DWP Generative-AI Pilots

Overview

The Department for Work and Pensions (DWP) in the United Kingdom has been conducting a series of generative AI pilot projects through a structured 'lighthouse' programme established in 2023. The programme was designed 'to test and learn in a safe and governed environment where all types of AI can be used to assist us in the delivery of our customer outcomes and department efficiencies,' according to the DWP's contract with IBM.

On 1 August 2024, the DWP entered into an initial five-month contract with IBM to support the department in delivering 'gen AI lighthouse projects.' The contract can be extended for five further months, up to the end of May 2025, and will be worth £10.8 million inclusive of VAT if it runs for its full potential term. IBM is providing the DWP with 'application development and integration' services, with the work to be set out in 'a series of statements of works' covering 'strategy and control,' 'lighthouse' projects, and a minimum viable product for what appears to be a Generative AI Lab facility.

The DWP planned to launch five generative AI projects with director general (DG) sponsorship during the 2024-25 financial year. As stated in the IBM contract: 'We are scaling up our work in generative AI during this financial year. We have identified a number of candidate areas and will launch five projects with DG sponsorship during the current financial year with the key test that they have a high likelihood of being scalable into the overall business.' The agreement did not specify the details of these five projects.

The department's annual report for 2023-24 claimed that during the year, the DWP had 'rapidly and successfully tested multiple generative AI proofs of concept.' Three specific tools were highlighted. 'Whitemail' is a technology that 'scans documents and quickly identifies vulnerable customers, allowing DWP to fast track and intervene.' 'AIgent' supports agents administering Personal Independence Payments 'by summarising evidence for inclusion in decision letters.' The 'A-cubed' system 'provides work coaches with quick access to advice to help to support customers move closer to the labour market.'

The then work and pensions secretary Mel Stride stated in late 2023 that the lighthouse scheme was 'exploring the use of AI in several use cases which include: trialling AI-enabled projects to complement the services work coaches provide to customers in job centres; trialling how AI can write, update, or organise code to address the current digital skills shortage in areas like software engineering; and trialling productivity tools for all colleagues to use, such as rapidly summarising policy documents or providing simple tools to gather information for frontline colleagues.'

The programme's governance structure involves three aspects according to the IBM contract: 'steering from across the department – [because] it's not just [about] digital; enablement – ensuring that we have the capabilities to make best use of the opportunity while guarding against its risks; [and] transformation – launching value-add digital projects.' The contract explicitly states that 'the programme will consider ethical, legal and commercial enablers and ensure that DWP continues with its overall strategy of keeping humans in the loop on any decision.'

The capability development is being conducted within the DWP's existing Innovation Lab. Despite the growing focus on generative AI, the DWP effectively banned its employees from using external tools such as ChatGPT in the course of their work or via government-issued devices. The department has instead opted to pursue the use of internal tools, largely based on Microsoft Copilot technology.

Classification

Programme Details

The DWP Generative AI Pilots programme is a series of AI experiments conducted through the department's 'lighthouse' programme and Innovation Lab, supported by a £10.8m contract with IBM. The programme tests generative AI tools for administrative productivity including document scanning, evidence summarisation for benefit decisions, work coach support, policy document summarisation, and code writing assistance. Three named proof-of-concept tools were developed during 2023-24: Whitemail (document scanning for vulnerable customers), AIgent (evidence summarisation for PIP decisions), and A-cubed (work coach advice assistance). The programme uses Microsoft Copilot-based internal tools rather than external services like ChatGPT.

Implementation Details

Risk & Oversight

Deployment & Outcomes

Sources

1. SRC-002-GBR-003 GOV.UK (2025) 'Landmark government trial shows AI could save civil servants nearly 2 weeks a year', Department for Science, Innovation and Technology, 2 June. Available at: https://www.gov.uk/government/news/landmark-government-trial-shows-ai-could-save-civil-servants-nearly-2-weeks-a-year (Accessed: 22 March 2026).
   https://www.gov.uk/government/news/landmark-government-trial-shows-ai-could-save-civil-servants-nearly-2-weeks-a-year
2. SRC-001-GBR-003 Trendall, S. (2024) 'EXCL: DWP and £11m supplier prep five gen AI projects "with director general sponsorship"', PublicTechnology, 4 December. Available at: https://www.publictechnology.net/2024/12/04/society-and-welfare/excl-dwp-and-11m-supplier-prep-five-gen-ai-projects-with-director-general-sponsorship/ (Accessed: 22 March 2026).
   https://www.publictechnology.net/2024/12/04/society-and-welfare/excl-dwp-and-11m-supplier-prep-five-gen-ai-projects-with-director-general-sponsorship/
3. SRC-003-GBR-003 Trendall, S. (2025) 'DWP seeks leader to build gen AI team and plots £12m deal to target "to be identified business problems"', PublicTechnology, 27 February. Available at: https://www.publictechnology.net/2025/02/27/government-and-politics/dwp-seeks-leader-to-build-gen-ai-team-and-plots-12m-deal-to-target-to-be-identified-business-problems/ (Accessed: 22 March 2026).
   https://www.publictechnology.net/2025/02/27/government-and-politics/dwp-seeks-leader-to-build-gen-ai-team-and-plots-12m-deal-to-target-to-be-identified-business-problems/