Case Study
The Office for National Statistics: Connecting and Empowering Field Operation Teams
Company
The Office for National Statistics
Industry
Government (Public Administration)
Project Type
Business Applications
Please note: This project was completed by WORTH, which later rebranded as Kerv Digital upon joining Kerv Group.
Overview
ONS Teams Up with Kerv Digital to deliver a mobile first online and offline self-help facility.
The Office for National Statistics (ONS) is the UK’s primary source of statistical information for government, businesses, researchers, and the public.
Since 1801, it has collected vital information that informs government policies, decision-making and research across various sectors.
Kerv Digital supported ONS to empower and connect 40,000 field staff ahead of the 2021 Census.
Challenge
Ahead of the 2021 Census, the ONS recognised that to successfully mobilise their 40,000-field staff to capture data they needed to move away from a reliance on costly, large, printed manuals, which were inconvenient in the field.
Previously, the ONS never had any online support and there was a need to connect remote workers to the latest field guidance via a mobile-first online and offline Self-Help Facility.
Solution
The Self-Help Facility designed and developed by Kerv Digital, enabled Census staff to be self-sufficient in the field and remain supported by up-to-date ONS guidance.
A mobile-first online and offline solution, it maximised the opportunities and quality of data collected because, after all, it’s important to get it right.
Kerv Digital also assisted the ONS to deliver their content strategy. Since high quality content suitable for web users was key to the success of the Self-Help Facility, introducing keywords and meta tags ensured users could get to the right content fast.
“We have enjoyed working with such knowledgeable and professional staff in a truly agile fashion to complete the technical development in such tight and challenging timescales.”
Result
Kerv Digital’s execution of this project resulted in a solution that was championed internally by the ONS team delivering benefits across the organisation, including:
- Dramatic reduction of print manuals: By replacing 90% of the content of previous print manuals for field staff, The Self-Help Facility reduced paper wastage, increased portability and availability, and relieved pressure on content publication.
- Reduced call centre load: With searchable and bookmarkable content to hand at all times, field staff could access key info on demand and be truly self-sufficient, reducing expected call centre support by 65%.
- Real-time feedback and updates: As a living content system, new information in the field could be processed and updated back to the ONS with publishing updates in less than 30 minutes, allowing ONS to keep staff safe and supported with the latest guidance.
- Secure mobile GDS standards compliant service: Rapid digital product development created a secure mobile Government Digital Standards (GDS) compliant service. The service is fully supported and maintained.
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