The Solution - initial phase
The original scope of our work was to rollout four ‘standard process solutions’ to ten Large Processing Offices, train up to 150 HMRC people to become ‘Central Experts’ in continuous improvement techniques and to design six standard solutions for the National Insurance Contributions Office (NICO). This first phase delivered to plan and budget, and achieved substantial performance improvements, typically:
- Productivity uplifts in the processing of self-assessment tax returns (both paper and electronic submissions) and associated documents ranging from 30% – 80%
- Quality (accuracy) improved by 50% minimum
- Backlogs of work eliminated
The early successes of PaceSetter resulted in the programme expanding into the Tax Credit Office, the Child Benefit Office, VAT National Operations and fifteen smaller processing offices. At the peak of the work, Unipart Consultancy had more than 50 Consultants working across the UK. Over 50 processes were re-designed, with new team structures implemented.
Our Consultants engaged employees at every level and built their capability to ensure the new ways of working are embedded and sustained. Teams were shown how to map their processes, identify and eliminate waste and develop improved ways of working themselves. Training in problem-solving techniques equipped them to deal with day-to-day issues rather than delegate them up the line. Visual management tools and sustainment techniques were employed to ensure long-term continuous improvement.
A model office was set up to give HMRC people the opportunity to go and see all of the PaceSetter tools and techniques working together, to meet and talk to colleagues who use them in their daily
work and to see a new style of leadership behaviour in operation. As a result of the sustainment measures put in place, through the engagement of employees and the development of capability and infrastructure, NICO has achieved a further 20% improvement in productivity since the original project ended.
