Solution: Company Playbook & Induction Process¶

Addresses: Process consistency, data quality, training gaps, onboarding inefficiency Category: Strategic Foundation (enables all other improvements) Effort: Medium (upfront documentation time) Impact: High (addresses root cause of multiple issues)

Problem Summary¶

Rakesh (Finance Director): "My biggest concern, and it always has been, is consistency of data. Because every person at our front end, even though we've got processes, doesn't always follow the processes."

Current State: - "No real induction process" - new hires "learn by osmosis" - "Nobody's got the time to train anyone" - New staff bring habits from previous organizations that don't fit EF's needs - Inconsistent feature adoption across team (task manager, email filing, reference numbers) - Management visibility gaps due to varied practices - Single points of failure (Laura's claims process has no documented backup)

Impact: - Data quality issues throughout Acturis - Features underutilized despite availability (auto-filing, task management) - Staff remove reference numbers for "aesthetic" reasons (prevents automation) - Different Excel spreadsheet approaches across handlers - No standard backup processes when key people absent - "Complete shambles" risk when backup staff cover roles (Rakesh's words)

Root Cause: This is not a technology problem - it's a process documentation and training problem.

Proposed Solution¶

Create a digital company playbook/intranet containing:

EF-specific Acturis usage guidelines (not generic Acturis training)
Step-by-step workflow documentation with screenshots/videos
"Why this matters" explanations (e.g., reference numbers save YOUR time via auto-filing)
Role-based views (claims handler sees different content than account handler)
Backup procedures for all key roles
Process innovations documented and shared (Marilyn's Quote Searcher strategy, Laura's claims organization)

Delivery via modern intranet platform that is: - Searchable - Easy to update centrally - Mobile-accessible for remote workers - Multimedia (text, screenshots, video walkthroughs) - Version-controlled

How It Works¶

For New Hires¶

Week 1: Structured Onboarding
Company overview and values
Regulatory context (FCA client money rules, insurance compliance)
Technology stack overview (Acturis, Microsoft 365, key tools)
Role-specific getting started guide
Week 2-4: Role-Specific Training
Workflow documentation with examples
Acturis features specific to their role
Common scenarios and how to handle them
Who to ask for help (with contact info)
Ongoing: Reference Resource
"How do I...?" searchable guide
Process updates in one place
Continuous improvement - staff can suggest updates

For Existing Staff¶

Standardization Resource
Document current best practices
Identify and resolve inconsistencies
Explain WHY certain processes matter
Share innovations across team (Marilyn's forms, Laura's organization)
Backup Coverage
Clear procedures for covering absent colleagues
Reduces "they'll do their own thing" risk
Enables vacation coverage without chaos
Process Improvement
Central place to document improvements
Test, refine, update documentation
Share learnings across team

Technology/Tools Required¶

Option 1: Notion (Recommended for EF's size)¶

Pros: - Very user-friendly, modern interface - Free tier available (up to 10 guests), paid plans £8-12/user/month - Excellent for documentation, wikis, databases - Embed videos, images, code snippets - Mobile apps excellent - Great search functionality - Can create different views per role - Quick to set up

Cons: - Not integrated with Microsoft 365 (but fine as standalone) - Less enterprise features than SharePoint

Option 2: Microsoft SharePoint (Already Available)¶

Pros: - Already included in Microsoft 365 subscription (no additional cost) - Integrated with Teams, Outlook, OneDrive - Enterprise-grade security and compliance - Staff already familiar with Microsoft ecosystem - Version control built-in

Cons: - Can be clunky to set up and use - Requires more technical expertise to configure well - User experience less intuitive than modern alternatives

Option 3: Confluence¶

Pros: - Industry standard for knowledge management - Excellent templates and structure - Strong search and organization - Scales well

Cons: - More expensive (£4.40-8.15/user/month) - Overkill for 15-person team - Steeper learning curve

Option 4: Custom Built (Not Recommended)¶

Pros: - Tailored exactly to needs

Cons: - High cost to build and maintain - Unnecessary for this use case

Recommendation: Start with SharePoint (zero additional cost, already available) or Notion free tier as pilot. Notion probably better user experience, SharePoint better integration.

