Department’s head of data strategy highlights potential for machine learning, natural language processing and image processing plans
The Department for Work and Pensions’ (DWP) head of data strategy has said the use of artificial intelligence (AI) techniques will play an increasing role in improving service delivery, providing a fuller picture of customers’ situations so they no longer need to explain their circumstances repeatedly.
Giles Pavey outlined the department’s plans in an interview with Sue Daley, head of cloud, data and AI at industry association techUK, in the first episode of the techUK podcast.
“To deliver the services we want to deliver in an efficient way and as relevant to customers as possible, we definitely believe machine learning has a role to play,” Pavey said.
While DWP has already been using some machine learning in its fraud detection and cyber security work, and while it uses “to some extent most of the cutting edge techniques,” the department is now looking to use natural language processing and image processing.
Among the uses for the techniques would be to route incoming letters or understand the sentiment of a question put to the DWP more effectively.
“What we’re keen to do is to make sure we fully understand our customers’ situations," Pavey said. "For the typical citizen of Britain, they’d expect that if they’re dealing with government they shouldn’t be asking them the same questions over and over again.
“We try to make our services as relevant as possible. Better use of data analytics is really the key to that. We see that machine learning will play an increasing role in the way we operate.”
“Through a combination of transparency and trust and being guided by a strong ethical framework, we’ll demonstrate the uses of data, we’ll demonstrate that sharing of data can push forward public good and through the ethical use of machine learning we’ll be able to deliver more relevant services in a more efficient manner.
“The rise of data and the rise of new techniques can only be good for us.”
Challenges outlined
He also highlighted some of the hurdles that lie ahead, including understanding citizen behaviours and using it to provide services that produce the outcomes government wants.
“We’re delivering a service that’s incredibly important to people and is also highly regulated, so we want to be very clear on any decisions we’ve made when it comes to the outcome people receive. We need to be mindful of being transparent in everything we do,” he said.
To this end, DWP plans to publish its data strategy online later this year, which will include a charter of the department’s data use.
For other future developments, Pavey said he was very keen to work with academia, start-ups or any UK company interested in using data for public good. “We’d never be so arrogant to think we have a monopoly on these things and we’re very keen to learn from outside.”
Image by Many Wonderful Artists, CC BY 2.0 through flickr.
