Demand Dashboard
Where demand clusters across task groups and complaint categories — the data that drives prioritisation.
Task Volume by Group
Monthly task volume across the 11 groups. Retention, Change of Party and Financial & Admin dominate — together they account for over 60% of all tasks.
Complaint Volume by Category
Customer Service complaints dominate — delays, letters, and failures to follow instructions. Combined with Payments & Premium, these two categories account for the majority of regulated complaints.
Top 10 Complaint Sub-Categories
The specific sub-categories that fire most often. These are where system-level fixes will have the most visible impact on complaint volumes.
The top 4 sub-categories — all process and delay related — account for nearly 30% of all complaints. These are not product problems or policy decisions. They are system-generated failure demand that redesigned processes can eliminate.
Failure Demand Estimate
Failure demand is contact that exists only because the system didn't do the right thing first time. It shows up as chasers, repeat calls, and complaints about delays.
Value demand = the member has a legitimate need. Failure demand = the member is chasing something we should have done right first time.
If the 7 task redesigns on the previous page were implemented, the estimated failure demand reduction is 1,200+ contacts per month — roughly half of the current avoidable volume. Each avoided contact frees capacity for value demand, improves member experience, and reduces complaint risk.