Benefits¶

Immediate Benefits¶

Time Saved: - Onboarding: 5-10 hours per new hire (currently scattered across team) - Ongoing: 2-3 hours/week across team (reduced questions, clearer processes) - Backup coverage: Prevents multi-hour "figuring it out" when staff absent

Data Quality: - Consistent Acturis usage → better management visibility - Proper email filing → complete audit trails - Standard processes → reliable data for future automation

Management: - One source of truth for "how we do things" - Easier oversight when everyone follows documented processes - Clear expectations for Acturis file audit intelligence tool

Strategic Benefits¶

Foundation for Automation: - Can't automate chaos - need documented standard first - AI/automation requires consistent data (garbage in, garbage out) - Process documentation identifies WHERE to automate

Scalability: - Currently: "Nobody's got time to train anyone" - With playbook: New hire can self-serve much of onboarding - Enables business growth without training bottleneck

Risk Reduction: - Backup procedures for single points of failure (Laura's claims, others) - Continuity when staff leave or are absent - Compliance documentation for FCA audits

Culture: - Demonstrates EF values quality and consistency - Empowers staff with clear guidance - Recognizes and shares innovations (Marilyn's forms, Laura's organization)

Implementation Steps¶

Phase 1: Foundation (Weeks 1-2)¶

Actions: - Choose platform (recommend SharePoint or Notion free tier as pilot) - Create basic structure and navigation - Set up access/permissions - Create homepage with "Getting Started" and "How to Use This"

Resources needed: - Platform selection decision (TD can provide demo/comparison) - 1 person to own implementation (could be Martine as Operations Director) - 4-8 hours setup time

Timeline: 1-2 weeks

Phase 2: Pilot Content (Weeks 3-6)¶

Actions: - Document ONE key workflow as proof of concept (recommend Renewals Process) - Interview Lucy/Marilyn/others to capture current process - Document "how it should be done" (incorporating best practices) - Include screenshots, video walkthrough - Add "Why this matters" explanations - Test with 2-3 staff members, refine based on feedback

Resources needed: - Subject matter expert time (2-3 hours per workflow) - Documentation writer (could be TD, Martine, or external) - Video recording tool (Loom free tier sufficient) - 15-20 hours total

Timeline: 3-4 weeks

Pilot Workflow Options: 1. Renewals Process (highest impact, complex, affects most staff) 2. Claims Workflow (Laura's organized approach as model, backup coverage critical) 3. Quote Searcher Response (Marilyn's innovation, quick win)

Phase 3: Core Content Expansion (Weeks 7-12)¶

Actions: - Document remaining key workflows: - New business initial risk capture - Claims process (with Laura's input) - Quote Searcher response (Marilyn's strategy) - Insurer portal procedures - Email filing best practices - Excel spreadsheet usage - Debt chasing process - Create Acturis feature guides (EF-specific, not generic) - Document client money rules and compliance requirements - Add "Who to ask" directory with contact info

Resources needed: - SME time across team (3-4 hours each) - Documentation writer (20-30 hours) - Video production (10-15 short videos)

Timeline: 6-8 weeks

Phase 4: Rollout & Training (Week 13-14)¶

Actions: - Team introduction session (30-60 min meeting) - Demonstrate how to use playbook - Assign everyone to review their role-specific sections - Gather initial feedback - Make adjustments based on feedback

Resources needed: - All-hands meeting time - Follow-up support for questions (2-3 hours)

Timeline: 2 weeks

Phase 5: Continuous Improvement (Ongoing)¶

Actions: - Monthly review of playbook usage and content - Update workflows as processes improve - Add new content based on staff questions - Recognize staff contributions (process innovations) - Monitor with Acturis file audit intelligence (consistency metrics)

Resources needed: - 2-4 hours/month maintenance - Feedback mechanism (could be simple as "suggest edit" button)

Timeline: Ongoing

Resources Required¶

Cost Estimate¶

Option A: SharePoint (Microsoft 365 already owned) - Platform cost: £0 (already included) - Setup: 8 hours × £50/hr (internal time or consultant) = £400 - Content creation: 40 hours × £50/hr = £2,000 - Video production: 15 videos × £30/video = £450 - Total: £2,850

Option B: Notion Free Tier - Platform cost: £0 (free tier for up to 10 guests) - Setup: 4 hours × £50/hr = £200 (easier setup than SharePoint) - Content creation: 40 hours × £50/hr = £2,000 - Video production: 15 videos × £30/video = £450 - Total: £2,650

Option C: Notion Paid (if need more than 10 users) - Platform cost: £10/user/month × 15 users × 12 months = £1,800/year - Setup: 4 hours × £50/hr = £200 - Content creation: 40 hours × £50/hr = £2,000 - Video production: 15 videos × £30/video = £450 - Year 1 Total: £4,450 (then £1,800/year ongoing)

Staff Time¶

Upfront: - Platform selection/setup: 4-8 hours (Martine or TD) - SME interviews: 15-20 hours total across team (3-4 hours each) - Content writing: 40 hours (could be internal or external) - Video production: 10 hours (could be internal with Loom) - Review/feedback: 5-10 hours across team

