HMRC Delivering large scale Business Transformation
The Challenge
HowWe Helped
Unipart Consultants were challenged to transform the department’s efficiency through embedding a sustained culture of continuous improvement over a five-year period, with the specific request of generating a 30% productivity uplift and improvements in quality. The transformation programme called PaceSetter, focused on improving leadership capability and employee engagement alongside significantly improving processes and addressing enterprise-wide value creation across the department. At the same time The National Insurance Contributions Office (NICO) – which registers 70 million new National Insurance (NI) accounts and processes over £300bn of UK State Benefits and Pensions each year – wanted to improve performance and customer services levels.
The original scope of work was to roll out 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 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. 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 and visual management tools and sustainment techniques were embedded to ensure long-term continuous improvement. A model office was setup 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.
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