DWP Utilizes AI to Scan 25,000 Letters Daily, Identifying Vulnerable Citizens
The Department for Work and Pensions (DWP) has implemented an artificial intelligence system to process approximately 25,000 letters daily, aiming to identify citizens who may require additional support. The Whitemail Insights and Vulnerability Scanner, an automated tool, scans documents to flag individuals potentially needing urgent assistance. This system enhances efficiency by reducing manual sorting time and increasing transparency, allowing timely and targeted support for claimants. The AI platform supplements existing processes without replacing them, ensuring that caseworkers still make final decisions on providing extra support. The tool, developed in collaboration with Accenture, is part of the DWP's broader initiative to improve service delivery through technology.