Session type:

Case Study

Presented by:

Catherine Hope

Department for Work and Pensions, UK Government

Jim Montgomery

Department for Work and Pensions, UK Government

Session time:

11 Mar 16:15 — 17:00

Session duration:

45 minutes

About the session

Theme: Data | Measuring success

This session will focus on a case study of collecting data within the Child Maintenance Service. Data can be such a powerful asset to help us understand user behaviour and how our service is running - but it’s often held in separate systems, its power lying dormant.

This means we make assumptions about how our service is performing, often not even realising that we should be challenging or proving those assumptions.

The Child Maintenance Group (part of the UK government’s Department for Work and Pensions) took a big step to record the phone calls it gets from parents to help measure those assumptions, and made a big discovery!

In this case study session, we’ll talk through what the assumption was, how we gathered the data and merged it together to give us insight, and what we did to improve our service.

Participant takeaways:

  • How to be the data champion in the room, and working with analytical professions.

  • Insights into the whole service: being able to join up the interactions online with offline: calls, letters, SMSs and emails.

About the speaker(s)