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As baby boomers inch closer to retirement, the government services that they rely upon are starting to feel the strain: delays, backlogs, and errors can be common. But one government office, the State of Michigan's Office of Retirement services, decided to do something about it by taking a customer-centric approach to process improvement and has achieved remarkable results.
In this Process Perspectives interview, Tim McCormick, Director of Customer Services at State of Michigan's Office of Retirement Services, describes the process improvement journey the office has undertaken since it began its improvement journey in 1997. At that time it could take up to 6 months for someone to start receiving their pension after they retired. Today, the office processes over 90% of pension claims within 30 days.