Session 1 digital services for all - myrtle lloyd

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Session 1 digital services for all - myrtle lloyd

  1. 1. Myrtle LloydNetwork ServicesDirectorDWP
  2. 2. DELIVERING DIGITAL CHANNEL SHIFT IN DWP MYRTLE LLOYD – NETWORK SERVICES DIRECTOR, DWPChannel Shift Live 8th December 2011
  3. 3. THE DWP DIGITAL PROPOSITION DirectGov Change of Online Circumstances access at Jobsearch heart of Check status designClaims to State Of claimsPension DIGITAL Customer Help Pensions Account Page BY claimants DEFAULT Forecasting/ get online Tracing Improvements & stayEntitlement to existing onlineChecks services Co-designed Claims to By staff Jobseeker Get ‘fit’ for digital & claimants Allowance Today 2012/13 2013+
  4. 4. CHANNEL SHIFT OPPORTUNITIES• Internet access/usage rates vary across our customer base but it’s significant and increasing… Internet used in the last 12 months by Benefit Type (TGI Survey July 2009 to June 2010)100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% UK Council Tax Housing Income Job Pension Working Carers Child Child Tax Disability Incapacity Other population Benefit Benefit Support Seekers Credit Tax Credit Allow ance Benefit Credit Living Benefit aged 15+ Allow ance Allow ance Yes No• 63% willing to do eligibility checks online (Pensions & Disability)• 51% willing to claim online (Pensions & Disability)• 56% of JSA claimants willing/persuadable to claim online
  5. 5. POTENTIAL SIZE OF THE PRIZE 30M CALLS
  6. 6. THE DWP CHANNEL SHIFT PLAN Selling the PROPOSITION Increasing Delivering STAFF BUSINESS ENGAGEMENT EFFICIENCIES Demonstrating for digital VISIBLE DIGITAL LEADERSHIP Maximise DIGITAL Optimising MESSAGING CUSTOMER in EXPERIENCE CONTACT POINTS
  7. 7. DWP DIGITAL PRIORITIES & CHALLENGES Priorities: • To optimise the digital customer experience • To ensure our wider business model effectively supports our digital services • To prepare staff and claimants for online services prior to the arrival of Universal Credit Challenges: • The complexity of our benefits and our legacy IT systems • Cultural challenge to engage staff • Our digital proposition is incomplete • Keeping pace with developing technology • The fiscal position

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