---
title: Sans Souci
description: Sans Souci helped Capita transform HR support for the BBC, cutting handling time by 40% and rework by 60% with automation and service redesign.
---

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 Redesigned Capita's HR Direct service for the BBC, transforming outdated processes into an efficient, automated system that cut case handling time by 40% and reduced rework by 60%.

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 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 Redesigned Capita's HR Direct service for the BBC, transforming outdated processes into an efficient, automated system that cut case handling time by 40% and reduced rework by 60%.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 Capita's HR Direct service for the BBC was overwhelmed with outdated processes, manual interventions, and quality issues — leading to low satisfaction, high rework, and poor productivity.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- Outdated manual processes causing delays and errors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

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