DWP – Modernisation Programme

Accelerated delivery of a stalled digital programme, reducing case processing timelines through implementation of a new case management solution.

The Context:

•        Programme stalled in discovery phase for over two years with no progression to delivery

•        Inefficient systems contributing to ~6-month case processing timelines

•        Need to move rapidly from discovery to implementation and deployment

•        Requirement to improve user experience and operational efficiency for case workers

•        Complex technical landscape requiring diagnostic and redesign

Our Role & Approach:

•        Conducted initial diagnostic to identify blockers and define technical solutions

•        Deployed multidisciplinary team across development, testing, and UCD

•        Designed and built a new case management tool to streamline processes

•        Delivered using Agile methodology with sprint-based delivery cycles

•        Transitioned programme from discovery to full implementation and deployment

•        Embedded user-centred design principles into solution development

The Result:

•        Successfully moved programme from stalled discovery to live delivery

•        Delivered new case management capability improving operational efficiency

•        Enabled reduction in case processing timelines

•        Established scalable delivery model for ongoing improvements

•        Improved user experience for case workers

•        Delivered against milestone-based contractual outcomes