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Citizen contact services, automaton, AI and citizen preferences for comms

Wesley Owen made this Freedom of Information request to Department for Work and Pensions Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

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Dear Department for Work and Pensions,

1. Contact Centre
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
h. Do you have records of the volume of inbound enquiries made into these contact centres for each year? If so, where can these be found?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
4. SMS/ Messaging services
a. Does your organisation offer it's citizens support and reporting services via SMS or mobile messaging applications? If so, what services are offered?
b. Who is your current provider for SMS messaging (if applicable)?
c. Is the SMS/ Messaging service bi-directional .i.e. can texts/ messages be responded to directly by the recipient?
d. Do you employ any level of automation with these services?
5. Marketing
a. Public engagement - Marketing Technology used, i.e Salesforce Marketing, Adobe? Direct marketing campaign engagement or en-mass only?

Yours faithfully,

Wesley Owen

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freedomofinformation.mailbox@dwp.gov.uk,

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Dear Wesley Owen,

I am writing in response to your request for information, received 13th
November.

Yours sincerely,

DWP Central FoI Team

We don't know whether the most recent response to this request contains information or not – if you are Wesley Owen please sign in and let everyone know.