Kieran Lewis reflects on a recent project to integrate multiple data sources into a single Customer Relationship Management interface, improving call centre efficiency and customer experience by saving time per call and allowing agents quicker access to relevant information, and with ongoing and further improvements still to come.
...It's an easy and accessible forum for people who want to know more about agile, or ways of putting it into practice, without having to set up meetings, book meeting...
...an invalid postcode, the error message wasn't clear enough. It said: “Please enter a valid postcode in England.” Users seemed to be registering the ‘valid’ part of the instruction, but...
Digital technology has transformed almost every aspect of our lives. A lot has changed over the last 20 years since the last Data Protection Act was passed in 1998. In that year Celine Dion had a chart topping hit with …
...existing licences. Good prioritisation means faster progress. More advanced features, such as applying for or renewing licences, can be added later. … be flexible - by adjusting the way they...
...it encourages all sorts of unintended behaviours. People genuinely want to learn how to improve their performance, but they need to feel supported and encouraged to do that. A rigid,...
...collaborative, and meant we visitors could absorb a lot of new information in a very short time The whole workspace was better equipped for agile working, with flexible, moveable desks...
A cross-government collaborative team recently started a discovery looking at how waste movements are tracked across the UK. The team is keen to hear from regulators and businesses, to find out more about their needs. In this post I’ll explain …
...who have had to make considerable changes to the way they work. We’re grateful to them for their patience while we move from old to new. But the important thing...
Like many other government organisations, we have embraced the Service Manual, and we’re increasingly putting service design thinking and agile working methods at the heart of our approach to delivery. It’s change, and change for the better.
...it. At the same time, there has been no standard way to check data against the limits set in the permit. Assessing that data is a relatively slow manual process....
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