Challenge
A Central Government department aimed to reduce the administrative burden on small and medium-sized enterprises (SMEs) interacting with public services. SMEs faced complex paperwork, slow processing, and inefficiencies, while internal systems grappled with fraud, waste, and error.
Initial research recommended a Business Passport solution modelled on financial services but revealed gaps in understanding SME needs, necessitating further discovery before advancing to the alpha stage.
Solution
A user-centred research initiative was launched to address these gaps. A multidisciplinary team conducted in-depth investigations into:
- Subject Matter Experts (SME) needs regarding eligibility and identity verification processes
- The requirements of government service providers and policy makers for improved systems
- The prevalence and impact of fraud, waste, and errors in transactions.
Methods included desk research, SME focused interviews, and internal stakeholder workshops which allowed them to deepen insights and align findings with government standards for project advancement.
Impact
The final discovery report provided robust evidence of the necessity for a digital business identity solution, addressing both SME and internal government challenges. This evidence enabled stakeholders to confidently advance the project into the alpha phase, aligning with strategic goals to streamline processes, reduce fraud, and enhance efficiency in government-SME interactions.
The groundwork laid by this discovery set the stage for significant long-term improvements in administrative processes and trust between businesses and government.
