In early 2025, we partnered with ERSA to run a cross-sector workshop on AI in employment services with DWP. Together, providers large and small came to shape thinking around safe AI adoption. Ultimately, we wanted to explore what levers DWP could use to make it work.
In short, our job was simple: share, listen and challenge. We were not there to sell solutions — there was simply not enough time for that.
A Privileged Position
I confess this brought back memories. Thirty years ago, as a small provider with less sophisticated technology, I often vented frustration at DWP when ambitious ideas hit walls. However, now I was helping shape those very ideas. It felt significant — and a little humbling.
Ultimately, I hope we created a spark of collaboration that will lead to real development across the whole market.
What Surprised Us
Specifically, some key observations stood out — perhaps they should not have surprised me, but they did:
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- The workshop was initially planned for around 12 people. In the end, over 30 attended. To my knowledge, this is the first time providers have directly shaped AI policy at DWP. The appetite was extraordinary.
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- Furthermore, providers in the room were further along the AI journey than I expected. Several already used AI tools in their delivery.
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- DWP colleagues were genuinely open to challenge. There was no defensiveness. In fact, they wanted hard truths about what worked and what did not.
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- Moreover, trust emerged as the central issue. Participants and providers need to trust how AI shapes their employment journey. Providers and DWP must earn that trust — not assume it.
The Energy in the Room
Above all, what struck me most was the quality of conversation. People were not just listening — they thought out loud together. As a result, a spirit of genuine collaboration filled the room.
Historically, the employment services sector has always adapted to new technology. However, AI in employment services represents the biggest shift we have seen in a generation. The sector is ready. The real question is whether policy and procurement can keep pace.
What Comes Next
Overall, we left with a clear sense that something different is possible. Not just incremental change — a genuine reimagining of how employment services can work. Therefore, DWP, providers and organisations like ERSA must sustain this collaboration to make it real.
In particular, at Rule of 7, we work closely with welfare-to-work and employability organisations to navigate exactly these transitions. Moreover, if you are thinking about how AI could reshape your services, we would love to talk.