Government case studies
Results we have delivered
We have delivered step changes in performance, in many different departments and in the broadest scope of service delivery. Recent projects include:
Call Centres
UEP was asked to implement Lean processes in a number of high-volume call centres operated by a major Central Government department. UEP was challenged to improve the quality of services delivered to customers, create capacity to improve the quality of support provided and transfer knowledge to the internal team. Within a six-month period UEP:
- Achieved sustained productivity uplifts between 14% and 74% (on telephone enquiries)
- Enabled a 20% increase in customer demand to be managed with no staff increases
- Reduced outstanding work in progress by more than 75%
- Trained over 700 members of staff in the use of Lean tools and techniques.
Transactional processes
UEP was commissioned by a leading Central Government department to redesign several high-volume transactional processes to achieve significant improvement in productivity in order to create capacity to take on new work. Within 18 months UEP:
- Redesigned 18 key processes and achieved an overall productivity uplift of 25%
- 16.5% of the department’s workforce was freed up to undertake other duties, including the creation of a new evening shift, further enhancing customer service
- Trained 1393 other staff in the use of Lean tools and techniques
- Created one of the largest Lean transactional environments in the UK.
Human Resources
UEP was tasked with introducing standardised work practices to improve consistency of customer service and to introduce improved workload planning to improve response to changes in customer demand patterns. The challenge was to engage people in the process improvement activities. Within 12 months:
- Achieved a productivity improvement of 100%
- Reduced the time taken to recruit new employees from 20 weeks to 12 weeks
- Reduced the backlog of old work from 112 days to 10 days
- Trained managers and team leaders in the use of visual management to drive further improvement activity.
Criminal Justice System
UEP, in partnership with a leading management consultancy, was commissioned to create a number of Lean model offices in pilot locations within the Criminal Justice System. The locations targeted were large and complex. In addition, the partnership developed a national Lean roll out plan and trained internal employees in Lean tools and techniques in order to deliver the programme. Within five months:
- 20% greater productivity
- 87% less time to prepare a case
- 30% less work content and reducing time taken to collect judges’ papers from two weeks to 15 minutes.
