How streamlined document services are streamlining the delivery of human services. In order to integrate document services across all of DWP’s 1,000+ offices and eliminate redundancies, Xerox assembled a group of leading companies in their fields to simplify a fragmented supply chain.
As the United Kingdom’s largest central and civil government department, the Department for Work and Pensions (DWP) delivers services directly to over 20 million citizens and pays out more than $500 million in benefits every year. From “child support” to “welfare to work” to “pensions management,” it is fact that DWP will touch every citizen in the U.K. at some time during their lifetime.
That amounts to a staggering number of records and transactions to manage. And with the very well-being of people in the balance, it requires accuracy that approaches perfection and security that can’t be breached.
To improve overall service delivery, DWP set out to review and revamp its entire document supply chain. It had two principal goals: 1) Make information clearer and more easily available and accessible to its constituents; and 2) Improve efficiency in keeping with increasingly vigilant government reviews.
Implicit in its goals was the need to integrate document services across all of its 1,000+ offices and eliminate the redundancies of work performed with multiple suppliers in individual departments.
Since it was a tall order for any single organization, Xerox assembled iON, a partnership of leading companies in their fields, to integrate transformation across a fragmented supply chain – starting with ordering, through procurement and production, all the way to final delivery to the recipient.
Besides drawing from its standard portfolio of document management services, Xerox put in place a dedicated contact center and an 80,000-square-foot warehouse so that all document-driven components could be ordered and shipped from one source.
Says David Smith, DWP’s Commercial Director, “The approach Xerox and its partners have developed is designed to ensure that we get real value from our partnership and that our critical requirements for print and associated services are met as and when we need them.”
With one-third of a nation depending on them every day, DWP was not about to settle for anything less.