Industry overview
What is shaping defence
Defence organisations work with suppliers, veterans and the public on sensitive topics. Every engagement in this sector is handled under strict confidentiality and clearance requirements.
- Indigenous manufacturing is building a new supplier base
- Veteran welfare and resettlement need better evidence
- Public perception supports recruitment
Client background
A welfare administration body, working in Ten states. Client identity is withheld to protect confidentiality.
- Organisation
- A welfare administration body
- Sector
- Defence
- Team engaged
- IT & Development
- Services
- Government research, Offline data collection (CATI & CAPI), Data analytics & dashboards
Client challenge
The body wanted independent feedback on beneficiaries’ experiences with clinics, referrals and reimbursements.
Research objectives
- Deliver on the brief: feedback from ex-servicemen on healthcare scheme services.
- Design around the real needs of beneficiaries.
- Define requirements and success criteria the solution would be tested against.
- Deliver a reliable, secure solution the team can run and extend.
Target audience
The work focused on 3,000 beneficiaries.
- beneficiaries3,000
Audiences we typically reach in defence
Defence suppliers and MSMEsVeterans and familiesServing personnel (where permitted)Young people considering careersThe general public
Geographic coverage
Coverage: Ten states. Market: India. 40 clinics covered.
- India
Research methodology
An iterative delivery approach: discovery, design, build and test in short cycles, with the client reviewing each step.
- 1Brief
- 2Beneficiary survey
- 3Polyclinic visits
- 4Insight
We surveyed beneficiaries by phone and in person, including elderly and rural members, and observed processes at clinics. Results were presented by region.
Government researchOffline data collection (CATI & CAPI)Data analytics & dashboards
Sampling strategy
- beneficiaries
- 3,000
- Users and stakeholders from every affected team took part in discovery workshops and acceptance testing.
Data collection
- Requirements were gathered through workshops, process walk-throughs and a review of existing systems and data.
Data quality & validation
- Peer code review on every change
- Automated and manual testing
- User-acceptance testing with the client
- Release checklist and rollback plan
Data analysis
- Usage and performance monitoring after launch
- Defect and support-ticket trends
- Process time before and after
Key findings
- Referral delays and reimbursement processing were the main frustrations.
Including elderly and rural beneficiaries in person gave a fairer picture.
Recommendations
- Build on the core insight: including elderly and rural beneficiaries in person gave a fairer picture.
- Focus effort where the evidence was strongest: referral delays and reimbursement processing were the main frustrations.
- Re-measure after the changes to confirm the effect.
Business impact
- The body streamlined referral procedures and introduced status tracking for claims.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Interactive dashboard
- Evaluation findings with programme recommendations
- Deployed solution with documentation and handover
- Support and maintenance plan
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: how ready are local suppliers?
Client identity is withheld to protect confidentiality.