To address Sandwell Council’s corporate wide transformation programme the self styled ‘A Team’ from the Revenues and Benefits department conducted a brainstorm . Aiming to meet continuous improvement standards, the ‘A Team’ identified that the department was not achieving desired levels of customer service for housing benefit enquires.
– Voice of the customer – This improvement in the process will create a move from a current state 16% right first time for the customer to a future state of near 100%
– Cost – the team calculated that by getting it right-first-time for the customer meant that re-work would be eliminated and the cost of sending out forms to ineligible customers would be removed. Total annual savings would be £35,268
– Recognition – the successful completion of this project provided sufficient evidence to allow all team members to become qualified in Business Improvement Techniques at level 2. The assessment of these qualifications was fully undertaken by Lean Education And Development assessors
– The “A Team” are now able to tackle further issues in a structured way thus embedding the culture of continuous improvement
– Corporate response – the corporation are sufficiently impresses with the success of the Revenues and Benefits projects to date that they are now making the training and recognition programme a corporate standard for all corporation staff
– Cost to the corporation – all continuous improvement development of staff and assessment are fully supported by the Train to Gain initiative and meets the costs of the embedded full time team provided by Lean Education And Development