Whitemail Insights and Vulnerability Scanner

s: Vulnerability Scanner: This AI tool has been trained using Large Language Model (LLM). It analyses the content and context of "Whitemail" (physical post/mail for which we have no automatic handling rules - loosely everything that is not a DWP-issued form) to identify a potentially vulnerable customer. The solution also provides the rationale for identifying a vulnerable customer using DWP's prescribed themes, for example mental health, suicide, etc. Whitemail Insights: This AI tool classifies Whitemail into c...

Procedurely speaking, DWP staff handling the claim or engaging with a potentially vulnerable customer are expected to assess each document and the situation on a case-by-case basis. The department's numerous Benefit Lines follow overarching and claim-specific standards to provide effective service to their customers and these standards are not influenced by inputs from the two tools.

Both solutions were trained and tested using synthetic data developed using baseline data from the Document Repository System (DRS - holds records of mail received from citizens and compliant with Data Retention policies). Use of synthetic data was considered necessary to assess the solutions' performance at scale. The baseline data extracted from DRS was redacted (removal of PII/protected characteristics) prior to generating synthetic data from it.