Xerox 2007 Annual Report Download - page 17

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Xerox Annual Report 2007 15
Committed
Besides drawing from its
standard portfolio of document
management services, Xerox
put in place a dedicated contact
center and an 80,000-square-
foot warehouse so that all
document-driven components
could be ordered and shipped
from one source.
Says David Smith, DWP’s
Commercial Director, “The
approach Xerox and its partners
have developed is designed to
ensure that we get real value
from our partnership and that
our critical requirements for
print and associated services are
met as and when we need them.”
With one-third of a nation
depending on them every day,
DWP was not about to settle
for anything less.
Connected
To improve overall service
delivery, DWP set out to review
and revamp its entire document
supply chain. It had two principal
goals: 1) Make information
clearer and more easily available
and accessible to its constituents;
and 2) Improve efficiency in
keeping with increasingly vigilant
government reviews.
Implicit in its goals was the
need to integrate document
services across all of its
1,000+ offices and eliminate
the redundancies of work
performed with multiple suppliers
in individual departments.
Since it was a tall order for
any single organization, Xerox
assembled iON, a partnership
of leading companies in their
fields, to integrate transforma-
tion across a fragmented supply
chain – starting with ordering,
through procurement and
production, all the way to final
delivery to the recipient.
Listening
As the United Kingdom’s largest
central and civil government
department, the Department
for Work and Pensions (DWP)
delivers services directly to over
20 million citizens and pays
out more than $500 million in
benefits every year. From “child
support” to “welfare to work”
to “pensions management,” it is
fact that DWP will touch every
citizen in the U.K. at some time
during their lifetime.
That amounts to a staggering
number of records and
transactions to manage.
And with the very well-being
of people in the balance,
it requires accuracy that
approaches perfection and
security that can’t be breached.
How streamlined
document services are
streamlining the delivery
of human services.