Overhauling a regulator’s digital operations boosted staff efficiency, and customer satisfaction from 47% to 78%
In 2018, we replaced a legacy IT system for a body who licenses scientific research in the UK. After making our service live we were engaged again to add additional features.
Our original service allowed scientists to apply for licences online and the regulator to grant or refuse licences. New features requested included:
As the service was live it was important we continued to maintain it and add new features in ways that weren’t disruptive to users.
Any bugs were reviewed as soon as they were raised and prioritised for fixing by the development team. In the meantime the research and design team explored how to incorporate new features into the working software.
In total we carried out over 270 research sessions as we designed, tested and iterated the new features before making them live.
Together with the regulator we agreed a communication strategy to keep licence holders informed of changes to the system. This included weekly emails and presenting at industry conferences.
"[The regulator] seems to have focused on customer service a lot more in the last two years, they listen to us and ask our views on things. The online service has been a major shift - the change has been expertly managed with lots of clear communications."" Feedback from a research establishmentExploring ideas for improvements to the existing service
The new features have given the regulator many benefits. These include being able to forecast revenues for the coming year or respond more quickly to critical COVID-19 issues, for example by searching for projects that use species thought to spread the virus. It has also been invaluable to staff working from home.
“For us as a business to be able to carry on [during COVID-19] is just incredible...I am not comfortable travelling and I would not have been able to do anything without [the new system] at all.” Inspector
User satisfaction has also increased substantially. A survey of scientific establishments who use the system showed:
The service is now an exemplar for large-scale digital transformations and features in a blog post for the services in government blog.
Whether you’re ready to start your project now or you just want to talk things through, we’d love to hear from you.