apidays London 2022 - The Path from Open Banking to Embedded Finance October 26 & 27, 2022 Using APIs to join up customer journeys Jacqui Leggetter, Head of Integration, Senior Leader at Dept for Work & Pensions UK ------ Check out our conferences at https://www.apidays.global/ Do you want to sponsor or talk at one of our conferences? https://apidays.typeform.com/to/ILJeAaV8 Learn more on APIscene, the global media made by the community for the community: https://www.apiscene.io Explore the API ecosystem with the API Landscape: https://apilandscape.apiscene.io/ Deep dive into the API industry with our reports: https://www.apidays.global/industry-reports/ Subscribe to our global newsletter: https://apidays.typeform.com/to/i1MPEW

1. APIDAYS Conference 27th Oct 2022
Using API’s to Transform Citizen
Experience
Jacqui Leggetter
DWP Digital
Head of Integration Services

2. 2022 SERIES OF EVENTS
New York
JULY
(HYBRID)
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SEPTEMBER
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APRIL
(VIRTUAL)
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MARCH
(VIRTUAL)
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DECEMBER
(HYBRID)
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OCTOBER
(HYBRID)
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AUGUST
(VIRTUAL)
JUNE (VIRTUAL)
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MAY
(VIRTUAL)
APRIL (VIRTUAL)
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JUNE
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3. 2
Department for Work & Pensions
Digital
With
Purpose
Who are DWP ………
We are the UK's largest public service department,
providing support to c23 million people including:
• Children in low-income and separated families
• Working age citizens through ill-health, disability and
Unemployment benefits
• Retired citizens who have reached State Pension age
• Families who have had a bereavement
• We issue around £191 billion in payments each year
• We have over 84,000 employees across the UK

4. 3
Department for Work & Pensions
Digital
With
Purpose
Customer Journeys in silo’s ………
State Pension
Pension Credit
Attendance Allowance
Universal Credit
Mobility Benefit
Universal Credit
Maternity Allowance
Outcomes
• Our customers have to provide the
same information multiple times
• Operations staff don’t have a single
view of the customer
• Confusing and difficult for customers
and staff to resolve queries in one
touch; resulting in a high volume of
hand-offs
• Delays in sharing information causes
frustration and error
• We hold the same data in multiple
systems in different ways
• Inefficient technology
• Any data sharing is through overnight
batch on large monolith legacy
systems

5. Transforming our services in DWP; breaking down silos
through real-time data sharing
Breaking down the silos with Real-
Time data sharing
 Common (multi-channel) citizen facing
services enable us to capture and share
customer data in near real-time
 Improved experience for citizens
 DWP staff have a single view of up to
date citizen data
 We can share information we have to
improve the service for our customers
 Increased process automation
 Gives DWP staff more time to focus on
higher value work
 More cost effective for the taxpayer with
significant reduction in Fraud and Error
Citizen & Agent
interface/ multi-channel
Retirement Pension
Pension Credit
Universal Credit
Attendance Allowance
Job Seekers Allowance
Carers Allowance
Child maintenance
Maternity Allowance
Bereavement

6. Web Real-Time Communication
Service
Specific
Application
Product
Reuseable
DWP
Application
Products
3
rd
Party
Application
Capability
DWP Notifications
Gov.UK.Notify
Service Notifications
Service Signposting
DWP External Identity
DWP Feedback
DWP DEL Payments
DWP Appointments
DWP Reference Data
DWP Sign-posting
DWP Trust
DWP Citizen
Relationships
DWP Case Management
DWP AME Payments
DWP Tasks
DWP Management Info
DWP Support Offers DWP Evidence
DWP DEL Receipts DWP Analytics
DWP Citizen Event History
DWP Accounting
Service Awards Service Payments
DWP Matching DWP Debt
Gov.Uk
Identity Providers Address Verification
Bank Verification
Credit Reference Agencies
Banking System Providers
Appointment Booking Providers
HR Providers
Gov.UK.Pay
User
Interface
Agent Web User Interface
DWP People
Chat Audio
Video
Screenshare
DWP Internal Identity
Ver: 0.9
Date: 15-05-2020
Author: Enterprise / Domain Arch
HMRC Earnings
HMRC Tax Credits
HMRC Capital
DWP Citizen Residency
DWP Citizen Earnings
DWP AME Receipts
Citizen Information
Data Services Platform
Trust Hub
Citizen Web User Interface IVR
Service Notifications
Service Signposting Service Awards Service Payments
Service Notifications
Service Signposting Service Awards Service Payments
Service Citizen
Attributes
Service Management
Info
DWP Reference Data
DWP Reference Data
GRO B, M ,D
Business/Product
specific
components
Common/shared
components
3rd Party services
Common citizen
& agent interface
API & Events
enable
seamless
real-time
data-
sharing
across DWP
and wider
government
Digital
With
Purpose
DWP Digital Transformation ….Strategic Reference Architecture

