This encompasses priorities around:
- continuing to reduce and prevent fraud and error in benefit expenditure
to deliver value for money for the taxpayer and an appropriate balance between effective fraud prevention and good customer experience
- becoming an increasingly data driven organisation with modern, secure, sustainable, and automated systems to drive better experiences for DWP customers, staff and taxpayers
- understanding customers’ experience so DWP can target interventions when and where they have the most impact
- working smartly and flexibly to deliver services when, where and how DWP customers need them, increasing analytical capability to tailor services to customers’ individual needs and circumstances
Send correspondence and further questions to evidence.strategyteam@dwp.gov.uk.
This question was published as part of the set of ARIs in this document:
To improve efficiency, raise standards of customer service, and increase capacity in a market known to be short of resources, reduce errors, and increase the opportunity for fraud detection....
Funded by: Innovate UK
Lead research organisation: BIRMINGHAM CITY UNIVERSITY
The project aims to improve efficiency, raise standards of customer service, and increase capacity, which aligns with the goal of maintaining excellent and accessible services while minimizing fraud and error.