How effective is digital transformation in improving operational efficiency and customer experience?
Background
DWP delivers services to millions of people and needs evidence on how to improve quality, efficiency, accessibility and trust while treating people with dignity and respect. This group of questions covers service design, customer understanding of DWP’s services, communications and processes, fraud and error, digital transformation, artificial intelligence, automation, staff capability, complaints, serious cases, local delivery, sustainability and experiences across DWP’s digital, telephone, video, written and face-to-face channels for interacting with our customers. DWP is interested in research that can identify what improves outcomes for different groups, including people who need additional support to access or use services. Evidence is also needed on how data, technology and automation can be used robustly and ethically to improve services and outcomes, how our staff can be supported to work effectively with new tools, and how services can learn from experience and adapt to changing demand. External research can help DWP understand what works in comparable public services, other sectors and other countries.
Next steps
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Related UKRI funded projects
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The University of Salford and Oldham Personal Advocacy Limited KTP 23_24 R4
To develop a digital transformation management system that will transform operations....
Funded by: Innovate UK
Lead research organisation: UNIVERSITY OF SALFORD
Why might this be relevant?
The project aims to develop a digital transformation management system to improve operational efficiency.
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University of the West of Scotland and Rackit Limited KTP 22_23 R1
To enhance management capability and, through a combination of digital transformation, organisational and culture change, release capacity, increase operational efficiency and improve business agility and resliance....
Funded by: Innovate UK
Lead research organisation: UNIVERSITY OF THE WEST OF SCOTLAND
Why might this be relevant?
The project focuses on enhancing management capability through digital transformation to improve operational efficiency.
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University of the West of Scotland and Kube Networks Limited
To apply emerging management theory and digital transformation knowledge to upskill management, build business resilience and agility and exploit opportunities for enhanced productivity....
Funded by: Innovate UK
Lead research organisation: UNIVERSITY OF THE WEST OF SCOTLAND
Why might this be relevant?
The project aims to apply digital transformation knowledge to upskill management and exploit opportunities for enhanced productivity, which partially addresses the question.