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Presentation from Sian Jones at DWP at the CIPR Inside AGM. DWP won best change communication at the #insidestory awards 2014
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DWP presentation
- 1. Sian Jones Deputy Director, Internal Communications 26 March 2014 Telling the DWP Story of Change
- 2. 2Department for Work & Pensions DWP by numbers We pay over 20 million people £163 billion in benefits & pensions every year We carry 3.7 million job vacancies for 330,000 employers We conduct over 20 million adviser interviews Process 5 million benefit claims
- 3. 3Department for Work & Pensions DWP by numbers We employWe employ 100,000100,000 colleagues 80,000 in front line operations Over 700 Jobcentres, 95 Benefit and Contact Centres and 12 Pension Centres across the UK
- 4. 4Department for Work & Pensions The scale of the challenge
- 5. 5Department for Work & Pensions Three core campaigns Everyonebetteroff inwork Everyonetosave forlaterlife Simplerbenefits thataremoreeasily understood Ensuring parents take financial responsibility for their children Enabling disabled people to participate in society Sm aller, m ore efficient Civil Service Continuous improvement of pace & innovation More digital services for our customers Greater accountability Less hierarchical ITthatreally works Try to get it right first time Aim to eliminate fraud and error Greatpeoplethat arewelllooked after Cultureof innovation Interesting& challengingworkfor everyone B e proactive in w hatw e do Celebrate success Visualandauthentic leadership Innovative delivery models Drive down duplication and waste Delivergreat service Tacklingthe causesofpoverty Im proving social justice Everyonehasa decentstate pension Protecting the most vulnerable Everyonesavesinaworkplace pension Maximising child maintenance Lifting people out of poverty and helping them into work
- 6. 6Department for Work & Pensions A simple plan Improve productivity and performance in DWP, increase staff engagement, efficiency and service quality Address the significant gaps In organisational capability and individual’s skills in order for the Civil Service to meet today’s and tomorrow’s challenges Put in place the Government’s once in a generation welfare reforms affecting virtually everything we do Make it easy for people to understand the Department's priorities and direction and how they fit with that. Set out the changes to pay, terms, conditions, expectations of performance, behaviours and development resulting from Civil Service Reform Explain welfare reform to colleagues so they understand the impact on how we work both now and in the future Increase numbers of colleagues who say they understand the culture and -behaviours that we need to work as One DWP Increase numbers of colleagues who are aware of Civil Service Reform Plan and the need for Civil Service Reform Increase the numbers who Know how welfare reform will impact on their role and can explain it to customers Business objectives IC outcomes Measured by
- 7. 7Department for Work & Pensions Content and channels
- 8. 8Department for Work & Pensions Employment Offer Support for Pensioners Pensions and Ageing Fraud and Error Appeals ReformBenefit Cap Disability Housing Support Universal Credit Social Fund Tools and support
- 9. 9Department for Work & Pensions Impact by numbers 98 per cent of colleagues aware of Universal Credit 95per cent aware of welfare reform 71per cent understand reasons why DWP needs to change 6 percentage point increase in our people engagement scores
- 10. 10Department for Work & Pensions Thank you
Editor's Notes
- Intro Who I am What I’ve done How long in internal comms
- Our budget for pensions and benefits is roughly the same size as Norway’s GDP
- Huge numbers Very different roles and responsibilities – from contact centre call handlers to senior strategists, analysts to occupational psychologists, JCP advisers to lawyers Geographically dispersed across the length and breadth of England, Wales and Scotland
- The scale of our welfare reform programme is enormous. And over time will have an impact on every one of our colleagues. You will have heard of changes such as Universal Credit , the benefit cap and spare bedroom subsidy. But there’s also significant changes to the state pension system coming into play from 2016. We’ve auto enrolled 3 million people in workplace pensions. The Child Maintenance system has gone through a fundamental change. We’ve scrapped Disability Living Allowance and introduced a new Personal Independence Payment for some of the most vulnerable members of society. And on top of that, we’re transforming the way we run our existing business processes to drive up customer service and drive down costs (we’ve already taken out £1billion of running costs over the past 3 years).
- Internal as external marketing campaign
- Driven by insight and segmentation No budget! Team of nine people developing everything inhouse Pushing out engaging content through fuill range of IC channels – face to face
- As of January 2014