What are the best ways to design systems and policy to minimise fraud and error, while maintaining excellent and accessible services? How can DWP maintain the right level of customer service and support, whilst keeping pace with the propensity to commit fraud and tackling new forms of fraud? What future functionality will DWP need to do this? How can the use of technological solutions including machine learning, network analysis and AI be maximised?


This encompasses priorities around:
- continuing to reduce and prevent fraud and error in benefit expenditure
to deliver value for money for the taxpayer and an appropriate balance between effective fraud prevention and good customer experience
- becoming an increasingly data driven organisation with modern, secure, sustainable, and automated systems to drive better experiences for DWP customers, staff and taxpayers
- understanding customers’ experience so DWP can target interventions when and where they have the most impact
- working smartly and flexibly to deliver services when, where and how DWP customers need them, increasing analytical capability to tailor services to customers’ individual needs and circumstances

Next steps

Send correspondence and further questions to evidence.strategyteam@dwp.gov.uk.


This question was published as part of the set of ARIs in this document:

DWP Areas of Research Interest 2023 GOV UK

Related UKRI funded projects

  • 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?

    The project is relevant as it involves the use of AI and ML to reduce fraud, which aligns with the question's interest in technological solutions for fraud prevention, but it does not address DWP's specific needs or customer service aspects.

  • 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?

    The project is relevant as it aims to improve efficiency and customer service, and reduce errors and fraud, which aligns with the question's interest, but it does not specifically address the use of technology or DWP's specific needs.

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