Context: This project was completed by WORTH, which later rebranded as Kerv Digital upon joining Kerv Group.
Background pattern

The Office for National Statistics: Connecting and Empowering Field Operation Teams

The Office for National Statistics (ONS) is the UK’s primary source of statistical information for government, businesses, researchers, and the public.

Overview

Since 1801, the Office for National Statistics (ONS),  has collected vital information that informs government policies, decision-making and research across various sectors.

Kerv Digital supported ONS to empower and connect 40,000 field staff ahead of the 2021 Census.

Challenge

Ahead of the 2021 Census, the ONS recognised that to successfully mobilise their 40,000-field staff to capture data they needed to move away from a reliance on costly, large, printed manuals, which were inconvenient in the field.

Previously, the ONS never had any online support and there was a need to connect remote workers to the latest field guidance via a mobile-first online and offline Self-Help Facility.

Solution

The Self-Help Facility designed and developed by Kerv Digital, enabled Census staff to be self-sufficient in the field and remain supported by up-to-date ONS guidance.

A mobile-first online and offline solution, it maximised the opportunities and quality of data collected because, after all, it’s important to get it right.

Kerv Digital also assisted the ONS to deliver their content strategy. Since high quality content suitable for web users was key to the success of the Self-Help Facility, introducing keywords and meta tags ensured users could get to the right content fast.

We have enjoyed working with such knowledgeable and professional staff in a truly agile fashion to complete the technical development in such tight and challenging timescales.

Senior Programme Manager, Digital Services & Technology, Office for National Statistics

Result

Results at a glance
90%
of print materials replaced,

reducing paper wastage, increasing portability and availability

65%
reduce

in expected call centre support

30
minutes or less

to process and update new information

Kerv Digital’s execution of this project resulted in a solution that was championed internally by the ONS team delivering benefits across the organisation, including:

  • Dramatic reduction of print manuals: By replacing 90% of the content of previous print manuals for field staff, The Self-Help Facility reduced paper wastage, increased portability and availability, and relieved pressure on content publication.
  • Reduced call centre load: With searchable and bookmarkable content to hand at all times, field staff could access key info on demand and be truly self-sufficient, reducing expected call centre support by 65%.
  • Real-time feedback and updates: As a living content system, new information in the field could be processed and updated back to the ONS with publishing updates in less than 30 minutes, allowing ONS to keep staff safe and supported with the latest guidance.
  • Secure mobile GDS standards compliant service: Rapid digital product development created a secure mobile Government Digital Standards (GDS) compliant service. The service is fully supported and maintained.
Technologies & Services
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Worth Digital

is now part of Kerv

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.