01 — The Challenge:
Addressing Inefficiencies in Internal Case Management
In the Tech Services department at ADP, we were facing a significant issue with the volume of internal requests that fell outside the scope of our team's responsibilities. These "out-of-scope" cases were creating several challenges:
Operational Disruptions
Out-of-scope cases diverted focus from priority tasks, leading to inefficiencies and delays in handling essential requests.
Increased Workload
The rise in irrelevant cases strained our resources and reduced our ability to manage priority cases effectively.
Undefined Responsibilities
There was ambiguity across departments regarding case ownership, resulting in confusion and misdirected requests.
The goal was clear:
Identify the volume and nature of these out-of-scope cases, understand their impact, and propose a solution to reduce them for better operational efficiency.
02 — The Solution:
Optimizing the Case Handling Process
To address these challenges, I followed a structured approach to analyze the situation and identify the root causes:
Data Analysis
I started by analyzing six months of historical case data, segmented by region. This allowed me to uncover trends and disparities across different teams.
Identifying Out-of-Scope Cases
By reviewing case notes and descriptions, I identified cases that fell outside the department's scope. To streamline this process, I utilized my expertise with ADP's Workforce Now platform to create a set of relevant keywords, which helped filter and classify cases more efficiently.
Collaborative Insights
I worked closely with experienced employees from other departments to better understand their responsibilities and the scope of their cases, ensuring a comprehensive understanding of the issue.
Data Visualization
I compiled my findings into an Excel dashboard, offering a clear breakdown of internal case types, regional distribution, and the departments involved. This dashboard highlighted areas where additional training was necessary.
03 — The Impact:
Improving Efficiency and Cross-Department Collaboration
The insights gathered through data analysis and collaboration resulted in several key improvements:
Reduction in Out-of-Scope Submissions: A 20% decrease in the submission of out-of-scope internal cases was achieved, directly reducing the burden on the Tech Services team.
Streamlined Case Coding: A more efficient and consistent case coding process was implemented across departments, helping to correctly categorize cases from the outset.
Targeted Training Initiatives: Tailored training programs were introduced, focusing on the specific needs of each region. These programs ensured that departments understood their responsibilities and how to properly manage internal cases.
Improved Efficiency: With fewer out-of-scope cases, the Tech Services team was able to resolve in-scope cases more efficiently, significantly improving turnaround times.
Enhanced Cross-Department Collaboration: The initiative fostered better communication and collaboration between departments, ensuring that cases were properly routed and handled without unnecessary delays.
04 — Conclusion:
Transforming Internal Case Management for Greater Efficiency
By optimizing the internal case management process, ADP’s Tech Services department was able to significantly improve efficiency, reduce operational bottlenecks, and enhance cross-departmental collaboration. Through careful analysis, targeted interventions, and the use of data-driven tools, the initiative led to better resource allocation, faster case resolution, and a more streamlined internal operations process.