Challenges of deploying AI to run public services more efficiently

Major challenge

The public sector has the potential to be more efficient and productive through AI adoption, but putting AI to use across the public sector is a major challenge Labour now faces. As the authors of the NAO report warned, large quantities of good-quality data are important to train, test and deploy AI models. “Our survey found that limited access to good-quality data was a barrier to implementing AI and central government support was important to address this,” they said.

Elena Simperl, director of research at the Open Data Institute, believes the UK urgently needs to broaden the AI narrative to take in an understanding of data and the needs of the people using it. “AI brings significant opportunities for efficiency, economic growth and innovation,” she said. “If we want to unlock the UK’s AI potential and secure our place as world leaders, we must place data at the heart of what we do.”

However, Simperl warned that the UK faces many challenges, from a shortage of foundational data skills to concerns about the trustworthiness of data and concerns over data sharing, which, she said, all need urgent attention for the UK to take full advantage of AI’s opportunities.

She also said that with both the public and private sectors increasingly relying on data and new technologies – including AI – to drive efficiency and improve services and products, everyone should be aware of the opportunities and limitations.

“Disparities in access to data and information persist, creating a digital divide that hinders social progress and economic development,” said Simperl. Data from the ODI shows that 30% of the UK population are unaware of the most prominent generative AI products, including ChatGPT2.  “Those who are familiar with new generative AI tools aren’t always aware of how they should be used productively and responsibly,” she said. 

Discussing the responsible use of AI, Anna Dent, head of research at Promising Trouble, said: “Automation relies on vast data, raising concerns about data sources and citizen consent. The controversy surrounding the Data Protection and Digital Information Bill highlights the delicate balance between data usage and privacy rights.”

She urged policymakers to focus on upskilling staff to equip public sector employees with the knowledge to understand and assess automated systems. She recommended that public sector decision-makers need to examine the underlying reasons for automation to ensure that such systems do not replicate or exacerbate existing issues. As and when public sector bodies look at deploying automated systems, Dent said they need to be implemented with consistent impact evaluations that empower authorities to modify harmful systems.

One of the opportunities – at least in the private sector, has been the use of AI to enhance chatbots, which alleviates some of the strain on call centre staff. Looking at chatbots in public sector services, Paul Waller, research principal at Thorney Isle Research, pointed to the limitations demonstrated in the Government Digital Service’s experiment with a chatbot interface to Gov.uk.

He said that GDS found the chatbot’s answers did not reach the level of accuracy demanded for a site where factual accuracy is crucial. “For the same reason (plus their lack of explainability and consistency), they are not suitable for use in statutory administrative procedures,” said Weller.

Waller also urged policymakers not to use such AI tools to summarise policy consultations. “A chatbot summary will not enable the nuanced positions on the policy by stakeholder groups to be ascertained,” he said. “Further, even if accurate, an automated summarisation does not fulfil the democratic function of a consultation, to allow all voices to be heard and shown to be heard. Similar issues apply to using these tools to generate policy advice.”

Clearly the new Labour government needs to have an open debate on the risks and opportunities of deploying AI and automated systems in public services. Eduardo Ustaran, partner and co-head of privacy and cyber security practice Hogan Lovells, said AI is an opportunity for growth that cannot be dismissed as too dangerous.

“The new UK government should be guided by the universal principle that technological development is here to help humanity by increasing prosperity and its overall well-being, so a good regulatory policy will actively support its development by focusing on promoting good outcomes for all,” he said.