Eagle Consulting
Report for Customer Insight team at Department for Work and Pensions
Introduction 2
Analysis 2
External context 2
Internal context 3
Aims and Objectives 3
DWP 3
Customer Insight Objectives 3
Key issues identified 3
Implementation 4
Overall Approach 4
Phase 1 5
Phase 2 7
Phase 3 8
Phase 4 9
Deliverables 11
Why hire us? 12
Our way of working 12
Dedicated Specialists 12
Our Experience 12
Staffing & Costs 12
Introduction
The Department for Work and Pensions (DWP) aims to provide greater opportunities for people to work and to escape permanently from poverty, to support families and children throughout difficult times, and to help provide security and dignity in retirement. DWP intends to be much more customer focused and outward looking.
The DWP has seven departments:
• Job Centre Plus
• The Pension Service
• Child Support Agency
• Disability and Careers Service
• The Health & Safety Commissions and Health & Safety Executive
• The Rent Service
• Debt Management
Out of these the first four are customer facing. These departments can be looked at as very large organizations in themselves. For e.g. the job centre plus alone employs around 7 ...