We automated £124billion in payments to 12.6million UK citizens.
Read about our impact
We revolutionised the state pension process, delivering significant benefits to both DWP and citizens with our end-to-end transformation.
The Department for Work and Pensions (DWP) plays a pivotal role in delivering essential welfare, pension, and child maintenance services across the United Kingdom. Central to its responsibilities is the administration of state pensions, ensuring financial support reaches eligible retirees promptly and accurately.
Get your State Pension represents a comprehensive initiative aimed at modernising the state pension system. This transformation project seeks to streamline and digitise all aspects of state pension claims for approximately 12 million citizens through an integrated digital platform. Key objectives include precise pension calculations, timely payment processing, management of life event impacts, and ensuring a seamless user experience across various service channels.
Scrumconnect was entrusted with leading this transformative effort by introducing innovative scaling technologies, replacing outdated systems with a robust, cloud-based solution. We oversaw the end-to-end transformation of the state pension domain, delivering substantial benefits to both the DWP and citizens. Our approach included implementing microservices and APIs to enhance system stability, performance, and scalability, while adhering to Government Digital Service (GDS) standards for optimal user experience and operational efficiency. Integration with HMRC and other departments facilitated seamless data sharing and interoperability.
We revolutionised the pension claims process with user-centric design, agile methods and seamless integration.
Our strategy began with extensive user research, incorporating interviews, usability tests, and surveys. Stakeholder engagement and workshops were pivotal in defining project scope and refining service design through personas and user journey mapping. Iterative solutions were developed based on real user feedback, simplifying the pension claims process significantly.
We collaborated closely with policy and operations teams to co-design the service, introducing agile methodologies and iterative development cycles. This approach ensured continuous improvement in service delivery and fostered innovation in operational practices.
Our efforts seamlessly integrated across various portfolios and government departments, adhering to the Technology Code of Practice for enhanced interoperability and data reuse. Integration of multiple benefit system data sources and HMRC data enriched the unified user experience.
Our digital transformation boosted efficiency, citizen satisfaction and public service excellence.
Scrumconnect fostered stakeholder engagement through regular meetings and workshops, ensuring alignment and satisfaction throughout the project lifecycle. Real-time insights from dashboards facilitated informed decision-making, enhancing overall project responsiveness and efficiency.
By establishing clear milestones and nurturing a supportive team culture, engagement and satisfaction rates improved, resulting in a 25% increase in process efficiency.
Get Your State Pension stands as a benchmark in end-to-end digital transformation, aligning user needs with strategic business goals while redefining the citizen and DWP agent experience across all service touchpoints. This initiative represents a critical advancement in managing one of the UK government's largest financial commitments, underscoring its pivotal role in citizen welfare.
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