reserved.
9
Catering To Your Workflow Needs
What do you need from a workflow or case handling tool?
Proven Configurability Centralized
Scalability
Governance and Control
Integration Capabilities
Continuously Improving
Flexibility
9© 2020 Deloitte LLP. All rights reserved.
10
10© 2020 Deloitte LLP. All rights reserved.
Deloitte’s Digital Workflow
Digital Workflow is a bespoke, configurable solution responding to the dynamic nature of case/items handling and workflows, and is engineered to be robust and easily scalable.
projects set up
25+
5 million+
2,500+
cases/items processed
users
11
Digital Workforce / Robotics
Process Automation (RPA)
Document Management
Systems
Customer Communication
Systems (Telephony etc.)
Voice Analytics with
TrueVoice™
Introducing Digital Workflow
Incoming volume of items from data sources, systems,
people or businesses
Consolidation, input and tracking of items in CMS
Items go through bespoke workflows that are pre-defined or configured
by client
Customer Contact
Processing tasks
Data input
Document upload
Calculations
Pay-outs
Checklists
Quality checking
Accreditation
Report building
Workflow configuration
(or can be automated within
tool)
Complete cases/items
Advanced Management
Information (MI)
Detailed reporting and data
Payment calculation results
Team using CMS handle:Integration capabilities Output:
Ongoing CMS is tailored by clients to be used across the
business
END
11© 2020 Deloitte LLP. All rights reserved.
12
12© 2020 Deloitte LLP. All rights reserved.
Digital Workflow – Features & Functionality
Although Digital Workflow can be used for any workflow situation, it is almost entirely modular, with a large number of modules that can be tailored to fit your requirements.
Account
Dashboard
User/Access
Management
Performance
Management
Case
Allocation
Workflow
Compliance
Letter
Generation
Audit Trail
History
Status Driven
Workflows
Management
Information
Flexible Data
Extracts
Deadlines/
Escalations
Quality
Checking
Contact
Information
User Dashboard
Management InformationKey Modules
Data Entry and
Collection
Dynamic Case
Sampling
User
Accreditation
Document Upload/
Management
Configuration
Toolkit
Diary and
Calendar
Pay-out
Calculations
13
13© 2020 Deloitte LLP. All rights reserved.
Deloitte’s Digital Workflow Tool
DEMO
14
Client Success Stories
We have a footprint across a range of industries, below are a few examples credentials.
Financial redress centre - Large Commercial BankTool implemented with an existing client to bring governance and control around a new Redress Centre of Excellence for ongoing financial remediation operations and processes. Most configurable version of the tool implemented.
Automated letter processing - Financial Services ProvidersCMS with integrated OCR & AI technology solutions was used to automate letter processing for more than 3 million letters. This was hosted in the cloud to be scalable and flexible. 200k documents per day were processed with high accuracy. Letter processing was automated for 85% of cases.
97% accuracy processing documents
Projected net benefit of £5 million
Contract negotiation - Corporate banks and Law FirmDeloitte collaborated with a large law firm to provide a cloud based workflow tool on behalf of 8 corporate banking clients to aid contract negotiation operations and processing. Rapid MVP deployment of CMS in under a month.
4 week rapiddeployment
Subsequent projects for 2 banks
Extending existing client relationship
Highly configurabletool version upgrade
Annuity review - 2 multi-national life insurersRobotics Process Automation (RPA) and complex logic used to automate the financial redress calculation processes. Hybrid deployment of cloud and client infrastructure. Integration with clients internal systems was used via APIs.
500+ daily users of the tool
Integration with clients systems
PPI remediation - Large retail bankLarge-scale case handling project with huge data migration piece with complex logic. We supplied a Deloitte hosted workflow tool to support the operation. Resulted in improved Management Information (MI) identifying exceptions and process bottlenecks. 600+ daily users, 80k+ cases.
150+ RPA robots deployed
Migration of >50k data items from
Covid-19 Response - Large retail bankLarge-scale collections operation using a workflow tool to compliment client systems and support the operation, including a full accreditation and sampling module to support the quality function.
Rapid turnaround in response to pandemic
Covid-19 response opportunity
14© 2020 Deloitte LLP. All rights reserved.
15
Catering To Your Workflow Needs
What do you need from a workflow or case handling tool?
Proven Configurability CentralizedScalabilityGovernance
and Control
Integration
Capabilities
Continuously
ImprovingFlexibility
Save time and money
Increase visibility
Boost productivity
15© 2020 Deloitte LLP. All rights reserved.
For further information please contact
Simeon Moss
Director, Advisory
DeloitteEmail: [email protected]
Tel: +44 20 7007 6317
Steve BarreyDirector, Risk Advisory
DeloitteEmail: [email protected]
Tel: +44 20 7007 7971
Jim FieldingDirector, Risk Advisory
DeloitteEmail: [email protected]
Tel: +44 7970 986305
Marc HamannManager, Risk Advisory
DeloitteEmail: [email protected]
Tel: +44 7971 776155
Elizabeth Langley-JonesManager, Risk Advisory
DeloitteEmail: [email protected]
Tel: +44 75 8628 5612
16© 2020 Deloitte LLP. All rights reserved.
This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte LLP accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.
Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London, EC4A 3HQ, United Kingdom.
Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms.
© 2020 Deloitte LLP. All rights reserved.