Ongoing: - Maintenance: 2-4 hours/month (Martine or delegated) - Updates as processes change

Skills Needed¶

Must Have: - Understanding of EF workflows (internal SMEs) - Basic technical writing skills - Platform admin (SharePoint or Notion)

Nice to Have: - Video production/editing (Loom makes this easy) - Instructional design - Change management

External Support¶

TD Could Provide: - Platform demos and recommendations - Documentation framework/templates - Initial content creation (some or all) - Video production (or training staff to do it) - Change management guidance

Alternatively: - Freelance technical writer: £30-50/hr - Notion/SharePoint consultant for setup: £50-100/hr - Loom or similar for easy video creation (free or £10/month)

Risks & Mitigations¶

Risk	Impact	Mitigation
"Nobody has time" - Too busy to create content	High - Project stalls	Start with ONE pilot workflow, prove value quickly. Use external help (TD) for initial content.
Staff don't use it - Playbook created but ignored	High - Wasted effort	Launch with team meeting explaining WHY this helps them. Make it genuinely useful (searchable, quick answers). Monitor usage, gather feedback.
Becomes outdated - No ongoing maintenance	Medium - Value degrades	Assign owner (Martine). Build "suggest edit" culture. Quarterly review cycle.
Too rigid - Stifles innovation	Low - Process becomes blocker	Frame as "current best practice" not "only way". Encourage staff to suggest improvements.
Platform choice wrong - Don't like SharePoint/Notion	Medium - Adoption suffers	Pilot with free tier first (low commitment). Can migrate content if needed.
Information overload - Too much content, hard to find	Medium - Defeats purpose	Keep it simple, well-organized. Strong search. Role-based views.

Dependencies¶

Must Have¶

Platform decision (SharePoint or Notion recommended)
Executive buy-in (Tommy/Martine commitment)
SME availability (Lucy, Marilyn, Laura, others for 3-4 hours each)
Someone to own it (recommend Martine as Operations Director)

Nice to Have¶

Acturis file audit intelligence implementation (provides data on consistency)
Video production tools (Loom free tier sufficient)
Professional technical writer (TD could provide, or can be internal)

Complements¶

Works alongside Acturis file audit intelligence (playbook shows HOW to comply)
Foundation for future automation projects (defines standard to automate)
Supports any technology implementations in final report

Success Metrics¶

Onboarding Efficiency: - New hire time-to-productivity reduced from [baseline] to [target] weeks - Onboarding questions reduced by 50%+ - New staff following standard processes from day one

Process Consistency: - Acturis data completeness improves (measurable via file audit intelligence) - Email filing with reference numbers increases from ~50% to 90%+ - Task manager adoption increases across account handlers - Excel-Acturis inconsistencies reduced

Usage Metrics: - 80%+ of staff access playbook weekly - Search usage indicates staff finding answers - Low "How do I..." questions to managers

Business Impact: - Backup coverage successful without "shambles" (test during Laura's absence) - Management visibility improved (Rakesh can see data in Acturis) - Foundation ready for automation projects

Qualitative: - Staff survey: "Playbook is useful" agreement - Reduction in process-related frustrations - New hires feel supported and confident

Alternatives Considered¶

Option 1: Formal In-Person Training Sessions¶

Description: Regular training sessions delivered by experienced staff

Why Not Chosen: - "Nobody's got the time to train anyone" (Rakesh) - One-time learning, not referenceable later - Inconsistent delivery each time - Doesn't scale - However: Could complement playbook for launch/onboarding

Option 2: Hire Training Manager¶

Description: Dedicated role for training and process documentation

Why Not Chosen: - Expensive for 15-person company - Ongoing salary vs. one-time documentation cost - May not be busy enough full-time - However: Could be part of expanded role (e.g., Martine as Operations Director)

Option 3: External Training Company¶

Description: Hire insurance/Acturis training consultants

Why Not Chosen: - Generic Acturis training, not EF-specific processes - Expensive - One-time delivery, not ongoing reference - However: Could supplement for advanced Acturis features

Option 4: Do Nothing / Status Quo¶

Description: Continue with "learn by osmosis" approach

Why Not Chosen: - Current approach causing data consistency issues (Rakesh's #1 concern) - Doesn't scale if business grows - Perpetuates inefficiencies - Blocks potential for automation (need consistent processes first)

Selected Approach: Company Playbook provides best ROI, scalability, and foundation for future improvements.

