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Implementation Priorities & Action Plan

Date: 2025-12-01 Status: Draft - In Progress Purpose: Prioritize recommendations from consulting engagement and outline implementation approach

Executive Summary

This document outlines the recommended priorities for implementing technology and process improvements at EF Insurance Brokers, based on findings from stakeholder interviews and analysis.

Key Finding: Process consistency and training are bigger challenges than technology gaps. Technology investments must be accompanied by process documentation and change management to succeed.

Prioritization Framework

Recommendations are categorized using impact/effort matrix:

Quick Wins (High Impact, Low Effort)

Timeline: 2-8 weeks Characteristics: Fast implementation, clear ROI, minimal disruption

Short-term Priorities (High Impact, Medium Effort)

Timeline: 2-4 months Characteristics: Significant benefit, moderate complexity, requires planning

Strategic Initiatives (High Impact, High Effort)

Timeline: 4-12 months Characteristics: Transformative potential, substantial investment, careful implementation

Future Considerations (Lower Priority)

Timeline: 12+ months or conditional Characteristics: Beneficial but dependent on other factors (growth, budget, etc.)

FOUNDATION: Process Documentation & Training

Category: Strategic Foundation (Required for all other initiatives) Priority: HIGHEST Timeline: 12-16 weeks (phased rollout) Impact: High (enables everything else) Effort: Medium (upfront time investment)

The Problem (from Rakesh Interview)

"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" - Inconsistent feature adoption (task manager, email filing, reference numbers) - New staff bring external habits that don't fit EF - Management visibility gaps due to varied practices - "Complete shambles" risk when backup staff cover roles

Root Cause: Not a technology problem - it's a process documentation and training problem.

The Solution: Company Playbook & Intranet

What: Digital knowledge base containing: - EF-specific Acturis usage guidelines - Step-by-step workflow documentation - "Why this matters" explanations - Role-based guides and backup procedures - Process innovations documented and shared

Platform Options: 1. SharePoint (Already owned, £0 additional cost, integrated with M365) 2. Notion (Free tier or £10/user/month, better UX, easier to use)

Implementation Cost: £2,650-4,450 (depends on platform, internal vs. external content creation)

Benefits: - Consistent processes across team (Rakesh's #1 concern) - Faster onboarding (self-service learning) - Backup coverage without chaos - Foundation for automation (can't automate chaos) - Management visibility improved - Scalable for business growth

Why This is First: - Technology solutions require consistent processes to be effective - Data quality issues block automation potential - Training gap prevents Acturis feature adoption - Relatively low cost, high strategic value - Enables and enhances all other recommendations

Implementation Plan: [See docs/analysis/solution-induction-playbook.md]

Action Items: - [ ] Demo SharePoint vs. Notion to Tommy/Martine - [ ] Choose platform and assign owner (recommend Martine) - [ ] Select pilot workflow (recommend Renewals Process) - [ ] Create pilot content with SME input (Lucy, Marilyn) - [ ] Test with 3-4 staff, refine, then roll out

QUICK WINS

1. Automated Payment Reminders

Priority: High Timeline: 2-4 weeks (if feature exists) or 6-8 weeks (if custom solution needed) Impact: Medium-High Effort: Low-Medium

The Problem: - Manual debt chasing takes 5-10 min of every Monday meeting (4-8 hours/year) - Inconsistent client follow-up - Account handlers spend 15-30 min/week on manual chases (13-26 hours/year) - TH identified debt chasing as "great area for improvement"

The Solution: - Investigate if Acturis can send automated payment reminder emails - If yes: Configure reminder sequence (14 days, 21 days, 28 days overdue) - If no: Custom solution via API or third-party integration - Automated first 1-2 reminders, human escalation for serious cases

Benefits: - Time saved: 10-19 hours/year direct savings - Cash flow improvement: Faster payment collection - Professional client experience: Consistent, polite reminders - Less awkward: Account handlers avoid uncomfortable chase calls - Demonstrates quick ROI to TH

Next Steps: [See docs/research/acturis-payment-reminders.md]

Action Items: - [ ] Research Acturis documentation for payment reminder features - [ ] Contact Acturis support with specific question - [ ] Follow up with Tommy/Martin about file audit intelligence tool (may have related capability) - [ ] Assess technical feasibility and cost - [ ] If viable (cost < £2,000, time < 8 weeks): Implement as Quick Win

Decision Point: Research completion in 1-2 weeks will determine if this is truly a Quick Win or requires more effort.

