Digital Public Service Innovation of the Year

The Digital Transformation of Public Services in the UK remains a key part of the modernisation of Public Services from Central and Local Government; to Health and blue light services. This award is for a public sector product or service that has shown an innovative approach during the last year that has seen measurable impact and outcomes.

Sponsored by

Vehicle Enquiry Alexa skill

Wales
Read More
DVLA Vehicle Enquiry Alexa skill

The DVLA Vehicle Enquiry Alexa skill is the first custom voice skill in central government. It offers a new voice channel as the most natural human interface, to give more choice to customers accessing information about their vehicles. This makes things simpler and better for the UK’s motorists.

Voice represents the next major disruption in computing, offering the potential to unlock services for those that struggle with digital skills. The DVLA Vehicle Enquiry Alexa skill is the first custom voice skill in central Government. It provides our customers with more choice to get vehicle information quickly and easily. Since its launch, we have had almost 10k unique users make over 60k enquiries. The skill has returned details on over 850 vehicles that are untaxed and over 700 that don’t hold a valid MOT certificate, raising awareness of vehicle status, make our roads safer and playing its part in reducing tax evasion.

Not content with just publishing the initial release, the DVLA Vehicle Enquiry Alexa skill has recently been updated. The latest release allows customers to save up to 3 registration numbers to an account, so they can retrieve details without having to speak the registration number each time. This demonstrates a willingness not only to trial new technologies, but to listen and respond to customer feedback.

Finally, the DVLA Vehicle Enquiry Alexa skill was created in-house as part of research into emerging technologies carried out in free time. It was designed, developed and launched entirely by civil servants at no cost to the tax payer, highlighting how public sector can lead the way in innovation.

Links to more information:

Thistle Assistance Card App

Scotland
Read More
Thistle Assistance Card App

The Thistle Assistance Card App was created to make it easier for older and disabled people to use public transport. Since launch, over 42,000 cards have been distributed and the design has been by all seven Regional Transport Partnerships in Scotland, making it the only nationally recognised scheme in Scotland.

The Thistle Assistance Card App was designed with the help of transport operators and SEStran Equalities Forum members to provide a flexible, informative product with symbols indicating the type of disability and a personalised message indicating the help required that could be read at a glance. It can be used on any mode of transport and is recognised by rail, bus, ferry, taxi and airport operators. SEStran were able to understand the many complexities, and sometimes anxieties, faced by many boarding public transport. This is something that is frequently taken for granted by able bodied passengers. The fully customisable app provides a simple form of communication between the driver and the passenger the easy to use interface closes the gap between disabled and non-disabled passengers. It also gives passengers (who wish) a form of discretion, and can reduce anxieties faced on public transport. The app is an innovative first for Scotland and the only one of its kind. Both the physical card and app are both free to all. Training packs have been sent out to Transport Operators informing drivers and staff of the app and card. It is also used as a training tool by the operators, the deliberately simple design of the product ensures that anyone can easily understand its meaning. One of the major benefits of the design is to allow drivers to understand a passenger’s needs, especially when a number of disabilities are often hidden.

Links to more information:

Customer First – Save Time Go Online

Scotland
Read More
Customer First - Save Time Go Online

Customer First delivers technology changes for customer contact to move citizens and businesses to more cost-effective online channels. Integrated channel shift and a reduction in corresponding back-office processing will increase efficiency and lower operating costs by reducing contact demand by 20% and moving 40% of remaining contact to digital channels.

Our Customer First digital transformation programme is reducing customer contact demand and delivering technology changes to move customers onto more efficient and cost effective online channels. Key achievements include the award new-look council website and the My Glasgow App which was shortlisted for a public service sector award for ICT. Our improved website means our customers can do more online and at faster speed, whilst the app has been a great success with over 66,000 registered users and an average of 6,500 requests received each month. Online integrated forms have increased efficiency by eliminating back office processing. Available for popular services such as bulky waste uplift, over 18,000 requests were made this way last year. More integrated forms are in development and the wider availability of these will lower telephone call and visitor numbers further. Non-integrated forms still require some manual input from staff however they contribute to reducing the most costly customer contact by capturing all required information first time. These forms are available for over 50 types of services and since 2015 we have received over 20,000 requests this way. Customer First has made considerable progress. Telephone call numbers are down by more than 25% in some service areas and as 2017 drew to a close, the number of customers going online where a digital alternative is available now exceeds those telephoning or visiting. For example, the recent P1 school enrolment campaign was highly successful, with 92% of parents going online to enrol instead of visiting the school.

