SPRINT 13 Workshop 3 Going digital Tim Moss - Companies House
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Companies House in the UK has undergone a digital transformation to provide company information online. They started by developing better digital services for customers to file transactions more quickly and at lower cost with increased security and ease of use. This digital shift has led to processing efficiencies for Companies House and benefits like faster information access for customers. Lessons learned include focusing on the customer experience and having a digital mindset. Future plans include offering more open data and further streamlining transaction processes.
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SPRINT 13 Workshop 3 Going digital Tim Moss - Companies House
- 2. Going digital – Companies House The digitisation of transactions and the future
- 4. “ providing company information that ” customers value
- 5. Functions
- 9. Drivers for change: Paper to digital How did the journey start? The opportunity to exploit new technology to: Develop better service for customers Deliver efficiencies Increase quality
- 14. s 14
- 18. Benefits for customers • Speed • Lower costs • Security • Ease of use – right first time • Confirmation email • Ability to submit on time • Faster processing – quicker access to information
- 19. Benefits for Companies House • Processing efficiencies - Less data entry - Automatic checking - Lower reject rates - Faster processing • Leading to - Lower headcount - Lower costs – passed on to customers - Higher quality - Faster information for customers
- 20. Efficiency: cost vs. register size
- 23. Challenges / lessons learnt / successes • Customer insight • Customer journey • Customer design • Thinking outside the organisation • Digital mindset – policy and implementation • The ‘common case’
- 24. Future • Data - Free data - Accounts data - Linked data • Transactions - Further enablement - Improvements - combined Annual Return and Accounts - ‘30 second’ filing - Single Service - Digital identity - Cross government vision – ‘my account’
Editor's Notes
- The last word goes to the customers …
- We see Companies House as an information exchange involving registration and dissemination of information: Information is registered with us first when a company incorporates, and then at points throughout its life. Our core purpose is making that information available for search customers. Satisfying customers of both registration and search and making both activities effective and efficient relies on a range of digital services …
- Our first internet based service was the CH Direct search service, launched in 1997. A year later we launched our first electronic filing service - developed in collaboration with providers of company secretarial software to accept electronically from software packages output which until then was printed. Since then we ’ve added a range of services geared towards different customer groups: most notably the ‘man on the street’ WebFiling and WebCHeck services have given the greatest advances in take-up of services, but we also continue to refine services and develop new ones.
- Our first internet based service was the CH Direct search service, launched in 1997. A year later we launched our first electronic filing service - developed in collaboration with providers of company secretarial software to accept electronically from software packages output which until then was printed. Since then we ’ve added a range of services geared towards different customer groups: most notably the ‘man on the street’ WebFiling and WebCHeck services have given the greatest advances in take-up of services, but we also continue to refine services and develop new ones.
- Our first internet based service was the CH Direct search service, launched in 1997. A year later we launched our first electronic filing service - developed in collaboration with providers of company secretarial software to accept electronically from software packages output which until then was printed. Since then we ’ve added a range of services geared towards different customer groups: most notably the ‘man on the street’ WebFiling and WebCHeck services have given the greatest advances in take-up of services, but we also continue to refine services and develop new ones.
- Recognising different customer segments and catering to their different needs is fundamental. Contrast the ‘diy’ and ‘professional’ filer, and the one-off vs. wholesale data customer – the need for simple, effective services is paramount but what that means in practice may differ.
- For registration (filing) services the experience has been very different – although the first services were launched only a year apart, the journey has been slower and the challenges different. The figure above reflects take-up across the board in the context of an enablement of around 92% of all transactions received. Some of the challenges and the methods used to drive take-up can be more easily explained by looking at those in a little more detail … Each company on the register is obliged to file accounts and an annual return each year. The differences between these two compulsory filings illustrate some of the differing issues attaching to driving take-up:
- The annual return is a statement of basic information about a company and is required solely by Companies House. The information required can be represented in a form, and because we already hold information, we can pre-populate web forms for confirmation by the customer thus speeding up the process and making it easy to diy. In contrast, filing with Companies House is just one of many reasons for a company producing a set of accounts. The majority of customers use and a specialist intermediary (normally an accountant) and / or specialist software to aid in their preparation and to ensure they ’re correctly formatted and compliant. Preparation of accounts takes the majority of effort – submission is a matter of putting them in an envelope … A range of methods started take-up of the annual return: The introduction of the pre-populated web form – ‘shuttle’ Making paper harder by withdrawing the shuttle facility Differential fees linked to cost recovery – and increasing it Continually driving ease of use Until the advent of xbrl to codify data accounts represented more of a challenge. They ’re still about developing a simple interface but have also been far more about working with software providers.
- The most important thing in either context has been to recognise the target audience and carry out research and insight to identify barriers and incentives. Thus this early campaign when differential pricing was first introduced – aimed at a general audience, majoring on cost but also playing on ease of use and certainty of receipt and correctness, which we also knew to be important.
- We ’ve talked about customer benefits – what’s in it for us? Ability to absorb increased register size and therefore number of filings (figures) whilst reducing organisational headcount Quicker to get on the register, with fewer errors
- Being a trading fund, we pass reduced costs on to the customer – our annual return filing fee is lower than it was in 1992
- The new profile page – for the majority of common case companies, everything they might need to do is within a click (around 90% of transactions) And we ’ll build on this in the future to make it even simpler to check and amend
- The last word goes to the customers …