Engineering the Pension Credit online service
The Pension Credit online service was recently accelerated and introduced during the coronavirus (COVID-19) pandemic. The service gives users another way to claim as well as using the telephone or filling out a form.
Our user research shows us that often it’s a digitally-literate family member completing the application on the customer’s behalf, so introducing this service online makes the application process much easier.
James says, “Digitalising the service, was always part of our long-term plan. But the increase in demand for our services urged us to do this much more quickly to help alleviate the pressure being experienced by colleagues in pensions processing centres.
“I was one of six technical specialists on the team, comprising of software engineers, quality assurance engineers and an architect. As we split work across the core parts of the service, my focus was to develop supporting materials.
“For example, continuous integration (CI) tooling, and working with external colleagues to ensure we were meeting our obligations in terms of security and compliance to the Government Digital Service standard. I was also involved in aspects of the user interface (UI build), maintaining the supporting form-building framework and code reviews.”