1. 1Department for Work & Pensions
Nic Harrison
DWP Digital Transformation Programme
Director
The Digital Agenda

2. 2Department for Work & Pensions
CULTURE COMPLEXITY TRANSFORMATION GOVERNANCE CAPABILITY

3. 3Department for Work & Pensions
Agile
Cookie
Open Source
Paywall
Usability
Personas
Customer Journey
Page Views
Funnel
Page Rank
Responsive Design
XML
eCommerce
PPC
FAQ
Knowledge Management
Eyeball tracking
SOAP
CSS
Social Media
Focus Group
Blogs
Wikis
Bread Crumb Trail
The Shout
Portal
SSO
AB Testing
MVT
Self Care
BeansMongoDB
CMS
Captcha
Ruby on Rails
UX
Hyperlink
LAMP
DNS
DoS
PHP
MashUp
HTTPS
Certificate
wireframe
Velocity
Tag
Sprint
Affiliate Marketing
HTML 5.0
HTTP
Banner Advert
Attribution Model
NPS
CTR
CPM
SEO
SEM
Analytics
Java
User Experience
Scrum
Tag Cloud
Prototype
Apache
AJAX
Avatar
URL
SPAM
SSL
Troll
UGC
W3C
Discovery
Alpha
Beta
Cucumber
Jira
Tone of voice API
We need to fully understand the opportunity digital offers to
deliver a more cost effective and customer orientated DWP

4. 4Department for Work & Pensions
£65 m
And we need to understand what digital means for our
existing services and staff
EVERY YEAR WE…
£163bn
that’s
in benefits
process
to 22m
customers every working day
7.4m
benefit
We have around 9 , staffworking to change lives for
the better
claims
with
different
products
& different
statutory
requirements
The system
is complex
& pensions
pay
3.6mpeople off
Jobseeker’s
Allowance
help
102& services IT applications
over 1,000

5. 5Department for Work & Pensions
What are the aims of the digital transformation agenda?
Lead DWP’s transformation into an exemplar of
user-centred digitally enabled service provision
Ensure projects and programmes deliver to
requirements and costs
Build digital capability that is second to none in
Whitehall
GOVERNANCE
CAPABILITY
TRANSFORMATION

6. 6Department for Work & Pensions
We are currently developing and delivering three key digital
programmes (and a pipeline of many more)
• Carer’s Allowance
• Single Tier Pension
• Universal Credit
Carer’s Allowance
• 42k of new claims since
online claims tool went live
in October 2013
• Organic online uptake from
26% at launch to 46%
Single Tier Pension
• Due to be introduced in
April 2016 with a caseload
around 13.8 million
• Beta started in Burnley
Pension Centre in May
2014
Universal Credit
• 8 million households (19
million people) will be
affected by UC
• UC consolidates benefits
that account for over
£67bn of spending

7. 7Department for Work & Pensions
We are building capability with the launch of a Digital
Academy
• The pilot course completed in May creating our first digital graduates
• 100 staff will go through the Academy in 2014
• We are developing permanent bases for the Academy in Leeds & London

8. 8Department for Work & Pensions
We are working across the DWP to ensure there is an
effective network of Digital Champions to support change
• We will develop bespoke training for Digital Champions based on the
requirements the role
• We will run a series of regional Digital Champion conferences later this year

9. 9Department for Work & Pensions
The Digital Transformation Group – D.G. Kevin Cunnington
Our citizens and taxpayers demand greater efficiencies and an up-to-date customer experience.
Digital Transformation Group is here to deliver this by transforming DWP’s business.
Business Transformation means a fundamental step change to the way the whole of DWP
operates, delivering the policy intent and the service citizens expect from government, in an
efficient and evolving way.
Digital offers us new opportunities to transform, putting the citizen needs at the heart of
everything we do.
Digital means:
1. One of the ways DWP, as GOV.UK, provides services to citizens
2. The automated and efficient way we want DWP’s business to operate
3. The working culture, performance measures, and tools we use to develop our services

10. 10Department for Work & Pensions
CULTURE
COMPLEXITY
TRANSFORMATIONGOVERNANCE
CAPABILITY
BUILDING
CHANGING
REDUCING
DRIVINGIMPROVING