Strengthening Operational Resilience and Process Excellence in a Regulated Environment
Country
Australia
Industry
Private Health Insurance
Serving
235,000+ Australians
THE PROJECT
Operating in a highly regulated health insurance environment, CBHS sought to strengthen operational resilience and support compliance with CPS 230, an operational resilience framework introduced by the Australian Prudential Regulation Authority (APRA). By leveraging PRIME BPM, CBHS gained greater visibility into critical operations, dependencies, risks, and controls while establishing a centralised and governed repository of process knowledge.
THE CLIENT
Established in 1951, CBHS is a not-for-profit, member-owned private health insurer providing quality, affordable health cover to current and former employees of the Commonwealth Bank Group (CBA Group). Trusted by over 235,000 Australians, CBHS is committed to delivering exceptional member experiences while maintaining strong operational resilience and compliance standards.
Challenges
- Establish a centralised and governed repository for process knowledge and documentation.
- Improve visibility into critical operations, dependencies, controls, and third-party relationships.
- Strengthen operational resilience and support compliance with APRA CPS 230 requirements.
- Improve knowledge retention across teams.
- Create more consistent and scalable ways of working to support a reliable member experience.
- Improve the organisation's ability to identify, prioritise, and execute process improvement opportunities.
Business Outcomes at a Glance
- Established a single source of truth for operational process knowledge.
- 173 processes published across 3 business units, with 140 of these supporting critical operations.
- 259 processes captured across various stages.
- 80+ employees trained and onboarded.
- Improved visibility across people, systems, controls, and third-party dependencies.
- Stronger compliance posture, governance, and operational resilience, supporting CPS 230 implementation efforts.
- Reduced reliance on informal handovers and individual expertise.
- Improved consistency in process execution.
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