Link to more information:

Digital Liverpool

North West
Read More
Digital Liverpool
Innovation Agency. Dr Emmanuel Nsubeto and sepsis team at Liverpool Royal Hospital.

The Digital Liverpool programme has delivered stunning outcomes to transform the delivery of care to the local population through the digitisation of health and care services. Outcomes include saving lives in relation to sepsis care, improving quality and safety and creating a culture where cutting edge digital innovation is tried and adopted in the NHS. RLBUHT have revolutionised care through removing paper & digitising critical clinical workflows. We faced many challenges including sepsis deaths and avoidable cardiac arrests. Through our Digital Liverpool Programme we have dramatically improved quality and safety and saved peoples lives through doctors and nurses transforming care through digital transformation.

NHS hospitals largely run inefficiently on paper and fax machines to communicate. We have abolished the use of paper records in a large hospital and transformed how care is delivered. We are one of a small number of hospitals in the UK that are considered global digital leaders. Our patient outcomes, driven by digital change, demonstrate that that is true. A few practical examples of impact:

Our e-Sepsis system identifies patients that could of died when being treated on paper. Though digitising this work, we are saving 200 lives a year.

Our e-Observations identifies patients that may have had cardiac arrests when being treated on paper. We now have a 46% reduction in cardiac arrests.

Our e-Falls has seen a 30% reduction in falls.

Our digital notes allow intensive care doctors to remotely review very sick people and proactively plan their care.

Our staff spend more valuable time caring at the bedside We are passionate and enormously driven about improving care for patients.

We are immensely proud with what we have achieved, our doctors and nurses work in relentlessly difficult environments treating sick people and have driven digital change in how they deliver care. We focus on patients. We focus on our staff. Our doctors and nurses have lots of digital ideas which our digital teams work with them to design and implement to improve and transform care and outcomes. We are creating a unique and exciting future for the people of Liverpool. We love it, so do they!

                                                       

        Links to more information:

Lean process modelling software

North West
Read More
Lean process modelling software

We have brought to the UK innovative process improvement software that not only helps organisations map their processes but also produce fully costed process models evidencing benefits of change. The software provides powerful analysis, collaboration, process handbook and even GDPR data audit functionality it’s a real continuous improvement game changer.

Traditional process mapping is done utilising post its and Visio with probably some excel/powerpoint/word used to deliver outputs. This approach works but has a number of drawbacks i.e. it takes a long time, there is lots of write ups and rekeying of data, stakeholders are not engaged with the outputs and amongst others savings are not integrated within the maps therefore it is easy to make mistakes when calculating savings. The software is widely used in Holland by over 33% of Public Sector bodies and private sector companies such as Schiphol Airport and Bavaria Beer. In our first 2 years in the UK we are already working with 15 Local Authorities/ public sector bodies to improve their processes. The software helps you by creating fully costed process models live in a workshop, engaging stakeholders and giving them a sense of ownership over the improvements, thereby gaining buy in and easing implementation of changes. The product supports a continuous improvement culture and real savings are shown by comparing your ‘As Is’ and ‘To Be’ processes. As well as improving engagement this is a timesaving tool for your analysts making business improvement 20-40% faster. On top of this maps can be published to a process handbook to ensure process improvement becomes embedded in the organisational thinking and culture. The cost of the software is covered by the time saved by just a single analyst using it. The cost is negligible compared to the many benefits.

