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Digitalising DWP services

shawn mach
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Couple of new blog posts from the DWP Digital team for those of you who like these things -

- update on (i) transforming the paper and telephone service into a digital service for people to apply for a Funeral Payment; and (ii)  improving the service that allows people to apply for Hardship Payments.

https://dwpdigital.blog.gov.uk/2016/01/21/build-better-services-not-just-digital-services/

- post re: ‘How we are treating online forms as services with user needs’

https://dwpdigital.blog.gov.uk/2016/01/21/how-we-are-treating-online-forms-as-services-with-user-needs/

shawn mach
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rightsnet.org.uk

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shawn mach
Administrator

rightsnet.org.uk

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Total Posts: 3773

Joined: 14 April 2010

shawn mach
Administrator

rightsnet.org.uk

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Total Posts: 3773

Joined: 14 April 2010

Snippet here re DS1500s -

The Secure Communications service authenticates third party healthcare professionals and lets them securely send information to the department. This is in private beta with GPs who send the DS1500 form to the department in support of a claim. Secure Communications is one of our enabling services which will be re-used across DWP and government.

https://digitaldwp.blog.gov.uk/2016/04/29/services-in-beta-show-the-thing/

 

Jon (CANY)
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Welfare benefits - Craven CAB, North Yorkshire

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shawn - 28 April 2016 03:56 PM

Some more new blog posts from DWP Digital:

We need to talk about…designing difficult conversations in services

It’s worth having a look at this prototyped re-design of the PIP questionnaire. They look to be replacing the blank box where people can “tell their story”, with a long series of tick boxes.

Gareth Morgan
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CEO, Ferret, Cardiff

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Jon (CHDCA) - 29 April 2016 02:30 PM

[It’s worth having a look at this prototyped re-design of the PIP questionnaire. They look to be replacing the blank box where people can “tell their story”, with a long series of tick boxes.

If you want to automate a process then you don’t want open ended questions; they’re really, really hard to deal with.  Lots of tick boxes are easy to design algorithms around.

Elliot Kent
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Shelter

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In my experience, the most helpful PIP2s are often the ones where the claimant has given examples and anecdotes of the way they are impacted. Spelling mistakes and weird turns of phrase tend to help remind those concerned with the case that they are dealing with an actual human being. Long lists of “I cannot do this” “I cannot do that” are easy to ignore. A check box exercise turns every claimant into a list like that.