Next Steps¶

Immediate (Next 2 Weeks)¶

TD to demo SharePoint vs. Notion options to Martine/Tommy
Platform decision made
Assign owner (recommend Martine as Operations Director)
Choose pilot workflow (recommend Renewals Process)
Schedule SME interviews for pilot content (Lucy, Marilyn)

Short-term (Weeks 3-8)¶

Create pilot workflow documentation
Record 2-3 video walkthroughs
Test with 3-4 staff members
Refine based on feedback
Present pilot results to team

Medium-term (Weeks 9-16)¶

Expand to remaining key workflows
Document Acturis features (EF-specific usage)
Create backup procedures for all key roles
Full team rollout and training

Ongoing¶

Monthly content review and updates
Gather staff suggestions for improvements
Monitor usage metrics
Integrate with Acturis file audit intelligence findings
Use as foundation for automation implementations

Integration with Other Recommendations¶

This playbook solution enables and enhances other technology recommendations:

Claims Email Automation: - Playbook documents Laura's current organized approach - Defines standard for automation to maintain - Trains backup person on process before/after automation

Renewals Process Improvements: - Documents current best practices (combining Lucy, Marilyn, JL approaches) - Standardizes before automating (can't automate chaos) - Defines Excel-Acturis synchronization requirements

Quote Searcher Auto-Response: - Captures Marilyn's innovative email-first strategy - Documents 5-second response window context - Shares successful approach with Rhys and team

Insurer Portal Automation: - Documents current manual process across different portals - Identifies what needs automating - Provides baseline for RPA implementation

Acturis File Audit Intelligence: - Playbook shows staff HOW to comply with standards - File audit shows WHERE compliance gaps exist - Together: identify problem + provide solution

Key Insight: Technology without process documentation = limited value. This playbook is the foundation that makes all other recommendations successful.

Appendix: Content Structure Example¶

EF Company Playbook
├── Getting Started
│   ├── Welcome to EF
│   ├── How to Use This Playbook
│   └── Who to Ask for Help
│
├── Company Overview
│   ├── Our Business Model (E-Trade vs. Manual)
│   ├── Regulatory Context (FCA Client Money Rules)
│   ├── Technology Stack
│   └── Team Structure
│
├── Workflows
│   ├── Renewals Process
│   │   ├── Overview & Timeline
│   │   ├── Excel Spreadsheet Management
│   │   ├── E-Trade Renewals (Acturis)
│   │   ├── Manual Renewals (Insurer Portals)
│   │   ├── Client Communication Templates
│   │   └── Common Issues & Solutions
│   │
│   ├── Claims Process
│   │   ├── Initial Notification
│   │   ├── Email & Attachment Upload
│   │   ├── Insurer Notification
│   │   ├── Ongoing Management
│   │   └── Settlement & Closure
│   │
│   ├── New Business
│   │   ├── Quote Searcher Response (5-second rule)
│   │   ├── Initial Risk Capture
│   │   ├── Proposal Form Completion
│   │   ├── Insurer Submission
│   │   └── Quote Presentation to Client
│   │
│   └── Debt Management
│       ├── Payment Terms & Deadlines
│       ├── Monday Meeting Process
│       └── Client Chase Procedures
│
├── Acturis Guide (EF-Specific)
│   ├── Email Filing with Reference Numbers (WHY this matters)
│   ├── Task Manager Usage
│   ├── "Invite to Client" Feature
│   ├── "Remarket" Function
│   ├── Electronic File Organization
│   ├── Template Management
│   └── Reporting & Dashboards
│
├── Tools & Systems
│   ├── Microsoft 365 (Outlook, OneDrive)
│   ├── Excel Spreadsheet Standards
│   ├── Insurer Portals Guide
│   ├── VPN & Remote Access
│   └── Security Best Practices
│
├── Role-Specific Guides
│   ├── Account Handlers
│   ├── Claims Specialist
│   ├── HNW Account Handler
│   ├── Commercial Team
│   └── Finance Team
│
├── Backup Procedures
│   ├── Claims Coverage (Laura)
│   ├── Account Handler Coverage
│   ├── Finance Coverage
│   └── Key Contact Information
│
├── Compliance & Regulations
│   ├── FCA Client Money Rules
│   ├── Data Protection (GDPR)
│   ├── Insurance Regulations
│   └── File Audit Requirements
│
└── Continuous Improvement
    ├── Suggest a Process Improvement
    ├── Recent Updates & Changes
    └── Process Innovation Showcase

Each section includes: - Written documentation with screenshots - Video walkthrough (where helpful) - "Why this matters" explanation - "Common questions" section - "Who to ask" for specific issues

Living Document: Updated as processes improve, staff innovations captured, feedback incorporated.