Urgent Journal Messages
Benefits
The key benefit of the tool is to enable quicker responses to messages from customers. This includes DWP staff intervention that may help a customer experiencing an urgent situation.
Details
- Tool name
- Urgent Journal Messages
- Organisation
- Department for Work and Pensions
- Status
- live
- AI method (as recorded)
- Machine Learning, supervised
- AI method (normalised tags)
- Machine Learning supervised
- Usecase
- Decision Support
- Origin
- gov.uk
- Owning team
- Working Age Services
- Date added
- Scrape date
- 27/05/2026
- Source note
- This algorithmic tool is integrated into the Universal Credit Digital Service to flag messages from customers that may indicate a risk of harm. The tool has a precision of 13.5% and recall of 84.0% from 9th April 2025 to 8th April 2026. [Source]