Report

In the blink of an AI

This report from UK think tank the Social Market Foundation outlines the benefits the civil service and public sector can reap by further integrating AI and automation into its user-facing workstreams.

Artificial intelligence and automation are ideally suited to do many of the tasks that public servants in user-facing roles currently spend hours managing.

This report outlines the benefits the civil service and public sector can reap by further integrating AI and automation into its user-facing workstreams, as well as the time savings available to the public which use them. Artificial intelligence and automation are ideally suited to processing large datasets, sorting information, and identifying patterns. In short, many of the tasks that public servants in user-facing roles currently spend hours managing.

We looked at dozens of case studies that used existing technologies in real-world public sector settings to evaluate how integrating AI and automation could improve processes, and the benefit to consumers of the services. AI and automation can save thousands of years annually by deflecting or automating phone calls and appointments. In total, we estimate 8.12 million hours, or more than 4,300 working years, could be saved by deflecting or streamlining caseload at the DWP and HMRC by using AI and automation procedures.

In particular, SMF’ research looked at savings to be made at the Driving and Vehicle Licensing Authority, GP trusts, HMRC and DWP. To harness these opportunities, the civil service must deal with structural impediments currently impeding uptake.

These impediments include risk aversion, difficulty scaling pilots, and institutional capacity/expertise. Difficulty in moving from outdated legacy systems. A reluctance to ‘double-run’ new systems alongside old systems, rather than building out from old systems. Investment decisions are also holding back uptake, as some AI projects which can provide long-term savings require upfront spending on capital and training.