DSM — Benefit Claim Service Redesign
Fourteen design artefacts for redesigning a public benefit claim service, computing that 8 of its 32 dependency marks are rework and partitioning them down to 2 by separating the evidence/decision/fraud rules loop from the four-way channel loop of online form, contact centre scripts, assisted digital route and accessibility audit.
Make it your own.
title "Benefit claim service — redesign dependencies"
mode process
convention ir-fad
items: Policy rules, Eligibility model, Evidence checklist, Online claim form, Caseworker guidance
items: Decision engine, Payment schedule, Fraud and error checks, Appeals process
items: Contact centre scripts, Accessibility audit, Data-sharing agreement
items: Assisted digital route, Private beta
Eligibility model <- Policy rules(3), Data-sharing agreement(2)
Evidence checklist <- Eligibility model(3), Fraud and error checks(2)
Online claim form <- Evidence checklist(3), Eligibility model(2), Accessibility audit(2)
Caseworker guidance <- Eligibility model(2), Decision engine(2), Appeals process(2)
Decision engine <- Eligibility model(3), Evidence checklist(2), Fraud and error checks(2)
Payment schedule <- Decision engine(3), Policy rules
Fraud and error checks <- Data-sharing agreement(3), Decision engine(2)
Appeals process <- Decision engine(2), Policy rules(2), Evidence checklist
Contact centre scripts <- Online claim form(2), Caseworker guidance(2), Appeals process
Accessibility audit <- Online claim form(2), Assisted digital route
Data-sharing agreement <- Policy rules(2)
Assisted digital route <- Online claim form(2), Contact centre scripts(2)
Private beta <- Online claim form(3), Decision engine(3), Caseworker guidance(2), Payment schedule(2)