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Department of Work and Pensions - Lost IoP

January 2002

The then Department of Social Security commissioned a simulation programme to teach frontline staff how to interview ‘customers’ sensitively and effectively. The programme focussed on interviews where the customer claims they have lost their Instrument of Payment (giro, etc.) The user follows a branched series of interactions, viewing in full screen video the results of their chosen questions. In real life the results of failure can lead to fraud or expensive libel cases.