Case Study: West Sussex County Council achieves 97% productivity with Verint Operations Manager

West Sussex County Council boosts productivity from 91% to 97% with Verint Systems

West Sussex County Council, administered by Capita, faced challenges with inefficient, manual paper-based processes for allocating administrative tasks. This lack of visibility into work allocation and process journeys made it difficult to manage performance and meet statutory KPIs. To address this, they turned to Verint and implemented Verint Operations Manager.

The solution automated work allocation using a bot based on skills and availability, providing managers with performance dashboards. This allowed the team to forecast workloads and fine-tune operations. As a result, Verint helped increase productivity from 91% to 97%, enabling 250 staff to effectively manage over 3,000 tasks while adhering to rigorous service delivery goals.

West Sussex County Council