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Our clients

The Pension Service

Established in 2002, The Pension Service delivers front-line services to pensioners via a network of call-centres across the UK . In 2007, a new model for internal communication was introduced as part of a transformation programme to ensure effective operational communication with call-centre employees across the country.

In April 2008, Fishburn Hedges was asked to evaluate the effectiveness of the new model and the organisational change it had introduced, in the context of current and prospective business needs. Our role was to assess the impact of the new model on operations, eliciting and interpreting robust insights on strengths and weaknesses and developing a clear and tailored action plan to help the organisation make any changes that would ensure the model was ‘fit for purpose’ moving forward.

The review, which was completed within a month, delivered a clear picture of strengths and weaknesses with the operating model, assessing its current impact and identifying areas in which improvements could be made.

Internal Insight