STEP 1

STRATEGY, PLANNING AND BUDGETING

  • Organisational structure review
  • Offshore role identification
  • Offshore readiness assessment
  • Budget development
  • Business case assessment
  • Roll-out plan and pilot program development

STEP 2

TEAM ESTABLISHMENT

  • Role identification and requirements
  • Experience, training and testing framework
  • Talent Acquisition
  • Staff induction program
  • Client management induction program
  • Staff induction program

STEP 3

DATA SECURITY & PRIVACY COMPLIANCE

  • Identification of applicable standards for compliance
  • Data storage and access plan
  • Privacy plan
  • Assessment of physical requirements for compliance

STEP 4

CLIENT READINESS SUPPORT

  • External and internal communications plan
  • Process and system review
  • IT infrastructure review

STEP 5

OPERATIONAL EXCELLENCE

  • Allocation of client care supervisor
  • Staff engagement activities
  • Annual training needs analysis
  • Annual staff satisfaction survey
  • Quarterly client care meetings
  • Performance review and career development program

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