The Innovation Lab - User research to inform the design of a new Redundancy Payment Service

In June 2022, as part of the iLab's goal to build understanding of the value of using a Design approach across the Northern Ireland Civil Service (NICS) we approached colleagues in Enterprise Shared Services (ESS) to offer our assistance in one of their projects. They suggested engaging with the Redundancy Payment Service (RPS) who were developing a digital system to deliver their service. The main function of RPS is to process claims from employees who have been made redundant and whose employers are unable or unwilling to make redundancy related payments.