Citizen Event History

DWP are looking to develop new operational insight through integration of data assets. DWP want to bring together data which reflects from a citizen point of view all the interactions they have had across one or many channels, lines of business and customer journeys plus the business processing steps and the outcomes. This will provide the ability to see agent productivity and customer journey/experience to enable us to more dynamically manage resourcing or earlier forms of intervention to prevent failure demand.