Which forms of central support deliver the highest marginal improvement in local capability maturation and outcomes?

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.