DWP: Maximising value through our use of technology, data, and innovation #techUKDigitalPS
Technology has the power to create lasting value and improve society in numerous ways, particularly in the Department for Work and Pensions (DWP) the biggest public service department in the UK. We serve around 20 million citizens and issue around £212billion in payments each year, representing the significant value technology can help us create.
DWP Digital, is the technology department at DWP, and we are driving forward that digital transformation. We are transforming, improving, and adapting important services that millions of people count on, using modern technology and innovation. Whether our users need to claim benefit, get help finding a job, or help understand their State Pension, we design, develop, and deliver the world-class digital services they need.
We use technology to simplify and streamline customer and colleague experience and, in the process, have a positive social impact by making it easier and more efficient to access the support needed.
Working with impact
During the COVID-19 pandemic vulnerable citizens needed help quickly. We set up an online digital service within 4 weeks, Apply for Your Pension Credit (AfPC), to allow access to support whilst shielding, reaching 70,000 new claims within the first quarter.
Get your State Pension (GySP) was also launched, an online service which allows users to access to their claim 24/7. This service has had over 1.6 million claims since going live, reaching 96% customer satisfaction level. Using technology to create these digital services allows for a simple and quicker customer journey.
Also, we recently used technology to support the delivery of cost-of-living payments, demonstrating the positive impact on society even in the most challenging of times.
Endless opportunities
Continuing to connect and make better use of data is vital for us to grow our impact. We have recently introduced a library of APIs. This gateway enables us to reuse and share data instantly and securely, allowing quicker and easier collaboration across-government and externally in the wider tech sector going forward.
Recent examples of data sharing to improve society include working with the NHS on a free prescription automatic eligibility check, where sharing data allows for a real-time eligibility check at the point of dispending medication. Also, introducing https://www.gov.uk/government/news/easier-for-sky-customers-to-get-cheaper-internet-thanks-to-dwp-scheme as part of the response to the cost of living crisis.
We’re continuing with innovative projects such as our Intelligent Automation Garage (IAG) and the Innovation Lab, which focus on new ideas and endless possibilities.
The IAG uses emerging technologies such as artificial intelligence and developing tools to automate menial work, resulting in increased speed, productivity, efficiency, and accuracy reducing errors and risk. A key example is Universal Credit budgeting loans, after using the technology in the IAG to automate the process, it is now 7x faster saving 476k operational hours. Customers can access budgeting loans 24/7, improving their experience and accessing financial support faster.
The Innovation Lab is a place for unconstrained innovation. Colleagues are encouraged to be creative and push boundaries with their ideas and a recent example of using emerging technologies is they have been looking into synthetic data, artificially generated but realistic data to increase accuracy.
At DWP Digital, we will continue using technology, data, and innovation to develop and deliver world-class digital services that benefit society today and will improve the lives of future generations.
This article was written by DWP Digital, as part of the Digital Transformation in the Public Sector Week. To learn more about DWP, please visit their LinkedIn and Twitter.
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