dwp supplier event 23 may 2014 the digital agenda nic harrison
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TRANSCRIPT
1Department for Work & Pensions
Nic Harrison DWP Digital Transformation Programme
Director
The Digital Agenda
2Department for Work & Pensions
CULTURE COMPLEXITY TRANSFORMATION GOVERNANCE CAPABILITY
3Department for Work & Pensions
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
4Department for Work & Pensions
£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
5Department for Work & Pensions
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
6Department for Work & Pensions
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
7Department for Work & Pensions
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
8Department for Work & Pensions
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
9Department for Work & Pensions
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
10Department for Work & Pensions
CULTURECOMPLEXITY
TRANSFORMATIONGOVERNANCE
CAPABILITY
BUILDINGCHANGING
REDUCING
DRIVINGIMPROVING