National Insurance Contributions Office
The Challenge
NICO registers 70 million new National Insurance (NI) accounts and processes £59Bn of UK State Benefits and Pensions each year. They wanted to improve performance and the level of service provided to customers.
The Result
The UEP-led programme resulted in the following achievements:
- Productivity was boosted by an average of 25% (and, in the case of one operational area, by 145%), resulting in an improved customer experience
- 16.5% of NICO’s workforce was freed up to undertake other duties, including the creation of a new evening shift, further enhancing customer service
- NICO achieved Government Standard Customer Service Excellence accreditation in July 2009 The creation of a learning infrastructure – an environment for improving skills has been established via the on-site “academy” and quality cafes
- The creation of one of the UK’s largest Lean transactional environments with the ability to continuously improve its performance and customer service.
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