DWP recognises that significant parts of its services remain largely unmodernised. Its Service Modernisation Programme is an 11-year organisation-wide programme, estimated to cost £312.1 million and running from 2022–23 to 2032–33, which is seeking to deliver benefits for customers, staff and taxpayers.38 However, the scale and complexity of the programme means delivery involves significant risk. DWP’s 2023 accounting officer assessment highlighted the challenges of managing multiple interdep...

DWP recognises that significant parts of its services remain largely unmodernised. Its Service Modernisation Programme is an 11-year organisation-wide programme, estimated to cost £312.1 million and running from 2022–23 to 2032–33, which is seeking to deliver benefits for customers, staff and taxpayers.38 However, the scale and complexity of the programme means delivery involves significant risk. DWP’s 2023 accounting officer assessment highlighted the challenges of managing multiple interdependencies; the scale and nature of the desired change; and achieving the necessary cultural change. DWP considers this cultural change is critical to rea Type: conclusion | Number: 19 | 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 en