1. 1Department for Work & Pensions
David Raper
DWP Supplier Relationship Management Team
DWP - We are all One

2. 2Department for Work & Pensions
DWP - We are all One
• You are not just working under a contract to supply something for us.
• You have joined us in providing a public service and you contribute to
delivery of our business.
• You are part of ‘One DWP’.

3. 3Department for Work & Pensions
DWP - We are all One
• The DWP Story
We are all part of this story
• Our Purpose matters
• we help people lift themselves out of poverty and to stay out of poverty, through work, saving
and support
• Our challenge is bigger than ever
• we must continue to deliver crucial services to millions of people
• we must put in place Ministers’ once in a generation welfare reforms affecting virtually
everything we do
• at the same time, we need to reduce our costs and provide even greater value for money for
the taxpayer.
• We must become an extraordinary Department
• where what works for claimants, customers and frontline operations comes first
• where we all take responsibility to improve what DWP delivers, whatever our own part in that
delivery; where leaders ask, listen and act
• where we value each other, and our skills are developed and recognised
• creating One DWP, a department which works well together, and
• is confident, engages effectively with partners, and performs outstandingly well, showcasing
public service at its best.

4. 4Department for Work & Pensions
DWP - We are all One
• Working together as One DWP
• Harnessing the energy, creativity and insights of our people in every
area of our business to improve the services
• Working collaboratively across the department
• Everyone taking responsibility for making our services, products and
policies better
• Creating strong partnerships across Government, voluntary and private
sectors
• Recognising that we each have a stake in each other’s success.

5. 5Department for Work & Pensions
DWP - We are all One
• You are part of ‘One DWP’ too!

6. DWP Library – Working with staff
and suppliers
Melanie Harris
Deputy Head of DWP Library
DWP - We are all One

7. 7Department for Work & Pensions
DWP - We are all One
DWP Library - Context
• The Library supports Departmental priorities by
providing a gateway to information, making it
available:
– Promptly
– In an accessible manner
– Electronically whenever possible
– Cost-effectively
– In a One DWP manner to both policy makers and
operational/frontline staff (with much crossover)

8. 8Department for Work & Pensions
DWP - We are all One
Supporting policy making (1)
• Librarians regularly send customised subject specific
Electronic Current Awareness Services (eCAS)
bulletins to interested staff
• Commissioned research supports Departmental
initiatives eg. Horizon Scanning and What Works
• Suppliers used include
– EBSCO (journal databases)
– JYL (newspapers)
– Nexis (current news articles)
– OECD (international comparisons)
– Swets (journals)

9. 9Department for Work & Pensions
DWP - We are all One
Supporting policy making (2)
• Recent feedback on quality/relevance of this
research
– “we find your round up very helpful - particularly
for international and academic studies that we
wouldn't normally pick up in our searches”
– “excellent as usual” … “gold dust…”
– “this is really brilliant stuff”

10. 10Department for Work & Pensions
DWP - We are all One
Supporting the front line (1)
• Training and development books frequently requested
by staff; supplied to us by Blackwell’s
– “I have just read a long document promoting the
use of interviewing by advisers, and I'll be letting
everyone know the DWP library has the books.”
– “Thanks, that's a very quick turnaround. If only all
negotiations in this business were that quick &
tidy!”
– “I am really pleased I can use the resources from
the library, the books will be a great help to me.”

11. 11Department for Work & Pensions
DWP - We are all One
Supporting the front line (2)
• Rightsnet
– Provides current information on benefit rates
– Provides a news service on all benefit matters
– Legal judgements and progress of cases relating to
benefits
– Reactions to government policy, regulations and
statements concerning benefits and claimants
• Contract awarded on the basis of enthusiastic
feedback from a pilot involving staff throughout the
Department

12. 12Department for Work & Pensions
DWP - We are all One
Official Publications
• Official Publications Online (OPO) subscribed to since
2011
• Replaces storage of a large number of TSO printed titles
• Added value by the addition of digitised copies of
documents formerly only held in print eg. immediate
delivery of Beveridge Report for speech by SoS
• Registered users sign up for the daily email alert on
selected topics
– “very useful”
• Reduced space requirements; instant availability to the
desktop via the online Library catalogue on the Intranet

13. Working with Strategic
Communications
Sian Jones
Deputy Director, Strategic Communications Directorate
DWP - We are all One

14. 14Department for Work & Pensions
What we do
We helpWe help the Department achieve its
aims and objectives through effective,
creative and powerful
communications to claimants,
customers, stakeholders and
colleagues

