People and processesSue Griffin, Head of User Support Services, DWP Digital

Sue Griffin, Head of User Support Services, DWP Digital

Sue Griffin, Head of User Support Services, DWP Digital

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.

To maximise operational performance, Sue has driven: over 20% reduction in incident volumes around a 30% increase in usage of our online self-service channel 25% savings in the cost of our outsourced service desk, as we’ve moved from phone to online support over 40% increase in user satisfaction.

Sue is passionate about diversity and inclusion and chairs the Women in Technology group.

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