Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment she has made of the effectiveness of the white mail artificial intelligence programme used by her Department.

Whitemail scanning complements existing systems. The AI tool flags correspondence for review by operational agents to determine customer vulnerability and appropriate actions. During solution development, digital teams collaborated closely with operational areas to identify vulnerable customers. This approach ensured that communications received by post were prioritised for those most in need. The solution was rolled out using a test and learn method, incorporating feedback from specialist support teams, and was widely adopted due to its positive impact on customer experience.