Recommendation 13

DWP’s solution to a lack of work coach capacity is to use digital tools, with its flagship plan being a ‘Jobcentre in your pocket’. DWP plans to deliver this digital tool in 2027–28, but has yet to define what it is, how it will work and who it is for. While it is good to see the Government bringing Jobcentres into the modern world, we believe that digital tools alone won’t be able to deliver the level of transformation needed. In particular, we are concerned that DWP has not fully addressed the risks posed by AI technology. (Conclusion, Paragraph 76)