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Warwickshire County CouncilWarwickshire County Council
Transforming services through
identity & eligibility checking
Ian Litton
Commissioning Lead
4 March 2016
1
data

platforms

Registers

service patterns - licensing

transformation
Warwickshire County CouncilWarwickshire County Council
2
Trust
A lot of LG services rely on information from other organisations to prove eligibility for service.
That information may come from government departments, government agencies, or the private sector.
And if we want to deliver services digitally we need a way of getting that information online, in real time.
This is how we can really streamline services by removing paper trails and delivering complete services, end to end, online.
But if we are to avoid the problems associated with Care.Data we have to share data responsibly.
We do that [transition] by putting the customer at the centre of the process, only sharing the minimum data necessary for the transaction in hand, and ensuring we get the customer’s explicit permission for data to be shared.
In return they get quicker, simpler access to services.
We can only be certain a customer has given their permission for data to be shared if we have confidence in their online identity. For that we need GOV.UK Verify [transition].
With GOV.UK Verify we can establish a circle of trust - customers, service providers and attribute providers.
Warwickshire County CouncilWarwickshire County Council
Verify & Attribute Exchange
3
Attribute
Provider
Service Provider
Customer
Attribute
exchange
hub
Attribute
Provider
Attribute
Provider
Identity Eligibility
The mechanism we have developed in prototype to allow eligibility information to flow in this way is called an attribute exchange hub.
It is a generic infrastructure that could link any service provider to any attribute provider (public or private sector).
It is based on open industry standards, which will encourage a market of private sector hub providers.
GOV.UK Verify provides the foundation of highly assured customer identities. [transition].
The attribute exchange hub brokers the exchange of eligibility information [transition].
The data flowing can be as minimal as a yes/no answer to a customer’s assertion of eligibility
Warwickshire County CouncilWarwickshire County Council
4
Instant eligibility check
£12m/annum saving to LAs
£5m/annum saving to applicants
£0.5m/annum saving to DWP
Our prototype work has been based on the Blue Badge service.
Even for this relatively small service there are some significant benefits for all stakeholders
By reference to DWP benefits information we could carry out an instant eligibility check for 40% of all Blue Badge applicants
Happy
Sad
I can apply
online
Eligibility
criteria are
clear
I need to
prove who
I am
I need to
prove
where I live
I need to
prove my
eligibility
I need a
photo
I need to
upload
everything
or post it
I have to
wait for a
decision
And we can transform the customer journey from this…
Happy
Sad
I can apply
online
Eligibility
criteria are
clear
I can prove
my eligibility
automatically!
I can get my
photo
automatically!
Verify
proves
who I am
I can get an
instant
decision
Ecstatic
To this.
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County Council
Warwickshire County CouncilWarwickshire County Council
16
Don’t take my word for it.
This is what our user testers said
Warwickshire County CouncilWarwickshire County Council
Local Authority Services
Acupuncturist registration
Adoption
Adult day care registration
Adult placement registration
