The Client manages a vast network of last-mile workers who are compensated through an honorarium system tied to their performance. These workers are pivotal to the client's operations, often spanning various locations and responsibilities. The payment process is highly complicated due to the decentralized nature of their work and the intricacies involved in accurately tracking their contributions.

Prior to going digital, the existing methods leds to delays in payment disbursement affecting the motivation and commitment of the workforce to the organization.

The supervisors would track and measure the work done by the last-mile workers and approve their payments. The process was slow, led to delays in wage disbursement. The frequent delays had become a pressing issue - diminished motivation among the workforce and also resulted in high attrition rates. Centrally, there was a lack of visibility into the claims process, outstanding amounts, and the underlying bottlenecks that caused these delays. This limited the client's ability to identify and address the root causes of the payment delays

The key challenges to be addressed where

Streamline the payment process in such a way that the claims can be settled within a week’s timeframe from the date on which it is submitted

Provide an end-to-end visibility into the whole process so that the bottleneck(s) could be identified and removed

Make payments digitally into the bank accounts of the claimants so that reconciliation and traceability is easier

Realising that enhanced process visibility was a precursor to addressing the challenges effectively, our immediate priority was to digitize the claim and payment process. We identified key process indicators essential for pinpointing bottlenecks and areas of backlog. Using ViewZen Analytics, we visually represented this data, facilitating a clear understanding of our observations and insights

We were able to quickly identify and eliminate a few actors and steps that were not adding much values in the payment process but were contributing to the overall pendency. To the claimants we gave the facility to track the claims throughout the process, right from the time it is raised until paid.

The following results have been achieved

Over 7,000 claimants now receive their payments within a week of submitting the claim

Complete visibility into the outstanding claims has led to better projection of cash flow needs for the organization. Visibility into unraised claims and past claims is helping the organization to create more accurate provisions for such liabilities

Supervisors are emphasising timely measurement of work and approval of payments

Complete digital record and payment related information has reduced grievances and increased grust on the system