A new ICS.AI survey has indicated warming public sentiment with regards to the use of AI in enhancing public sector services. 

There is undoubtedly a strong case for the use of AI in public services. It has the potential to allow governments to maximise output of resources, reduce operating costs, support decision-making and improve services for citizens through personalisation and enhanced accessibility. 

The survey – which included 2,000 UK residents – found that 47% anticipate that AI will improve public services, whilst 60% expect it to enhance accessibility. 

The report suggests this optimism is driven by AI becoming commonplace. With 78% of respondents suggesting they are already using AI, indicating that embedding AI within public services would be more intuitively accepted. 

Despite the open-mindedness to AI within public services, regulation and trustworthiness of the technology used will be key to public acceptance. 

Whilst the majority (55%), would still prefer human-led public services (even if they were slower), there were suggestions made by the report that trust, quality of service and faster outcomes could all contribute in helping sway the balance.

Service improvement was top of the priority list, regardless of how this was to be delivered.  

ICS.AI stated that the results conclude “AI should deliver real value, be trustworthy and inclusive, and keep humans accountable for outcomes”.

Regional Representation and Equity

What must be remembered is that AI is not a silver bullet which will solve public service challenges in their entirety – certainly, there is an argument for AI in public services to automate decision making and remove personal feelings and biases. 

However, as we know, AI tools are only as good as the data they are trained on, and therefore vast and diverse data would be required to train any AI tools used in public services to ensure equity and representation of the entire populace. 

We are currently dealing with AI models which have significant gender and racial gaps, and lack data and training on diversity. Addressing this is essential before widespread AI rollouts in the public sector. Otherwise, the opposite would be true and we would create public services with significant bias.

The survey reported that 52% of respondents had concerns about how AI led public services would work in practice, citing accents and dialects as barriers to effective use. 

Local regions, including Scotland, Northern Ireland and Wales, all known for having stronger accents, were increasingly worried that this would impact the quality of services delivered. Should this become a reality, AI tools may heighten inequality and inaccessibility rather than tackling it.

For Scotland in particular, consideration needs to be given to diversity of citizens, aging demographic of the population, digital exclusion and outdated tech uptake. 

Concerns are prevalent about the ethical use of AI and personal data, and until further safeguards are in place, implementing AI tools into public services could pose huge risks. 

Unlocking Value for the Public 

Despite the potential drawbacks, the financial context facing public services cannot be ignored. 

With citizens consistently reminded of the pressure on their public services and strained budgets, AI may open up opportunities to reduce pressure on Government and the tax payer.

If AI is deployed appropriately, this could allow resources to be redirected to front line services where human judgement is still essential, and ensure quality of service isn’t compromised. Though this again does not come without controversy. 

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Redeployment of resources does spark concerns that AI implementation will result in cost cutting and job losses, further aggravating economic pressure. Automation of tasks rather than jobs should be the priority. 

Whilst there are significant arguments for and against the mainstream use of AI in public services, trust, accessibility and equity of services will be paramount. 

Ultimately, the success of AI in public services won’t be based purely on speed or cost savings, but rather on the overall quality of experience it delivers for citizens. People must feel heard, understood and treated fairly when utilising AI based services.

If implementation prioritises inclusion, transparency and human oversight, there is a fantastic opportunity for Governments to strengthen public services whilst reducing pressure.