Animal transport vehicle licence
Betting Office Licence
Building materials licence
Carer’s allowance
Child performance licence
Childcare provider registration
Children and young people travel
pass
Club gaming permit
Council tax benefit claim
Disabled and older people bus
pass
Disabled people financial
assistance
Disabled people - parking permits
Housing Benefit Claim
Scrap metal processing licence
Taxi licensing
Venue licence (wedding
ceremonies)
etc…
Attributes
Proof of age
Disclosure & Barring check
Financial references
Vehicle registration
Operating licence for gambling
Insurance cert - premises
Insurance cert - vehicle
Insurance - liability
Medical certificate
Benefit status
Disability information
Photograph
Fire risk certificate
Driving licence
Driving licence points
NI number
Passport number
Right to work
Right to rent
Bank details
etc…
Attribute providers
DWP
HMRC
DVLA
Home Office
Disclosure and Barring Service
Insurers
Financial institutions
Credit reference agencies
Home Office
Gambling Commission
NHS (GPs, Hospitals)
Passport Office
Fire service
etc…
IDA: 200+ services
Attribute exchange: 50+
services
Fraud against LAs - £2b
annually
There are 200 plus services that could benefit from GOV.UK Verify
There are 50 plus services that could be transformed by attribute exchange
The services are very varied, and require a whole range of attributes from a whole range of attribute providers
Which is why it is important the solution is generic and standards based
Hand over to David to talk about this from a govt/DWP perspective.
Warwickshire County CouncilWarwickshire County Council
Transaction Attribute provider(s)
Current Cost/Saving
Identified
Blue badge applications DWP £12,000,000
Adult social care means test1 DWP/HMRC/Home Office £15,350,000
Single person council tax
discounts
DWP £51,590,000
Parking permits DVLA £11,000,000
Fleet management DVLA £10,600,000
Taxi licensing DVLA £4,500,000
Total £105,040,000
1There is potential to save an additional £35m/pa by reducing the free care period (NWEGG 2010)
www.oixuk.org
OIX publications
DWP and Attribute Exchange
Digital Futures
4 March 2016
Customers at the top
Our people (interacting with customers) in the middle
Enablers at the bottom, underpinning and enabling the 2020 vision
Different types of customer, in rural and city scapes
Use of segmentation, analytics and predictive analytics to help anticipate, inform and potentially help us change customer behabiour.
Understanding and using data from inside and outside government is curcial.
We need to analyse data more than we ever have, to help our people make the right decisions, quickly and easily.
The Risk Engine at the bottom is where the data comes in, before it’s sent up through the middle of DWP for those who use it.
2020 Vision Enablers
Attribute Exchange supports these enablers
Let’s remember who these services are for
charlie
Benefits
Business benefit:
• No need to verify data as it’s already trusted
• Saves time and money
• Data arrives with the transaction, so no need to store – reduces cost
• User authorises check, in session – decreases legal barriers and
increases compliance
• It’s already trusted, saving process time, operational and third party
costs
• Cheaper than shifting huge data sets around.
Customer benefit:
• Minimal data exchanged – just checking customer’s own assertions
• User cannot make an error in keying data since it comes from a
trusted source
• User has to type less, saving time
• User gets outcome during online session – once and done
• User has no additional processes to ‘verify’ her data.

