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dev banc
13 October 2023
Public Sector

Enhancing Public Services through Technology: Streamlining Communication at the Department for Education

In a bid to improve the efficiency and effectiveness of public services, the Department for Education (DfE) has developed innovative software that is revolutionising their communication processes.

With an annual influx of up to 100,000 comments and inquiries from the public, the traditional method involved manual reading of each email and letter, logging them into a database, and then assigning them to the relevant team for a response. This labor-intensive process consumed hundreds of staff days, limiting their capacity to tackle other essential tasks. The new software aims to address these challenges and enhance public service delivery.

The knowledge asset solution

Aware of how Robotic Process Automation (RPA) is used in the private sector and elsewhere in government to make decisions about data handling, DfE investigated how the technology could help them when it came to organising enquiries from the public. They undertook work to programme a robot named ARNOLD – ‘Automated Robot Negating the Onerous Logging of Data’ – to streamline some of their processes.

This was particularly challenging given that emails are unstructured data, and people do not write in a standard way. ARNOLD scans the content of emails and follows a series of rules to prioritise them based on potential risk. It then enters the data into DfE’s database. ARNOLD has replaced the manual data entry of emails and letters from the public, improving productivity and increasing efficiency.

Who has this helped?

  • The public: DfE have been able to reduce the time taken to respond to queries and concerns from the public which means they can offer a more efficient customer service.
  • DfE staff: The use of the robot has freed up time for teams to focus on learning and development.

What impact has this innovation had on the team?

Owen Roffe, Head of Digital Communications and Public Enquiries at DfE, was delighted that ARNOLD was quickly seen as one of the team.

“Everyone is clear about roles and where technology plays its part,” he said. “The robot has taken away the need for manual data entry, which was an area where the team felt they added less value. As a result, they are able to focus on more rewarding work, develop their skills and provide a quicker service to customers.”

Next steps

ARNOLD made an appearance at the Civil Service Live roadshow in the summer of 2023 to showcase how data logging can be streamlined and the benefit this knowledge asset might have for other government departments. DfE is continuing to look at different ways for how technology can improve efficiency to benefit staff and the public.

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