Social Security Benefits: Digital Technology

(asked on 19th March 2025) - View Source

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 potential merits of increasing (a) digitalisation and (b) automation in the provision of welfare services.


Answered by
Andrew Western Portrait
Andrew Western
Parliamentary Under-Secretary (Department for Work and Pensions)
This question was answered on 26th March 2025

The Department for Work and Pensions (DWP) has already implemented many automation initiatives and remains dedicated to identifying future opportunities for further enhancements. To date, 58 automations have been deployed across the DWP, with 38 of them currently active. These automation processes have handled a total of 44.46 million claims and saved 3.4 million staff hours.


We will continue to explore additional automation and digitisation prospects which will help reduce operating costs, enabling agents to dedicate more time to citizens, and expedite claims processing where possible.

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