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Essay Details:
Essay text:
DWP intends to be much more customer focused and outward looking.
The DWP has seven departments:
• Job Centre Plus
• The Pension Service
• Child Support Agency
• Disability and Careers Service
• The Health & Safety Commissions and Health & Safety Executive
• The Rent Service
• Debt Management
Out of these the first four are customer facing. These departments can be looked at as very large organizations in themselves. For e.g. the job centre plus alone employs around 73000 people and is situated in around 1400 locations across Great Britain.
The Customer Insight team has identified some of the major barriers to the DWP’s vision of becoming customer-oriented organization: Since most of these departments are very big, it is a challenge to maintain information consistency across all the departments since many customers are customers to more than one department...
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