The review looked at all areas of income processing with the main driver being the very long elapsed time between a supporter being acknowledged for their income related activity e.g. making a donation or setting up an online fundraising page.
Value Stream Mapping of the process revealed very little time was spent actually writing the thank you and identified numerous handovers between teams, this impacted the capacity of multiple teams and led to delays in thanking. In addition a confusing coding structure meant that allocating income to the appropriate activity was time consuming and resulted in errors. This in turn impacted on the supporter experience and fixing errors consumed SRT capacity. Lastly a lack of criteria for leads being passed onto a relationship manager meant everything was passed on, yet, very little was actually followed up.
The process redesign focused on the supporter experience, reducing handovers and developing a standardised approach. A clearly defined coding structure was agreed to reduce ambiguity when allocating income. The requirements from relationship managers were clarified and used to develop dashboard reports. This has reduced the SRT time spend passing on information and allows relationship managers to pull leads when they have capacity to develop a new relationship.