Department of Social Protection boosts AI services

The Department of Social Protection has awarded Version 1 two contracts to support its Innovation Hub and Enterprise Architecture function, extending its use of artificial intelligence and automation in public service delivery.

The contracts follow Version 1's selection for the department's Technical Platform Development Framework after a public procurement process. One covers specialist technology resources for the Innovation Hub, while the other focuses on the Enterprise Architecture function that supports core public services.

The move marks a new stage in the department's digital overhaul, as it explores how AI and automation can be used in day-to-day operations rather than in limited pilot projects. The work will examine ways to streamline internal processes and improve service delivery across Ireland.

Millions of people use the Department of Social Protection for income supports, pensions, employment services and social insurance programmes. Changes to back-office systems and service design could therefore affect a large share of the population.

Two workstreams

Under the Innovation Hub contract, Version 1 will provide specialists in AI engineering, data science, solution architecture and full-stack development. Their remit is to explore and implement intelligent automation across the department's operations.

The Enterprise Architecture contract focuses on the design and development of the technology landscape behind those services. Senior architects and cloud specialists will work on the systems underpinning the department's main platforms.

The programme is intended to combine new digital tools with governance, transparency and human oversight. It will also be delivered in line with regulations including GDPR and the EU AI Act.

Darren Murray, Chief Information Officer at the Department of Social Protection, said the effort is part of a broader push to improve how the department interacts with the public.

"The Department of Social Protection has one priority - we are continually seeking ways to improve how we support people right across the country, our pensioners, carers, families and people with disabilities," said Darren Murray, Chief Information Officer at the Department of Social Protection.

"By adopting artificial intelligence and automation responsibly, the Department will be able to advance the modernisation of public services in a significant way. This positions us to make meaningful progress in modernising public services. Our partnership with Version 1 is set to drive significant improvements to processes within the department, and it holds exciting promise for enhancing how people engage with our services in the future, ensuring value for money as we embrace ongoing innovation," Murray said.

Broader shift

The contracts come as public bodies across Europe face pressure to improve service quality while managing costs and maintaining compliance standards. In that environment, AI tools are increasingly being considered for administrative work, service routing and internal decision support, though their use remains closely tied to oversight and accountability concerns.

For the Department of Social Protection, the emphasis appears to be on improving internal processes first rather than replacing person-to-person services. That distinction matters in a department whose users include pensioners, carers, families and people with disabilities, many of whom rely on direct support and clear communication.

Version 1, which was founded in Ireland and employs more than 4,000 people globally, reported revenues of more than €400 million. Its public sector work in Ireland forms part of a wider business focused on digital and technology services.

Aidan Mullen, Commercial Director, Public Sector Ireland at Version 1, said the company would work alongside department staff as the programme develops.

"Our belief at Version 1 is that the best technology is the kind that makes people's lives easier without getting in the way," said Aidan Mullen, Commercial Director, Public Sector Ireland at Version 1.

"DSP's commitment to this innovation initiative is driven by the ultimate goal of focusing on those who need support, and this mirrors our own approach to innovation. Our teams will work alongside DSP's staff to ensure every technical solution we build ultimately makes life easier for people and families who depend on these vital services. This is about using AI as a tool to enhance processes and deliver heightened service quality, not replace the personal touch that matters most," Mullen said.

The agreement gives the Department of Social Protection access to technical staff across AI, data, architecture and cloud disciplines as it reshapes the systems behind some of Ireland's most widely used public services.