Streamlining MyCSP’s Booking System to Enhance Efficiency and ROI

The Challenge

MyCSP is a premier UK pension administration services provider, supporting over 1.5 million Civil Service staff. Its Training and Employee Engagement Service offers bespoke training on pension-related topics and legislative updates, complementing its core service offering.

Following the successful transformation of its training booking process, MyCSP significantly enhanced its operational efficiency, driving business growth, and agility - demonstrating the value of how tested methodology can revitalise user journeys, and drive efficiency, scalability, and long-term client satisfaction.

MyCSP faced three key hurdles:

• Inefficient course booking system: The existing website offered only a basic enquiry form, relying heavily on manual processes via spreadsheets, email, and Outlook calendars, managed by an internal team. This labour-intensive approach constrained scalability and efficiency.
• Excessive administrative overhead: Managing course bookings entailed numerous backend procedures, introducing unnecessary complexity for MyCSP staff.
• Integration requirements: To enhance user experience, MyCSP needed seamless frontend and backend integration, ensuring a cohesive journey for customers and staff alike.

The Solution

Etch focused on streamlining MyCSP’s entire booking system to achieve a smoother, more efficient user experience through:

1. In-depth immersion and requirements gathering: Through workshops, we immersed ourselves in MyCSP’s day-to-day operations, uncovering insights to shape the optimal booking and administration process.
2. Collaborative design and development: Throughout the project, our team worked closely with MyCSP, gathering continuous input and feedback to ensure alignment with their needs.
3. Agile project execution: By following a sprint-based approach with regular 'show and tell' sessions, we ensured that MyCSP’s objectives would be met in time for launch.
4. Enhanced booking platform and CMS: The revamped system introduced a seamless, fully online booking experience with a CMS-managed backend, handling bookings, course details, and secure delegate data in one streamlined interface.

Methodology

• Fully integrated online booking system: Course details, including pricing, venues, and availability, are now managed within the CMS, making updates and tracking simple and efficient.
• Optimised internal processes: Course bookings, participant details, and sensitive information are stored in dedicated sections of the CMS with controlled access, aligning with data security best practices.

The Impact

Our comprehensive approach empowered MyCSP to enhance efficiency while expanding their training offerings, generating measurable ROI:

1. 200% Increase in booking capacity: The new system has doubled the number of bookings MyCSP can process without additional resources.
2. 50% Reduction in admin time: By automating routine tasks and simplifying the backend, internal administration time was cut in half.
3. Ongoing iteration for continuous improvement: MyCSP has since moved into additional phases of development, further refining the user experience through iterative design and development sprints.