Gov.uk chatbot makes government services faster to access | Computer Weekly

"The artificial intelligence (AI) tool, called Gov.uk Chat, aims to tackle government inefficiency by offering people a chatbot through a dedicated smartphone app, rather than waiting to speak to a call handler. In January, the State of digital government review reported that HM Revenue & Customs (HMRC) handles approximately 100,000 calls each day, the Driver and Vehicle Licensing Agency (DVLA) processes around 45,000 letters daily, and the Department for Environment, Food and Rural Affairs (Defra) still manages more than 500 paper form-based services."

"DSIT said Gov.uk Chat draws on tens of thousands of pages of guidance from UK government public websites and has been designed to help people find answers to questions often buried in government websites. DSIT said early trials have shown demand is strongest around tax, driving and transport, and benefits."

"It can also be used in business. For instance, it can help sole traders understand their tax obligations, guide entrepreneurs in setting up a new company, or point small business owners to relevant grants and support. DSIT said Gov.uk Chat provides fast, reliable answers drawn from across UK government websites, thereby helping businesses to spend less time navigating government and more time focused on growth."

"Modernising our digital services is central to building a government that works for everyone. For too long, navigating government has felt like a full-time job."

Gov.uk Chat is a dedicated AI chatbot available through the Gov.uk app to help people get answers to questions about UK government services. Access requires a relatively modern iPhone, iPad, or Android device, and known compatibility issues may affect users who rely on assistive technology. The tool is intended to reduce government inefficiency by offering quick responses instead of waiting for call handlers. It draws on tens of thousands of pages of guidance from UK government public websites. Early trials show strongest demand around tax, driving, transport, and benefits. It can also support businesses by helping sole traders understand tax obligations, guiding entrepreneurs through company setup, and pointing small businesses to grants and support.

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