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Transforming services through identity & eligibility checking | Ian Litton | March 2016

  • 1. Warwickshire County CouncilWarwickshire County Council Transforming services through identity & eligibility checking Ian Litton Commissioning Lead 4 March 2016 1 data platforms Registers service patterns - licensing transformation
  • 2. Warwickshire County CouncilWarwickshire County Council 2 Trust A lot of LG services rely on information from other organisations to prove eligibility for service. That information may come from government departments, government agencies, or the private sector. And if we want to deliver services digitally we need a way of getting that information online, in real time. This is how we can really streamline services by removing paper trails and delivering complete services, end to end, online. But if we are to avoid the problems associated with Care.Data we have to share data responsibly. We do that [transition] by putting the customer at the centre of the process, only sharing the minimum data necessary for the transaction in hand, and ensuring we get the customer’s explicit permission for data to be shared. In return they get quicker, simpler access to services. We can only be certain a customer has given their permission for data to be shared if we have confidence in their online identity. For that we need GOV.UK Verify [transition]. With GOV.UK Verify we can establish a circle of trust - customers, service providers and attribute providers.
  • 3. Warwickshire County CouncilWarwickshire County Council Verify & Attribute Exchange 3 Attribute Provider Service Provider Customer Attribute exchange hub Attribute Provider Attribute Provider Identity Eligibility The mechanism we have developed in prototype to allow eligibility information to flow in this way is called an attribute exchange hub. It is a generic infrastructure that could link any service provider to any attribute provider (public or private sector). It is based on open industry standards, which will encourage a market of private sector hub providers. GOV.UK Verify provides the foundation of highly assured customer identities. [transition]. The attribute exchange hub brokers the exchange of eligibility information [transition]. The data flowing can be as minimal as a yes/no answer to a customer’s assertion of eligibility
  • 4. Warwickshire County CouncilWarwickshire County Council 4 Instant eligibility check £12m/annum saving to LAs £5m/annum saving to applicants £0.5m/annum saving to DWP Our prototype work has been based on the Blue Badge service. Even for this relatively small service there are some significant benefits for all stakeholders By reference to DWP benefits information we could carry out an instant eligibility check for 40% of all Blue Badge applicants
  • 5. Happy Sad I can apply online Eligibility criteria are clear I need to prove who I am I need to prove where I live I need to prove my eligibility I need a photo I need to upload everything or post it I have to wait for a decision And we can transform the customer journey from this…
  • 6. Happy Sad I can apply online Eligibility criteria are clear I can prove my eligibility automatically! I can get my photo automatically! Verify proves who I am I can get an instant decision Ecstatic To this.
  • 16. Warwickshire County CouncilWarwickshire County Council 16 Don’t take my word for it. This is what our user testers said
  • 17. Warwickshire County CouncilWarwickshire County Council Local Authority Services Acupuncturist registration Adoption Adult day care registration Adult placement registration Animal transport vehicle licence Betting Office Licence Building materials licence Carer’s allowance Child performance licence Childcare provider registration Children and young people travel pass Club gaming permit Council tax benefit claim Disabled and older people bus pass Disabled people financial assistance Disabled people - parking permits Housing Benefit Claim Scrap metal processing licence Taxi licensing Venue licence (wedding ceremonies) etc… Attributes Proof of age Disclosure & Barring check Financial references Vehicle registration Operating licence for gambling Insurance cert - premises Insurance cert - vehicle Insurance - liability Medical certificate Benefit status Disability information Photograph Fire risk certificate Driving licence Driving licence points NI number Passport number Right to work Right to rent Bank details etc… Attribute providers DWP HMRC DVLA Home Office Disclosure and Barring Service Insurers Financial institutions Credit reference agencies Home Office Gambling Commission NHS (GPs, Hospitals) Passport Office Fire service etc… IDA: 200+ services Attribute exchange: 50+ services Fraud against LAs - £2b annually There are 200 plus services that could benefit from GOV.UK Verify There are 50 plus services that could be transformed by attribute exchange The services are very varied, and require a whole range of attributes from a whole range of attribute providers Which is why it is important the solution is generic and standards based Hand over to David to talk about this from a govt/DWP perspective.
  • 18. Warwickshire County CouncilWarwickshire County Council Transaction Attribute provider(s) Current Cost/Saving Identified Blue badge applications DWP £12,000,000 Adult social care means test1 DWP/HMRC/Home Office £15,350,000 Single person council tax discounts DWP £51,590,000 Parking permits DVLA £11,000,000 Fleet management DVLA £10,600,000 Taxi licensing DVLA £4,500,000 Total £105,040,000 1There is potential to save an additional £35m/pa by reducing the free care period (NWEGG 2010)
  • 20. DWP and Attribute Exchange Digital Futures 4 March 2016
  • 21. Customers at the top Our people (interacting with customers) in the middle Enablers at the bottom, underpinning and enabling the 2020 vision Different types of customer, in rural and city scapes Use of segmentation, analytics and predictive analytics to help anticipate, inform and potentially help us change customer behabiour. Understanding and using data from inside and outside government is curcial. We need to analyse data more than we ever have, to help our people make the right decisions, quickly and easily. The Risk Engine at the bottom is where the data comes in, before it’s sent up through the middle of DWP for those who use it.
  • 22. 2020 Vision Enablers Attribute Exchange supports these enablers
  • 23. Let’s remember who these services are for charlie
  • 24. Benefits Business benefit: • No need to verify data as it’s already trusted • Saves time and money • Data arrives with the transaction, so no need to store – reduces cost • User authorises check, in session – decreases legal barriers and increases compliance • It’s already trusted, saving process time, operational and third party costs • Cheaper than shifting huge data sets around. Customer benefit: • Minimal data exchanged – just checking customer’s own assertions • User cannot make an error in keying data since it comes from a trusted source • User has to type less, saving time • User gets outcome during online session – once and done • User has no additional processes to ‘verify’ her data.