RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTION Presentation to TPS Seminar

RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTION

Presentation to TPS Seminar

Marie O’NeillBusiness Transformation UnitDepartment of Social Protection

14 December 2010

Department of Social Protection 14 December 2010

TODAY’S AGENDA

→ SETTING THE CONTEXT

→ EXPERIENCE WITH BPI TO-DATE

→ LESSONS LEARNT and KEY PRINCIPLES


Budget for 2010 = €20.84 billion Over 50 separate schemes/services 1.4m approx. people in receipt of payments

weekly – (2.1m beneficiaries) 83m payments made each year 6.5m telephone calls Nearly 5,000 Staff 145 locations : 62 Local Offices, 12 HQ areas

BIG BUSINESS!


Dynamic environment New schemes and Budget changes Economic & demographic factors 2.5m new claims made in 2009 New claims and Maintenance Weekly/monthly contact: REVIEWS

BIG BUSINESS!


Volume of Business Increase


TODAY’S AGENDA



→ lessons LEARNT and KEY PRINCIPLES


PROCESS IMPROVEMENT IN DSFA


PROCESS IMPROVEMENT TEAM IN-HOUSE EXPERTISE AND CONSULTANCY

How did we get here?• Evolved from Management Services Unit • Change of focus – from work measurement to process improvement• Lean Six SIGMA - Training•BPI and Skills Transfer Contract

Responded to Management Board priorities


DOING BUSINESS BETTER Invalidity Pension Section

• Steep learning curve • All basic Lean Six Sigma tools: DMAIC approach, mapping etc• End-to-end case management teams established (functional divisions removed)• Demonstrated ability to process more than double average 2008• Skills transfer to PI team and Longford staff

Social Welfare Appeals Office – Admin Processes • Backlogs of > 2,500 claims cleared – still up-to-date 6 months later • Process Lead Time Reduction of 6 weeks • Over 100 BPIs identified: being implemented• Overcame IR obstacles


DOING BUSINESS BETTER

Unemployment Claim Processing•LR increase in 2009 of 121,000•Inflows – 450,000 / outflows – 329,000•Local initiatives to respond to this•Major innovation – appointments & decisions at the counter

•Rolled out to over 30 Local Offices•Mixed results


UNEMPLOYMENT CLAIM PROCESSING

Phase 1: BPI in 3 offices Assess and improve claims process

Phase 2: Development of best practice Map whole process in Dundalk office Identify and verify key factors Improvements to current process

Phase 3: Innovation of new process New composite process Best practice roll out – “bottom ten”.


TODAY’S AGENDA



→ LESSONS LEARNT and KEY PRINCIPLES


LESSONS LEARNED

BPI works – lasting benefits!

LEAN SIX SIGMA is a powerful tool box

Change Hearts and Minds not the Process Achieve Skills Transfer → a BPI Project is the

start not the end of a process of continual improvement.


KEY PRINCIPLES

Empower management and staff:• Do ‘with’ not ‘to’ – agreed project charter, continuous consultation • Local members of project team• Give business area ownership of process – Value Stream Mapping • Build management tools - coaching, KPIs and targets, reports,

Managing the Process – Critical to making

change stick

Communicate, Communicate, Communicate!


PROJECT ROOM – INVALIDITY PENSIONS


SAMPLE LSS TOOL – VALUE STREAM MAP


CURRENT CHALLENGES

LSS – Same Process, Every Place, Every TimeIs this achievable or desirable in real life?

Factors to be considered include :•Culture

•Physical Environment•Current Performance

•Customer Service•Control

How do we get the Balance Right?


CONTACT DETAILS

Marie O'NeillPrincipalBusiness Improvement UnitDepartment of Social Protection

Email: [email protected] Phone: 01-7043134Mobile: 087-9785307


RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTION Presentation to TPS Seminar

Documents

claims process phase

new claims

current process phase

reviewsbig business

hq areas big business

key factors improvements

date lessons

local initiatives