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Local Government and Social Care Ombudsman
A secure web form for the public to submit complaints online. Linked via API, internal tasks have been streamlined and the complaints submission and management process simplified, creating significant cost and time savings.
Brief
The Local Government and Social Care Ombudsman (LGSCO) investigates complaints from the public and, due to the high volume of information received, their manual process was no longer working for them. We were tasked with designing and developing a webform and automating their internal management process to move the entire process online in order to save them time and money.
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CAPABILITIES
USER JOURNEY MAPPING
UX DESIGN
ACCESSIBILITY/WCAG COMPLIANCE
API INTEGRATION
DATA SECURITY
Approach
We set up several interactive and engaging workshops that enabled us to understand the complex internal processes of the LGSCO and how the information should be acquired from end users. Using this knowledge our User Experience Design Team mapped user journeys and created intuitive flows whilst our Development Team collaborated with the client’s external partner to integrate with their API, establishing the secure flow of information.
Results
The Online Complaints Form is a safe and secure site that enables users to set up an account to submit complaints and view the progress of their case. Significant efficiencies have been created for LGSCO as a business due to the filtering of unrelated complaints and the automated upload to their intake system. The LGCSO can now communicate with users within the site, and users receive automatic notifications meaning that the entire process is completed in one place.
The intuitive CMS allows the LGSCO to manage their content and users, whilst we provide secure hosting, maintenance and 24/7 support.
