DWP told us that the scale of the challenge involved in service modernisation was daunting for a variety of reasons. It highlighted the complexity of what it did, the size of its operations, issues relating to its legacy IT systems and the need to meet day–to–day demand for its services at the same time as transforming them. It stressed, however, that it had to transform its services and referred to child maintenance as an example of an area where benefits were already being achieved, with st...

DWP told us that the scale of the challenge involved in service modernisation was daunting for a variety of reasons. It highlighted the complexity of what it did, the size of its operations, issues relating to its legacy IT systems and the need to meet day–to–day demand for its services at the same time as transforming them. It stressed, however, that it had to transform its services and referred to child maintenance as an example of an area where benefits were already being achieved, with staff who were previously answering telephone calls now focused on the collection of maintenance payments.40 Type: conclusion | Number: 20 | Response status: accepted Government response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The department recognises that successful service modernisation requires long-term, genuine systemic and organisational culture change. It is fostering a cultural shift by enhancing behaviours, skills, and