15. 15Department for Work & Pensions
The scale of the challenge

16. 16Department for Work & Pensions
Our requirement
• Integrated communications
campaigns
• Direct Mail and fulfilment
• Research
• Media monitoring
• Digital and social media
activities
• Sponsorship and partnership
activity
• Event management
• Print and production of
leaflets, brochures and posters

17. 17Department for Work & Pensions
Our responsibilities
• All communications activity comes under
the scope of the Cabinet Office and
Efficiency Reform Group
• Any activities that we undertake with
suppliers are fully evaluated to ensure
objectives of the activity are being met
• We work with our suppliers to ensure best
use of public spend and VFM at all times

18. 18Department for Work & Pensions
We’re all in
Multi million pound national
campaign involves:
– Creative agencies
(Engine Group, Adam&Eve
DDB)
– Media planning agency
(Manning Gottleib OMD)
– Media buying agency (M4C)
– Tracking research agency
(GFK, Ipsos Mori)
– Creative research agency
(Define)
– Media partners (ITV, Trinity
Mirror,
Bauer, Twitter, Sky Sports,
Sun, O2)

19. 19Department for Work & Pensions
Approach
• Launched in March 2012
Objective - ‘to get more people saving by minimising opt outs from
workplace pensions’ by:
- Making pensions normal
- Dialling up the gain – making the benefits of having a pension
tangible
- Protecting pressure points – targeted key messages around the
importance of pensions at key life points

20. 20Department for Work & Pensions
Achievements and next steps
• Awareness running at 85%.
• Actual opt out rate is 9% against a baseline assumption of 28%
• Next steps:
– maintain high awareness of workplace pensions
– maintain low opt out rate – although we will be moving towards
smaller and micro companies enrolling their workers until 2017

21. 21Department for Work & Pensions
Why it’s worked
• Great working relationships
• Joint sense of ownership
• A shared agenda
• Time invested in initial procurement
process, defining the brief and
selecting the right supplier for the
job
• Setting clear objectives and
timelines
• Meeting regularly – weekly telekits,
quarterly face to face sessions
• Encouraging suppliers to work
together
• Paying promptly!
• Sharing successes and saying
thank you for a job well done

22. Network Services Directorate
Jackie Rowell
DWP Network Manager
DWP - We are all One

23. 23Department for Work & Pensions
DWP is a large scale operation.
The virtual contact centre is one of the largest in Europe
• The DWP/ BT platform handles in excess of 2M calls a day, 16% of these calls
are via the contact centres (IPCC), which are recorded, monitored and
proactively performance managed.
• In the last 12 months the DWP made and received 463m telephone contacts.
Research is underway by BT and Partners using DWP data, to assess those calls
that could be avoided or automated with a short term realisation of return on
investment and long term sustainable benefit.
• Early opportunities from analysis of sampled recorded calls has then driven ideas
and initiatives to automate and self serve some of this demand:
– Telephony Self Service (using natural voice)
– Keeping Customer Informed (such as proactive SMS)
– Focus on back office (why so much outbound, how do we measure
performance of back office)
– Need to identify the customer to deliver more value
• Speech Identification (potentially using biometrics)
– Analytics of desktop activities to support performance management and
process improvement
DWP - We are all One

24. 24Department for Work & Pensions
What's good about the relationship with BT?
• Strong collaborative working approach with DWP subject experts and other
suppliers (HPES, ATOS, NUANCE) to improve customer service by reducing
avoidable contact and increasing first time resolution, dovetailed with adherence
to legislative requirements. Evidenced by:
• engagement approach focussed on key DWP deliverables with regular robust
checkpoints at strategic and practitioner level to ensure concise understanding
and commitment to DWP priorities
• supported delivery of alternative 03 access to DWP historical 08 telephony
services for our customers, thereby providing a choice of access to the customer
to support them in reducing their costs
DWP - We are all One

25. 25Department for Work & Pensions
What's good about the relationship with BT?
• supported delivery of enhanced technology (natural language call recognition) via
partnership working with NUANCE to deliver our Universal Credit customer
telephony journey to improve routing accuracy, thereby reducing avoidable
contact caused by incorrect selection of IVR options, and embedding this
learning across other DWP service lines
• support from BT Futurologists to positively influence the DWP drive to Digital by
Default, evidenced by the success of JSA online handling 83% of JSA new claim
customer demand
• supported delivery of rationalisation of customer contact numbers to support
customer identification of the right service to meet their needs
• swift response to DWP emergency requirements, e.g. flood lines via robust
infrastructure and ability to flex contractual SLAs as required
DWP - We are all One