Adopting Agile to Digitise the UK Ship Register

When the Maritime Coastguard Agency (MCA) adopted a customer-first approach, they needed a fully digital customer experience. Catapult CX was selected as their trusted partner to redesign the digital registry for the Small Ships Register.

The diagnosis

The UK Ship Register (UKSR) is known for its high level of customer service and commitment to putting customers first. As part of this customer-centric approach, the Maritime and Coastguard Agency had set itself the target of delivering a fully digital customer experience by 2020.

To ensure the services provided by the UKSR would meet the high expectations of vessel owners, the MCA adopted a customer-first approach, executed by following an agile way of working and delivery process. The MCA selected Catapult CX as their trusted partner to deliver the digital registry.

The solution

To support the UK Government’s commitment to digitisation, the UKSR’s first project delivery was to modernise the small ships register for vessel owners. This targeted 44,000 UK residents who have boats on the UKSR, with other vessel types to follow.

Through a customer-first approach, Catapult enabled the UKSR to simplify the registration process. By collecting feedback directly from the customer, the UKSR and Catapult included their registration requirements to redesign the entire process, making it much faster and more efficient.

Catapult recommended the MCA should change its approach to building software by adopting agile ways of working and continuous delivery. To make this happen, Catapult dropped in their parachutist engineers to embed the end-to-end delivery process. Catapult’s engineers quickly identified that a technical solution of several micro-services deployed in the cloud (using “infrastructure-as-code”) was required to help provide the flexibility and superior customer experience for the different vessel types flagging into the UK.

The impact

The UKSR were able to launch the Part III Small Ships Register online within 9 weeks of inception. With the introduction of new ways of working, the UK Ship Registry has been future-proofed and can be scaled to all types of customer. With a simplified process, vessel registrations will be more timely and more efficient.

“I have never worked with a partner that has actually delivered a successful project ahead of schedule.”

Mark Seastron - UK Ship Register Business Manager