3SCO SUPPORTING CHANGE IN ORGANISATIONS

Introduction to Department of Work and Pensions (DWP)

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a range of working age, disability and ill health benefits to over 22 million claimants and customers.
DWP is currently going through its greatest period of transition on record as Universal Credit is rolled out nationally as part of the Welfare Reform.

Internal factors that drive and influence change in DWP

Strategic Objectives
Changes in strategy are inevitable as the Department’s goals and objectives alter to meet the demands of stakeholders and customers. New strategies can help the business to perform more effectively or cost-efficiently. As new strategies are planned and implemented, the effects are monitored so that the change can be reviewed and quite possibly altered again. Changes in strategic direction are considered natural and healthy in DWP and we have embedded a culture of adapting to transformation.

Staff Feedback
Employee feedback can help us uncover flaws in our business, whether there's a technical problem with our systems or a flaw in our procedures leading to poor customer service. We encourage staff to complete local and national surveys throughout the operational year and we ensure employees suggestions are acknowledged and used to drive change in our department.
Staff can easily give feedback and make recommendations for improvement via a ‘Bright Ideas’ icon on their desktop. Staff are rewarded financially for any submission that is carried forward. Changes implemented locally are shared across the department as good practice and help to formulate national policies and procedures.

Restructure
DWP has recently undergone a sustained