Department for Work and Pensions: Standards
The question
What steps she is taking to improve her Department's customer service.
Answered by Andrew Western
We are modernising our services, enabling customers to self-serve online, while retaining non-digital channels for those that need them, avoiding digital inclusion and ensuring everyone gets the level of support they need.
For example, we are starting to use conversational platform in some service lines, which provides an automated conversational experience and reduces avoidable contact by signposting customers to more appropriate routeways.
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