recent developments in department of social protection presentation to tps seminar
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RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTION Presentation to TPS Seminar. Marie O’Neill Business Transformation Unit Department of Social Protection 14 December 2010. TODAY’S AGENDA. SETTING THE CONTEXT EXPERIENCE WITH BPI TO-DATE LESSONS LEARNT and KEY PRINCIPLES. - PowerPoint PPT PresentationTRANSCRIPT
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
Department of Social Protection 14 December 2010
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!
Department of Social Protection 14 December 2010
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!
Department of Social Protection 14 December 2010
Volume of Business Increase
Department of Social Protection 14 December 2010
TODAY’S AGENDA
→ SETTING THE CONTEXT
→ EXPERIENCE WITH BPI TO-DATE
→ lessons LEARNT and KEY PRINCIPLES
Department of Social Protection 14 December 2010
PROCESS IMPROVEMENT IN DSFA
Department of Social Protection 14 December 2010
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
Department of Social Protection 14 December 2010
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
Department of Social Protection 14 December 2010
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
Department of Social Protection 14 December 2010
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”.
Department of Social Protection 14 December 2010
TODAY’S AGENDA
→ SETTING THE CONTEXT
→ EXPERIENCE WITH BPI TO-DATE
→ LESSONS LEARNT and KEY PRINCIPLES
Department of Social Protection 14 December 2010
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.
Department of Social Protection 14 December 2010
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!
Department of Social Protection 14 December 2010
PROJECT ROOM – INVALIDITY PENSIONS
Department of Social Protection 14 December 2010
SAMPLE LSS TOOL – VALUE STREAM MAP
Department of Social Protection 14 December 2010
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?
Department of Social Protection 14 December 2010
CONTACT DETAILS
Marie O'NeillPrincipalBusiness Improvement UnitDepartment of Social Protection
Email: [email protected] Phone: 01-7043134Mobile: 087-9785307
Department of Social Protection 14 December 2010