In 2019/20, the Money and Pensions Service (MaPS) ran a collaborative improvement project working with supply chain partners to transform the way MaPS – funded debt relief order (DRO) units process DRO applications.
In running this project, MaPS, alongside Citizens Advice and Citizens Advice County Durham, were able to:
- significantly improve customer satisfaction
- reduce the duration of an average customer journey by 70%, and
- cut the cost of each application.
For the benefit of other debt advice agencies, this two-page document summarises the impact of this transformation project, the methodology used and key findings to help shape their own operational improvement.