No Wrong Door at the Department for Work and Pensions
Capgemini is working with the Department to give UK citizens better access to services
Download as PDF“We are completely committed to improving the quality and responsiveness of the service we give our customers. That means we need a much more detailed understanding of our customers and their needs”. Stefan Czerniawski, Strategy Director, Department for Work and Pensions
The Situation
Customers expect to be able to speak to their bank at 2 A.M. or shop online from anywhere in the world. But what about public services? The public sector is now determined to catch up with customer service standards set by the private sector.
The Solution
The Department for Work and Pensions (DWP) is the largest in Whitehall with 100,000 staff and 26 million active customers. Supported by Capgemini, the DWP has started an ambitious Department-wide change programme. The aim is to join up services based on customer need and achieve best outcomes for citizens. DWP calls its approach to joined-up services “No Wrong Door”.
The Result
Working with the DWP, Capgemini created a customer contact model that can give a complete and Department-wide view of customer contact volumes and channel patterns.
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Related links:
- Capgemini worked with the Department for International Development streamlines people management and boosts efficiency worldwide.
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- Watch how Capgemini worked with Sir David Varney, the Department of Work and Pensions, IDeA and Tameside Metropolitan Borough Council to advance UK Service Transformation.
- Read how Capgemini worked with Surrey County Council to build a new performance framework.
- Read how HM Revenue and Customs implemented infrastructure that provided flexibility, reduced complexity and lower costs.
