What are the benefits and risks of adopting digital technologies, including AI, in service delivery—and how can their potential be maximised?
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]
Topics
Related UKRI funded projects
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Manchester Metropolitan University and Future Directions CIC KTP 23_24 R3
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Why might this be relevant?
The project aims to transform and embed new digitally enabled ways of working, which directly addresses the benefits and risks of adopting digital technologies in service delivery.