Limited details.
Case study under construction.
Company
IBM (consulting to Disclosure and Barring Service)​
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My role
UX
UI
Service design
Design strategy
Three Projects
'Barring Referral Service' - enables individuals to refer those suspected of acting in a harmful way towards children or vulnerable adults.
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'Standard and Enhanced Service' - allows registered entities to apply for a Standard or Enhanced DBS check.
'Online Results Service' - enables individuals to access the results of a Standard or Enhanced DBS check online.
Digitising and automating Government services - helping protect children and vulnerable adults
The UK Government department, Disclosure and Barring Service, embarked upon a multi-year program to digitise key services, to enhance its over-arching purpose and objective, that being to protect children and vulnerable adults.
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Three initiatives were started:
Service 1: Putting the Barring Referral Service online
The BRS service allows organisations and individuals to make safeguarding referrals to the DBS. The DBS uses information provided to make decisions as to if an individual should be prevented from working in regulated activity.
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This service was a manual, and paper driven process. This is now live on gov.uk and is fully digitised.
Service 2: Standard and Enhanced Application Service
Organisations which choose to register with the DBS, such as universities or companies, are able to apply for Standard or Enhanced DBS checks.
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DBS operate a number of different 'grades' of check, which range from checking basic information about an individual, such as name, address, criminal convictions, to more 'deep-dive' checks into an individual's background, where there is a need for increased security.
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This service, previously in paper format, was end-to-end digitised for speed, accuracy and cost saving.
Service 3: Online Results Service
When a DBS check is completed, the result of the check is sent by post to the individual, and in certain circumstances, an 'indicative' result is given to the organisation requesting the check.
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As a result of a change in privacy policy, the indicative result was to be removed, and the result was to be accessible online by the individual, who could choose whether or not, and with who, the result could be shared.
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Again, to increase speed, accuracy and cost saving for all parties.
SERVICE SCOPE
Interrelated services
When a DBS check is completed, the result of the check is sent by post to the individual, and in certain circumstances, an 'indicative' result is given to the organisation requesting the check.
Disclosure and Barring Service - product map
THE CHALLENGE
BRS
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context of design within gov. - project (limited design involvement)
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BRS - getting control of design within the project
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Connecting design with UR
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Content standardisation / content audit (content themes) [sl 16]
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Refining the user experience (experience themes)[sl17, 34-36][43-45]
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Refining from findings in UR (sl 20)
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​New features - file upload
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GDS assessments (see ppt.)
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Additional responsibilities
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SEAS
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Online results