v.e.1222 CASE STUDY Customer Success StoryDEPARTMENT FOR WORK AND PENSIONS CASE STUDY DWP is a fast-paced organisation which puts leadership at the centre of its transformation journey. The majority of DWP colleagues are part of the Operational Delivery Profession (ODP) – providing customer service to DWP’s 20 million customers across the UK. ODP is a thriving, inclusive professional community that supports colleagues and encourages them to learn, develop, grow and progress in their career to reach their full potential. To ensure that DWP provided their customers with the best customer service, they decided in 2018 to imple- ment ACF’s enterprise appointment booking solution Q-Flow to manage appointments in their Universal Credit department. The Department for Work and P

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