Creative IT Solutions Save Money And Improve Customer Experience

When Natural Resources Wales (NRW) was formed back in 2013, one of the biggest challenges facing the new organisation was ensuring its IT systems were fit for purpose. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

It was a proposal without precedent – bringing together complex operating systems used by NRW’s legacy bodies Environment Agency Wales, Forestry Commission Wales and the Countryside Council for Wales. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Factor in EAW and FCW being part of wider geographical bodies, which provided a wealth of services including ICT support and the scale and complexity of the task becomes clear. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Since then a huge amount of work has been going on to develop and maintain NRW’s digital infrastructure and along the way the IT team at NRW has come up with many innovative and creative solutions to a myriad of challenges. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Debra Jones, ICT Programme Manager for NRW, said: ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“As a new organisation we’ve faced many challenges but we’ve also been presented with an opportunity to create a more efficient and cost effective ICT system, which puts the customer at the heart of all we do. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“Developing our own new systems will create significant savings for NRW, as well as provide a better experience for our customers. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“Although we’ve come a long way over the past three years, we still have a lot of work to do and to achieve our aims we have to think outside the box.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

One of the best examples of innovation was the 2014 launch of NRW’s waste and water quality exemption registration system, a function previously carried out by the Environment Agency. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

This system was one of the first ‘stand-alone’ registration systems to go live in NRW and while it achieved ‘minimal viable product’ requirements it wasn’t ideal for customers or NRW’s Customer Care Centre which administers the registrations. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

NRW IT Transition team member Toby Lewis and Business Transition Lead Stephen Attwood, working with external IT developers SFW, set about improving the system for both internal and external users. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The new and improved system has now gone live and includes an on-line registration portal for waste exemptions, septic tank/package treatment plant exemptions, discharges from ground source open-loop heat pump system exemptions and exemptions for a discharge to groundwater for scientific purposes or for management of vegetation in or near inland freshwaters – all available in both Welsh and English. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The system uses Microsoft CRM as a platform – an off the shelf product adapted to meet NRW’s needs. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

As well exemptions, NRW has put a number of legacy body permitting and licensing systems into CRM including waste permitting, water resources, water quality, installations and hazardous waste registrations and more regulatory regimes will be developed in due course. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

In addition, a new on-line public register has also gone live to allow customers and NRW staff alike to more effectively view who holds a valid exemptions. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

So what do the users think? ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Caroline Hawkins, NRW’s Customer Care Centre Manager said: ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“My team think the new exemptions system is excellent. It streamlines our processes and the on-line portal is a lot more customer friendly. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“The go-live of this system coincides perfectly with our campaign to remind farmers to renew their waste exemptions. We encourage all our customers to register on-line as it is now a fully automated process for waste exemptions and a customer can receive confirmation in just a few minutes. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“And so far the feedback we’re getting from our customers has been extremely positive.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Debra added: ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“The ICT team has not only delivered an IT system we all should be proud of, but has delivered an IT system that has made significant cost savings. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“By the end of 2016/17 we will no longer be paying for services from legacy organisations, meaning we can invest more in developing our own systems in future. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“And with other public sector organisations now showing an interest in what we have achieved we are well on our way to creating an ICT system that is fit for the future.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Hear NRW and SFW discuss the method and guidelines they used to build the solution. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​