apidays London 2022 - Using APIs to join up customer journeys, Jacqui Leggetter, Dept for Work & Pensions UK

apidays London 2022 - The Path from Open Banking to Embedded Finance
October 26 & 27, 2022

Using APIs to join up customer journeys
Jacqui Leggetter, Head of Integration, Senior Leader at Dept for Work & Pensions UK
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Transcript

1. APIDAYS Conference 27th Oct 2022 Using API’s to Transform Citizen Experience Jacqui Leggetter DWP Digital Head of Integration Services
2. 2022 SERIES OF EVENTS New York JULY (HYBRID) Australia SEPTEMBER (HYBRID) Singapore APRIL (VIRTUAL) Helsinki & North MARCH (VIRTUAL) Paris DECEMBER (HYBRID) London OCTOBER (HYBRID) Hong Kong AUGUST (VIRTUAL) JUNE (VIRTUAL) India MAY (VIRTUAL) APRIL (VIRTUAL) Dubai & Middle East JUNE (VIRTUAL) Check out our API Conferences www.a pida ys .globa l Want to talk at one of our conferences? apidays.typeform.com/to/ILJeAaV8
3. 2 Department for Work & Pensions Digital With Purpose Who are DWP ……… We are the UK's largest public service department, providing support to c23 million people including: • Children in low-income and separated families • Working age citizens through ill-health, disability and Unemployment benefits • Retired citizens who have reached State Pension age • Families who have had a bereavement • We issue around £191 billion in payments each year • We have over 84,000 employees across the UK
4. 3 Department for Work & Pensions Digital With Purpose Customer Journeys in silo’s ……… State Pension Pension Credit Attendance Allowance Universal Credit Mobility Benefit Universal Credit Maternity Allowance Outcomes • Our customers have to provide the same information multiple times • Operations staff don’t have a single view of the customer • Confusing and difficult for customers and staff to resolve queries in one touch; resulting in a high volume of hand-offs • Delays in sharing information causes frustration and error • We hold the same data in multiple systems in different ways • Inefficient technology • Any data sharing is through overnight batch on large monolith legacy systems
5. Transforming our services in DWP; breaking down silos through real-time data sharing Breaking down the silos with Real- Time data sharing  Common (multi-channel) citizen facing services enable us to capture and share customer data in near real-time  Improved experience for citizens  DWP staff have a single view of up to date citizen data  We can share information we have to improve the service for our customers  Increased process automation  Gives DWP staff more time to focus on higher value work  More cost effective for the taxpayer with significant reduction in Fraud and Error Citizen & Agent interface/ multi-channel Retirement Pension Pension Credit Universal Credit Attendance Allowance Job Seekers Allowance Carers Allowance Child maintenance Maternity Allowance Bereavement
6. Web Real-Time Communication Service Specific Application Product Reuseable DWP Application Products 3rd Party Application Capability DWP Notifications Gov.UK.Notify Service Notifications Service Signposting DWP External Identity DWP Feedback DWP DEL Payments DWP Appointments DWP Reference Data DWP Sign-posting DWP Trust DWP Citizen Relationships DWP Case Management DWP AME Payments DWP Tasks DWP Management Info DWP Support Offers DWP Evidence DWP DEL Receipts DWP Analytics DWP Citizen Event History DWP Accounting Service Awards Service Payments DWP Matching DWP Debt Gov.Uk Identity Providers Address Verification Bank Verification Credit Reference Agencies Banking System Providers Appointment Booking Providers HR Providers Gov.UK.Pay User Interface Agent Web User Interface DWP People Chat Audio Video Screenshare DWP Internal Identity Ver: 0.9 Date: 15-05-2020 Author: Enterprise / Domain Arch HMRC Earnings HMRC Tax Credits HMRC Capital DWP Citizen Residency DWP Citizen Earnings DWP AME Receipts Citizen Information Data Services Platform Trust Hub Citizen Web User Interface IVR Service Notifications Service Signposting Service Awards Service Payments Service Notifications Service Signposting Service Awards Service Payments Service Citizen Attributes Service Management Info DWP Reference Data DWP Reference Data GRO B, M ,D Business/Product specific components Common/shared components 3rd Party services Common citizen & agent interface API & Events enable seamless real-time data- sharing across DWP and wider government Digital With Purpose DWP Digital Transformation ….Strategic Reference Architecture
7. Source Systems Technical agility Business agility Cloud and legacy assets Providing speed and scalability through the API Exchange in the Cloud. Creating an abstraction layer from the large monolithic assets providing re-usable common APIs to meet key business processes. Enabling self-service and low-code integration by removing the need to understand the complex estate. Allowing business product teams to focus on their specific user needs. API Exchange Bespoke layer – specific solutions Re-usable and common APIs Exposed on a central gateway for re-use Common processes e.g. residency, make payment, send notification API-Led design; best practice to drive re-usable services Business Product Focus Re-use Focus Limited re-use Maximum re-use ARA shared services
