Great to see how successful DWP transformation projects have been with exceptional results especially with improvements in NPS whilst significantly reducing costs.
Congratulations to all involved.
We have reduced service incidents by 46% over the last three years. The Net Promoter Score has more than doubled last year to +51. We have saved an unprecedented 37% of our spend and re-invested it to refresh ageing technologies. The performance indicators are off the charts and the change shows in every part of our business. Our ageing data centre has been replaced by hybrid cloud services, a new telephony platform underpinned by next generation multi-channel contact centre delivers dynamic call routing, and our digital workplace gets rave reviews from over ten thousand colleagues who are now using it. The determination of colleagues and partners - to achieve more together - shows.