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The Environment Agency - Exemplar Digital Service

Simpler. Clearer. Faster.

The Environment Agency is a non-departmental public body to the Secretary of State for the Environment, Food and Rural Affairs. The Agency's aim is to protect and improve the environment and to promote sustainable development.

The Challenge

Following an EU directive that all regular transporters of waste woul have to register with the Environment Agency, the Government Digital Service (GDS) selected the Waste Carrier Registration service as an exemplar digital project. This meant that it would demonstrate how digital services could be far simpler, clearer and faster, and encourage far greater use.

Lower tier waste carriers had historically submitted registrations via hard copy or a phone call to the National Customer Call Centre (NCCC) in Sheffield. New registration volumes were proving to be prohibitively expensive to administer and were impacting on customer service.

The new digital service would resolve this and had to be completed in just 11 weeks, ensuring registrations could take place by the regulation deadline. The service also had to meet stringent security and GDS design criteria.

The Solution

CACI Digital Systems, the Environment Agency and GDS put together a team to develop the new online service - live within 11 weeks and passing full GDS assessment and IL2 accreditation.

Based on an Agile project methodology, each (2 week) sprint included regular reviews, testing and presentations. The service used open source components and restful design, address lookup and ElasticSearch integration, behaviour driven development (BDD), integration to analytical platforms, continuous development processes and cloud hosting.

The Results

The solution provided significant savings against a traditional contact centre based solution - estimated at between £2-4 million.

The new service now allows waste carriers to register in an average of 3 minutes and be fully visible on the public register, with the efficient search within the service allowing the Environment Agency to provide an assisted digital programme to users.

The service has received over 90% in customer satisfaction surveys, with feedback continuously monitored to improve user experience, and only 6% diverting to Assisted Digital. The solution is scalable and highly re-usable in design leading to cost saving and flexibility benefits for the Environment Agency in continuous development, future phases and other projects.

Further information

Find out more about our Digital Systems group can help your department or organisation.

"CACI Digital Systems created an agile, dynamic and successful team working hand in hand with the Environment Agency and Government Digital Service. They brought a refreshing partnership approach, openness, flexibility, experience and, most importantly, a can-do attitude that made our delivery a success."

Paul Wright
Business Director, Environment Agency
UK Headquarters
Kensington

Kensington Village
Avonmore Road
London
W14 8TS View Kensington office map

 

A brand new digital service in just 11 weeks!

The Environment Agency - Exemplar Digital Service