Head of User Support Services
Department for Work & Pensions
Sue is Head of User Support Services at DWP Digital, responsible for providing IT support to 84,000 colleagues across the Department for Work and Pensions. She’s also chair of the Women in Technology group which aims to attract more women into digital roles and provide opportunities for females to progress.
The Department for Work and Pensions (DWP) is undergoing one of the biggest digital transformations in Europe. As both Head of User Support Services and Head of the Service Management practice in DWP Digital, Sue is focused on delivering one of the department’s key objectives; maximising operational performance and transforming the IT support provided for colleagues. Her 450-strong User Support team is accountable for providing high-quality first-line support and resolution of IT issues for the whole of DWP, handling over 600K incidents and 800K requests every year through multiple channels.
1:40 pm - 2:25 pm
Panel: Reaping the rewards of Robotic Process Automation across the public sector
Theatre: The State of the Public Sector
As work volumes rise and workforces shrink across the public sector, robotic process automation (RPA) is increasingly being introduced to leverage artificial intelligence (AI) as an innovative solution to increasing budgetary and resource pressures. An effective automation strategy can help with:
- Automating work flow and introducing self-service systems to drive operational efficiencies
- Improving public services by responding faster and more accurately to enquiries
- Delivering a viable solution to hiring freezes and headcount reduction Navigating the cultural and legacy barriers to RPA implementation