Citizen Event History-Analytics

The Covid-19 pandemic has caused an unprecedented surge in demand on DWP's services, resulting in a hugely increased operational workload across the Department. This in turn has demanded significant changes to the way that we deliver our services and how we generate and monitor evidence of productivity and customer experience changes, and use them to try new ways to achieve the Department's outcomes.

To help tackle these challenges, DWP's Data and Analytics (D&A) senior leadership and Lead Analysts from the Analyst Community have specified a programme of activity needed to develop new operational insight, which relies for a large part on better integrating existing data assets.

No data set exists in the Dept which reflects from a citizen point of view all the interactions they have had across one or many channels, lines of business and customer journeys plus the business processing steps and the

outcomes. This means we lack the ability to see agent productivity or customer experience that would enable us to more dynamically manage resourcing or earlier forms of

intervention to prevent failure demand.