27 - 29 August, 2018 ǀ Swissotel, Sydney, NSW

Gavin Elliott


Head of Interaction Design
Department for Work and Pensions (the United Kingdom)


5:30 PM Customer-Centricity through Omnichannel Transformation

The United Kingdom’s Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a rang of working age, disability and ill health benefits to around 18 million claimants and customers. The DWP’s IT systems manage 7.35 million benefits claims each year, paying £165bn in benefits and pensions. In order to meet the dual priorities of delivering outstanding services to customers efficiently and at low cost, the DWP has transformed their customer contact channels. Enjoy Drinks, Canapes and an Informal Networking Opportunity While You Learn to:

  • Blend telephony, portals and chat channels to aid staff in delivering a tailored customer experience
  • Employ user-centred design to optimise end-user interaction
  • Drive first-contact resolution by providing multiple channels for contact and self-service

8:45 AM INTERNATIONAL KEYNOTE: True Omni-Channel at the UK’s Department of Work and Pensions Means Customer Centricity

The Department of Work Pensions website receives over 3 million visits a month. It provides services for everyone in the United Kingdom: from retirees, and the bereaved to children with separated parents. In order to meet these varying service requirements the DWP has undergone an extensive transformation.

  • Providing contact channels accessible to all types of people: for example those that are illiterate, have learning difficulties or are blind
  • Using agile project management with multiple iterations to find the right fit
  • Creating intuitive self-servicing options that don’t just hide the organisation’s phone number on the website


Check out the incredible speaker line-up to see who will be joining Gavin.

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