AI tools and technology can empower citizens and transform public services by improving efficiency, personalisation and outcomes, through reformed government support and public-private partnerships. Citizen first solutions can foster secure, transparent and equitable solutions while addressing challenges such as public distrust, procurement and the digital divide.

AI has the potential to transform how citizens are able to obtain the services and support they need from public services across the UK, significantly increasing productivity, quality and outcomes.There are several challenges that need to be addressed: Firstly, the public sector and local government use many different legacy systems, which are not interoperable. Secondly, the public sector has seen a number of high profile IT failures, most notably the Post Office’s Horizon partnership. This has made decision makers more risk averse and resistant to change. Thirdly, the procurement process disadvantages AI companies. However, a balance must be found between protecting (and auditing) how public money is spent, whilst encouraging and supporting innovative companies who have the energy and technology to solve public sector problems. Lastly, the citizen end-users do not have a positive perception of AI and do not trust AI systems, which will limit uptake.

There is already a digital divide across the UK, with unequal access to digital tools and infrastructure and varying levels of digital literacy. UKAI supports programmes and initiatives that aim to lessen this inequality. For example, alongside new investment in data centres, we believe that investment in social infrastructure is just as important as physical infrastructure. 

Government has an important role to play in championing AI solutions and changing public attitudes, by demonstrating the benefits clearly. AI can make public services more efficient and personalised. For instance, integrating AI in healthcare can improve patient diagnostics, while in local government, AI can optimise resource allocation and automate processes. To realise these benefits, the government has encouraged the adoption of AI across departments, emphasising joined-up procurement and the development of interoperable AI solutions. Recent initiatives, such as the UK’s National Data Strategy, advocate for a citizen-centric approach to data usage, ensuring that AI systems are transparent, equitable and accessible to all citizens​. The government controls vast amounts of personal data about UK citizens, which must be securely held and protected: At the same time, this data is extremely important, for example as training data, that could unlock major new opportunities to improve public services.

UKAI supports the continued work to improve the Government procurement process and open this up to more innovative AI companies. There are major opportunities for beneficial public-private partnerships, which the Government can initiate. Increased private investment into public services.