DWP is looking to improve the experience of its customers and operate more efficiently by taking a fresh look at policy, process and technology; exploring how multiple benefit lines could be administered with a common solution.
DWP want to explore whether Customer Relationship Management (CRM) platforms, similar products, or a suite of products, could provide a core set of configurable capabilities to support the administration of multiple benefits and meet the needs of our users.
The current intention is to seek insight from delivery partners into transformation approaches and potential solutions to support our service transformation.
The delivery approach and route to market will be guided by these insights and are still to be determined. Although it is expected that a CCS Framework will be used, if appropriate.