Ntiyiso Consulting associates lead a strategic turnaround implementation programme for the Road Accident Fund. The aim of the project was to improve the fund’s service to the claimants in a cost effective and process efficient manner. This project involved implementation of a new operating model. The model is made up of an expanded geographic footprint for the customer service network, an efficient and transparent claims processing hub and an IT backbone with links to business partners.
Ntiyiso Consulting’s role in the project was to setup a Programme Management Office that was going to manage projects/ initiatives in the various components of the organization i.e. customer service network, claims processing, support organization and IT enablement.
The RAF was plagued by systematic and organizational problems that included long turnaround times for claims processing driven by predominant use of the legal system; limited network to service customers; misaligned and passive support organization; archaic information technology systems that lacked transparency; a large backlog of unprocessed claims. The compound effect of this issues manifested in a poor service delivery to claimants; and a large liability that questioned the sustainability of the fund.
Ntiyiso Consulting setup, and staffed with permanent people, a Programme Management Office (“PMO”) with the following responsibilities:
Over and above the physical infrastructure that was implemented, the PMO was able to increase the number of direct claims (i.e. where lawyers are not part of the processing) from 15% to 28% with significant savings. Furthermore the team was able to demonstrate that claims processing times for certain type of injuries can be reduced from 300 plus days to 90 days.