{"id":17369,"date":"2016-10-28T12:33:46","date_gmt":"2016-10-28T11:33:46","guid":{"rendered":"http:\/\/digileaders.com\/?p=17369"},"modified":"2018-08-14T11:10:31","modified_gmt":"2018-08-14T10:10:31","slug":"regulated-customers-embracing-digital-data-design-simpler-services","status":"publish","type":"post","link":"https:\/\/digileaders.com\/regulated-customers-embracing-digital-data-design-simpler-services\/","title":{"rendered":"Regulated customers: embracing digital and data to design simpler services"},"content":{"rendered":"

I\u2019m Gillian Pratt, Deputy Director of Future Regulation at the Environment Agency.<\/p>\n

I\u2019m responsible for leading our Regulated Customer Digital Programme – which aims to improve services for our regulated customers.<\/p>\n

\"Environment

Environment Agency CEO Sir James Bevan testing a pilot version of the ‘I want to Fish’ digital service<\/p><\/div>\n

Since 2012 we have been working with our customers – those we regulate – to transform their digital experience with us. As a result we have developed new digital services around customer journeys \u2013 for example \u2018I want to fish\u2019 (watch our\u00a0video about developing the ‘I want to fish’ digital service<\/a>), \u2018I want to do something next to a river\u2019 and \u2018I want to manage waste\u2019 services\u2019.<\/p>\n

In July this year we launched our fifth new online service \u2013 the Flood Risk Activity Exemption digital service<\/a>. This allows our customers to register online for activities happening in or around rivers, flood and sea defences. So far the digital service is at 95% take-up (and still rising!). It has saved customers 20 minutes on average per transaction and it has enabled us to move a member of staff from the flood exemption team to do other work.<\/p>\n

Through the Defra Digital Transformation Programme, we\u00a0are continuing to develop digital services for regulated customers to\u00a0make us more effective and efficient. In the future these services can be easily updated if regulatory requirements change and we can also share the\u00a0technology across Defra Group – so more services can be digitised in the future for less money.<\/p>\n

The Regulated Customer Digital Programme successes have been the result of four years digital development work. I am proud to see us embracing agile ways of working, focusing on customer needs and reducing our ongoing development costs for new digital services.<\/p>\n

This post first appeared here on the Defra Digital Blog.<\/a><\/em><\/p>\n

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