HMRC’s Continuous Improvement Journey

Will Dey-Wood, Barrie FawcusContinuous Improvement Team5 February 2020

CI Assessment - PaceSetter Roadmap – finite lifespan

CI Assessment

• Model Office Status a level above tier 5, Generally considered as the place for anyone to go and see very high levels of continuous improvement activity in practise

• Gold Standard Assessment process created to replace the PaceSetter Roadmap to recognise and reward HMRC Business Areas for being exemplars of Continuous Improvement against 5 key success factors (test & learn)

• Improving Business Performance• Engaged Staff• Being a Learning Organisation• Adding Value and Reducing Waste• Improving the Customer Experience

CI Assessment

Continuous Improvement Self Assessment Process

• Developed as a result of not going ahead with the Gold Standard Assessment process.

• Less resource intensive overall

• Caters for any level of CI maturity, still covers the 5 key success factors

• Provides a CI Maturity score, and level attained

• Takes about 15-20 minutes to complete

• Covers any type of work, considerative or KPI driven, and any grade level

• Is an easy repeatable process to measure improvement in CI maturity