The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event

The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event

Date & Time: 10 June 2021 10:00 to 12:00 (Hosted via MS Teams)

DWP has an ambition to better understand the experience and satisfaction levels of our customers at all key stages of their journeys across channels and in different service lines. Our need is to harness high volume and high frequency feedback that helps motivate our teams, identify broken processes and swiftly deal with specific issues.

As such, we would like to understand the technology available in the market for Voice of the Customer analytics software solutions.

The high level outcomes DWP would like to see as a result of improved insights are:

• Improved Customer Experience Levels
• Proactive and pre-emptive service delivery
• Root-cause detection to drive improved outcomes
• Rapid Response for customers with complex needs or vulnerabilities
• Empowered agents and teams with greater understanding of their personal impact
• De-centralised insights in a feedback loop directly back into agents / team leaders
• Richer granularity of insights to inform actionable tasks
• Significant cost-savings from earlier interventions (reduction in repeat calls/unnecessary agent/customer effort).

DWP would expect the technology to work in synergy with our operating model and customer experience strategy to support:

• Automatic identification of calls where customers indicate they tried and failed to complete a task on their own and route this information directly to a suitable agent
• Analytics on call disposition (triangulated with other operational M.I) to understand why customers repeatedly call us and pinpoint which issues are unable to be resolved on the first call and how can agents be coached to handle these queries more effectively.
• Our understanding of customer and agent behavior on calls that are too long or too short to resolve issues. On calls that results in transfers or escalations.
• Round the clock analytics in the form of "listening-posts" on our different channels (on-line, telephony and even mail) that can identify, prioritise, and alert agents of macro level issues. Dynamic identification would result in quicker resolution, proactive action, deflection of call volume, and cost savings.

Solutions should also be easy to integrate with our systems and conform to our security and data protection requirements.

DWP is hosting an Industry pre-market engagement event to give potential suppliers the opportunity to better understand our needs. In return we are looking for information on best practice and potential ways forward that better inform our emerging requirements.

This will be held on 10th June 2021 as part of an event held virtually over MS Teams.

See attached document for full details