1. Myrtle Lloyd
Network Services
Director
DWP

2. DELIVERING DIGITAL CHANNEL SHIFT IN DWP
MYRTLE LLOYD – NETWORK SERVICES DIRECTOR, DWP
Channel Shift Live 8th December 2011

3. THE DWP DIGITAL PROPOSITION
DirectGov Change of Online
Circumstances access at
Jobsearch heart of
Check status design
Claims to State Of claims
Pension
DIGITAL
Customer Help
Pensions Account Page BY
claimants DEFAULT
Forecasting/
get online
Tracing Improvements & stay
Entitlement to existing online
Checks services Co-designed
Claims to By staff
Jobseeker Get ‘fit’ for digital & claimants
Allowance
Today 2012/13 2013+

4. CHANNEL SHIFT OPPORTUNITIES
• Internet access/usage rates vary across our customer base but it’s significant and
increasing…
Internet used in the last 12 months by Benefit Type (TGI Survey July 2009 to June 2010)
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
UK Council Tax Housing Income Job Pension Working Carer's Child Child Tax Disability Incapacity Other
population Benefit Benefit Support Seeker's Credit Tax Credit Allow ance Benefit Credit Living Benefit
aged 15+ Allow ance Allow ance
Yes No
• 63% willing to do eligibility checks online (Pensions & Disability)
• 51% willing to claim online (Pensions & Disability)
• 56% of JSA claimants willing/persuadable to claim online

5. POTENTIAL SIZE OF THE PRIZE
30M
CALLS

6. THE DWP CHANNEL SHIFT PLAN
Selling the
PROPOSITION
Increasing
Delivering
STAFF
BUSINESS
ENGAGEMENT
EFFICIENCIES
Demonstrating for digital
VISIBLE
DIGITAL
LEADERSHIP
Maximise
DIGITAL
Optimising MESSAGING
CUSTOMER in
EXPERIENCE CONTACT
POINTS

7. DWP DIGITAL PRIORITIES & CHALLENGES
Priorities:
• To optimise the digital customer experience
• To ensure our wider business model effectively supports our digital services
• To prepare staff and claimants for online services prior to the arrival of
Universal Credit
Challenges:
• The complexity of our benefits and our legacy IT systems
• Cultural challenge to engage staff
• Our digital proposition is incomplete
• Keeping pace with developing technology
• The fiscal position