DWP's AI welfare systems exclude disabled and marginalized people
Amnesty International reported that the UK Department of Work and Pensions' deployment of AI and digital technologies across welfare systems has excluded disabled people, those in poverty, and the digitally excluded from accessing benefits. The systems create barriers through digital inaccessibility, intrusive surveillance, and rigid automated decision-making that reduces complex human circumstances to data categories.
What happened
The Department of Work and Pensions deployed artificial intelligence and digital technologies across Universal Credit, Personal Independence Payment, and other social security schemes. The constant testing, rolling out, and rolling back of these systems created an inaccessible social security system for marginalized groups.
People with disabilities, those living in poverty, and those with serious health conditions lack access to digital technologies, internet-connected devices, or the financial means to afford them. Language barriers and long waiting times for telephone services compounded digital exclusion from DWP systems.
Reported impact
Disabled people, those in poverty, and the digitally excluded are trapped in 'bureaucratic limbo' unable to access welfare benefits. The tech-enabled system results in relentless dehumanization and psychological distress for people already struggling to meet basic needs.
The DWP uses intrusive data collection and surveillance of disadvantaged groups, reducing people to data points where claim success depends on fitting rigid digital categories rather than actual eligibility.
Index analysis
Amnesty International's report 'Too Much Technology, Not Enough Empathy' draws findings from questionnaires, focus group interviews with social security recipients and advisors, and previous civil society work. The research captured views of 782 people.
The UK's National Audit Office has expressed serious doubts about these technologies, while the DWP continues to spend millions on experimental systems.
Governance controls
Amnesty International states the DWP's mission to reduce costs drives an 'unhealthy obsession' and overreliance on flawed technology, with urgent questions remaining about whether the tech rollout is truly cost-effective.
Classification
Sources and evidence
This record was researched and written by the Index, based on the following original reporting.