7. Source Systems
Technical agility
Business agility
Cloud and legacy assets
Providing speed and scalability through the API
Exchange in the Cloud. Creating an abstraction
layer from the large monolithic assets providing
re-usable common APIs to meet key business
processes.
Enabling self-service and low-code integration by removing the need to
understand the complex estate. Allowing business product teams to focus on
their specific user needs.
API Exchange
Bespoke layer – specific solutions
Re-usable and common APIs
Exposed on a central gateway for re-use
Common processes e.g. residency,
make payment, send notification
API-Led design; best practice to drive re-usable services
Business
Product Focus
Re-use Focus
Limited re-use
Maximum re-use
ARA shared services

8. 7
Department for Work & Pensions
Digital
With
Purpose
Who needs to know about API’s?
Business Analysts &
Service Designers
Product Owners &
Delivery Managers
Engineers
Product Owners & Delivery
Managers find the best path
to delivery and finalise the
approach to leveraging the
most suitable APIs for the
consumer.
Business Analysts & Service
Designers identify data
requirements and the response
that is required between the
consumer and the provider.
Engineers are responsible for
taking the requirements and
building representations of
the data and operations
performed on it in multiple
different formats
Engineers create our API’s but are not the only roles that identify and work with them!

9. Department for Work & Pensions
Digital
With
Purpose
API Exchange
• API Standards
• Documentation standards
• Technical & Non-technical
description of API
• Enables earliest discovery and
test
• Drives up re-use
• Single view of API/Service/Data
owners
• Standardised security
• Test automation
• Self-service API deployment and
consumption
The Exchange is used by staff across DWP to find re-usable services and data
API Exchange: self-service API Discovery

10. Digital
With
Purpose
When the UK went into lockdown as a result of COVID-19 in March, our
citizens became increasingly dependent on us; there was an
unprecedented demand for
our services.
• Almost 3 million citizens made new claims in the
first month (more than 10 times the usual amount)
• Some of our initial actions relied on manual processes and face-
to-face contact
• We lost over 50% of our operations capacity due
to colleagues self-isolating with no remote working capability
Supporting UC customers during the coronavirus (COVID-19) lockdown
Process automation API
A new “check person” api was deployed in just over 2 weeks that
automated the manual check enabling all 3 million claims to be
processed and paid on time – the api is still in use today

11. Digital
With
Purpose
Original process relied on lots of people contact and movement of paper; now moved to digital
Enables medical assessments to be transferred digitally to drive automated processing,
resulting in quicker entitlement being established
supporting citizens through digitising medical reports
Introduced api’s to support citizens who cannot work due to health issues when they need a
medical assessment to asses their entitlement
API API
Paper
based
Digital/
automation

12. 11
Department for Work & Pensions Official
Legend: Real Time
Real Time Benefit Exemption check
As-was-
Journey
Citizen comes to
the pharmacy with
the request of a
free prescription
Transformed-
Journey
The pharmacist
dispenses the
prescription for
free. The citizen’s
eligibility cannot
be verified
Pharmacist sends
the paper copy of
claimants data to
NHS
NHS process all
information
submitted and
creates a batch of
all claimants and
sends to DWP
DWP receives &
processes the file
and sends a return
to NHS based on a
6% check
NHS follows up with patients
to recover the costs: the
£8.80/prescription charge, and
the Penalty Charge Notice (PCN)
can be up to a maximum of
£100.
Citizen comes to
the pharmacy with
the request of a
free prescription
Performs
Real-Time
check
The pharmacist
dispenses the
prescription free
once eligibility
checked
NHS BSA
RTEC calls the
DWP API
Offline
Debts that are not
collected after an
appropriate time, are
written off and
assumed as immaterial
to NHS England
DWP api returns
yes/no response
DWP
reusable
API

13. API’s in everyday use in DWP
Some of the most commonly
used api’s in DWP processes;
• Check personal details
• Address look-up
• NINO look-up
• Trace Citizen
• Verify identity
• Verify Earnings
• Reach Text Service
• Upload document to DRS
• Check award
• UC award details
• Validate Bank Details
• Send SMS Text
• Send notification
NHS Prescription Charge Exemption real
time check
DVLA Road Tax Exemption real time check
LA Free school meals real time check
Home Office Right to reside in the UK real
time check
Scottish Government
Citizen Information and Benefit real-time
check
Some of these
api’s are also
used by other
Government
Departments
HMRC Tax Free Childcare Entitlement real
time check
NHS Healthy Start Real tIme entitlement
check

14. 13
Department for Work & Pensions
Digital
With
Purpose
Joined up customer experience
Our current number of api calls
• Self-service discovery of 200+ APIs
• Processing c25million API calls
every day
• Volumes growing every day
Relationships
Residency
Bank Details
Address Identity
Verification
Re-usable components and connecting micro level services to create a seamless journey
for citizens