Delivering a Self Service Portal for a UK Government department
To reduce pressure on its service desk and improve user experience, the department sought to develop a self-service portal that would allow internal users to resolve common issues independently. TXP was selected to partner the client, to deliver the portal, based on high-level designs provided, under the G-Cloud framework. The solution needed to meet strict government standards for security, accessibility, and performance.
The Client
One of the UKโs largest government departments, responsible for administering benefits to around 20 million claimants and customers. The department operates at scale and is focused on improving service delivery and operational efficiency across its digital estate.
The Challenge
- Enable users to resolve issues without contacting the service desk.
- Improve productivity and engagement across the department.
- Reduce the volume of service desk incidents.
- Deliver a secure, accessible solution aligned with ISO 27001, TLS v1.2, and WCAG 2.1 AA standards.
- Integrate with existing systems including ServiceNow, Workplace One, and mobile apps.
The Solution
TXP deployed a UK-based, SC-cleared agile delivery team to build a web-based self-service portal focused on usability and performance. Over a two-month engagement, the team delivered a minimum viable product (MVP) including:
- A portal API for integration with existing systems.
- Access management supporting Kerberos and ADFS authentication.
- Full development, testing, rollout support, and training.
- Project governance and documentation to support long-term adoption.
The Benefits
- Project delivered in 80% of the quoted time, with remaining time used to train internal teams.
- Reduced service desk incidents through user self-resolution.
- Faster issue resolution and improved service accessibility.
- Increased visibility and engagement with departmental services.
- Seamless deployment and future enhancements supported by TXP.
- Continued collaboration with TXP to expand portal functionality.