Delivering a Self Service Portal for a UK Government department
The Client
This government department is one of the UK’s largest public services and administers benefits to around 20 million claimants and customers.
They were looking to develop a Self Service Portal to empower internal users to solve issues without user’s having to contact the service desk.
The Challenge
The aim of the Self Service Portal project was to empower users to resolve issues on their own in order to:
- improve productivity for all its users
- improve user engagement and experience
- provide relief to the service desk, freeing up valuable time
- reduce the number of self-serviceable incidents
TXP were selected to build the portal based on the high level designs provided by the client and were required to deliver to G-Cloud framework. The development needed to meet ISO 27OO1 Information Security Management System quality standards and utilise TLS v1.2 as a minimum security standard.
The portal also had to be built to WCAG 2.1 AA web accessibility standards in line with the Government Digital Standards.
The Solution
TXP deployed a UK based, SC cleared agile delivery team to build the web-based self service portal with a focus on customer experience.
The team were engaged for a two month period to develop a minimum viable product for the self-service portal, including a portal API that is the integration point for other Systems, including Service Now, Workplace One and other mobile applications. Portal access management was developed to support user authentication via Kerberos or ADFS.
TXP were responsible for the development and testing of the application and the associated integration points. The team also provided support of rollout, testing and training and compiling associated documentation.Project management and governance were also provided for this outcome-based engagement.
The Benefits
The department received a completed project in 80% of the time quoted, and the remaining time was used to training existing team to help support increased usage of the System.
The client was able to realise a number of benefits including:
- offering users a better way to engage with its services
- helping users to resolve issues without having to contact the support team, resulting in a reduction in incidents to support
- quicker resolution times for issues
- improving accessibility of its services
- increasing the visibility of its services
As a result of the successful development and delivery of the application, TXP were engaged again to complete additional enhancements to the self-service portal.