DEFRA Customer Success

Award-winning Dead Birds Online Reporting Service

The Challenge

Respond to the avian flu threat affecting wild birds in the UK.
Increasingly members of the public were phoning the DEFRA contact centre to report seeing dead birds, the process was inefficient.
A digital method was needed to enable the public to self report and automate the reporting of the avian outbreak for disease control purposes in DEFRA.
Handle small transactional volumes of up to 15k a year, improve the user experience and integrate to a back end system of record.
Work within a restricted financial budget and an aggressive delivery timescales of weeks.

Working with Kainos; a business case was accepted by DEFRA using the Govforms Platform.
We proposed to accelerate delivery cost effectively by reusing common GDS Design system components and patterns, as well as a front end tool to accelerate service assembly.
We gathered the information to capture from user requirements initially as text then as a map.
Designed and implemented a mobile-friendly component allowing users to select geographic locations on a map, fetch geographic co-ordinates and nearest address
The GIS mapping technology was from Ordnance Survey
The Kainos and Govforms architects and designers created the most optimal user journey.
Integrations with the Microsoft Dataverse was made to transmit submitted data.

The Results

DEFRA's fastest digital delivery ever, within 6 weeks.
51% of users using mobile web
25% reduction in completion time with map technology
60k+ digital submissions achieving significant channel switch from the contact centre.
x4 less than traditional delivery methods.
20% supplier cost avoidance in delivery.
DEFRA Group Award winning service.

The Defra Group awards celebrate DEFRA's achievements. Colleagues can nominate peers for 6 categories.
The Dead Wild Birds Online Reporting Project Team won the customer category award. This category honors those who excel in customer service.
The main goal was to manage the surge in calls reporting dead wild birds due to avian influenza.
Their innovative online reporting system improved customer experience and won them the Defra Awards 2023/4.
The project also aids animal health surveillance, disease control, and public health protection. It achieved at least 20% cost avoidance through efficiency.