We worked within the existing team at Citizens Advice to run a technical discovery to build a series of actionable recommendations for the organisation to take forward for future digital expansion of the Witness Service.
We began by building a picture of the ‘as-is’ architecture used to support the service, building a blueprint that we refined on a weekly basis. This included a detailed review of existing documentation covering the technical landscape, followed by an extensive round of interviews with key stakeholders to identify goals, pain points and user journeys. We also listened to anonymised witness calls to gather further insight.
We assessed the security, maintainability and technical debt of the existing application and infrastructure. From this analysis, we were able to provide a number of recommendations to take forward, including quick wins to improve performance, as well as provide longer-term strategies to expand services.