Introducing the Benefits Agency and Employment Service's Model Office -testing the end to end processes
Angela Maguire and KeithWheeldon
Model Office, Level 2, Peel
House, Sheffield, S3 8PQ, UK.
(+44) 114259 7412/5639
WHO ARE WE?
We are a unique initiative funded by the Benefits Agency and the Employment Service. Model Office, founded in 1996, offers facilities to test new business processes in a safe environment simulating local offices, providing the opportunity to identify and rectify high risk areas of business prior to implementation. Spanning an entire floor, it replicates a Jobcentre and processing centre. Commissions are received from projects wishing to test new or revised business processes. We employ 45 staff from both Agencies,but staffing levels fluctuate in accordance withwork loads. We have four teams responsible for the preparation of test programmes. Scripting - who identify process risk areas and create scenarios to test end to end processes; Technical - responsible for IT provision; Evaluation - responsible for test observation, de-briefs and a final evaluation report;and Administration - who deliver ongoing support. We will use the New Deal test programme as an example for the purpose of this paper.
WHAT IS OUR ROLE IN THIS?
Myself and many of my colleagues have a local office background, and we have often had toimplement a new process with emerging problems which could have been identified prior to introduction. Through our testing methods, we advise our customers of the highest risk areas in their process so thatproblems can be addressed before implementation easing rollout nationally.
WHAT DO WE TEST?
Testing covers all aspects of new processes: IT, guidance; training, and most importantly users' reactions to and perceptions of process operability and integration. The New Deal test programme examines the process from identification of Jobseekers who are suitable for New Deal, through the support processes we provide, to their entry into work, training, etc..
To ensure that findings are accurate we identify staff skills required to perform tests and recruit from local offices those who have the required training and experience. We ensure they have received any training which has been developed to support the new process before asking them to perform their normal duties using the new process and guidance.
WHO ARE CUSTOMERS?
Our customers are project teams within both Agencies who are responsible for the implementation of new initiatives. Examples include: New Deal and Jobseekers Allowance.
WHERE DO WE START?
Customers are often unsure which areas they want to test. We identify the greatest risks in the process, for example - can staff identify Jobseekers wishing to gain early entry to New Deal. Once risks are identified, we agree which areas to prioritise. Risks are then divided into business activities which become test conditions from which we create the scripts. We have to work to extremely tight deadlines - sometimes receiving final versions of guidance daysbefore testing is due to commence!
HOW DO WE TEST?
Scripts mirror business scenarios occurring nationally when using new processes. Field staff (Users) are recruited to perform their normal roles using the new processes, guidance and IT. Time is invested making Users feel secure in the test environment, assuring them that we are evaluating the processes andnottheir skills. Time invested at the start of a programme gives our Users confidence and provides maximum feedbackfrom a committed team. Throughout testing Users are observed on a one to one basis to capture findings. After testingUsers attend a debriefing to discuss the day's events. From this we collect the softer issues of testing, for example Users feelings about new processes, which we have found to be a very productive way of capturing User's perceptions. We encourage discussion and welcome Users comments based on test findings.
WHO IS INVOLVED INTESTING?
The most important people are the field staff. They have up to date knowledge and experience and without them our tests would not be valid. The Technical Team are required to provide latest releases of software and systems and the Evaluation Team will observe and report to the customer on testing outcomes.
HOW DO WE RELAY FINDINGS TO THE CUSTOMER?
Throughout the test programme we are in constant contact with customers, advising them of early findings. At the end of the test programme the evaluation team collate their findings and observations to compile a final evaluation report. This is sometimes received with mixedfeelings as it can highlight issues that need addressing. We sometimesdeliver findings to customers through workshops. These are very useful as they include the Users who give their account of the test programme and their experiences.
SUMMARY
Customers have approached us with little awareness of the benefits testing can provide.. Having completed a full test programme and presented our findings they have realised the value and benefits it has brought to their business . Previously we have marketed our facilities as we are not a permanent operation within either agency and this was imperative if Model Office were to continue. However,we now find ourselvesin demandwith so much business that we have to closely monitor our future working plans.
SO WHERE DO WE GO FROM HERE?
We are committed to developing our facilities to improve our service to our customers. For example making more use ofour "Usability Suite" which is furnished with video and editing equipment. We are also in the process of recruiting a Human Factors specialist, who will help us to develop our skills in evaluating human computer interaction.
