Innovative Digital Service Desk which encompasses blended support of advanced telephony, portal and chat channels, exploiting the use of these channels where possible.
The Digital Service Desk forms part of DWP’s User Support Services, providing IT support to 90,000 users in 800 locations. The Digital Service currently handles circa 355,000 telephony contacts and 195,000 portal contacts per annum. First contact resolution and shift left are at the core of the Department’s user support strategy.
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