Customer Spotlight: WISE Employment

Not-for-profits like WISE Employment understand the value and fulfillment of connecting people with disabilities to employers, to achieve their potential. The Australian-based employment services provider helps job seekers find meaningful work and helps employers find the right staff under the Australian Government’s Disability Employment Services (DES).

Since 1992, WISE has helped hundreds of thousands of people find work with inclusive employers, and the organization has grown from a team of just two to 1,000 employees. Following Australia’s changes to its rules around DES coupled with the organization’s expansion, WISE experienced significant growth in business and soon realized they needed to take a closer look at their processes.

An inconsistent approach

The organization struggled with an inconsistent and decentralized approach to process management. Process documents were stored in a combination of Microsoft Word, Excel, and Visio. Many processes were out of date with no particular individual responsible for them, mapped in non-standard formats, and stored in various locations. As a result, this approach led to inconsistent customer experiences, errors, inefficiencies, duplication of work, and little process improvement. WISE Employment needed a better way to map and manage processes organization-wide.

Establishing a culture of continuous improvement

With the support of WISE’s executive leadership team, Kon Stoilas, Organizational Development & Learning Manager at WISE Employment, was part of the team that led the initiative to improve processes at the organization by using Nintex Promapp®.

Stoilas and his team identified four key goals to implement its Nintex Promapp® strategy:

  1. Create a culture and practice of continuous improvement, which will enable WISE to have the most efficient customer-centric processes
  2. Place the customer at the heart of their thinking by creating processes that drive efficiency and effectiveness, ensuring positive employee and customer experiences are achieved
  3. Provide staff with process clarity and consistency, enabling faster and more consistent service delivery
  4. Quickly on-board new staff ensuring they understand their roles and responsibilities, and support business continuity and knowledge retention in a shifting workforce

Nintex Promapp®’s easy-to-use navigation empowers WISE employees to map and provide feedback on processes with little training. Once mapped, WISE can apply value stream mapping and customer-centered design principles to improve the efficiency and effectiveness of their processes.

Stoilas brought all the key stakeholders of the DES wage subsidy process together to evaluate the current process. They analyzed customer touchpoints, explored ways of making the process easier for their customers and employees, found areas of waste to eliminate, and identified opportunities for improvement to pursue.

WISE discovered several improvement areas, including unnecessary steps that were eliminated, as well as manual forms and processes that they could automate. The updated process is more effective and less complicated for both the job seekers and employers WISE works with, as well as its employees – and the process continues to be improved based on employee feedback.

Thanks to the support and contributions from the CEO, executive leadership team, employees across the organization, and the project team, the initiative was a success. The implementation of Nintex Promapp® has contributed to a significant return on investment, with WISE experiencing substantial growth.

“We see process excellence as a journey and Nintex Promapp® as the key strategic tool within the business to achieve it. This is a long-term strategic approach.”

– Kon Stoilas, Organizational Development & Learning Manager, WISE Employment

 

 

Read the case study to learn more about how Nintex Promapp® has helped WISE Employment bring its entire organization together to map and manage processes.

 

 

Maddie Forman

Maddie is a Marketing Coordinator for Nintex based out of Atlanta, Georgia. She joined the Nintex Corporate Marketing and Communications team following the acquisition of AssureSign. Maddie assists in managing Nintex’s social media, creating design assets, and producing customer evidence content.

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