2. Claims Email & Attachment Automation

Priority: High Timeline: 6-10 weeks Impact: Very High Effort: Medium

The Problem (from Laura Interview): - Laura (sole claims handler, part-time) manages 95 active claims (vs. 70 comfortable) - Must manually remove attachments before uploading email to Acturis - Upload each attachment separately due to file size limits - Videos cannot be uploaded at all (too large) - Takes 10-15 minutes per claim notification - Estimated 300+ hours/year on manual attachment processing

The Solution: - Intelligent email + attachment upload automation - AI classification of attachment types (photos, estimates, invoices) - Automatic separation and appropriate labeling - Video storage solution (OneDrive with link in Acturis) - Maintain Laura's review workflow and organization

Why This is THE Clearest Opportunity (from Laura Interview Summary): ✅ Specific, repetitive task ✅ High volume (2-3 new claims daily + ongoing correspondence) ✅ Quantifiable ROI (300+ hours/year) ✅ Technical feasibility (Acturis API available) ✅ Preserves Laura's good practices ✅ Quick win potential ✅ Scalability impact

Benefits: - Time saved: 10 minutes → 3-4 minutes per claim = ~200+ hours/year - Capacity impact: 95 claims manageable, or handle 120+ claims in same time - Quality: More time for review and client communication - Scalability: Not overwhelmed during winter surge

Technical Requirements: - Outlook-Acturis API integration - Email parsing and attachment extraction - AI attachment classification - File size management (compression) - OneDrive integration for videos - Review interface for Laura's approval

Action Items: - [ ] Review Acturis API documentation (from 19 Nov call) - [ ] Prototype attachment classification system - [ ] Test image compression maintaining quality - [ ] Design review interface preserving Laura's workflow - [ ] Pilot with Laura, iterate based on feedback - [ ] Implement video storage solution

Cost Estimate: £3,000-6,000 (development + integration) ROI: 200+ hours/year saved = pays for itself in first year

3. Video Storage Solution for Claims

Priority: Medium-High Timeline: 2-3 weeks Impact: Medium Effort: Low

The Problem: - Claims videos too large for Acturis (10MB limit) - Laura notes "video received" but it stays in Outlook inbox - Risk of losing video if email deleted - No centralized storage - Findability issues later

The Solution: - Automatic upload of videos to OneDrive (secure, already owned) - Structured folder organization by claim number - Link inserted in Acturis file for easy access - Retention policy aligned with claims lifecycle

Critical Prerequisite (from Rakesh):

"The problem is putting in the OneDrive is then trying to find afterwards. Um, trying to centralize it and then making sure that the person who puts it in there has a... you know, a process that's consistent."

Must include: - Standard folder structure and naming convention - Documentation in company playbook - Training for Laura AND backup person - Testing during Laura's absence

Benefits: - Complete file preservation (no lost videos) - Easy retrieval (link from Acturis) - Better storage economics (OneDrive cheaper than Acturis) - Can be part of broader claims automation (#2 above)

Action Items: - [ ] Define folder structure and naming standards - [ ] Document process in playbook - [ ] Train Laura and backup - [ ] Create automated upload workflow (can be manual initially) - [ ] Test retrieval process

Cost Estimate: £500-1,000 (setup + documentation) or included in claims automation project

4. Quote Searcher Auto-Response System

Priority: High Timeline: 4-6 weeks Impact: High (for new business generation) Effort: Medium

