Our success in meeting our own challenges has shaped our unique approach to consultancy
Her Majesty’s Revenue and Customs (HMRC) Debt Management and Banking directorate (DMB) is a nationwide service, spread over 75 offices, tasked with processing UK tax payments and collecting overdue payments.
DMB’s goals were to raise productivity by 30% while ensuring its employees had the right skills to continue to improve their performance. In addition they wished this activity to be integrated with PaceSetter (HMRC’s efficiency programme that we had been instrumental in implementing).
Our experience in our own company has shown that a high level of employee engagement is central to ensuring that any new way of working is sustained.
Our Practitioners began by engaging DMB employees in seven offices across South and West Wales in the process of analysing and improving their own work processes using Lean methodology.
Having identified variations in working practices and quality, standard ways of working were defined by the process experts and all team members trained to use them, increasing performance and minimising mistakes. The adoption of a range of meaningful performance measures allowed managers to ensure the right levels of staffing on each process. In some areas, the improvement in productivity alone addressed any lack of resource.
We then engaged with all elements of Debt Management operations (in a further 10 locations) across the UK, from call centres to field collection teams and legal enforcement, ensuring that end to end processes were better aligned for the various types of taxes that HMRC has to collect.
Over the course of our involvement, significant improvements have been achieved: