“ You can use technology down the road after you ramp up your growth . You can ’ t do it in the beginning ; you really need people to get something as large as what we were doing off the ground ”
— Stacey Rous , Exec VP and Chief Financial Officer , OTIP
control of the situation and brought an operational stability that would not have been possible without the middleware solution .”
As with any organisation , in order to deliver a superior service , a company cannot function alone . OTIP recognises this and has built important partnerships with local and international businesses to assist in its mission . “ Operational Excellence is at the centre of the member journey ,” Rous explains . “ Given our need to improve a number of temporary and inefficient processes , we have partnered with Brooklin Consulting , experts at productivity enhancement , to help us make the necessary changes to improve service and quality for our members .” Working with numerous insurance , tech and admin companies , one other partner singled out for special praise by Rous is the HR services company Morneau Shepell , which helped OTIP implement a new health and dental administration platform just prior to its explosive growth . “ Morneau Shepell has been working with us since 2014 . It has walked side-byside with us , living through and helping OTIP with the difficult times and always coming up with creative ideas . Morneau Shepell really cares about our members and we couldn ’ t be where we are today without them .” Other companies lauded by Rous include Waterloo-based Economical Insurance (“ they ’ re a huge partner for us ”), Aviva Canada and Robotic Process Automation Implementation Inc ( RPAi Inc ), the latter enabling OTIP ’ s first utilisation of robotics .
“ People sometimes get scared when they hear about robotics and
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