Making the Job Seeker's allowance (JSA) Claim management service more efficient that more time can be spent helping citizens to get back into work. This included working with multiple stakeholders at DWP while bringing the project from Alpha to Beta following the GDS standards.

APPROACH

Within an agile team at Valtech, my role was to help understand the current state of the service on a user point of view to help craft and deliver a more efficient service that better meets the needs of both citizens and DWP staff in Job Centres Plus and Service Centres. 

SOLUTION

We redesigned the service and interface for work coaches to better manage JSA claims by reducing the amount of administrative tasks while providing a consolidated view of claimant profile to better tailor their appointments, and geared down an old legacy system for all work coaches.