The “Customer Experience in DWP” sessions will demonstrate:
- How DWP gathers valuable insight via various methods to inform ways to enhance our services or to design them in a more customer-centric way. One of the key takeaways is the importance of listening to our customers and stakeholders from customer representative groups, in order to learn and improve.
- How joining up services locally can lead to better outcomes for customers who need additional support, or who have complex needs. The important role DWP’s Advanced Customer Support Team play in identifying and responding to what are often challenging circumstances for customers and bringing together the right support.
By understanding customer needs and being transparent about what our customers can expect, we can ensure our services are not only efficient but also empathetic and responsive. This approach helps build trust and satisfaction, which are crucial for fostering public confidence in our services.