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This publication is available at https://www.gov.uk/government/publications/gds-transformation-programme-2013-to-2015/exemplar-25-lasting-power-of-attorney
The service aimed to process 300,000 applications each year.
|Department||Permanent secretary||Digital leader|
|Office of the Public Guardian||Usrula Brennan||Matthew Coats|
Service is live and being continuously improved and expanded.
Watch an update filmed in May 2014, when the service went live:
Watch a description of the exemplar:
Watch a demo introducing the service, filmed July 2013:
Watch a demo of some new features, filmed January 2014:
The service received very positive feedback from users.
The service was named runner-up at the Civil Service Awards.
Moving from a paper-based service to a digital service led to a reduction in error rates.
The service performance is being measured and published.
90% of digital users are paying online.
The service was the first exemplar to pass a live Digital by Default Service Standard assessment.
The live service was released with an average user satisfaction rating of 90%.
There’s now a full, permanent Civil Servant service management team in place.
Agency-wide digital transformation to allow the Office of the Public Guardian (OPG) to be a digital exemplar.
Building support models for new digital services.
Continue to improve and expand the service.
Back office case management system scheduled for Digital by Default Service Standard assessment in November.
Live service performance
Digital strategy statement
From the ‘Ministry of Justice digital strategy’ – December 2012:
End-to-end digital transformation of the Office for the Public Guardian: this includes applications for Lasting Powers of Attorney by April 2013 and deputyships during 2013-14, and the processes that support them.
Scope of exemplar
Lasting power of attorney (LPA) allows people to appoint a person or persons to take decisions for them if they lose mental capacity. There are 2 types of LPA - property & finance, and health & welfare. The present system is paper based and inefficient. The transformation aims to put it online for the first time, cut costs and improve speed and accuracy.
OPG’s aim is to encourage more people to plan ahead for an uncertain future by making LPAs easier and quicker to create thus allowing citizens to choose for themselves who they would want to be making decisions on their behalf were they to lose capacity. This could also potentially mean fewer expensive applications to the Court of Protection, who would need to step in and appoint someone to manage a person’s affairs if they hadn’t put an LPA in place.
Completed: Discovery — February 2012.
Completed: Alpha build — February to April 2012.
Completed: Beta development — July 2012 to June 2013.
Completed: Public beta — July 2013.
Completed: Service migrates to production infrastructure — May 2014.
Completed: Service goes live — May 2014.
Completed: Build deputyships service — July to September 2014.
New case management software goes live — January to March 2014.
Private release of deputyship service — October to December 2014.
Public release of deputyship service — January to March 2015.
Decommission existing case management system — after March 2015.
Fully integrated service goes live — after March 2015.