Citizen portal, new service feasibility

 
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Situation

The UK government needed help in assessing the viability of the launch of a centralised online citizen account.

 

Approach

We supervised the customer insight and business viability study of this online citizen account. We planned the project, designed and overviewed the customer research and benefits analysis. While the former included a series of qualitative focus groups from relevant customer segments based on customer behaviours and economic groups, the latter was based on the review of customer journeys and business processes. The collaborative stakeholder approach included taking advice from working groups and interviewing over 20 representatives from DWP, HMRC, DfT, ICO and cross-government programmes such as Tell Us Once and Identification.

 

Results

The findings and recommendations were successfully submitted to the board.

 
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