CAPITA

HR DIRECT SERVICE REDESIGN

Redesigned Capita's HR Direct service for the BBC, transforming outdated processes into an efficient, automated system that cut case handling time by 40% and reduced rework by 60%.

BACK

CAPITA

HR DIRECT SERVICE REDESIGN

Redesigned Capita's HR Direct service for the BBC, transforming outdated processes into an efficient, automated system that cut case handling time by 40% and reduced rework by 60%.

THE CHALLENGE

Capita's HR Direct service for the BBC was overwhelmed with outdated processes, manual interventions, and quality issues — leading to low satisfaction, high rework, and poor productivity.

KEY CHALLENGES

Outdated manual processes causing delays and errors
High volume of repeat contacts and rework
Low service satisfaction scores from BBC employees
Lack of standardized procedures and knowledge sharing
Inefficient triage and case routing processes
Need for scalable shared services model

SOLUTION

Sans Souci redesigned the service model to transform Capita's HR Direct service into an efficient, automated system that improved productivity and satisfaction.

Delivered full service and process mapping

Introduced SLAs and automated triage workflows

Created self-serve tools and knowledge content

Deployed SOPs and trained HR agents

Implemented standardized procedures and quality controls

Established scalable shared services framework

RESULTS

The service redesign delivered significant improvements in efficiency, quality, and satisfaction, enabling a leaner, more scalable shared services model for the BBC.

Cut HR case handling time by 40%

Reduced repeat contacts and rework by 60%

Increased service satisfaction scores

Enabled a leaner, more scalable shared services model

Improved agent productivity and knowledge sharing