DWP signs potential £1m deal to measure and analyse employee experience

Department awards contract to specialist supplier – which will also lead a pilot of a more sophisticated customer feedback system
Source: PxHere

By Sam Trendall

28 Jun 2022

The Department for Work and Pensions is to record and analyse insights from employees via a potential £1m contract with a specialist software provider – which will also support a pilot programme for gathering increased customer feedback.

Newly published procurement information reveals that, on 27 April, the DWP entered into an initial two-year contract with US-headquartered firm Medallia, which provides platforms through which organisations can gather and study feedback from customers or staff.

The deal covers the provision of an “employee experience” system, which will offer the DWP a “feedback-management and research platform, which includes statistical analysis, text [and] sentiment analysis and advanced reporting capabilities”.

The terms of the contract include an annual total of 600,000 pieces of employee feedback – known as “experience data records”. A core focus of these will be seeking input from new starters and those leaving the department.

But the commercial document states that the engagement covers “all employee-related experiences… [including] pre-joining, on-boarding, leavers, health and wellbeing and customised surveys”.

Sam Trendall is editor of CSW's sister publication PublicTechnology.net where this story first appeared.

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