The Problem (from Marilyn Interview): - Quote Searcher: 20-30 brokers compete for each inquiry - 10-20 inquiries per month (120-240/year) - Highly time-sensitive: "If I don't call the client in the first five seconds... I've lost the inquiry" - Impossible to reach client by phone (20 brokers calling simultaneously) - Manual email response currently

Marilyn's Innovation (Not Yet Automated): - Email-first approach works better than calling - Custom simplified proposal form - Gets "foot in the door" while competitors call endlessly - Client already engaged when she follows up

The Solution: - Automated immediate email response to Quote Searcher inquiry - Pre-populated custom proposal form with inquiry data - Professional EF branding - Faster than 5-second manual response - Consistent, high-quality presentation

Benefits: - Competitive advantage: Instant response (literally impossible manually) - Higher conversion rate: Professional, helpful first impression - Time saved: No manual "race to respond" - Scalability: Can handle more inquiries without additional staff - Capitalizes on Marilyn's proven strategy

Technical Approach: - Monitor Quote Searcher inquiry email - Extract inquiry data - Pre-fill Marilyn's custom proposal form - Auto-send immediate response email - Alert Marilyn for follow-up call (after client has form)

Action Items: - [ ] Document Marilyn's current successful approach - [ ] Map Quote Searcher inquiry data fields - [ ] Create auto-population logic - [ ] Design email template incorporating Marilyn's strategy - [ ] Test response time (should be <1 minute) - [ ] Pilot with Marilyn and Rhys - [ ] Track conversion rate improvement

Cost Estimate: £1,500-3,000 (automation setup) ROI: Even 10% conversion improvement = 12-24 additional policies/year

5. Acturis Template Improvements

Priority: Medium Timeline: 2-4 weeks Impact: Medium Effort: Low

The Problem (from Lucy Interview): - Templates generic across different lines of business - Outdated content (e.g., Grenfell Tower references) - Require extensive manual editing - Staff have requested improvements - Lucy: Templates "not great"

The Solution: - Line-of-business specific templates - Update outdated content - Reduce manual editing required - Could incorporate AI for intelligent customization (future)

Benefits: - Time saved: Reduce editing time per renewal/submission - Quality: More professional, relevant communications - Consistency: Standardized messaging - Quick win: Relatively easy improvement

Action Items: - [ ] Audit existing templates with Lucy, Marilyn, JL - [ ] Identify outdated content and generic sections - [ ] Create line-of-business versions (Property Owners, HNW, Commercial, etc.) - [ ] Test with account handlers - [ ] Roll out improved templates - [ ] Document in playbook for future updates

Cost Estimate: £500-1,000 (mostly internal time reviewing/updating)

SHORT-TERM PRIORITIES (2-4 months)

6. Excel-Acturis Synchronization

Priority: High Timeline: 8-12 weeks Impact: High Effort: Medium-High

The Problem: - Account handlers use Excel spreadsheets for renewals tracking - Excel exported from Acturis every 6 months (by Martine & Rakesh) - Critical Issue: Excel and Acturis NOT linked - mid-term changes not reflected - Risk of working on cancelled policies - Double data entry (Excel + Acturis) - Weekly reconciliation burden on Martine

Confirmed Across Multiple Interviews: - Lucy: Uses Excel spreadsheet, manual color-coding - Marilyn: "Had a policy showing on renewal list... actually been cancelled mid-term" - Rakesh: Knows the disconnection exists

Why Excel Persists Despite Acturis: - Better visual UI (color-coding) - Manager oversight easier - Team visibility into workload - Customizable (hidden columns, notes) - Better UX than Acturis dashboards

Solution Options:

Option A: Bi-Directional Sync - Real-time or daily sync between Excel and Acturis - Flag mid-term changes (cancellations, amendments) - Preserve color-coding and customization - Technical complexity: High

Option B: Improved Acturis Dashboards - Make Acturis views as good as Excel spreadsheets - Visual status indicators (color-coding) - Customizable views per handler - Manager oversight dashboard - Eliminate need for Excel - Technical complexity: Medium

Option C: Hybrid Approach - Keep Excel for visualization/management - Auto-flag divergence from Acturis - One-way sync (Acturis → Excel regularly) - Alert when working on cancelled policy - Technical complexity: Medium

Recommendation: Start with Option C (pragmatic, lower risk), evaluate Option B longer-term.

