Every month, CCS receives over 8000 MI returns from suppliers, through a system called Management Information System Online (MISO).
We’ve recognised that MISO is at the end of its life and this presents challenges for suppliers. It’s built on outdated technology and suppliers regularly tell us it is not easy to use. We have listened to this feedback and over the last few months, we’ve been working with dxw digital to help us develop a new service to replace MISO.
We’ve undertaken user research with suppliers and the team at CCS who support the service, and have built and tested a prototype of the replacement.
We’ve analysed data from the current system to get more of an understanding of how people are using it, when peak times are, and what errors they are receiving. At the same time, we analysed the returns made over the last few years to get a sense of what might be the best way to segment returns to create a migration plan.
We’re now starting work on building a minimum viable service which we’ll be trialling with a small number of suppliers later this year.
In addition to the online service, we’re working to simplify the templates, and reducing the amount of information, that suppliers complete each month. We’ll be talking more about this in the coming weeks.
User research and prototyping
Since late last year, we’ve been conducting research with suppliers to look at how they collate the data for their monthly submissions and how they use the existing MISO service.
Our suppliers told us that collating the information in the way that the current system needs was a particular pain point.
They also told us that the usability of the MISO service, particularly the error messages that they receive when completing their templates and submitting a return, are unhelpful. Additionally, performance issues around submission deadlines make the process much more difficult.
We’ve used this research to help us develop a prototype that we’ve shown to around a dozen suppliers so far. We’ve received positive feedback that it makes the submission process much simpler.
Next week we’ll talk more about how we took the learnings from the research and prototype to create a new task-based approach to completing returns.
Over the coming weeks, we’ll be blogging more about the work we’re doing, and what the changes will mean for suppliers.
We’ll also be publishing a roadmap of new features for the service, and the plan to roll out the service to suppliers and frameworks.