DWP needed to transform the Pension Credit service, which was outdated and inefficient. The service was purely agent-facing, meaning citizens could only apply via phone or paper mail—both error-prone methods. A 30-year-old legacy application was being decommissioned, costing £5 million annually to maintain and difficult to update.

I was brought in to support the transformation, working closely with the team to establish ways of working, guide a new Product Owner in developing a clear vision, and ensure successful delivery of the new digital service.

• Team Enablement: Established how the team would work together, defining events, artefacts, and expectations. Ensured clarity on the two-week sprint cycle and how progress would be tracked.
• Delivery Execution: Proactively removed blockers, secured necessary support, and kept the team focused on the goal. Used retrospectives to continuously improve efficiency and effectiveness.
• Stakeholder Engagement: Facilitated regular reviews with operational teams, participated in Scrum of Scrums to manage dependencies, and worked with portfolio and programme management to discuss timelines, risks, and resource needs.

Successfully delivered a modernised digital Pension Credit service, allowing citizens to apply online, process Nil Award applications, and receive payments. This transformation improved efficiency, reduced costs, and enhanced the user experience.

• agile coach
• agile delivery

• Organisational Agility & Effectiveness
• Digital Enablement
• Accelerated Solution Delivery

• Government and Public Services