What are the best ways to design systems and policy to minimise fraud and error (including tackling new forms of fraud and adapting to its increasing propensity), whilst maintaining excellent and accessible services?
Background
DWP delivers services to millions of people and needs evidence on how to improve quality, efficiency, accessibility and trust while treating people with dignity and respect. This group of questions covers service design, customer understanding of DWP’s services, communications and processes, fraud and error, digital transformation, artificial intelligence, automation, staff capability, complaints, serious cases, local delivery, sustainability and experiences across DWP’s digital, telephone, video, written and face-to-face channels for interacting with our customers. DWP is interested in research that can identify what improves outcomes for different groups, including people who need additional support to access or use services. Evidence is also needed on how data, technology and automation can be used robustly and ethically to improve services and outcomes, how our staff can be supported to work effectively with new tools, and how services can learn from experience and adapt to changing demand. External research can help DWP understand what works in comparable public services, other sectors and other countries.
Next steps
Send correspondence and further questions to [email protected]
Related UKRI funded projects
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Birmingham City University and Crowe UK LLP KTP 21_22 R5
To improve efficiency, raise standards of customer service, and increase capacity in a market known to be short of resources, reduce errors, and increase the opportunity for fraud detection....
Funded by: Innovate UK
Lead research organisation: BIRMINGHAM CITY UNIVERSITY
Why might this be relevant?
Partially relevant as it focuses on reducing errors and increasing fraud detection, but does not specifically address designing systems and policy.
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Development of an AI and ML enabled risk assessment platform to reduce fraud in the NHS
Fraud, risk and compliance in the NHS is estimated to cost on average around £5.7 billion every year and takes away money which services could be spending on patient care. In particular, the total loss of procureme...
Funded by: Innovate UK
Lead research organisation: FISCAL TECHNOLOGIES LTD.
Why might this be relevant?
Fully relevant as it specifically addresses designing an AI and ML enabled risk assessment platform to reduce fraud in the NHS.