Several New Zealand organisations discovered that they had been inaccurately calculating holiday pay for some of their former employees.

The management of remediation for former employees presents unique complexities, challenges, and risks. 

Our clients needed a robust solution which would ensure they could contact former employees, provide them with a secure mechanism to register, have their identity validated and their application managed in an efficient, user-friendly manner which would be accessible to their diverse demographic of former employees.

With some former employees finding use of technology challenging, they wanted to ensure support services were available to provide help navigating the process, for those in need.

KPMG designed, implemented, and operated a digitally enabled managed service to facilitate former employee outreach, end to end claims management and provision of support services.

We delivered outreach campaigns, partnering with trusted vendors, to notify former employees of eligibility for remediation through physical mail distribution, bulk email, and bulk SMS communications. 

We developed a responsive, web-based portal that is secure, simple to use and accessible across a range of devices, to manage registration, identity validation and application management.

For former employees needing help raising an application, support queries could be logged via a ‘contact us’ form on the portal to our service desk or raised through our contact centre with 24×7 availability.

Our team manually managed any applications which could not be automatically validated by the portal, performed risk-based sampling and quality assurance checks on applications made, and collaborated with our clients to resolve queries on the most complex applications. 

We provided regular and accurate reporting, across all workstreams, to support the robust and timely provision of payment to eligible applicants.

Our solution has been used by various cross-sector clients, notifying over 100,000 New Zealanders of their eligibility for remediation, and guiding through successful completion of an application.  

We have achieved high response rates, with up to 90% of eligible former employees registering on the portal and raising an application for remediation. 

Our portal had consistent availability, managing large surges in traffic without any service degradation or performance related issues. All applications were managed through to completion, supported by our managed services team. 

We have delivered support services across our KPMG service desk and managed contact centre, answering 1000’s of former employee queries, seven days a week, and providing resolution in a timely manner.

We have, in collaboration with our clients, ensured that former employees have had a positive user experience from receiving initial notification of their eligibility, through to payment of their remedial amount.