Benefits: - Eliminate double data entry waste - Prevent working on cancelled policies - Reduce weekly reconciliation burden - Data accuracy improved - Foundation for further automation

Action Items: - [ ] Interview Martine about spreadsheet generation and reconciliation process - [ ] Map Excel columns to Acturis data fields - [ ] Assess Acturis API for data export capabilities - [ ] Prototype sync solution (Option C recommended) - [ ] Test with one account handler - [ ] Roll out to team

Cost Estimate: £4,000-8,000 (depending on option) ROI: Saves double-entry time + prevents errors + enables future automation

7. Insurer Portal Automation (RPA)

Priority: High Timeline: 12-16 weeks Impact: Very High Effort: High

The Problem (from JL, Marilyn, Lucy interviews): - Manual data entry across 4+ insurer portals - Each insurer has different question sets - Copy-paste from proposal forms - Time-consuming and repetitive - Opportunity cost: Could be prospecting instead

The Solution: - Robotic Process Automation (RPA) to fill insurer portals - Auto-populate from Acturis or proposal forms - Human review before submission - Significant time savings per submission

Benefits: - Time saved: 15-30 min per manual submission - Free up sales-focused handlers (Marilyn, JL) for business development - Reduce errors from manual data entry - Faster turnaround for clients

Challenges: - Each insurer portal different (requires mapping) - Portals may change (maintenance required) - Initial setup time per portal - May not work for all portals (some have anti-bot measures)

Action Items: - [ ] Identify top 5-10 insurer portals by volume - [ ] Assess RPA feasibility for each - [ ] Pilot with 1-2 highest-volume portals - [ ] Measure time savings - [ ] Expand to additional portals if successful - [ ] Document in playbook (when to use RPA vs. manual)

Cost Estimate: £8,000-15,000 (RPA tool license + setup per portal) ROI: High if volume sufficient (need to quantify submissions per month per portal)

8. Acturis File Audit Intelligence Implementation

Priority: High (Already decided by EF) Timeline: 4-8 weeks Impact: High Effort: Medium

The Context: - Acturis releasing "audit intelligence" add-on - Tommy and Martin attended training course - EF decided to implement - Rakesh hasn't seen it yet but hopeful it will help

The Goal (from Rakesh): - Identify individuals doing "bare minimum" to update database - "Pick out people and make them more... 'You're not doing these things which are in our processes.'" - Improve data consistency - Management visibility into process compliance

How It Complements This Consulting Engagement:

File Audit Intelligence Shows: WHERE process gaps exist (data-driven) Company Playbook Shows: HOW to comply with processes (guidance)

Together: Identify problem + Provide solution

TD's Role: - Support implementation planning - Help define "good" data quality metrics - Ensure findings lead to coaching (not punishment) - Integrate with playbook documentation - Monitor effectiveness

Action Items: - [ ] Review file audit intelligence training materials (from Tommy/Martin) - [ ] Define metrics for data quality - [ ] Plan non-punitive rollout (coaching approach) - [ ] Create playbook content addressing common gaps - [ ] Use findings to refine documentation - [ ] Monthly review of audit results with management

Cost: Already purchased, implementation cost TBD from Acturis ROI: Better data quality enables automation, improves management oversight

STRATEGIC INITIATIVES (4-12 months)

9. Skills-Based Role Optimization

Priority: Medium-High Timeline: 6-12 months (organizational change) Impact: High Effort: High (requires restructuring)

The Finding: Multiple account handlers expressed misalignment between skills and tasks:

