The purpose of the study was to examine the Assessments function to determine if the function is correctly resourced to meet the current workload, or if additional resources are required.

Over the course of 10 business days we undertook the following;
• Agreed the unknowns - Defined the hypotheses to be tested and the associated check questions,
• Exposed the answers - Answer the check questions, through Interviews, Operating model review, Data analysis, Process mapping (Assessments and Case Management processes), Process critiques, FTE analysis,
• Aggregated the findings - Aggregated the answers into a series of findings and drew conclusions from the findings,
• Determined the way forward - Made recommendations based on conclusions and prepared and presented our report.

Recommendations included;
• commentary on current headcount matching to workload volume and mix,
• observations regarding the capacity of the management positions within the team,
• suitability of the current inter-team boundaries
• the current operating model
• the management of the flow of correspondence
• adequacy of the information systems involved.