Formed in 2018 and growing at pace, OPSS were operating with outdated systems. Audit control and reporting were problematic. Making system changes was time-consuming and expensive. Various disparate tools were used, including web forms, emails, spreadsheets, and SharePoint.- OPSS wanted to future-proof their case management system whilst incorporating support and improvements to day-to-day operations.
- 1
We designed a user-friendly system that would save people time. - 2We established operational working groups to provide guidance and insight into the solution’s strategic direction.
- 3We adopted a low/no-code solution using Dynamics 365 within Microsoft’s Power Platform.
- 4MS tools were combined into one platform, including SharePoint Online, Power App, Power BI, Dataverse, Outlook email, MS Teams, and Office 365.
- 5We merged the features of the legacy systems into a single case management system. This avoided duplication of information and facilitated data sharing between OPSS teams.
- 6We integrated with the public-facing Product Safety Database to enable notifications to be generated more rapidly. As a result, the public are informed of any product that the OPSS has deemed unfit for sale.
- 7Power BI reports were built to mimic the legacy system interfaces, providing access to this historical data and de-risking the likelihood of introducing erroneous or low-quality data into the new system.
- 8We established a dedicated end-user helpline channel for business-as-usual users, allowing us to support live features while continuing to develop new functionality rapidly.
- We delivered an accurate and reliable user-friendly system that minimises data duplication and saves case handling time.
- All teams now have bespoke solutions that draw on a central repository of information.
- Users no longer need to leave the system to complete tasks; applications like Outlook are now integrated into the case management system.
- Role-based user access means that data security is woven into the solution meaning users only see case details appropriate to their needs.
- We have designed the solution to be as extensible as possible, moving beyond core case management functionality to encompass a broader scope of features for the wider community on the periphery of casework.
Their story
We established a Digital Community of Practice to encourage digital development, including adopting Agile working methods across OPSS Digital. We also developed a change management process to enhance the solution while building new features.
OPSS now have a centralised, low-code solution that provides a single data source for OPSS’s case management.
The centralised system drives intelligence gathering and trend analysis capabilities, enabling OPSS to become more proactive in removing harmful products from the marketplace.
OPSS can now retire legacy systems, significantly reducing the overhead and complexity of its technology estate.
Due to the extensible nature of the solution, more features are supported beyond those covered by the initial legacy solutions:
- Laboratory test engineers can track items and record tests conducted.
- Stakeholder engagement can be captured to build a full picture of all communication.
- Intelligence reports and whistleblowing activities can be disseminated to enforcement officers in real time.
- We included risk assessment work undertaken by the Border Profile Unit to aid decision-making and help intercept more unsafe products at the UK border.