Marilyn: "I would rather look into new business because I feel I do like sales." JL: Prefers prospecting over insurer portal data entry Pattern: Sales-focused people doing administrative work

The Opportunity: - Map each handler's strengths and preferences - Reallocate work accordingly - Sales-focused: More new business, prospecting, client relationships - Operations-focused: More renewals processing, detail work - Leverage Marilyn's marketing talent formally

Benefits: - Higher job satisfaction - Better use of individual strengths - More new business generation (Marilyn, JL focused on sales) - More efficient renewals processing (others focused on operations) - Retention improvement

Challenges: - Requires buy-in from team and management - May need to adjust compensation/titles - Client relationship handovers - Training for new responsibilities - Book of business redistribution

Action Items: - [ ] Skills/preferences assessment for each handler - [ ] Map current time allocation (renewals vs. new business vs. admin) - [ ] Design optimized role structure - [ ] Pilot with willing participants (Marilyn marketing expansion?) - [ ] Measure impact on new business generation - [ ] Roll out broader changes if successful

Cost Estimate: Mostly internal time + potential compensation adjustments ROI: Hard to quantify but potentially significant (new business revenue increase)

10. Advanced AI: Quote Comparison & Analysis

Priority: Medium Timeline: 6-12 months (requires other foundations first) Impact: High Effort: High

The Vision: - AI monitors renewal quote emails from multiple insurers - Automatically extracts quotes and key terms - Presents comparable summary - Highlights best options for client - Flags unusual pricing or terms

Prerequisites: - Email correspondence consistently filed (reference numbers!) - Standard submission formats - Clean Acturis data - Process consistency established

Why Not Sooner: - Requires foundational improvements first (process consistency) - Complex AI development - High accuracy requirement (financial impact if wrong) - Must complement not replace expert judgment

Action Items: - [ ] Document current quote comparison process - [ ] Map quote data fields across insurers - [ ] Assess AI feasibility (LLM extraction accuracy) - [ ] Pilot with small sample (human verification) - [ ] Measure time savings and accuracy - [ ] Expand if successful

Cost Estimate: £10,000-20,000 (AI development + testing) ROI: 1-3 hours saved per renewal × volume = significant potential

FUTURE CONSIDERATIONS

11. Initial Risk Capture - Voice/Document AI

Priority: Medium Timeline: 12+ months Dependencies: Process consistency, Acturis API integration established

The Opportunity (from initial discovery): - 95% of risk capture happens via phone/Teams calls (not forms) - Manual typing into Acturis during conversation - Voice-to-text + data extraction could streamline

Why Future: - Complex AI requirement - Accuracy critical (insurance data) - Regulatory considerations - Need proven track record from similar implementations - Requires clean Acturis data structure first

12. Real-time File Audit & Proactive Alerts

Priority: Medium Timeline: 12+ months (after file audit intelligence established) Dependencies: Acturis file audit intelligence, API access

The Opportunity (from TH's initial comments): - Proactive alerts when required actions missed - Real-time monitoring vs. retrospective review - Quality control before submission

Why Future: - Need to see how file audit intelligence works first - May be addressed by that tool - Requires API/webhook capabilities - Should build on established audit standards

Finance Automation (Expenses, Purchase Invoices)

From Rakesh Assessment: - Finance operations already efficient for scale - 2-person team adequate (Rakesh part-time, Heather full-time) - Manual processes justified by low volume - Would need to "double or triple in size" before automation warranted - Cost-benefit doesn't work at 15-person company

Recommendation: Maintain current finance processes. Focus technology investment on operations side (renewals, claims, new business) where ROI is clearer.

Exception: Debt chasing automation (covered in Quick Win #1) - different category, client-facing impact.