8. 7 Department for Work & Pensions Digital With Purpose Who needs to know about API’s? Business Analysts & Service Designers Product Owners & Delivery Managers Engineers Product Owners & Delivery Managers find the best path to delivery and finalise the approach to leveraging the most suitable APIs for the consumer. Business Analysts & Service Designers identify data requirements and the response that is required between the consumer and the provider. Engineers are responsible for taking the requirements and building representations of the data and operations performed on it in multiple different formats Engineers create our API’s but are not the only roles that identify and work with them!
9. Department for Work & Pensions Digital With Purpose API Exchange • API Standards • Documentation standards • Technical & Non-technical description of API • Enables earliest discovery and test • Drives up re-use • Single view of API/Service/Data owners • Standardised security • Test automation • Self-service API deployment and consumption The Exchange is used by staff across DWP to find re-usable services and data API Exchange: self-service API Discovery
10. Digital With Purpose When the UK went into lockdown as a result of COVID-19 in March, our citizens became increasingly dependent on us; there was an unprecedented demand for our services. • Almost 3 million citizens made new claims in the first month (more than 10 times the usual amount) • Some of our initial actions relied on manual processes and face- to-face contact • We lost over 50% of our operations capacity due to colleagues self-isolating with no remote working capability Supporting UC customers during the coronavirus (COVID-19) lockdown Process automation API A new “check person” api was deployed in just over 2 weeks that automated the manual check enabling all 3 million claims to be processed and paid on time – the api is still in use today
11. Digital With Purpose Original process relied on lots of people contact and movement of paper; now moved to digital Enables medical assessments to be transferred digitally to drive automated processing, resulting in quicker entitlement being established supporting citizens through digitising medical reports Introduced api’s to support citizens who cannot work due to health issues when they need a medical assessment to asses their entitlement API API Paper based Digital/ automation
12. 11 Department for Work & Pensions Official Legend: Real Time Real Time Benefit Exemption check As-was- Journey Citizen comes to the pharmacy with the request of a free prescription Transformed- Journey The pharmacist dispenses the prescription for free. The citizen’s eligibility cannot be verified Pharmacist sends the paper copy of claimants data to NHS NHS process all information submitted and creates a batch of all claimants and sends to DWP DWP receives & processes the file and sends a return to NHS based on a 6% check NHS follows up with patients to recover the costs: the £8.80/prescription charge, and the Penalty Charge Notice (PCN) can be up to a maximum of £100. Citizen comes to the pharmacy with the request of a free prescription Performs Real-Time check The pharmacist dispenses the prescription free once eligibility checked NHS BSA RTEC calls the DWP API Offline Debts that are not collected after an appropriate time, are written off and assumed as immaterial to NHS England DWP api returns yes/no response DWP reusable API
13. API’s in everyday use in DWP Some of the most commonly used api’s in DWP processes; • Check personal details • Address look-up • NINO look-up • Trace Citizen • Verify identity • Verify Earnings • Reach Text Service • Upload document to DRS • Check award • UC award details • Validate Bank Details • Send SMS Text • Send notification NHS Prescription Charge Exemption real time check DVLA Road Tax Exemption real time check LA Free school meals real time check Home Office Right to reside in the UK real time check Scottish Government Citizen Information and Benefit real-time check Some of these api’s are also used by other Government Departments HMRC Tax Free Childcare Entitlement real time check NHS Healthy Start Real tIme entitlement check
14. 13 Department for Work & Pensions Digital With Purpose Joined up customer experience Our current number of api calls • Self-service discovery of 200+ APIs • Processing c25million API calls every day • Volumes growing every day Relationships Residency Bank Details Address Identity Verification Re-usable components and connecting micro level services to create a seamless journey for citizens