Debt Management
The Challenge
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 (1) raise productivity by 30%, (2) ensure its employees had the right skills to continue to improve their performance and (3) embed PaceSetter (HMRC’s efficiency programme).
The Results
Over the course of UEP’s involvement, significant improvements have been achieved:
- An average 34% uplift in productivity was achieved, while quality improved by 54%
- Through productivity improvements, 230 employees were released to work on more cases
- At one DMB contact centre productivity doubled in 20 weeks. Its new processes were subsequently implemented within three larger offices
- In Wales, where the initial issue had been a lack of personnel, the teams not only cleared their backlogs
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