Transforming access to benefits information for disabled people

Finalist category: BT Contact Us Award

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Finalist, Winner

The Transforming Customer Contact Team at the Department of Work and Pensions has rolled out a variety of accessible technologies to help disabled customers contact the right person to deal with an enquiry.

They have rolled out TexBox, to improve the way DWP handles telephone calls from Deaf and hearing/speech-impaired customers who use textphones. It uses instant messenger style technology allowing staff to answer textphone calls quickly and efficiently from their desktop computers.


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