dwp supplier event 23 may 2014 the digital agenda nic harrison

1Department for Work & Pensions

Nic Harrison DWP Digital Transformation Programme

Director

The Digital Agenda


CULTURE COMPLEXITY TRANSFORMATION GOVERNANCE CAPABILITY


Agile

Cookie

Open Source

Paywall

Usability

PersonasCustomer Journey

Page Views

Funnel

Page Rank

Responsive Design

XML

eCommerce

PPC

FAQ

Knowledge Management

Eyeball trackingSOAP

CSS

Social Media

Focus Group

Blogs

Wikis

Bread Crumb Trail

The Shout

PortalSSO

AB Testing

MVT

Self Care

BeansMongoDB

CMS

Captcha

Ruby on Rails

UX

Hyperlink

LAMP

DNS

DoS

PHP

MashUpHTTPS

Certificate

wireframeVelocity

Tag

SprintAffiliate Marketing

HTML 5.0HTTP

Banner Advert

Attribution Model

NPS

CTR

CPM

SEOSEM

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


£65 m

And we need to understand what digital means for our existing services and staff

EVERY YEAR WE…

£163bnthat’s

in benefits

process

to 22mcustomers every working day

7.4m

benefit

We have around 9 , staff working to change lives for the better

claims

withdifferentproducts

& differentstatutoryrequirements

The systemis complex

& pensions

pay

3.6mpeople off

Jobseeker’sAllowance

help

102& services IT applications

over 1,000


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


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


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


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


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


CULTURECOMPLEXITY

TRANSFORMATIONGOVERNANCE

CAPABILITY

BUILDINGCHANGING

REDUCING

DRIVINGIMPROVING

dwp supplier event 23 may 2014 the digital agenda nic harrison

Government & Nonprofit