DWP to adopt cloud-based citizen experience platform

The Department for Work and Pensions is to adopt a new sovereign cloud-based citizen experience platform, as part of its wider ambition to modernise public services.

The service will be built on AI software company NiCE’s CXone platform, with communications technology business Route 101 being responsible for leading the transition from legacy on-premise infrastructure to a UK-based cloud environment.

The CXone platform combines phone and digital support into one system, supporting automation and AI tools to speed up routine tasks.

Darren Rushworth, President of NiCE International, said that the project would give the DWP “the power to fulfil their Service Modernisation agenda”.

He added: “Utilising the platform, DWP will be able to enhance digital service delivery and support its ambition to upskill its workforce.”

DWP’s contact centre is one of the largest in Europe, with over 40,000 staff members. NiCE has stated that the project will act as an example of service innovation, and help the UK preserve its data sovereignty.

Russell Attwood, Chief Executive Officer at Route 101, said: “By combining our deep understanding of government needs with NiCE’s advanced technology, we are committed to setting a new standard, operational efficiency, and data sovereignty across the UK.”

NiCE’s platforms are currently used by organisations in over 150 countries worldwide.