Technology Solutions | Staff Modeling Tool

 

The Future of the Staffing Model Process: The InTelegy Staffing Model Tool development

 

"Do I have the right people, doing the right work, at the right time?"

 

In current development, the InTelegy Staffing Model Tool (SMT) will support the processes we currently follow and expand on our ability to provide effective staff planning assistance, workload reallocation and workload forecasts, while realizing increased staff efficiencies.

 

The attached presentation on the Staffing Model Process provides some background to this process. 

 

SMT will support each step of the Staffing Model Process including:

 

 1.  Establishing Data for the Staffing Model:

 

•      Define client needs into tasks: interviews, application processing, annual renewals, periodic reports etc

•      Define activities or tasks by channel: walk in, phone, mail, self-service

•      Identify handle times for each specific task

•      Identify volumes by task based on case load and application volumes

•      Project volume growth based on historical growth patterns and projections for future growth

•      Project peak and average workload based on inputs on peak day, week and/month

 

2.  Use input data to calculate FTE requirements:

 

•      A staffing model tool should provide the ability to calculate FTE requirements based on the association of workload        volumes, handle time assumptions and staff availability

•      The methodology takes into consideration vacation / sick day,  average absenteeism rates and effective time

•      Then present this information, with the assumptions used, in consolidated staff requirements by type, office and function

    

3.  Review Staffing Model Results:

 

•      FTE requirements for each task type will be identified for eligibility work and clerical functions

•      Apply growth assumptions to final FTE requirements

•      Recognition of staff capacity (gaps, overages) so task distribution levels can be reallocated to staff

•      Present data by office, function and supervisor units

•      Include current staff vs projected staff

 

4.  Match Staffing Model Results with Current Staff Capacity:

 

•      Capture current staffing in functional areas, office, position profile

•      Capture current staffing with special skills (language) variables

•      Capture staff capacity as a % of productivity, by individual person, to identify staff capacity- this includes training ramp assumptions

•      Attrition rate projections

 

5.  Project Staff Assignment with Actual staff availability against staffing requirements:

 

•      By function, by skill set

•      Split schedule considerations (phone/task 60/40 split)

•      Interface with WFM tools

 

6.  Tool Requirements:

 

  • User friendly input from outside sources (excel, interface with Activity Directories etc)

  • Input screens for communicating with client-GUI

  • Customizable reports

To discuss InTelegy's service offerings in greater detail, please Contact Us anytime.

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