Copie de DWP JSA | marion-bayle

Re-designing the service to apply for the Job Seeker's allowance in the UK

For the DEPARTMENT FOR WORK & PENSIONS | Public sector | UK | 2018

CLIENT

The Department for Work and Pensions (DWP) is the largest government department in the United Kingdom and is responsible for the welfare and pension policy.

CHALLENGE

Making the Job Seeker's allowance (JSA) Claim service more efficient that more time can be spent getting citizens back into work. This included providing the necessary support to the assisted digital while bringing the project from Alpha to Beta following the GDS standards.

APPROACH

Within an agile team at Valtech, my role as Service Designer was to own the service end to end by focusing on the bigger picture. I made sure that our solution met the needs of each user group and that the overall service provided improved efficiency.

SOLUTION

Based on user research conducted across the country, technical requirements imposed by legacy systems and policy, we redesigned the citizens' interface to decrease the number of questions asked while improving their relevance and replaced CMS system for all DWP users.

process

CONTEXT

While Universal Credit started to roll out across the country occasioning a lot of confusions for citizens and a reorganisation of the work for the different DWP users, JSA Contribution remains a benefit on its own and in need of improvement as 50% of claims are still processed clerically with a drop out rate of 24%.

USER RESEARCH

In collaboration with the User Researcher, we did research to understand who are the citizens claiming JSA Contribution and the different DWP user groups delivering the service and what are their roles in the overall journey. We visited the Call Centre handling the JSA claim for DWP multiple times. They are responsible for taking new claims on the phone for assisted digital and vulnerable people and booking the initial work interview at the Job Centre for all new applications. We also visited many Job Centres across the country (Kilmarnock, Hull, Cardiff, etc.). They are responsible for collecting the evidence for claimants' application and make sure they are looking for work. And we finally visited the Service Centre in Glasgow, in charge of processing the claim and making the decision.