Implementation Roadmap

Phase 1: Foundation (Months 1-3)

CRITICAL: Must complete before major technology investments

  1. Company Playbook & Induction Process (Weeks 1-12)
  2. Platform selection and setup
  3. Pilot workflow documentation
  4. Core content expansion

  5. Team rollout

  6. Automated Payment Reminders (Weeks 2-8, parallel)

  7. Research Acturis capabilities
  8. Configure or build solution
  9. Test and refine

  10. Launch

  11. Video Storage for Claims (Weeks 4-6, parallel)

  12. Define standards
  13. Document process
  14. Train Laura and backup

  15. Implement

  16. Acturis Template Improvements (Weeks 6-10, parallel)

  17. Audit current templates
  18. Create line-of-business versions
  19. Test and roll out

Phase 2: Quick Wins (Months 2-4)

Builds on foundation, demonstrates ROI

  1. Quote Searcher Auto-Response (Weeks 8-14)
  2. Document Marilyn's approach
  3. Build automation
  4. Test with Marilyn/Rhys

  5. Measure conversion improvement

  6. Claims Email Automation - Pilot (Weeks 10-16)

  7. API integration
  8. Attachment classification
  9. Review interface
  10. Pilot with Laura
  11. Iterate based on feedback

Phase 3: Short-term Priorities (Months 4-7)

Significant improvements, requires planning

  1. Excel-Acturis Synchronization (Weeks 16-24)
  2. Interview Martine
  3. Map data fields
  4. Build sync solution
  5. Test with one handler

  6. Roll out to team

  7. Claims Email Automation - Full Rollout (Weeks 20-26)

  8. Refinements from pilot
  9. Video storage integration
  10. Full launch

  11. Measure impact

  12. Acturis File Audit Intelligence (Weeks 16-24, parallel)

  13. Implementation support
  14. Define metrics
  15. Non-punitive rollout
  16. Integrate with playbook

Phase 4: Strategic Initiatives (Months 7-12)

Transformative changes, careful implementation

  1. Insurer Portal Automation (RPA) (Weeks 28-40)

    • Identify top portals
    • Assess feasibility
    • Pilot with 1-2 portals
    • Expand if successful

  2. Skills-Based Role Optimization (Weeks 32-52)

    • Skills assessment
    • Design new structure
    • Pilot changes
    • Measure impact
    • Broader rollout

Phase 5: Advanced Capabilities (Month 12+)

Future state, after foundations solid

  1. AI Quote Comparison & Analysis
  2. Voice/Document AI for Risk Capture
  3. Advanced Proactive Monitoring

Success Metrics & Monitoring

Process Quality (Foundation)

  • Playbook usage: 80%+ staff access weekly
  • Data consistency: Acturis completeness improves (file audit intelligence)
  • Email filing: Reference number usage 90%+ (from ~50%)
  • Task manager adoption: Increase across account handlers
  • Onboarding: New hire time-to-productivity reduced

Time Savings (Efficiency)

  • Debt chasing: Monday meeting time reduced 50%
  • Claims processing: Attachment upload time 10min → 3-4min
  • Quote Searcher: Response time <1 minute (from 5+ seconds race)
  • Excel-Acturis: Eliminate double-entry, reduce reconciliation time
  • Portal automation: 15-30 min saved per submission

Business Impact (Strategic)

  • Claims capacity: Laura comfortable with 95+ claims (from 70)
  • Quote Searcher conversion: Increase from baseline (to be measured)
  • New business: Increase from sales-focused staff reallocation
  • Cash flow: Reduce average days outstanding
  • Scalability: Business can grow without proportional admin increase

Quality Improvements

  • Data accuracy: Fewer Excel-Acturis discrepancies
  • Client experience: Consistent, professional communications
  • Compliance: Better FCA audit readiness
  • Backup coverage: Successful coverage during staff absence

Budget Summary

Foundation & Quick Wins (£8,000-16,000)

  • Company Playbook: £2,650-4,450
  • Automated Payment Reminders: £500-2,000
  • Claims Email Automation: £3,000-6,000
  • Video Storage: £500-1,000
  • Quote Searcher Auto-Response: £1,500-3,000
  • Template Improvements: £500-1,000

