case study: business benefits of attribute exchange at warwickshire county council | ian litton |...

Warwickshire County CouncilWarwickshire County Council

Business Benefits of Attribute

Exchange

Ian Litton

Strategy, Programme and Information Manager

WCC

26th January 2015

Warwickshire County CouncilWarwickshire County Council

Data sharing criteria

• Drive services online – digital by default

• Real time, first point of transaction

• Minimise the data shared

• Complete the transaction in real time

• Use generic mechanisms

• Minimise bespoke arrangements

• Make if customer centred

• Underpin with assured customer identities

• Privacy, consent

Warwickshire County CouncilWarwickshire County Council

Data sharing criteria

• Drive services online – digital by default

• Real time, first point of transaction

• Minimise the data shared

• Complete the transaction in real time

• Use generic mechanisms

• Minimise bespoke arrangements

• Make if customer centred

• Underpin with assured customer identities

• Privacy, consent

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Warwickshire County CouncilWarwickshire County Council

Summary of UX testing

• Tested with 13 participants

• 11 over 60 years old

• All understood what was going on

• Felt comfortable with the process

• Saw need to confirm an identity and eligibility

• Happy to give permission to share attributes

• User journey had the “wow” factor.

Warwickshire County CouncilWarwickshire County Council

Attribute exchange - key points• Real-time data sharing

• Supports digital by default

• Minimises cost

• Part of a specific online transaction

• Data is specific and limited

• Customer centred

• Data shared with customer permission

• Underpinned by assured identities

• Minimises data sharing issues

• Clear and explicit process – users like it

• Generic mechanism - trust ecosystem

• national approach (GDS)

Warwickshire County CouncilWarwickshire County Council

The business case• Blue Badge

• 900,000 applications each year

• 40% eligible on primary criteria

• Majority postal

• Staff costs +- £14.40/hr

• 15-20 minutes to process an application

• 20 minutes to deal with errors

• = £2m/annum saving nationally with attribute exchange

• What other services could benefit from attribute exchange?

• Can YOU provide figures to demonstrate other service savings?

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