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Transforming debt relief order administration

Published on:

08 February 2021

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 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.

Transforming Debt Relief Orders (PDF/A, 219KB) Opens in a new window
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