1. RECENT DEVELOPMENTS IN DEPARTMENT OF SOCIAL PROTECTION Presentation to TPS Seminar Marie O’Neill Business Transformation Unit Department of Social Protection 14 December 2010 Department of Social Protection 14 December 2010

2. TODAY’S AGENDA →S→SETTING THE CONTEXT →E→E XPERIENCE WITH BPI TO-DATE →L→L ESSONS LEARNT and KEY PRINCIPLES Department of Social Protection 14 December 2010

3.  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 BIG BUSINESS! Department of Social Protection 14 December 2010

4.  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 BIG BUSINESS! Department of Social Protection 14 December 2010

5. Volume of Business Increase Department of Social Protection 14 December 2010

6. TODAY’S AGENDA → SETTING THE CONTEXT → EXPERIENCE WITH BPI TO-DATE → lessons LEARNT and KEY PRINCIPLES Department of Social Protection 14 December 2010

7. 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

8. 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

9. 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

10. 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

11. 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

12. TODAY’S AGENDA → SETTING THE CONTEXT → EXPERIENCE WITH BPI TO-DATE → LESSONS LEARNT and KEY PRINCIPLES Department of Social Protection 14 December 2010

13. 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

14. 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

15. PROJECT ROOM – INVALIDITY PENSIONS Department of Social Protection 14 December 2010

16. SAMPLE LSS TOOL – VALUE STREAM MAP Department of Social Protection 14 December 2010

17. 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

18. CONTACT DETAILS Marie O'Neill Principal Business Improvement Unit Department of Social Protection Email: marie.oneill@welfare.ie Phone: 01-7043134 Mobile: 087-9785307 Department of Social Protection 14 December 2010