Department for Work and Pensions written question – answered at on 17 March 2025.
Will Forster
Liberal Democrat, Woking
What steps she is taking to improve her Department's customer service.
Andrew Western
The Parliamentary Under-Secretary of State for Work and Pensions
We are modernising our services, enabling customers to self-serve online, while retaining non-digital channels for those that need them, avoiding digital inclusion and ensuring everyone gets the level of support they need.
For example, we are starting to use conversational platform in some service lines, which provides an automated conversational experience and reduces avoidable contact by signposting customers to more appropriate routeways.
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