caseworking1.4.ayesha-design-.pdf

Transcript

1. Digital, Data and Technology Service design & internal systems Ayesha Moarif Service Design Lead
2. Digital, Data and Technology
3. Digital, Data and Technology
4. Digital, Data and Technology Casework systems • End users vs system users • “Digitising” how it works now • Policy or procedure? • Pressure to keep running
5. Digital, Data and Technology Casework systems How we make decisions about an application more effectively and efficiently
6. Digital, Data and Technology Frame what needs solving within the end-to-end service 1.
7. Digital, Data and Technology Get or apply Claim Report Become Learn Check
8. Digital, Data and Technology Home Office services
9. Digital, Data and Technology Use key service stages to set outcomes 2.
10. Digital, Data and Technology Getting a permission • Find out • Choose and act • Make a decision • Fulfil decision • Meet rules • Enforce rules
11. Digital, Data and Technology Getting a permission • Find out • Choose and act • Make a decision • Fulfil decision • Meet rules • Enforce rules
12. Digital, Data and Technology Service outcomes Find out Comply Enforce Choose Act Decide Fulfil Apply for correct thing correct way Know what to expect by when Know what entitled to or not
13. Digital, Data and Technology Service outcomes Find out Comply Enforce Choose Act Decide Fulfil Apply for correct thing correct way Know what to expect by when Know what entitled to or not Get information needed for accurate and efficient decision Make a timely and accurate decision, less time spent on simpler decisions Issue permission with checkable entitlement Provider outcomes
14. Digital, Data and Technology Service outcomes Find out Comply Enforce Choose Act Decide Fulfil Apply for correct thing correct way Know what to expect by when Know what entitled to or not Get information needed for accurate and efficient decision Make a timely and accurate decision, less time spent on simpler decisions Issue permission with checkable entitlement Provider outcomes Ratio of incorrect to ineligible applications Time taken to make decision Grant, refusal, challenge and overturn rates Possible measures
15. Digital, Data and Technology Service outcomes Find out Comply Enforce Choose Act Decide Fulfil Apply for correct thing correct way Know what to expect by when Know what entitled to or not Get information needed for accurate and efficient decision Make a timely and accurate decision, less time spent on simpler decisions Issue permission with checkable entitlement Provider outcomes Ratio of incorrect to ineligible applications Time taken to make decision Grant, refusal, challenge and overturn rates Possible measures
16. Digital, Data and Technology Understand what activities need to happen 3.
17. Digital, Data and Technology A service Find out Comply Enforce Choose Act Decide Fulfil Things users need to do Things providers need to do Activities Activities e.g. “Visiting the UK” or “Getting an alcohol license” Major steps e.g. applying, being notified Sub-services
18. Digital, Data and Technology Check suitability Check eligibility Check entitlement Make decision Notify of a decision Issue proof Caseworking Unclear activity What actually needs to happen?
19. Digital, Data and Technology Things still likely to happen even in 10 years’ time whether human, a computer, artificial intelligence… or some other way we haven’t imagined yet
20. Digital, Data and Technology Ways we could do these activities What actually needs to happen Check eligibility Check entitlement Make decision Remove need for checks Use what we know Manual checks Automate checks Triage checks Issue proof
21. Digital, Data and Technology See how this happens now and how it could happen 4.
22. Digital, Data and Technology A service Find out Comply Enforce Choose Act Decide Fulfil Things users need to do Things providers need to do The ability to do them Technology Activities Activities Capabilities Systems and tools to enable delivery Data The actual data e.g. name, DOB Major steps e.g. applying, being notified Sub-services e.g. “Visiting the UK” or “Getting an alcohol license”
23. Digital, Data and Technology
24. Digital, Data and Technology
25. Digital, Data and Technology
26. Digital, Data and Technology Desired outcomes Current issues Ways to measure them Ideas to test High volume of incorrectly filled applications Financial eligibility proof unclear and inconsistent Get just the information needed to make a decision - Ratio of incomplete to complete application - Speed of eligibility check for x cohorts - Check before you start - Form redesign - Add key fields from proof to form - Skip cohort verified by HMRC Exam ple
27. Digital, Data and Technology Decision-making across multiple services 5.
28. Digital, Data and Technology A service Another service Decision: Grant refugee status to asylum seekers Decision: Agree to offer refuge through resettlement What’s the input? What decisions need to be made? What decision outcomes? What data required? What activities undertaken? What artefacts or proof?
29. Digital, Data and Technology Casework systems How we make decisions about an application more effectively and efficiently
30. Digital, Data and Technology More to read Building internal systems vs providing services https://hodigital.blog.gov.uk/2017/04/20/building-internal-systems-v-providing- services/ What we mean by service outcomes and measurement https://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes- and-measurement/ Creating a common language to describe services https://hodigital.blog.gov.uk/2016/12/21/creating-a-common-language-to- describe-services/