The Exeter — Phase 04
Task Redesign Blueprints
Before-and-after process redesigns for the 7 highest-impact tasks. Current state pain points, proposed changes, and expected impact.
These blueprints focus on the tasks where redesign will remove the most failure demand. Each one maps the current process (with its pain points), the proposed redesign, and the measurable impact. "Good" doesn't always mean fewer steps — it means the right outcome for the member, first time.
Cancellation (End-to-End)
Retention
Critical
Current Process
Member calls to cancel
→
Highway note creates task to admin mailbox
→
Admin picks up from queue
→
Cancel DD manually
→
Cancel policy on system
→
Write manual letter to member
→
Write manual letter to broker
→
Notify Finance
→
Finance checks cancel date
→
Process refund if due
Pain Points
- 3 separate cancellation processes across Highway, SSG, and Finance
- Manual letters to member and broker at every step
- Admin queue creates 1–5 day delay on a task the member expects immediately
- Finance hand-off adds second queue — member chases, creating failure demand
- Highest complaint linkage of any task group (5/5)
Proposed Redesign
Member requests cancellation
→
System validates and cancels policy
→
Auto-generate confirmation to member + broker
→
Auto-cancel DD and trigger refund if due
→
Finance receives completed notification only
- Single process regardless of system (Highway/SSG)
- Auto-generated letters replace manual drafting
- Finance notified post-completion, not mid-process
- Member receives confirmation same day, not 5 days
~1,100
tasks/month affected
5 → 0 days
admin queue eliminated
3 → 1
process variants
Change of Address
Change of Party
Critical
Current Process
Member notifies new address
→
Input new details on system
→
Update all party records
→
System produces multiple letters
→
Admin manually checks each letter
→
Letters posted
Pain Points
- System generates letters that admin must manually review — pure waste
- Highest volume task in Change of Party (480/month)
- SSG process is simpler but runs in parallel, creating inconsistency
- No confirmation to member until letters arrive by post
Proposed Redesign
Member notifies new address
→
System updates all records
→
Auto-confirm via email/SMS
→
Letters auto-generated (no manual check)
- Remove manual letter-checking step entirely
- Instant digital confirmation to member
- Self-service option via portal for broker/member
- Single process across Highway and SSG
~700
tasks/month affected
5 → 0 days
admin processing time
Reinstatement Request
Retention
High
Current Process
Member requests reinstatement
→
Check if within terms
→
If not — manager authorisation needed
→
Reinstate policy
→
Send manual letter
→
Copy Finance to reinstate DD
→
7-day payment window
Pain Points
- Manager authorisation creates bottleneck for out-of-terms requests
- Manual letter adds 1–5 days to an urgent process
- Finance hand-off to reinstate DD is another queue
- 14-day reinstatement is a separate process for the same outcome
Proposed Redesign
Member requests reinstatement
→
Rules engine checks eligibility automatically
→
Auto-reinstate + auto-confirm
→
DD reinstated automatically
→
Exception queue for out-of-terms only
- Merge 14-day and standard reinstatement into one process
- Rules-based auto-approval for in-terms cases (majority)
- Only exceptions need manager review
- DD reinstatement triggered automatically, no Finance hand-off
~325
tasks/month affected
2 → 1
process variants
New DD Instruction
Financial
High
Current Process
Member provides bank details
→
Manually input into DD screen
→
FFP mandate attached to policy manually
→
Send acknowledgement
Pain Points
- Entirely manual data entry — high error risk
- 240 tasks/month of pure keying work
- Errors trigger complaint categories: "Premium: Collected wrong amount", "DD indemnity claim"
Proposed Redesign
Member provides bank details
→
API validates sort code/account
→
Auto-populate DD and mandate
→
Auto-acknowledgement email
- Eliminate manual keying entirely
- Bank validation catches errors at source
- Direct reduction in premium-related complaints
~240
tasks/month affected
100%
automatable
Callbacks (SSG + Highway)
Claims
High
Current Process
Member needs callback
→
Task created in Highway/SSG
→
Sits in mailbox or task queue
→
Agent picks up and calls
Pain Points
- 610 callbacks/month — one of the highest-volume tasks
- Queue-based, no scheduling — member doesn't know when to expect the call
- Missed callbacks generate repeat contact (failure demand)
- Two separate processes for the same task (SSG vs Highway)
Proposed Redesign
Member needs callback
→
Scheduled callback with time slot
→
Auto-reminder to member (SMS/email)
→
Agent sees context before calling
- Scheduled slots reduce missed callbacks dramatically
- Auto-reminder sets member expectation
- Context carried forward — member doesn't repeat themselves
- Single process regardless of source system
~610
tasks/month affected
2 → 1
process variants
Complaint Handling
Complaints
Critical
Current Process
Complaint received
→
Allocated to team manager via Aptean Respond
→
72-hour response for level one
→
Notes manually added to SSG separately
Pain Points
- Complaint data lives in Respond but case notes live in SSG — double handling
- Manager allocation creates bottleneck (250 complaints/month)
- 72-hour SLA pressure with manual processes underneath
- Root cause analysis happens after the fact, not during
Proposed Redesign
Complaint received
→
Auto-categorise and route by type
→
Handler sees full member history in one view
→
Root cause tagged at point of resolution
- Single view of complaint + policy + history (no SSG/Respond toggle)
- Auto-routing by complaint type reduces manager allocation overhead
- Root cause captured at resolution, not retrospectively
- Enables real-time dashboards on complaint patterns
~250
complaints/month affected
72 hrs
SLA protected by reducing admin overhead
Re-issue Documents
Financial
High
Current Process
Member/broker requests documents
→
Print letter manually
→
Envelope with additional docs/brochures
→
Note on policy
→
Post
Pain Points
- 190 tasks/month of printing, stuffing envelopes, and posting
- Physical process in a digital age — 5-day SLA for a document that exists digitally
- Member chases if documents don't arrive — "Delay: Processing a request" complaints
Proposed Redesign
Member/broker requests documents
→
Digital document generated
→
Emailed / available on portal
→
Post only if specifically requested
- Digital-first delivery — instant for email/portal
- Physical post becomes exception, not default
- Self-service download from member/broker portal
~275
tasks/month affected
5 days → instant
delivery time for digital