Case Study: Department for Work and Pensions achieves major Lean transformation with Capgemini

Department for Work and Pensions - Customer Case Study

The Department for Work and Pensions (DWP), a major UK government department, sought to improve customer service, increase productivity, and promote efficiency across its vast operations. To achieve this major change, the DWP selected Lean as the cornerstone of its continuous improvement programme and partnered with Capgemini for its Lean transformation expertise and ability to build internal capability.

Capgemini developed a bespoke "DWP Way" Lean Toolkit and established a Lean Academy to transfer knowledge and develop over 300 internal practitioners. Working in close partnership, they delivered over 30 initiatives, leading to substantial results. The programme was ahead of its target to deliver over £600 million in benefits, with relevant customer service performance indicators improving by over 20%. Capgemini's solution enabled the DWP to build a sustainable, in-house Lean capability for its ongoing transformation.

Department for Work and Pensions

Martyn Craske

Lean Client Lead