Links to more information:

2018 Boundary Review Consultation Website

London
Read More
2018 Boundary Review Consultation Website

The innovative Parliamentary Boundary Review Consultation Portal project (2018 Boundary Review Website link below), showcases an ambitious, high-profile, national project which uses interactive mapping to support the Parliamentary Boundary Review. In a traditionally paper-based field, the portal has transformed citizens’ engagement with the democratic process, leading to an increase in online public engagement of over 250%.

The 2018 Parliamentary Boundary Review tasked the Boundary Commission for England with reducing the number of UK constituencies from 650 to 600, affecting millions of citizens. Previously, the Commission consulted by printing and distributing thousands of large paper maps. The public were invited to view these and provide their comments – mainly in writing and by post. However, the Commission had a vision for an innovative digital solution that would provide an easy-to-use and accessible channel for citizens to view boundary proposals on-line via an interactive map, and use intelligent E-Forms to provide their feedback (www.bce2018.org.uk). This pioneering approach to making complex public consultations digital has helped the Commission deliver a modern public service. It has also delivered a step change in citizen engagement; the 2018 review saw an increase in online public participation of more than 250%. The portal provides easy access to proposals and makes providing feedback more intuitive, accessible and convenient, resulting in over 90% of the 35,000 comments being submitted via the digital channel, far exceeding the initial target of 70%, and the previous review’s figure of 35%. Additionally, the portal employs innovative use of cloud-hosting, enabling it to scale to meet demand on a ‘pay-as-you-use’ basis, which was critical to effectively managing significant usage peaks at the start of the consultation phases. The solution has also proved transformative for the Commission’s back-office functions, the Commission’s team now upload, configure and manage all consultation processes using the portal; managing, and publishing relevant content, as well as collating and analysing public feedback.

Links to more information:

C the Signs

London
Read More
C the Signs - fighting cancer with early diagnosis

C the Signs is a digital tool (APP&Website) that uses artificial intelligence mapped with the latest evidence, to help GPs identify patients at risk of cancer. Covering the entire spectrum and cross-referencing multiple pathways, C the signs can identify what test, investigation or referral a patient needs in under 30seconds.

Currently, 50% of patients are diagnosed in the late stages of their cancer, resulting in an 80% mortality. Early diagnosis however, in stages 1 or 2, can result in an 80% survival rate. GPs diagnose only eight new cases of cancer per year. 17% will see their GP three times or more prior to being referred and 21% of cases are diagnosed in A+E at the late stages. NHS England estimates that early diagnosis could save an additional 50,000 lives and £210m per year for the NHS. Existing tools are paper based, slow, inaccessible and do not use the gold-standard NICE NG12 Guidelines. They use a finite number of symptoms only. C the Signs uses the NG12 Guidelines (over 100 pages long), which uses symptom combinations that are weighted differently. They lower the positive predictive value to 3% to identify patients earlier. The earliest signs are vague, non-specific and overlap in multiple pathways. In a 10-minute appointment this could be difficult, but, when using the tool information entered is cross-checked against the entire cancer database, to identify each pathway the patient may trigger and highlight the most appropriate next step for the patient, be it a blood test, endoscopy or two-week wait referral, in only 30 seconds. The tool allows GPs to search by system like breast, but also symptom, like appetite loss, signposting GPs to each pathway where appetite loss is featured. C the Signs is the first app to be part of the NICE endorsement programme.

Links to more information:

Data Analytics Learning Laboratory (DALL)

London
Read More
Data Analytics Learning Laboratory (DALL)

The NHSBSA set up a pioneering data laboratory that has uncovered £1.2 billion of potential savings and valuable operational and health insights. NHSBSA created an environment where data, previously inaccessible for analysis, is brought together with other unstructured health data for the benefits of our organisation, patients and taxpayers.

