Case study: Dutch Tax and Customs Administration_Smarter and more effective ways of working at the

The sheer volume of work piling up in the administrative departments, as well as the number of inaccurate files, was impeding the organisation’s ability to work smartly and effectively. Its ambition was to spend less time on administrative tasks, and more time on checking that tasks had been performed correctly.

Customer request

The sheer volume of work piling up in the administrative departments, as well as the number of inaccurate files, is affecting the ability of the Customs section to work smartly and effectively. Please help us to solve this problem.

Task for House of Performance

We were asked to support the organisation in redesigning its processes, reorganising its management procedures so as to allow more time for monitoring, and training its people in continuous improvement.

Our approach

The Dutch Tax and Customs Administration worked together with House of Performance to draw up a plan. This meant first taking stock of the organisation’s current working methods in order to ensure broad acceptance of the plan and to optimise knowledge sharing between members of staff in the offices involved.

Our approach

Smart interventions led to more time for monitoring 

We developed and implemented new standard processes for all the offices involved, including new forms of operational management. We also trained implementation coaches from the Dutch Tax and Customs Administration on site.

Results

 

 

FTE customer registration time  Registration processing time for new employees

Pieter Bots

One effect of this project carried out by House of Performance is that we now assess and discuss the results on a weekly basis. We can now also view the productivity and throughput times each week, thereby enabling us to discuss things with one another and decide on the most desirable course of action. Pieter Bots, MT member, Haaglanden