Creating a modern service
We are striving to achieve maximum efficiency in everything that we do. We explain below the steps we are taking to deliver a more cost-effective and streamlined service.
We will increase our consistency of performance by adopting simpler procedures for customers, customer representatives and staff.
Attention will be given to improving our infrastructure and our staff will be focused where customer service can best be improved.
Delivering our developing services against budgets and resources
We aim to:
- Deliver our services and meet all of our targets in line with the budgets agreed with the Department for Work and Pensions and the Treasury;
- Improve productivity;
- Ensure more staff are serving customers directly, keeping support service functions small but effective;
- Ensure our customers are better informed, reducing demand on resources by minimising the need for them to contact us more than once;
- Reduce office space: the streamlined structure will offer more scope to capitalise on flexible and remote working;
- Organise human resources and finance functions to support our business goals more efficiently; and
- Streamline our IT equipment.
Modernising our service by streamlining procedures and improving efficiency with the right IT
We aim to:
- Ensure that 95% of new customers and 94.1% of all customers eligible for benefit receive them by direct payment;
- Make cost-effective investment in new technology to support improved customer service; and
- Realise the expected benefits from our transformation programme and other investment projects.
Improving the way we manage public money
We aim to:
- Set up initiatives to improve accuracy of benefit payments to our customers, reducing levels of fraud and error.