Case Study: Department for Work and Pensions achieves improved citizen experience and cost savings with Genesys

Contact Center Transformation Puts Focus On Citizens

The Department for Work and Pensions (DWP), the UK’s largest public service department serving about 18 million citizens, faced rising demand to offer more digital options and make customer service faster and more cost-effective. With more than 26,000 agents handling over 800,000 calls per week, the department needed to modernize how citizens contact and interact with services.

DWP implemented a Genesys-powered, omnichannel contact center across 130 sites — consolidating contacts into a single queue, giving agents a unified desktop view across voice, email, chat and social, and automating forecasting and scheduling. The transformation cut call volume and duration, boosted agent productivity and satisfaction, improved customer experience, and is forecast to deliver eight-figure cost savings over five years.

Department for Work and Pensions

Mick Turnbull

Product Owner, Contact Center