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We’re helping the Department for Work and Pensions (DWP) deal with a huge surge in calls to its Universal Credit helpline from vulnerable citizens during the Coronavirus pandemic.

Our significant technology and customer management expertise has helped to provide the DWP with a virtual customer support centre. Co-designed and tested with teams from the DWP, this new digital solution enabled us to train and deploy an initial cohort of 200 call handlers and managers remotely in just four weeks. Another 1,000 call handlers have since been deployed to support the helpline.

Drawing on our extensive experience of delivering similar services for other public bodies and of supporting vulnerable people, we’re using Amazon Connect to enable call handlers to sign in from any internet browser.

We’ve provided team members, including redeployed furloughed staff, with the technology they need to work from home as long as necessary, such as laptops and headsets. We’ve also provided them with training using government-developed materials, plus our own resilience training, to prepare them for working remotely.

The project has meant that vulnerable people have been able to receive crucial information and support for their Universal Credit applications during the pandemic.

We are proud to be working with the UK Government in a number of different ways to help to combat the effects of Covid-19 on society and the economy – and we are committed to continuing to deliver essential public services at a time when it matters more than ever.

John Lewis, CEO, Capita

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