1. AFTERNOON KEYNOTE | Setting the Right Data and IT Infrastructure and Security to Respond to Emerging Customer Service Needs
Simon McKinnon Interim Chief Digital and Information Officer, DWP Digital Department for Work and Pensions

2. Government ICT Conference
22 January 2019
Bridging Silos: Delivering a Seamless User Experience for DWP Customers
Simon McKinnon, Chief Digital and Information Officer (interim)

3. What we’ll explore Reflecting on progress on one of
Today we’ll be…
Reflecting on the progress so far in the UK’s biggest digital transformation
Exploring more radical transformation that joins up our services through data sharing
Investigating the opportunities of more data exchange the opportunities of more data exchange through available API architecture
Looking at what this means for the future
Reflecting on progress on one of
the UK’s biggest digital transformations.
Considering how we’re delivering
user-centric services within DWP.
Considering how we’re delivering
user-centric services within DWP.
Investigating opportunities for more user-centric services across government.
Investigating opportunities for more user-centric services across government.
Looking at what this means for the future.
Looking at what this means for the future.

4. One of the UK’s biggest digital transformations...
…running on
55 million
lines of code
…and handling 200m calls from the public each year
…serving 20 million people
…making 10k changes to our IT systems per year
…with 84,000 employees
But first, who are we?
One of the UK’s biggest digital transformations...
serving 20 million people
with 80,000 employees
Our systems run on 55 million lines of code
We make 10k changes to our IT systems per year
And we handle 200m calls from the public each year

5. Enablers of digital transformation
Reducing reliance on big supplier contracts.
Transforming our own digital capability.
Building agile, multi-disciplinary teams which deliver user-centred products.
How we’re currently doing this:
Reduced reliance on big supplier contracts
Transforming our own digital capability
Building agile, multi-disciplinary teams which deliver user-centred products

6. Scaling a user-centric approach
Joining up customer journeys across DWP.
Join up customer journeys across government.
Digitised core DWP services.
What we’ve done.
What we’re doing.
What we need
to do next.
Digitising services
Joining up customer journeys
Joining up customer journeys across Govt

7. Digitising DWP services
Carer’s Allowance
One of the first services to go online was Carer’s Allowance, which launched four-and-a-half years ago.
Online interaction in minutes, not days.
84% digital channel take-up and 92% satisfaction rate.
Over one million people have used the service.
Reflecting on our progress so far…
Two examples of success:
One of the first services to go online was Carer’s Allowance, which launched four-and-a-half years ago.
Gone from taking days to process the information, and customers interacting with DWP via phone or post, to online interaction in minutes; 84% digital channel take-up and 92% satisfaction rate.
Over one million people have used the service.

8. Digitising DWP services
Check your State Pension
Delivered in collaboration with HMRC
93% digital take-up with 88% user satisfaction rate.
More people than ever are proactively planning for their retirement.
Used by more than 10million people in 2 years.
Check your State Pension has been delivered in collaboration with HMRC; 93% digital take-up with 88% user satisfaction rate
More people than ever are proactively planning for their retirement
The service has been used by more than 10million people in 2 years.

9. Personal Independence Payment Employment and Support Allowance
Joining up services across DWP
We’re taking a customer-centric approach to health services, simplifying the customer journey, reducing claim processing and driving channel shift.
How it currently works
How it will work
Personal Independence Payment
Employment and Support Allowance
Universal Credit
Online application
Combined evidence-gathering
Machine learning
Data-sharing
Single ‘Future Health Assessment’
One area we’re focusing on in particular is the join-up of health services.
How it will work 
Online application: Moving people from needing to complete paper claim forms to being able to claim online –prototype being tested with Users
Transforming telephony
With Health Assessments coming via Universal Credit customers are starting to use the concept of a User Portal where they can self-serve
Ability for customers to book their own Health Assessment appointments
Combined evidence gathering: Large number of face-to-face assessments driven by need to confirm Evidence.
Gain consent from customer to gather information direct from NHS, GPs etc
Machine learning: proof of concept to prove if cognitive learning can support case processing
Data Share: Successfully shared data with NHS. Tell us once and we’ll re use the data across benefit lines
Used 3rd Party to successfully extract and share data from GPs’ systems
Single ‘Future Health Assessment’ building new digital services to transform the customer journey
Includes proof of concepts with Video Recording of assessments
Use of Artificial Intelligence Engine
More integration with GPs’ systems
Segregated customer journeys
Joined-up, user-centric customer journey

10. £ The benefits for joining up services are vast
Simpler customer experience
Reduced fraud
Reduced over/underpayments
There are many benefits of joining up services.
Reduce instances of over/underpayments
Reduce fraud
Stop citizens having to make several phone calls and visits to different government departments to solve a problem
Improve support access to those who need it
Some examples for the audience (provided by Mike Ratcliffe; suggest using just 2 or 3 of these):
Where there is passporting between services in different departments – i.e. entitlement to service X in department A, creates entitlement to service Y in department B. So A and B need to know about each other’s customers.
Where there is barring between services in different department i.e. entitlement to service X in department A, bars you from receipt of service Y in department B
Where there is sequential transition between services in different department, for example a life event can turn a customer of department A into a customer of department B
Where there is co-incidental overlap of services in different departments i.e. customer could co-incidentally be a customer of service J in department A and a totally unrelated service K in department B.
Where one department holds Material Facts that affect the nature/extent of service received in another department. e.g. we take income data from HMRC into account when calculating how much benefit you should be awarded.
Where one department is responsible to deliver a service, but must do so through another department (e.g. Housing Benefit is DWP owned and controlled but Local Authority delivered)
Where there are historic relationships due to changes in machinery of government (DWP still runs HMRC’s Child benefit computer system, and MOD’s War Pensions computer systems).
Where machinery of government changes causes to share – e.g. Scottish devolution causing us to split off some (but not all) customers of some (but not all) of our benefits) based on geography. How to deal with Scottish customers who are in receipt of a UK benefit (from DWP) and a devolved benefit from Scottish government in a joined up way.
And it’s not just within government it’s also between government and private sector – e.g. Energy providers provide ‘warm homes discounts’ off energy bills for customers in receipt of certain DWP benefits, we need to help the pension regulator build a system
Where departments hold information that would help each other to combat fraud. E.g. information held in department A may help department B identify fraudulent activity.
Cheaper for government to run

11. Joining up services for users across government
Tell us Once shows how joined-up services can improve user experience.
Offered by local authorities on behalf of DWP, it allows people to report a death to multiple government departments in one go, making things easier for people at a difficult time in their lives.
For example, Tell us Once.
The Tell us Once service is an example of how joining up services can make life easier for people.
It’s a service offered by most local authorities on behalf of DWP that allows people to report a death to a number of government departments in one go, making things easier for someone who is mourning the loss of a loved one.
When registering a death, the registrar gives you the contact details and reference number for using the service. The Tell Us Once Database records details of the death and informs the relevant government departments and local authorities, saving the person reporting the death a lot of time and effort at what is usually a difficult time.  It’s a simple, yet necessary service and one that has been made possible by digital technology.

12. Countless more possibilities exist

13. 1 2 3 How do we make joined-up services the norm?
Building effective relationships across government 2
Better data-sharing across government. 3
Building holistic customer journeys

14. Thanks www.linkedin.com/in/simonmckinnon/ /company/dwpdigital