As the United Kingdom's largest central and civil government department, the Department for Work and Pensions (DWP) delivers services directly to more than 20 million citizens and pays out more than $500 million in benefits every year. This requires management of a staggering number of records and transactions, and requires a high level of accuracy and security.
The Challenge
DWP's challenges included the need to:
review and revamp the document supply chain to make information clearer and more easily accessible to UK citizens
manage invoice processing
improve efficiency to keep up with increasingly vigilant government reviews
eliminate duplication of effort by integrating document services across 1,000+ offices.
The Solution
Xerox assembled iON, an association of leading companies, to integrate transformation across the fragmented supply chain ― from ordering through procurement, production, warehousing, and final delivery. The solution included strategies to:
implement a Single Service Management Infrastructure for all DWP's core print and related requirements
put in place a dedicated Contact Centre and an 80,000-square-foot warehouse to enable ordering and shipment of all document-driven components from one source.
The Results
The Xerox solution produced a number of key benefits for DWP:
substantial overall savings in line with the UK Government's Efficiency Review targets
transformation of DWP's document services
improved quality and effectiveness of document-related communications with citizens
single point of contact for all business print and marketing materials.