We believe our NHSBSA’s data laboratory initiative is a leading innovation because of how quickly we built our data analytics and data science skills and how we have demonstrated tangible benefits for our organisation, patients and taxpayers. Since 2014, these include:
  1. Identifying over £100 million of savings within the first 12 months, and over £1 billion of potential savings by March 2018.
  2. Patient-level data analysis has allowed us to enhance our services to the NHS by providing richer insight into the drivers of prescribing cost and volume.
  3. Developed the first ever set of Polypharmacy Prescribing Comparators, which identifies patients who are taking multiple medicines enabling NHS colleagues to improve planning of services and health professionals to identify patients who may require a medication review.
  4. Benchmarking of antibiotic prescribing, this has contributed to an overall drop in items of 8%.
  5. Working in collaboration with other NHS organisations to combine data sets to identifying new insight for the national cancer registry.
  6. Improving our understanding of customers by analysing text in emails and complaints.
  7. Analysing text to consolidate lessons learned from projects, making NHSBSA more efficient by identifying activities that can be automated, improved or re-engineered.

All this has been achieved in just 4 years, by working together with Oracle as a technology partner and local universities we have changed how NHSBSA collects and uses data to the benefit of our organisation, patients and the tax-payer.

Links to more information:

Send your Fit Note

North West
Read More
Send your Fit Note

Send your Fit Note is a DWP Digital service that allows vulnerable disabled customers to submit medical evidence directly to the Department for Work and Pensions' systems using mobile technology, rather than posting or calling into a jobcentre. This has reduced the wait for customers from up to 15 days to around two or three.

Disabled customers claiming Employment and Support Allowance (ESA) must provide evidence by submitting regular Fit Notes, usually by post which can take two weeks. Urgent payment needs or lost evidence causes additional stress to vulnerable citizens. The Send your Fit Note service alleviates this by capturing, checking and submitting evidence directly to departmental processing queues, all at a time and place convenient to the customer. It lets the customer take a photo on their mobile phone and gathers basic information to allow the service to automatically send the Fit Note to the right customer account in the right processing centre. This is all completed in a matter of minutes, reducing the need for vulnerable citizens to spend additional time/money on attending a jobcentre which may be a number of bus rides away. This is a pioneering service for the department because it:

uses smartphone technology to capture the evidence and submit it – the first to be developed specifically for this checks the image to ensure it’s the right evidence • pushes it into the departmental system directly to agent queues is the first DWP service to fully publish our source code and develop a pattern for others to follow.

Feedback from customers and employees has been extremely positive - over 80% of users are satisfied. Recently we opened the beta to cover urgent payments where jobcentres had closed due to snow – in one case our agent texted the link, received the Fit Note and processed their payment whilst the customer was on the phone reducing the wait from days to minutes.

Links to more information:

User-centred Apprenticeship Service

West Midlands
Read More
Better, quicker, effortless – building an industrial scale, user centred apprenticeship service

The Apprenticeship Service launched in April 2017, delivering a service enabling employers to deliver apprenticeships with the new levy. Currently supporting over 13,000 employers, half a million apprenticeship candidates and over 1.6 million applications to date: learning from users, it is digital-first, user-centred, delivered and iterated using agile service design.

In 2017 the Apprenticeship Service was launched, for the first time putting employers at the heart of apprenticeships and transforming administration of funding. During 2017 over 13,000 employers have taken control of their apprenticeship funds through the Apprenticeship Service. This ground-breaking service was delivered with multiple departments and external stakeholders using industrialised agile delivery, co-located multifunctional teams and best of breed digital practices and critical to our success has been consensus on a view of the future – our north star. This underpinned cornerstone deliverables, including optimised HMRC APIs, evolving on-line employer accounts prioritised by user need and improved services for new providers of apprenticeship provision, all successfully ensuring an on-line service delivering automated apprenticeship funding and supporting users through a complex policy environment. Our ‘north-star’ approach enabled evolution of our business organisation, not just web services and this understanding of the end-to-end customer experience ensured service design from their perspective, driving better, quicker and effortless service for all. Policy and operational people were part of agile teams building digital-first organisation capabilities – our business model would evolve to meet new user-needs and allow the service to scale. In the words of GDS, ‘we have rarely seen such a customer centric service that has embedded policy at the heart’. The Apprenticeship Service is an exemplar service within government, and sited as a benchmark for others. The service continues to evolve and iterate as we learn from users, scale the service to new users and add new features to enhance the service experience

          Links to more information: