Continuous improvement at the Money and Pensions Service

The Money and Pensions Service is committed to ensuring that we approach both internal and external processes with a focus on continuous improvement and maximising the value that our work creates. This means that we are always looking at how we operate and considering how we could do things in a better way, be that a smoother customer journey, a more efficient delivery process, reduction of administrative burden or automation of workflows.

By utilising the data that we already collect to highlight potential improvement areas the Money and Pensions Service will work with those on the front line of debt advice, alongside subject matter experts to create improvements for both the client receiving debt advice and the advisor that is providing it. Thereby creating a journey that is great for the client and reduces the burden on the advisor.

Click here to see continuous improvement in action with Debt Relief Orders

“It’s not about getting more people through the door, it’s about creating a higher quality experience”

What can you do?

Removing waste

Look at your processes and consider “is this step really adding value?” (template found here Process self assessment)

A step in a process can be considered value if it:-

  • Changes the fit, form or function of the thing
  • Is correct first time
  • Is something that meets the clients needs

If your process step does not do one/all of the above then it could be considered wasteful and something that could potential be removed or reduced. These wasteful steps are considered “non-value” and typically fall into one of these categories:-

  • Transport – Sending of files
  • Inventory – Stacks of paper files
  • Motion – Searching for the correct report/file
  • Waiting – How long does it take for a client to see a debt advisor?
  • Over Production – Excessive length Confirmation of Advice 
  • Over Processing – Performing casework when advice would do
  • Defects – Missed debts on applications
  • Skills – Skilled advisor performing administrative tasks

How the Money and Pensions Service can help you?

We can provide subject matter expertise and/or continuous improvement methodology and tool training, please get in touch with us by filling out the below form or emailing CI@maps.org.uk 

What is continuous improvement?

Continuous improvement is an ongoing, long-term approach to improving processes, products and services by maximising their value and removing waste.

Generally speaking, continuous improvement aims to:

  • Increase Efficiency
  • Increase Quality
  • Reduce Waste (non value)

This is achieved by making small, gradual improvements over time and as the majority of changes are small, there is less impact making them easier to adopt and replicate, which allows for:

  • Generating results quickly
  • Making life easier for those carrying out the work
  • Giving the customer a better experience
  • Creating a culture of improvement in the business