ROI: High - saves 300+ hours/year immediately

Short-term Priorities (£12,000-23,000)

  • Excel-Acturis Sync: £4,000-8,000
  • Insurer Portal RPA: £8,000-15,000
  • File Audit Intelligence: (Already purchased)

ROI: Medium-High - significant efficiency gains

Strategic Initiatives (£10,000-20,000+)

  • Skills-Based Role Optimization: Mostly internal
  • AI Quote Comparison: £10,000-20,000

ROI: Harder to quantify, transformative potential

Total Year 1 Investment Range: £30,000-59,000

Expected Returns: - Direct time savings: 500+ hours/year (£12,000-25,000 value) - Improved capacity: Can handle growth without additional headcount - Better data quality: Enables future automation - Competitive advantage: Quote Searcher, professional client experience

Payback Period: 12-24 months on time savings alone, faster if revenue growth considered

Risk Management

High-Risk Items (Mitigation Required)

  1. Staff resistance to change

  2. Mitigation: Playbook explains WHY, non-punitive approach, involve staff in design

  3. Technology doesn't work as expected

  4. Mitigation: Pilot all solutions, iterate based on feedback, have fallback plans

  5. No time to implement

  6. Mitigation: Phased approach, use external help (TD), prove quick wins first

  7. Acturis limitations

  8. Mitigation: API investigation complete, identify workarounds early

Medium-Risk Items (Monitor)

  1. Budget constraints

  2. Mitigation: Prioritize Quick Wins (prove ROI), phase larger investments

  3. Resource availability (SME time)

  4. Mitigation: Efficient interviews, external documentation help, spread over time

  5. Process reversion

  6. Mitigation: File audit intelligence enforcement, regular reviews, playbook updates

Decision Points

Executive Decisions Required (Tommy/Martine/Rakesh)

Immediate (Next 2 Weeks): - [ ] Approve playbook initiative and platform choice - [ ] Assign playbook owner (recommend Martine) - [ ] Authorize payment reminder research - [ ] Commit to pilot approach (test before full rollout)

Short-term (Next 4-8 Weeks): - [ ] Review pilot results and approve full rollout - [ ] Budget approval for Quick Wins (£8,000-16,000) - [ ] Decide on Excel-Acturis approach (sync vs. replace) - [ ] Prioritize short-term initiatives

Medium-term (Next 3-6 Months): - [ ] Budget approval for short-term priorities - [ ] Skills-based role optimization consideration - [ ] Strategic initiative prioritization - [ ] Year 2 planning based on Year 1 results

Next Steps (TD's Actions)

This Week

  • Research Acturis payment reminder capabilities
  • Demo SharePoint vs. Notion to Martine/Tommy
  • Present this priorities document for feedback
  • Schedule follow-up meetings with key stakeholders

Next 2 Weeks

  • Finalize platform recommendation
  • Create pilot playbook content (one workflow)
  • Payment reminder feasibility report
  • Interview Martine (operations director) about renewal spreadsheets
  • Refine cost estimates based on vendor quotes

Next Month

  • Complete pilot playbook rollout
  • Launch 1-2 Quick Wins
  • Detailed implementation plans for approved initiatives
  • Regular progress updates to Tommy/Martine
  • Measure and report early wins

Questions for Discussion

  1. Platform choice: SharePoint (free, integrated) vs. Notion (better UX, small cost)?
  2. Playbook ownership: Martine as Operations Director?
  3. Budget approval: Which Quick Wins to prioritize if budget limited?
  4. Implementation timing: Any business constraints (busy periods, staff holidays)?
  5. Success metrics: Which KPIs most important to leadership?
  6. Risk tolerance: Comfort level with pilot-test-expand approach?
  7. External help: TD continue involvement for implementation support?

Document Status: Draft for review with Tommy, Martine, and Rakesh Next Review: After stakeholder feedback incorporated Target: Finalize priorities and begin implementation planning