The UK Department for Work and Pensions (DWP) faces a significant challenge in managing over 25,000 daily correspondence from benefit applicants and claimants. In response, the DWP has introduced 'White Mail,' an AI system designed to read and prioritize letters, including handwritten notes, within a day, compared to weeks previously. However, concerns arise over the transparency and accuracy of this system, as benefit claimants are not informed about the AI's involvement. A data protection assessment indicates that sensitive personal information is processed without claimants' knowledge, leading to apprehensions among those assisting vulnerable applicants.
Those in vulnerable situations must wait longer for benefits due to delayed human processing; AI aims to address this by prioritizing urgent cases.
White mail's implementation raises alarming transparency issues as benefit claimants remain unaware of their data being processed by an AI system.
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