{"id":1002051,"date":"2018-08-24T09:33:00","date_gmt":"2018-08-24T09:33:00","guid":{"rendered":"https:\/\/www.capgemini.com\/in-en\/?post_type=client-story&#038;p=1002051"},"modified":"2024-09-09T07:02:17","modified_gmt":"2024-09-09T07:02:17","slug":"no-wrong-door-at-the-department-for-work-and-pensions","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/no-wrong-door-at-the-department-for-work-and-pensions\/","title":{"rendered":"No Wrong Door at the Department for Work and Pensions"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">No Wrong Door at the Department for Work and Pensions<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\" id=\"introParaWrapper\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/no-wrong-door-at-the-department-for-work-and-pensions\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/no-wrong-door-at-the-department-for-work-and-pensions\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\"><em><strong>\u201cWe 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.\u201d<br><\/strong>Stefan Czerniawski, Strategy Director, Department for Work and Pensions<\/em><\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-the-situation\">The Situation<\/h2>\n\n\n\n<p>Put simply, <a href=\"https:\/\/www.capgemini.com\/in-en\/industries\/public-sector\/\">public sector<\/a> customers want better access to services. A revolution has occurred in consumer services over the last 10 years. 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?&nbsp;<\/p>\n\n\n\n<p>Whilst choice is starting to enter many areas, the vast majority of government services are still delivered by monopoly agencies that face little competition. Citizens, therefore, don\u2019t have the same ability to \u201cswitch service providers\u201d as they do in the private sector. And yet, the public sector is determined to catch up with customer service standards set by the private sector.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">The Solution<\/h2>\n\n\n\n<p>The Department for Work and Pensions (DWP)\u2014the largest in Whitehall with 100,000 staff and 26 million active customers\u2014has embarked on an ambitious Department-wide change programme supported by Capgemini. One aim of the programme is to join up services based on customer need and achieve best outcomes for citizens, whilst driving out waste and increasing efficiency. DWP calls its approach to joined-up services \u201cNo Wrong Door,\u201d and Capgemini has created a customer contact model to give a complete and Department-wide view of customer contact volumes and channel patterns.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-result\">The Result<\/h2>\n\n\n\n<p>DWP has accurate data about channel use and customer behaviour that helps it provide a robust foundation to design future services. With citizens initiating over 600,000 contacts daily across the Department\u2019s agencies, the model is an incredibly valuable tool to serve DWP\u2019s customer vision.<\/p>\n\n\n\n<p>John Howells, Vice President of Capgemini\u2019s Public Sector Transformation Practice, says: <em><strong>\u201cCapgemini is using its public sector and transformation experience to help DWP deliver the more efficient joined-up services that customers want, and this project is an important step in that journey.\u201d<\/strong><\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"25b36953-7931-45ba-b337-0790fbc313ca\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"98e4dfa7-791f-43dd-bc02-571698697c5c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"country":[],"content-group":[],"class_list":["post-1002051","client-story","type-client-story","status-publish","hentry"],"yoast_head":"<!-- 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