The Change Management Award Shortlist

Customer Operations PSA, HM Revenue & Customs

In August 2010, Customer Operations asked East Kilbride to take on Pensions & Benefits (P&B) work. Our productivity in the first week dealing with P&B was 16.0 (customers per day) and our early quality results were an accuracy rate of 80.8 per cent. We knew we could improve our support to our people and created a training team to improve productivity and quality.

The training team devised two Learning Modules and bespoke sessions which proved key in improving performance of staff in East Kilbride, resulting in productivity increasing to 26.0 (62 per cent increase) quality is at 92.4 per cent (14 per cent increase) since we took over P&B. These significant improvements are testament to the improved skill levels the training team has developed across our office since its inception. The ultimate accolade is the Training Package and the bespoke approach has been adopted as national best practice. Parts of the package are being used in the current national Temporary Fixed Term Appointment (TFTA) recruitment programme and is delivering improvements across the UK.

The learning modules, bespoke training sessions and improved business results in our office have been the outcome of the tireless dedication the Training Team have shown to their role. These achievements fully merit this nomination.