18 February 2014
Standard Life Volunteers Shine A Light On Volunteer Scotland’s Disclosure Services
Volunteer Scotland’s Disclosure Services team is leading by example through its engagement with volunteers to help bring about change and improvement to its business processes.
Disclosure Services manages the PVG (Protecting Vulnerable Groups) Scheme for voluntary organisations and has operated for over ten years. The team recently decided to look at its ways of working with a view to improving efficiency and put in place systems that would ensure ongoing continuous improvement. They knew they could do things better but recognised that they needed some professional advice on how to bring this about.
Head of Disclosure Services, Louise Laing, approached Standard Life for help and was delighted when their Process Change Practitioners team, within Standard Life’s Finance area, agreed to provide their expertise on a voluntary basis.
Seven members of their team supported the Disclose Services project, which aimed to decrease error rates; streamline processes; optimise resources and upskill staff. The approach they took was to share tools, best practice and provide practical examples of successful improvement.
Using a benefits matrix, the Standard Life team worked with Disclosure Services in workshops to explore what best value means for the customer and identified some priorities including:
- Talking and listening to customers effectively
- Improving customer guidance notes
- Improving internal communications
- Ensure accuracy of customer data
- Make the website more user friendly.
It helped the team to identify the root cause of problems then assisted them in developing action plans for solutions.
“All the decisions and actions have come from the Disclosure Services team themselves,” said Angela Dixon, a member of the Standard Life team. “We’ve just come in and given you the tools.”
Disclosure Services team member Wendy McBeth captured the spirit of the project, “There’s been a huge shift through this process, that’s because the whole team has been motivated and we’ve made the changes ourselves. We’d all like to thank Standard Life for providing us with that opportunity. It’s been a fantastic experience.”