Corporate shared services
The Challenge
The Corporate Shared Services (CSS) department serving Her Majesty’s Revenue & Customs (HMRC) needed help to improve the quality, cost and efficiency of services provided to its customers from its offices across the UK. In so doing, the department hoped to achieve its goals of liberating capacity to deliver additional services – allowing it to capitalise on the opportunity to provide shared services across Whitehall – and supporting its customers’ own step changes in performance as part of HMRC’s Lean programme, PaceSetter.
The Results
By the end of the programme, significant improvements had been realised:
- Over 100% improvements in productivity
- Up to 75% reductions in work on hand and lead time to serve customers
- A 20% increase in customer demand managed with no staff increases
- A 28% release of resource to undertake other duties
- Up to 600% Return on Investment
- Excellent staff engagement in the development of the future state and ongoing continuous improvement
- Internal capability of the HMRC Practitioner team in Lean skills
- Improved management capability and now fully engaged in continuous improvement through workplace audits.
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