OF837 - Public Facing Services

Ofqual contacts from the public moved from low double digits per day, to over 1,000 per day with the impact of COVID-19 during the summer 2020. With the ongoing high-profile media and public spotlight, Ofqual wish to improve alignment and communication across Public Facing Services (PFSs). The intent is to remove inefficiencies, identify innovations/solutions to reduce unnecessary public contacts by making information more accessible and PFSs focused on citizen's needs. Specifically, this work needs to improve the PFS operator experience (CWM portal interface) and pave the way to enable the extension of the CWM portal application to other PFS transactions, by introducing new features and improved user experience.