"In the Smarter delivery of public services report, the PAC noted that while the ODP has created a skills framework, which sets out the skills that staff need at different stages of their careers, the capabilities and expertise that its members need are changing and will require skills associated with other professions, particularly digital. " Automating straightforward types of demand means that staff can spend their time dealing with customers with more complex needs, or who cannot access digital services," the report's authors said."
""At its heart, this is about delivering the services. That is partly about making sure that we have people who are able to think about how to deliver customer service at its best, and partly about how we innovate and how we use technology in different ways.""
""People can do the most straightforward accessing of information about their claim or their case online. It frees up our people to deal with the more complex situations,""
The Public Accounts Committee concluded that the Operational Delivery Profession must keep pace with advances in technology and artificial intelligence, creating implications for workforce skills. The ODP has a skills framework outlining career-stage capabilities, but member expertise is evolving and will require digital and cross-professional skills. Automation of straightforward demand can free staff to manage customers with more complex needs or those unable to access digital services. Civil service evidence indicates a need for better understanding of how technology reshapes citizen interactions. DWP leadership emphasised delivering services, innovating, and using technology to improve efficiency and handle complex cases.
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