Case Studies | ACF Technologies

The Department for Work and Pensions improves Citizen Experience

Written by ACF Technologies | May 1, 2023 4:00:00 AM

The Department for Work and Pensions (DWP) is the UK’s largest government department and is responsible for welfare, pensions, and child maintenance policy. It administers the State Pension and a range of working-age, disability, and ill-health benefits, serving around 20 million customers. DWP is responsible for understanding and dealing with the causes of poverty rather than its symptoms. It encourages disabled people and those with ill health to work and be independent. It provides a decent income for people of pension age and promotes saving for retirement. Other responsibilities include providing value for money, reducing levels of fraud and error, and reducing work-related deaths and serious injuries in workplaces through the Health and Safety Executive.

Results

  • Q-Flow remotely implemented in the UK across 500+ locations
  • Successful delivery and knowledge transfer for high user adoption
  • Significant increase in the overall efficiency of the appointment process
  • High-performing API supporting 15,000+ calendars
  • High solution performance
  • Important data insight gained from the system
  • The system successfully supports the ability to book over 100,000 appointments per day
  • Staff satisfaction with overall processes massively improved