Helping create a wholesale transformation at NICO

The challenge

The National Insurance Contributions Office (NICO) – which registers 70 million new National Insurance (NI) accounts and processes £59Bn of UK State Benefits and Pensions each year – wanted to improve performance and the level of service provided to customers.

How we helped

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.

A sustainable, practical and scalable solution

  • A ‘Blueprint approach’ was created that had to be embedded and proven to deliver significant benefits.
  • The approach was then rolled out to the vast majority of the organisation.

Transferring knowledge to ensure a lasting cultural transformation

  • Trained NICO in the use of Lean tools and techniques enabled them to understand their current levels of performance.
  • We also trained NICO managers in the techniques required to engage people in change activities so that lasting cultural transformation could be realised.

To see all of the ways in which we helped, make sure to download the full case study at the bottom of the page.

The results

Some of the results following significant achievements:

  • Productivity was boosted by an average of 25% (and, in the case of one operational area, by 145%), resulting in an improved customer experience
  • 16.5% of NICO’s workforce was freed up to undertake other duties, including the creation of a new evening shift, further enhancing customer service
  • NICO achieved Government Standard Customer Service Excellence accreditation in July 2009
Subsequent benefits

The transfer of relevant skills and know-how to every level of NICO laid the foundation for the organisation’s continued success.

Since Unipart left NICO, this learning culture and infrastructure (and the continued engagement of staff) has delivered further (on-going) benefits:

  • Waiting times have continued to fall (further improving customers’ experience)
  • Productivity has increased by a further (average of) between 15% and 30% across all main processes
  • NICO has become a ‘Model Office’ and a location from which the PaceSetter journey has been shared with others in HMRC, the wider civil service and the private sector.

As a result of its activity at NICO, we have undertaken similar implementations in other parts of HMRC as well as creating programmes to mentor HMRC Directors and to equip top HMRC executives to lead their organisation.

To read all of the benefits that NICO saw as a result of our work, download the full case study below.

hmrc improvements