Industry: Public Sector & NGO
Department: Records Management, Legal, Privacy Compliance
Company: (Anonymous)
Project Type: Green Belt
Project Duration: 5 months
Financial Benefits: 50% budget reduction
Speeding Up Public Record Releases: A Lean Six Sigma Approach
Processing and releasing records efficiently is crucial for public service organizations. Delays not only frustrate customers but also strain budgets and staff workloads. This Lean Six Sigma Green Belt project tackled inefficiencies in record reporting for claimants, with a goal of reducing processing time while staying within legal compliance.
By applying Lean Six Sigma methods, the organization reduced the time required to fulfill record requests from up to four hours per request to one hour or less. In addition, the project led to a 50% budget reduction, easing financial pressure and improving staff efficiency.
The Problem: Slow Record Releases and Budget Constraints
Public sector organizations handle a large volume of record requests, and in this case, the existing process was slow and resource-intensive. The delays not only impacted customers but also put unnecessary stress on the team.
The organization set a clear goal: reduce the time required to process record requests by 30 percent while also cutting costs. With strict regulations governing the release of public records, the project had to ensure that changes complied with legal and privacy requirements.
Mapping the Process: Understanding Where Time Was Lost
The first step was to map out the entire process using a SIPOC diagram. SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) helped the team visualize the flow of records from request to delivery. By clearly laying out each stage, it became evident that multiple steps added unnecessary delays.
To pinpoint the root causes of inefficiencies, the team conducted a Value Stream Mapping exercise. This method helped identify non-value-added activities—steps that did not contribute to a faster, more reliable process.
A baseline performance analysis confirmed that staff performance was not the issue. The delays stemmed from process inefficiencies rather than individual errors.
To further analyze potential causes of slow processing, a Fishbone Diagram (Ishikawa Analysis) was created. This structured brainstorming tool helped break down the issue into six main categories: People, Process, Technology, Materials, Measurement, and Environment.
Addressing the Root Causes: Implementing Practical Changes
Once the main inefficiencies were identified, the team needed to determine the best improvements to implement. A Benefit-Effort Matrix was used to prioritize changes that would have the biggest impact with the least resistance.
To ensure that legal and privacy regulations were met, a risk analysis was conducted. Since the project involved changes to how sensitive records were processed, there was a risk that the legal department or privacy compliance team might reject the new approach. To mitigate this, the team prepared a workflow document outlining the approvals and regulations that allowed the changes to proceed.
To further streamline decision-making, a Mind Mapping session was held to visualize different scenarios and potential obstacles. This helped refine the proposed changes before implementation.
Key Improvements That Made the Process More Efficient
To achieve the project’s goals, the following changes were made:
First, duplicate hardcopy records were removed from the process. This eliminated unnecessary paperwork and prevented confusion caused by multiple versions of the same document.
Second, a standardized workflow was created to ensure that all requests followed the same streamlined process. This prevented inconsistencies that previously caused delays.
Third, a hard change (Poka-Yoke) was introduced, ensuring that errors could no longer occur. By designing the process to prevent mistakes, the team reduced rework and unnecessary back-and-forth between departments.
Fourth, staff were directly involved in the process redesign. Each team member had a stake in the outcome, which increased engagement and helped ensure that improvements were practical and sustainable.
Overcoming Challenges: Getting Legal Approval and Stakeholder Buy-In
One of the biggest challenges was securing approval from the legal and privacy teams. They had concerns about how the new process would affect compliance with regulations.
Initially, explaining the proposed changes through traditional presentations led to confusion and delays. To resolve this, the project lead met with key stakeholders in person, showing them physical records and a flowchart of the proposed workflow. This visual approach made it easier for them to understand the improvements and gave them confidence that the changes complied with regulations.
Another challenge was keeping the project on schedule. To maintain progress, a timeline with internal deadlines was created, ensuring that each phase of the project was completed on time.
Results: Faster Processing and Significant Cost Savings
The project successfully achieved its objectives. The time required to fulfill a record request dropped from up to four hours per request to one hour or less. This meant that claimants received their records three times faster than before.
In addition to speeding up processing, the project also cut costs by 50 percent, significantly reducing financial strain on the department.
Staff motivation also improved throughout the project. At the beginning, team motivation was already high, with a rating of 4 on a scale of 1 to 5. By the end of the project, motivation had increased to 5, as team members saw the new process take effect and recognized the benefits of their work.
To maintain these results, duplicate hardcopy records were eliminated from the workflow, preventing unnecessary delays. The team also established ongoing monitoring to ensure that improvements remained in place.
Key Lessons Learned from the Project
The project highlighted several important lessons for Lean Six Sigma practitioners.
One of the most valuable takeaways was the importance of breaking the project into clear phases with internal deadlines. This structured approach kept everything on track and prevented unnecessary delays.
Another key learning was that involving the team from the beginning made a significant difference. When employees have ownership over improvements, they are more engaged in sustaining them. Selecting a project that directly impacted the team’s daily work helped ensure strong participation and support.
Finally, preparing a backup plan in case parts of the project were not approved was essential. By having alternative solutions ready and ensuring compliance with all regulatory approvals, the project team was able to move forward without major setbacks.
Facing Similar Challenges? Let’s Talk
If your organization is struggling with inefficient processes, tight budgets, or compliance challenges, Lean Six Sigma can help you achieve real, measurable improvements. Whether it’s reducing lead times, cutting costs, or streamlining workflows, a structured problem-solving approach can make a lasting impact.
If you’re facing similar challenges in your department, reach out to us to see how Lean Six Sigma can help improve your processes and achieve results that matter.
