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Care Quality Commission

Care Quality Commission

Introducing a Digital by Default strategy for the health regulator

The Challenge

Like many Government organisations, the Care Quality Commission needed to transition away from paper based processing to a ‘digital first’ model of engaging with both the public and the organisations that they regulated. Regulatory forms, each with complex business rules, extensive manual validation and event-based notifications needed to be transitioned to a highly secure online platform via an Enterprise Service Bus, over a 3 year period.

CQC website on different devices

"Beyond their technical expertise and professionalism, Axis12’s unique selling point is their personal approach to service and their commitment to flexibility and accommodation of our needs, even at short notice"

The Solution

We developed the platform in Drupal 7, with a highly specialised custom form framework at it's centre. This allowed for the creation of forms with complex business rules and validation requirements, using a common suite of components.

Alongside the technical development of the submission and validation processes, a unique content management toolset was developed specifically for the unique needs of the CQC. This bespoke deployment allowed for very granular control of content based on a user’s role and permissions, as well as the ability to set up conditional rules based on the selections made within form fields.

The whole development was underpinned by several integrations. The online platforms was first integrated with a Siebel CRM system, sending and receiving data from the online service platform. It was then integrated with a CQC system based on Open AM, which carried user login and authentication across the web service.

This unique project has massively improved efficiency in this part of the CQC. The rejection rate of data and submissions has dropped dramatically, accompanied by a dramatic decrease in transaction times.

The Result

By the end of its first year:

  • Monthly visitor numbers to OLS portal was doubling month on month
  • Two thirds of all PMS providers were using OLS (as opposed to paper based alternatives)
  • There were 9.5k activated OLS accounts – with 600 new accounts being activated every month
  • Over 70% of PMS forms were being submitted through OLS
  • PMS OLS rejection rate was 40% lower than paper based submissions
  • 42,831 visited the OLS portal 88,519 times
  • 820,766 pages were viewed – an average of 9 pages/visit (compared to 4 pages/ visit on main site)
  • Users spent an average of 10 minutes on OLS portal/visit (compared to 4.5 minutes/visit on main site)

Caroline Milton, Head of Public Digital Services

“Beyond their technical expertise and professionalism, Axis12’s unique selling point is their personal approach to service and their commitment to flexibility and accommodation of our needs, even at short notice. Axis 12’s Drupal expertise and intelligent solutions make them easy to work with and a safe pair of hands. We’ve been impressed with Axis 12’s ability to meet the several high-profile deadlines, which have been delivered within budget and timescale. When we first embarked on moving from a Waterfall to an Agile methodology, Axis 12 were an instrumental guiding hand in helping us to mentor the CQC team members in the new approach. This has proved so successful in allowing us more flexibility of prioritisation and increased productivity that we haven’t looked back and now wouldn’t consider any other approach to delivering new software.

We believe that our success is, in part, down to the ‘whole team’ approach; internal CQC members and Axis 12 staff work as one team – with collaboration and trust empowering both sides to deliver high quality functionality. We have managed to create a personal relationship with the developers working on the CQC website, all of whom are based in London and, conveniently, only two tube stops away from the main CQC office. I look forward to working with Axis12 on our ongoing projects, and would recommend them to any organisation embarking on a similar journey."

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