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Tegan wow ieee tees a Showepocsmande Geen wnpcies Sheproem steno SERENE Me pesiriadteni Hut eteenee meee make orders. for recorcing annual eae, purchasing bas enabled the Sroemous effort being Using the etetronic sik absence and appracals development of invoice bbeen made to beep staff sisal oft seman ce eee emer, Socata plese rot manage cock STE ‘progressing toa check out- ‘Preapemaoonans >| ‘Hudson said “Using the intranet. romana toads Enrtse Rr Many A a Tse) contac e tom been submitted. an approver’ Working on this direct at: Titageettoowe Te eppegrnne Somat atonsialy— hmemprecom6 oneHMIR Pacesetter: how teamwork l What's it all about, Arthur? "PACESETTER is as much about improving service to our customers as. itis about efficiency,” Arthur Durrant told oneHMRC. Arthur is responsible for the programme as well as being Centralised Processing's director. He believes PaceSetter will transform HMRC’ processing capacity and the way we manage it. The key to its success is getting practical ideas for improvements from the people doing ‘the work, and then establishing those improvements consistently throughout processing. Building our management skills at all levels USING: series of workshops the altaten ohn rd planing ‘operational management part sso help lc teams to bul te crpaceSater seeks toidentfy tees sis tosce al ae "Ararat Sieve seaeanre eaten, ioairentaaae” sation dpucanare sgieen tere lotahagiteecae ‘bstades to improvement in local business areas. ‘The lesderip sani eine to Proiesenor manages acess Proeing with 9 ear anferstncing [tte challenges be gansaion fees ae ey mt play 9 _sheing mproreren Mangers re encourage to cente theater perormanee inproverent cn Rorsh ‘oun capates and ook at om ey ‘onthe esting Salsa atesing tewie ‘eae to deers eter catomer efieney hen te eo ms eo ‘Once ares forimprovernt ine The programme consists of a number of projects that together will achieve this transformation. It supports managers and encourages everyone to take a fresh look at how we do things, New ways of working are being tested in Lothians, Cardiff Portsmouth and Ipswich, These new ways of working will, over time, be rolled out nationally. PaceSetter has four main areas of activity ~ ‘Lean’ work practices; performance improvement; leadership development and internal research, Tackling problem areas TOESTABUSH best working _astomera ten nelesmhon —__gatenshave been ein they have practices PaceSetterhasa _ferowngobsadesenstocteter tobe appaedty Ue pes owes Programme of dagrosicvsits lcm ogeineeyety_(G oanelePAE Po Ge iercen cereus Guteishow snd reniodin thom treble uring tee vt ning stems ges pai slurs er earle i” wey ‘uledand compares Rarest el ‘foonleee's gies rom reviewing yore ler operates scent Fromarthsancompaig Pow thee teres inpcten our test pace etry tse wheter we con ean hoor inesion lidar uggs by stffare erouhty ened to inte poret fr ran fepeaton Once ners oe Better customer service LEAN techniques have been inthe erage tineforprcing sel: mont oreen yar When thi Sedo greateffectin bo the Suna tabergiuecam edie sep raing publcand private sector for 38daytajstexThesenen pacts ewllinpro he stoner a iemasoronied earimenbets expen ening eater sped Fears ad cae "he oacton of exn et oes ‘ny plarsedand pecans ‘nate and UR Lean eps ‘enews Leama of waking hve ee tecninrodoce int 10 a LPO leas CD the Cn Beret Procsing sts ‘ere on ttl sal dat tothe newmetioes wih he parti at otto ey pobre ao ayee aerate ent ‘Spf Lean wrig. The eon apponh bess identynteri moe wo practices for erplethe ede cosecent eas rat ne teammenters rd asap lana dae ge ny Sanne neal essere (A worket he age Proceing Of 70}. ‘ter taling the way SA work es Flo ofthe corstants sopating thar mete eta enya uber fer ha comers eee 3 eur eed oct SA peopl note ame werk a ant ‘etc the St eas Thi estedoneHMRC 7 2ads to improvement Are we setting the right pace? [APACESETTERpilot has been percancreuton inthe gia sO_psnch eta Laws aed: furning in Suffoesince last tet sings compa ett 20 Yyear and so far the signs have set. Aonsly stffhave Been very encouraging Scored ete tve eter cg Deenveryencounging. hediegenduthihermangents Sooner baneot fe Gsassoteraspedsof be werk ation expeencad “he proceso atte entre ae ing Perse ta ay oberg sametigts Soyo ces apart the prcesttthove Ogura Dover mode presentations to senor sumed up how Thespataecions ASeresutot ths, had bee Ale {hat ther cotbuan valued. rey he furthrmorcontiene song Tasha thor stutfhssowe ter ronive tum sbi elght Ieings resets nd ining, when they {Stinsodary Ain Coemenhes eco Oe o- reteed te diernce theft Shed tr te Stato epticl sak iden ery Inprovmen hemes because they ewan ‘orto thy hae bon ered Nom that ther en oe pid iin ‘ne dy of bing foray presented ra drectr Che Saab "The came allved ess lead wile tent sa ha ed Upon of man hs eh 39 evelopment anda general wren fH Te act ha we were gen the bepaning nas atowe hse who con {hem Fonte stave ely eed ‘heater andr thems" ‘th suppo" fom Bernadette ‘res thes the procsing rest alin the at ow mnths. led to noneer efi rty and barter itn the eam and 30, ‘ortineNeroge aan Sita Jas win terstip th one ‘ration Sats (lt to gh Ping Cit, ran Clean, en Slt nets La, Here's what frontline staff had to say about PaceSetter Valued Confidence Gill Peterson: "Having known about Teon Cuthbertson: “A few months ago problems for many months we were was disillusioned, bored and ready to able to decipher what was wrong and quit. Since PaceSetter started, however, resolve the problem ourselves. By Thave gained confidence. My people identifying areas for improvement we skills have improved, | communicate have saved many hours. It's been great well with management, | know how to to know that our work and input is handle conflict and ! am proud to work NS valued.” for the team.” Achievement Passionate Kerry Crane: "Working with people from Jackie Clapham: "I didn't know what to other levels has really encouraged ‘expect at first but when I realised we effective teamwork among the staff. were going have a big say in future Barriers have been broken and projects | became passionately involved. partnerships formed which benefit To see my suggestions actually being everybody. Seeing evidence that ideas used was better than passing my are working has given us a tremendous motorcycle test, which happened in the sense of achievement.” same week!”