Improving our online register service – reacting quickly and delivering results

Whenever we develop new digital services, we always put your needs, as a customer, at the heart of what we do.

We work in an agile environment. This means we can react and deliver results quickly.

We’ve recently been working with the Register Office. They were struggling with how their different pieces of technology were working together. We knew we could solve their problem, and after a quick team discussion we promised to fast-track a solution.

Four days later, the solution was in place. By being able to move quickly, we’ve been able to deliver a much better experience for the customer.

The challenge

Birth certificate - apply for a copy formThe Register Office team responds to requests from customers for copies of birth, civil partnership, death and marriage certificates.

Due to a lack of integration between our technologies, citizens had to use two separate forms to apply for a certificate and pay for it. The payment form also asked for information that the customer provided on the previous form resulting in duplication. This often led to mistakes where residents would complete the application form but not pay for it.

“We have problems with receiving forms without payment, and even payments without forms!”
Paul Wadsworth – Registration Manager

With two separate forms, our staff had to try and match up applications with payments which could lead to mistakes. For missed payments, staff had to phone customers and chase payments. This additional detective work slowed the entire process down and frustrated staff and customers.

At a significant time of their life – such as a birth or death – we didn’t want our citizens to experience stress and frustration because of technical obstacles.

The solution

We’ve simplified the customer journey and reduced the amount of time needed to process an application.

  • Customers now only need to use one form to apply and pay for a certificate because it is fully integrated with our banking system.
  • The form can’t be submitted without a successful payment so that staff don’t have to constantly check whether a payment has gone through.
  • Customers no longer have to input the same information in both forms which will make the process quicker for them and reduce errors.

The feedback

The solution has been in place for a few days and the feedback is very positive:

“Since the new form has been created it has taken a lot of stress and frustration away from our team and our customers. We are starting to spend a lot less time phoning customers chasing payments. We used to dread looking at the inbox in the morning for orders and now it takes a matter of minutes.”
Lucy-Anne Allen – Registration Officer

“The difference that this has made to the team is enormous! The time, stress and confusion, (for staff and customers) that the old system created was hideous. We now have a system that brings all the information together, no detective work needed. No matching up several orders to a payment. No calling frustrated customers for payment, despite their best efforts to order online. Thank you!”
Sarah Donnelly – Registration Officer

Dave Meakins is an information services analyst and works as part of the Customer First in a Digital Age programme at the council.

2 thoughts on “Improving our online register service – reacting quickly and delivering results

  1. Rob Gentles 11 August 2016 / 9.22 am

    Hats off to Dave for this, it has made a real difference, what was really refreshing was how responsive the process was, users gave Dave feedback from the front line over several days and things were fixed and improved in hours. An efficient, bureaucracy light process achieved quality improvements in days that have previously taken months. Thank you, Rob Gentles (another Registration Officer)

    • Thomas Davies 11 August 2016 / 9.41 am

      Hi Rob, thank you for your lovely comment. I’ll pass this on to Dave and the rest of the team 🙂


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