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


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


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.


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)


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

Government & Nonprofit

customer centredunderpin

data sharedcomplete

primary eligibility

government transaction

new transaction

user journey

accredited identity

data protection act