Adopting Agile to Digitalise the UK Ship Register
As part of the Maritime Coastguard Agency's goal to become the best performing and fastest growing international flag, they decided to digitalise the UK Ship Register to reduce internal administration and enhance the Customer Experience (CX). Catapult took an agile approach supported by Atlassian tools, to deliver a cloud first, microservices solution that enables 24/7, self-service vessel registration and management. The solution has hugely decreased time to registration and certification, eliminated manual errors and associated costs and enhanced the CX for all users. It is also currently a finalist in both the UK IT and Digital Technology Leaders awards, with final judging later this year.
The situation
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's goal was to deliver a fully digital customer experience by 2020.
The main challenge with the existing system was that it relied on paper forms and manual processing. This created a heavy administrative load for the Registrars with a high risk of human error negatively impacting data quality and incurring costs down the line. It also meant that registration and certification were very time consuming, whereas a fully digital process would enable the MCA to serve customers faster and more efficiently and grow the flag more quickly.
To ensure the services provided by the UKSR would meet the high expectations of vessel owners, the MCA engaged Catapult as their partner to help them adopt a customer-first approach to the digitalisation, executed by following agile ways of working and a CI/CD delivery pipeline, supported by Atlassian tools Jira, Confluence and Bitbucket.
The solution
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's goal was to deliver a fully digital customer experience by 2020.
The main challenge with the existing system was that it relied on paper forms and manual processing. This created a heavy administrative load for the Registrars with a high risk of human error negatively impacting data quality and incurring costs down the line. It also meant that registration and certification were very time consuming, whereas a fully digital process would enable the MCA to serve customers faster and more efficiently and grow the flag more quickly.
To ensure the services provided by the UKSR would meet the high expectations of vessel owners, the MCA engaged Catapult as their partner to help them adopt a customer-first approach to the digitalisation, executed by following agile ways of working and a CI/CD delivery pipeline, supported by Atlassian tools Jira, Confluence and Bitbucket.
The results
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's goal was to deliver a fully digital customer experience by 2020.
The main challenge with the existing system was that it relied on paper forms and manual processing. This created a heavy administrative load for the Registrars with a high risk of human error negatively impacting data quality and incurring costs down the line. It also meant that registration and certification were very time consuming, whereas a fully digital process would enable the MCA to serve customers faster and more efficiently and grow the flag more quickly.
To ensure the services provided by the UKSR would meet the high expectations of vessel owners, the MCA engaged Catapult as their partner to help them adopt a customer-first approach to the digitalisation, executed by following agile ways of working and a CI/CD delivery pipeline, supported by Atlassian tools Jira, Confluence and Bitbucket.