DWP also told us that it had been using artificial intelligence to scan customers’ written communications for words and phrases that could indicate vulnerability so that it could provide support quickly. In subsequent correspondence, it highlighted that this technology solution had recently received the ‘Excellence in Delivery Award’ at the 2024 Civil Service Awards.31 DWP conceded that it did not yet have an equivalent screening system to identify such customers on the telephone but said it ...

DWP also told us that it had been using artificial intelligence to scan customers’ written communications for words and phrases that could indicate vulnerability so that it could provide support quickly. In subsequent correspondence, it highlighted that this technology solution had recently received the ‘Excellence in Delivery Award’ at the 2024 Civil Service Awards.31 DWP conceded that it did not yet have an equivalent screening system to identify such customers on the telephone but said it had plans to address this gap through its Service Modernisation Programme. It told us it had plans to deploy new contact centre technology, known as a ‘C Type: conclusion | Number: 16 | Response status: accepted Government response: 3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 The department captures customers’ additional needs through its systems. This is a key part of its modernisation strategy, but it recognises that its current transformation p