Collaborative efforts and user-centred design in modernising DWP's Winter Fuel Payments service.
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A comprehensive look at the Agile transformation and user-centric improvements made to the Winter Fuel Payments service.
The Department of Work and Pensions’ (DWP) annually provides Winter Fuel Payments to eligible citizens to assist with heating costs during the colder seasons.
Scrumconnect consultants collaborated with the DWP Retirement Bereavement & Care service in an Agile project lifecycle aimed at transforming the Winter Fuel Payments Service. The primary objective was to ensure efficient delivery of financial support to pensioners during the winter months.
The Scrumconnect team comprised user researchers, interaction designers, content designers, product managers, engineers, and business analysts. Together, they navigated through Discovery, Alpha, and Beta stages, each rigorously assessed by GDS.
Communication: Managed workflows and tracked progress effectively using collaborative tools like Jira and Confluence. Structured communication protocols, including bi-weekly updates, facilitated real-time discussions via Microsoft Teams and maintained a shared project dashboard.
Data-driven approach: Leveraged quantitative metrics and qualitative insights for evidence-based decision-making in design and development. This strategy significantly reduced journey drop-outs by 30% and boosted completion rates to 89%.
Methodology and approach: Adopted a user-centric design philosophy throughout the project lifecycle, starting from the Discovery phase to understand current systems, user behaviours, and pain points. Iterative delivery involved hypothesis testing, prototyping, usability testing, and continuous improvements based on user feedback.
Collaborative environment: Cultivating a collaborative culture across multidisciplinary teams and stakeholders, Scrumconnect facilitated workshops, co-design sessions, and regular playbacks. This inclusive approach ensured alignment with stakeholder objectives and fostered a shared vision for service enhancement.
Innovative approaches and methodologies implemented to modernise and improve the Winter Fuel Payments service for enhanced efficiency and user satisfaction.
Starting with the Discovery phase, Scrumconnect diligently identified key stakeholders and meticulously mapped the current user journey to uncover pain points and opportunities for digital transformation. Through extensive user research, including interviews and usability testing with agents and citizens, the team iteratively refined the service based on continuous feedback.
Ensuring inclusivity from inception, Scrumconnect rigorously tested prototypes for accessibility, collaborating with an agency specialising in accessibility and employing tools like Dragon for usability testing. This commitment not only met regulatory standards but also elevated user satisfaction and engagement.
The team implemented robust technical solutions including test-driven development (TDD), continuous integration/continuous delivery (CI/CD), and microservices architecture. These methodologies ensured reliable system performance and scalability, accommodating a projected increase in user data without compromising efficiency.
Themes and processes were meticulously mapped and categorised into high-level themes and epics, aligned with strategic goals. This was achieved through comprehensive requirement workshops and user research findings.
We extensively documented the existing processes and user journeys through process maps and service blueprints. This allowed our team to identify inefficiencies and pain points, leading to a remarkable 20% increase in operational efficiency.
Implemented test-driven development, automated testing, and CI/CD pipelines to ensure system reliability and performance. This approach reduced data inaccuracies from 38% to just 1%. Additionally, a systematic load testing framework was established, capable of processing 18 million citizen records in under 2 hours.
Designed scalable data models to accommodate a projected 20% increase in user data without compromising system performance. Regular collaboration with stakeholders ensured the alignment of short-term goals with long-term objectives, enhancing communication and data integrity.
The Beta phase commenced to develop critical service areas, with additional resources allocated to meet timelines and ongoing user needs research. GDS design patterns were utilised for system redesign, integrating microservices, continuous integration, continuous delivery, and automation.
Delivering substantial cost savings and operational efficiencies, transforming the Winter Fuel Payments service.
Achieved a 70% shift to digital channels, significantly improving user accessibility and convenience, and setting a new benchmark for public service innovation.
Enhanced processes led to a reduction in data inaccuracies from 38% to 1%, and a 15% increase in overall service efficiency, ensuring accurate and timely service delivery.
Saved £40 million through the decommissioning of legacy systems, while also boosting user satisfaction with completion rates rising to 89%, validating the effectiveness of our user-centric approach.
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