Putting citizen experience at the heart of AI-driven public services

Artificial Intelligence (AI) is becoming the backbone of the UK government’s vision for a modernised public sector.

A flurry of behind-the-scenes activity over the past 12 months strongly suggests that 2025 could mark a tipping point in uptake and investment in the technology.

The National Audit Office reported that two-thirds of the government bodies it surveyed were already piloting or planning AI projects.

Current pressures within the UK public sector mean they frequently experience prolonged waiting times and decision backlogs.

The deployment of AI could dramatically turn that situation around and, by automating responses to routine queries and tasks, public sector bodies free up civil servants to focus on more complex challenges and decision-making.