West Sussex County Council Meets Statutory Service Delivery Goals with Verint Operations Manager

West Sussex County Council is the authority that governs the non-metropolitan county of West Sussex in the South of England.

The results

  • Increased performance productivity from 91% to 97%.

  • Manages more than 3,000 tasks with just 250 team members.

  • Adheres to rigorous KPIs for service delivery and performance.

west-sussex-county-council-logo

Fine-tune operations with Verint Operations Manager

Fast forward six years from the initial implementation and 250 Capita staff now administer more than 3,000 tasks on behalf of West Sussex County Council. Many of these processes relate to highly sensitive public services, such as social care, child protection, or education psychology. Using Verint Operations Manager, the team can ensure these tasks are completed by the appropriately skilled person, within the agreed statutory timeframe.

“We live and breathe Verint Operations Manager,” exclaims McLeod. “I couldn’t cope without it! Every day, we rely on it to allocate Council work to individual team members, based on task priority, skills, availability, and other criteria. Some 88 tasks have KPIs ranging from two hours to 18 days, and with the Verint solution we can effectively allocate each one.”

Team managers also share a timely, connected view of performance, which is reviewed daily. “We monitor metrics such as who are the top performers, the number of outstanding hours, and turnaround times,” explains McLeod. “We are using these critical insights to fine-tune our operations and optimize the allocation of work.”

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.

Featured Verint solutions

  • Operations Manager

    Ensure end-to-end service and quality goals are met
  • Back-Office Operations

    Modern back-offices are able to reduce costs while improving CX. Learn what better looks like

Read more customer case studies