digital respond, recover, thrive workflow...1 –understand the required mindset shift 3 –embed...

© 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



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


DigitalWorkflow


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.


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


10


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


12


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


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


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


For further information please contact

Simeon Moss

Director, Advisory

DeloitteEmail: [email protected]

Tel: +44 20 7007 6317

Steve BarreyDirector, Risk Advisory


Tel: +44 20 7007 7971

Jim FieldingDirector, Risk Advisory


Tel: +44 7970 986305

Marc HamannManager, Risk Advisory


Tel: +44 7971 776155

Elizabeth Langley-JonesManager, Risk Advisory


Tel: +44 75 8628 5612


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.


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