How can we remove the barriers for both our customers and staff to trust our use of AI and data automation?
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
-
Trustworthy AI software platform for technical and non-technical users
The project consists of an integrated software platform that provides connecting information for technical and non-technical stakeholders, facilitating the implementation and monitoring of Trustworthy AI within organisat...
Funded by: Innovate UK
Lead research organisation: APPLIED NANODETECTORS LIMITED
Why might this be relevant?
The project provides a comprehensive AI software platform to remove barriers for both customers and staff to trust AI and data automation.
-
Seclea – Building Trust in AI
Artificial Intelligence has the potential to improve our lives with rapid, personalised and assistive services. At the same time, it presents risks of negative impacts on both society and individual citizens. Recent deba...
Funded by: Innovate UK
Lead research organisation: SECLEA
Why might this be relevant?
The project focuses on building trust in AI through transparency, explainability, and accountability, addressing the question's concerns.
-
A software solution for trustworthy AI
Companies increasingly implement automatic decision-making systems using predictions made by machine learning models. Decisions from automatic systems can seem impartial, but they reflect problems in the data used to tra...
Funded by: Innovate UK
Lead research organisation: ETIQ AI LIMITED
Why might this be relevant?
The project offers a software solution for trustworthy AI, addressing the question's concerns about removing barriers to trust in AI and data automation.