Source · Select Committees · Public Accounts Committee
Recommendation 16
16
Accepted
DWP uses AI for written vulnerability screening, plans phone system for equivalent identification
Conclusion
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 ‘Conversational Platform’, which should route customers to the right person in a quicker way by using a virtual telephone agent.32 In subsequent correspondence, DWP stated that the Conversational Platform was performing well in areas where it had been deployed and that it planned to roll out the service across more telephony lines in the coming months.33
Government Response Summary
The government agrees and states the recommendation is implemented, detailing plans to strengthen research data, launch a new Customer Experience Survey contract (2025-28), and develop real-time customer feedback capabilities. This includes using insights from the Call Listening Alert Service to inform the design of DWP's future telephony platform, addressing the committee's observation about identifying vulnerable customers on the telephone.
Government Response
Accepted
HM Government
Accepted
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 plans run for several years, and the department needs to better understand the experiences of its customers including its vulnerable customers. 3.3 In the interim, the department is strengthening how it uses research data to better understand customer experiences and drive improvements. It already publishes analysis of variation in overall satisfaction by long-term health conditions (physical, mental, or both), and is exploring opportunities to extend this analysis to other support needs data captured on systems. Additionally, the new Customer Experience Survey contract (2025-28) will ensure the department collects and analyses the right data to gain deeper insights. The first results will be published in the 2025-26 Customer Experience Survey report and findings will be monitored internally on a regular basis to track emerging trends and identify areas for action. 3.4 These insights will complement existing research across the department, helping pinpoint where support is needed for different customer groups. At the same time, it is developing real-time customer feedback capability through the Contact Centre Modernisation Programme, enabling faster responses to customer needs and improving service delivery. 3.5 The department is strengthening data collection on customers supported by Advanced Customer Support Teams, including insights from the Call Listening Alert Service, which helps identify at-risk customers and informs the design of DWP’s future telephony platform. 3.6 By integrating these insight activities, it is building a comprehensive, data-driven view of customer experiences. This joined-up approach will drive service improvements, policy decisions, and operational enhancements, ensuring the department meets customer needs effectively across all channels.