3 156 evaluation report final version

8/7/2019 3 156 Evaluation Report Final Version

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eServices and Intermediaries ProjectProject Evaluation Report

Project Documentation

Project Evaluation Report

e-Services and Intermediaries Project


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1.

Document Control

Key Personnel

Title eServices and IntermediariesProject

Author Julie HillProject Manager, Tees DistrictBenefits Agency

Status Final Version

DocumentReference

Summary

1. This document draws together the findings from the e-Services &Intermediaries Project and presents them in a format suitable for the ProjectManager and the Project Board. The Project Evaluation Report will cover:

1.1. a summary of the project

1.2. what the project aimed to achieve

1 3 the project findings


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Marietta Di Ciacca, Mike Small, Chris Thompson, Mike Tomlinson, CraigEtherington, Ian Bartlett, Joe Michna, Trish Thompson, Gerry Smith, Ian

Mason, Simon Milnes V 0.b (06/03/02) V1 (27/03//02)


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Contents

Document Control..................................................................................................2

Contents..................................................................................................................4

Project Findings.....................................................................................................9

Assumptions..........................................................................................................11

From Risk Register..............................................................................................11

Project Funding....................................................................................................13

Project Key Players..............................................................................................16


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Project Summary

1. Currently the bulk of information gathered to support the claims process inthe Department for Work and Pensions (DWP) is collected manually via aface to face reception or postal interface. Most of this is required to validateor verify information to support the claim or enquiry, for example birthcertificates, wage slips, savings and bank books, mortgage statements, sharecertificates and so on. Most of the information is also only available in

paper format.

2. Increasingly, intermediaries like the Citizens Advice Bureau, LocalAuthority and other organisations are assisting customers in claiming socialsecurity benefits. Much of this revolves around the exchange of paper-basedcommunication.

3. The Department has obtained Invest to Save Budget (ISB) funding toexplore the viability of offering an electronic alternative to this, whichutilises electronic mail (email) and document scanning facilities to transmit

paper documents electronically.

4. This ISB funding has provided for the installation of personal computers(PC's) with supporting hardware and software into 5 managed public outlets(Stockton Borough Council Housing Offices at Roseworth, Billingham and

Th b d Citi Ad i B t St kt d H tl l)


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8. The Project aimed therefore to identify if:

8.1. Customers, otherwise excluded from e-government services, wouldnevertheless utilise e-services where these are provided in thecommunity.

8.2. DWP e-services can provide the same or better service levels viaintermediaries

8.3. DWP business process can be modified / reviewed to effectivelymanage electronic evidence.

Summary of Project Aims

9. The Project aims were met as follows:

9.1 The pilot service was offered from Citizens Advice Bureaux andLocal

Authority Housing Offices. By offering the pilot service from theseoutlets the project ensured availability to customers who mayotherwise be excluded from e-Government services.

9.2 By offering the scanning service via intermediary partners, DWPprovided increased methods of communication for the customer.


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10.1. Addressing the department's requirement to deliver fully electronic

services by 2005

10.2. Identifying and seeking to overcome legislative and security barriersto the use of electronic services

10.3. 'Joining up' the delivery of services to the public through the use ofintermediaries and addressing unique social exclusion issuesassociated with electronic service delivery.

Summary of Business Aims

11. The project business aims were met as follows:

11.1. The project has contributed to addressing the departments

requirement to deliver fully electronic services by 2005. This shortterm, tactical project has provided for exploration in the area ofelectronic evidence within the claims process.

11.2. Legislative barriers have been identified and security issues relatingto the use of electronic services for this project have been overcome.

11.3. Joined up services were provided to the public through partnerships

f d ith Citi Ad i B d th L l A th it


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12.3. Objective 2 - Assess the customer demand for electronic access via

community services

12.4. Objective 2 Met. Despite advertising, customer demand was low.Live implementation covered only 3 months, from November2001 to February 2002.

12.5. Objective 3 - To inform future strategy on the use of documentationreceived in an electronic format

12.6. Objective 3 Met. Lessons learned from this project can be appliedto future projects and have been detailed in a Lessons LearnedReport.

12.7. Objective 4 - draw out and seek to resolve security and legislativeissues for this specific area of Electronic Service Delivery

12.8. Objective 4 Met. Security issues for this specific area of ElectronicService Delivery were identified and resolved. Legislative issueswere also identified and reported.


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Project Findings

1. Live implementation covered only 3 months (November 2001 to February2002) and customer take up during this period was low. Both users and non-users were surveyed and details are provided within this report.

2. DWP service levels increased due to the addition of communication from the

public by electronic means.

3. Electronic services were integrated into Benefits Agency business through thescanning and email service developed for this project.

4. IT was successfully developed by EDS Affinity and installed to provide liveimplementation from 12/11/01 to 28/02/02 (3 months). The service offereda secure scanning and email facility via the intermediary partners.

4.1 Training was provided to partner staff by the Project Manager

5. Evidence documents for locally administered benefit claims were identifiedand approved for scanning by Solicitors Branch

5.1 Crown Copyright prevented the scanning and forwarding of Birth,

M i d D th C tifi t Whil t C C i ht ll i


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No of Times Service Accessed 21

Sites No of times accessed

Billingham 5

Hartlepool 8

Roseworth 2

Stockton 5

Thornaby 1

No of Documents Scanned 52

Type of Document No of Documents

Bank Statements 15

Building Society Pass Books 8

Share Certificates 8

Letters 5Occupational Pension Statements 2

Other 11

Wage Slips 3

Other includes: P45/Passport/Shop Receipts/Completion Statements

Benefit Types 06


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1. Survey Feedback from users who accessed the service. Surveyswere

issued to 21 customers and 10 replies were received.

