The Department for Work and Pensions improves Citizen Experience
May 1, 2023
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.
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
The challenge
Prior to the implementation of Q-Flow, DWP’s Universal Credit (UC) department did not have a system in place for managing appointments. As demand for appointment-based services grew significantly in recent years, UC recognised the need to introduce a structured solution.
UC required a system that would allow staff to easily book appointments on behalf of customers. The system also needed to be configurable to follow UC’s internal processes when scheduling appointments, ensuring customers were directed to the correct departments.
There were several reasons behind UC’s decision to implement an appointment booking system. They required:
- An enterprise-level appointment and diary management solution that can scale as demand continues to increase
- A system that is API-driven
- Location-based self-management of availability
- A simple user interface capable of supporting complex working patterns
- A system where internal staff manage all appointments based on 100% real-time availability
- A solution that empowers local job centres to manage their own available time
- Real-time reporting for management and business insights
- A high-performance system capable of supporting 500+ locations
- A best-in-class technology partner with roadmap capabilities to ensure continued innovation
- A controlled phased rollout aligned with UCFS initiative delivery
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
