In 2003 the UK Department for Work and Pensions (DWP) IT Strategy described an enterprise landscape in which a single authoritative source of customer data existed (CIS). The DWP created a project to implement the new CIS system, migrate and enrich legacy data, and re-engineer legacy processing systems to utiise the new CIS services. Several other programmes immediately exploited this new capability for efficiency savings and provide a platform for improved customer service. In May 2007, DWP launched Phase 2, fincluding delivery of a shared biographic database for use by other UK Government Departments, including the Home Office and Her Majesties Revenue and Customs.

Policy Context

The development of CIS took place in the context of the various acts and regulations that make up the benefits and tax credits regime in the UK. Compliance with the data protection regulations and human rights act were key criteria. Specific data sharing legal rights underpin the use of CIS across government departments. Strict security and access control underpin the use of the system for multiple purposes, with specific users only having access rights to the dat relevant to thier role.

Description of target users and groups

Government departments and local administrations. At present there are over 124,000 users of CIS across several departments including: Her Majesty’s Revenue & Customs (HMRC), Local Authorities, for the administration of certian benefit entitlements; Legal Services Commission, to validate benefit entitlement for legal aid applicants; Department for Constitutional Affairs, where Court Service staff trace Magistrates Courts fine defaulters; Drivers & Vehicle Licensing Agency, to confirm receipt of higher rate mobility component of Disability Living Allowance for entitlement to exemption of vehicle licensing duty; Veterans Agency, to deliver War Pensions.

Description of the way to implement the initiative

CIS is designed, built and run by the IT directorate of The Pension Service on behalf of all the customers mentioned in this case. Currently CIS is a DWP shared service operation, but will within 12 months become a pan-government shared service.

Technology solution

DWP has a multi-channel strategy, for which CIS is the engine for customer data services. CIS is used as an integrated part of some applications and as a standalone web browser by other users, it can be accessed both internally in DWP and over the government secure networks across the UK. - The CIS technical services architecture reflects the intention to be channel agnostic, enabling delivery of core services though any channel - CIS is exposed as a set of web services - CIS services are integrated into a range of bespoke and COTS applications (Inc Siebel for customer relationship management) - CIS supports full web delivery through the provision of a browser based Simple Enquiry facility - CIS supports event subscriptions, asynchronous event notification and data promulgation CIS is being considered as the database behind the “tell us once” initiative run by UK Government, whereby when a consumer of government services notifies any government department of a change of personal details, these are promulgated to all government departments.

Main results, benefits and impacts

The Pensions Service CIS Programme has successfully introduced one of Europe’s largest citizen databases, which will provide an overview of the personal details and benefit history of anyone who has a National Insurance number (The UK social security number) CIS has enabled front line staff to have securely managed access to biographic data about every person whom is served by UK Government (circa 69m people), with exceptional levels of data quality, available online. CIS has enabled major business process improvements across DWP. Local government users now have simple access to accurate data, which improves efficiency and effectiveness in detection of inappropriate benefit payments CIS has been assessed as part of the UK government IT infrastructure and is now being implemented in several government departments, in place of their own system developments. CIS is already forecast to save UK Government circa £100m+ through re-use and extension of CIS (using the same project and supplier teams) Intra DWP deployment made massive impact and CIS is already being talked about and positioned as “The” citizen database for all UK government and public bodies. The CIS currently performs over 300 transactions per second and holds over 250 million data items on almost everyone in the UK.

Return on investment

Return on investment: Not applicable / Not available

Track record of sharing

The delivery model created for CIS is being adopted across all businesses in DWP. The project leader has held a large number of sessions with various parts of the central and local government in the UK, communicating what CIS and CISx are and why it and the models/approaches that were used to develop it (them) consititue good practice. CIS is an exemplar for a) the definition of a strong IT strategy executed within a federated business group b) excellence in delivery of a large scale complex IS/IT change c) Supplier management in an out-sourced context and d) re-use of a fit-for-purpose asset across multiple businesses in the public sector

Lessons learnt

Lesson 1 - The benefits of delivering the significant level of Business Benefits, that CIS brings, incrementally over several waves of change, rather than in one big bang approach. Lesson 2 - Create a shared vision with your Stakeholders and Suppliers, which allows you and them to deliver to a group of shared and common aims. Lesson 3 - Make deliverable promises, Deliver on your promises, keep to the timescales you agreed, and communicate, communicate, communicate with everyone.

Scope: National