1.1 Users Comments: Why did you use the service?

o Convenient

o Did not want to visit BA premises

o Parking easier at partner sites

o Speed of processing

o Privacy at partner sites

1.2 Users Comments: Did you have any security concerns about theservice?

o None

1.3 Users Comments: Were the locations offered convenient?

o Yes

1.4 Users Comments: What was your experience of the service?

o Good and efficient

2 S F db k f h ff d b t d li d th


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1 It was assumed that EDS would have the capacity to deliver the requiredIT

within budget, timescale and quality criteria.

1.1 If the assumption did not happen, the possible impact would be projectclosure, as the project could not operate without the required IT.

1.2 The project budget was carefully profiled to allow maximum fundsavailable for IT development. The loan of PCs was successfully

negotiated with EDS Affinity.

1.3 The budget reprofile successfully enabled IT development within time andquality criteria required.

2 It was assumed that once IT had been installed for live implementation that itwould not fail.

2.1 If the IT failed, the possible impact would be project closure, as theproject could not operate without the required IT.

2.2 The project budget was carefully profiled to allow contingency funds forIT failure. It was also agreed with project partners that, in the event of ITfailure, the fax machine would be used in the short term to enable

ti ti f th li i t th bli


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Project Funding

1. Two sources for funding of this initiative were secured. These are:

1.1. Invest to Save Budget via HM Treasury 95,456

ProjectNo.

2001- 02

Current Capital

15665,718 29,738

1.2. DWP funding to a maximum of 127,274

2. Current Budget underspend: 16,786.

3. Capital budget underspend: 37,510.80The underspend was due to PCs being borrowed for the project from EDSAffinity.

4. The total budget underspend amounts to 54,296.80


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RESTRICTEDMANAGEMENT IN CONFIDENCEeServices and Intermediaries Project

Project Initiation Document

CURRENT EXPENDITURE

e-services project budgetprofile 2001/2002

Budget allocation 87,624 Apr

May

Jun

Jul

Aug

Sept

Oct Nov Dec

Jan Feb

Mar

Totals

EDSAffinity

Spec/Tender/decomis 90days

17955.0

0

19706.0

0

1818.00

2020.0

0

41499.00

MARS6 x emailaccounts

138.0

0138.00

StaffingMaint ofsystem atBA

1x HEO fulltime / 10months

1500.00

1556.00

2706.00

1927.00

1927.00

1927.00

1927.00

1927.00

1927.0

0

17324.00

BA AdminReceiver

1 x AA pt 2 hrpday x 6months

1000.00

1000.0

0Travel &Subsistance

9.00

154.0

034.00

142.0

0676.

00117.

006.0

0202.

00200.00

1540.0

0

ProjectPublicity

&Miscellaneous

764.00

870.00

470.0

0

2104.0

0

Conferences

510.0

0 96606.00

Totals

1509.00

1710.00

2740.00

2579.00

22322.0

0

22620.0

0

4359.00

2129.00

4243.0

0

64211.00

Partner

30 January 2011 50511345.doc 14


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Requests

StocktonLA

Staffing costs- meet half

3576.00

3576.0

0

CABHartlepool Staff (1731)

1731.00

1731.0

0StknAdviceService Staff (1731)

1731.00

1731.0

0

GRAND

TOTAL

0.0

0

1509.

00

1710.

00

2740.

00

2579.

00

22322.0

0

29247.0

0

4359.

00

212

9.00

4243.0

0

70838.

00

CAPITAL EXPENDITURE 2.

e-services capital budget 2001/20023.

Budget allocation39,650

Apr

May

Jun

Jul

Aug

Sept Oct

Nov

Dec

Jan

Feb Mar

4.

Equip Purch &Install 6 x kits

1875.9

1

1875.91

Equip Purch &Install

1scanner/printer for EDS

263.29

263.2

9

30 January 2011 50511345.doc 15


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GRAND TOTAL263.29

187

5.91

21

39.20

Project Key Players

Name Role Tel Mobile (or

FAX)

Email

Marietta DiCiacca DWP Head of E-Government andSponsor

0113 232 7647 0781 846 2251 [email protected]

Sharon Crosland Project Board Chair DWP E-govt Team

0113 232 7723 0793 925 0227 [email protected]

Paul Byrne 2nd Project Board Chair 0113 232 4644 FAX 0113 232 [email protected]

30 January 2011 50511345.doc 16
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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DWP E Govt team

Initiatives

7747

Trish Thompson Stakeholder NACAB DevelopmentOfficer

0191 233 0700 0777 328 1369 [email protected]

Julie Hill Project Manager BA Project ManagerTees District BA

0164 239 8631 None [email protected]

Ian Bartlett Stakeholder CAB Stockton

0164 263 3877 FAX 0164 2612666

Not available

Joe Michna Stakeholder CAB Hartlepool

0142 926 8242 FAX 0142 9868803

Not available

Phil Humphreys Proposed: Stakeholder

Appeals Service

0161 868 3610 07771 943421 [email protected]

Craig Etherington Stakeholder Stockton On TeesBorough Council

0164 239 3768 0790 968 6032 [email protected]

Mike SmallDepartmental ITSecurity Group

StakeholderDWP Security

Ian Mason attending onMikes behalf

[email protected]

Simon Milnes Stakeholder DWP e-GovernmentTeam

0113 232 4674 [email protected]

Chris Thompson Stakeholder DWP PAG

0125 368 9742 [email protected]

David DoddsStakeholderTees District BA

01642 636059 [email protected]

30 January 2011 50511345.doc 17
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