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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.

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Recent developments in department of social protection presentation to tps seminar

RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTIONPresentation to TPS Seminar

Marie O’Neill

Business Transformation Unit

Department of Social Protection

14 December 2010

Department of Social Protection 14 December 2010


Today s agenda

TODAY’S AGENDA

  • SETTING THE CONTEXT

  • EXPERIENCE WITH BPI TO-DATE

  • LESSONS LEARNT and KEY PRINCIPLES

Department of Social Protection 14 December 2010


Big business

BIG BUSINESS!

  • 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

Department of Social Protection 14 December 2010


Big business1

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

Department of Social Protection 14 December 2010


Volume of business increase

Volume of Business Increase

Department of Social Protection 14 December 2010


Today s agenda1

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

PROCESS IMPROVEMENT IN DSFA

  • MULTI-LEVEL APPROACH

    • Late 1990’s - NEW TECHNOLOGY - BOMi

      • IT platform & architecture

      • Improved work processes

    • VARIOUS LOCAL INITIATIVES - Training

    • 2008 PROCESS IMPROVEMENT TEAM

Department of Social Protection 14 December 2010


Process improvement team

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

    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 better1

    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

    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 agenda2

    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

    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

    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

    PROJECT ROOM – INVALIDITY PENSIONS

    Department of Social Protection 14 December 2010


    Sample lss tool value stream map

    SAMPLE LSS TOOL – VALUE STREAM MAP

    Department of Social Protection 14 December 2010


    Current challenges

    CURRENT CHALLENGES

    • LSS – Same Process, Every Place, Every Time

    • Is 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

    CONTACT DETAILS

    Marie O'Neill

    Principal

    Business Improvement Unit

    Department of Social Protection

    Email: [email protected]

    Phone: 01-7043134

    Mobile: 087-9785307

    Department of Social Protection 14 December 2010


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