“The Perform Plus programme has given everyone the chance to have a voice. I see more collaboration now; I hear more open discussions about things that are going well and any challenges there may be that need unblocking. This programme has brought people together to have meaningful conversations about how we can do things differently, ultimately to improve customer and employee experience”
UKSBS adopts PwC's Perform Plus to transform customer service
Overview
UKSBS' major transformation programme is well underway to realise their ambitious vision to become the leading public sector shared service provider by 2029. In partnership with PwC, UKSBS has adopted Perform Plus, a coaching and development programme designed to empower teams to drive continuous transformation through improving ways of working.
UKSBS has an ambitious transformation and change programme, and their partnership with PwC, their Managed Service Partner (MSP), has provided support on existing change programmes, and enabled the exploration of new initiatives, along with continuous improvements to core business as usual activity.
Our approach
In October 2023 the UKSBS Operations teams took part in an Operational Excellence diagnostic. A 5-week exploration of ways of working which helped PwC to prepare a recommendation of a solution to help UKSBS build on its customer service delivery. The feedback from the exercise proved invaluable and the PwC recommendation, was to implement the Perform Plus programme.
Developed by PwC, Perform Plus, is a coaching and development programme designed to empower teams to drive continuous transformation through improving ways of working.
Perform Plus represented an opportunity for UKSBS to further invest in its people and evolve ways of working across services using a people-centric approach. While work and job roles continued as usual, adopting the Perform Plus ways of working aimed to build on the opportunities and challenges raised through the diagnostic, and create a foundation for continuous transformation.
Benefits
The introduction of the Perform Plus ways of working has supported the continued focus on enhancing customer experience in service delivery across UKSBS. Following the initial recommendation, the HR, Customer Support Service, and most recently Payroll teams have adopted programme and Finance teams are set to complete their journey in August 2024.
Within UKSBS HR and Customer Service teams, adoption of the Perform Plus ways of working remains high, with 86% active users on average, and employees setting 5 goals per week. We have seen a 25% increase in the number of employees who agree that they can see the link between their goals and the overall direction of the business. 82% of employees also now agree that their team regularly raises and discusses issues affecting the delivery of their work.
UKSBS is continuing to enhance in-house capability, developing the skill sets of its colleagues who have been working alongside PwC to support teams as Coaches and Ambassadors for the programme.