SUCCESS STORY: DEPARTMENT FOR WORK AND PENSIONS Contact center transformation puts focus on citizens The Department for Work and Pensions elevates customer experience with digital technology Offering greater choice The UK government is committed to improving citizen services and driving significant efficiencies with digital technology. Leading that charge is the Department for Work and Pensions (DWP). As the largest public service department in the UK, they administer the state pension and many other benefits for approximately 18 million citizens. The department saw the opportunity to lower costs and raise customer experience through a contact center transformation. “Our customers want to engage digitally—and choose how, when and where they do that,” said Mick Turnbull, Pro

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