A recent report from the Social Market Foundation has outlined the potential for significant efficiency improvements across UK government departments through the implementation of artificial intelligence (AI) and automation technologies. The think tank has specifically called for the Department for Science, Innovation and Technology (DSIT) to have a more extensive guidance remit in this area, transforming it into a "one-stop shop" for public sector AI and automation needs.
The report highlights that considerable time savings could be realised by automating processes within major departments such as the Department of Work and Pensions (DWP) and HM Revenue and Customs (HMRC). In the financial year 2022-23, citizens spent an equivalent of 6,895 working years on the phone to these departments. The report suggests that approximately two-thirds of these phone calls could be automated, which would save an estimated 8.12 million hours, equating to over 4,300 working years.
Furthermore, other examples of potential AI applications include reducing the backlog of paper-based decision-making at the Driving and Vehicle Licensing Authority (DVLA), where more than 200,000 medical-licensing decisions took over 90 days in 2023, with nearly 20% of all decisions falling into this timeframe. The report suggests that the use of optical character recognition (OCR) technology could help categorise and extract documents, while AI could prioritise cases based on complexity, ultimately leading to a reduction in wait times.
While the possibilities of AI and automation are numerous, the report does identify several structural impediments to their adoption within the civil service. These include an aversion to change, challenges in scaling pilot projects, and a lack of institutional capacity or expertise in these technologies. Additionally, there are financial hesitations in funding training or AI initiatives that might generate long-term savings, compounded by siloed decision-making processes that limit cooperation across departments.
The Social Market Foundation urges that DSIT be empowered to facilitate the adoption of AI and automation. This includes appointing a head of citizen experience to lead automation strategy efforts within departments, overseeing the removal of duplicative processes, and setting up a "data academy" focused on enhancing AI and automation competencies among civil servants.
The report further recommends that DSIT synthesise existing evaluations of AI and automation tools used within the UK government and share these insights with departmental leaders. This knowledge-sharing initiative would also encompass guidance on best practices for assessing AI interventions, including benchmarking and monitoring processes.
Moreover, a "transformation fund" should be established under DSIT’s control to expedite the implementation of promising projects. In instances where full authority is not granted, collaboration with the Treasury and the National Audit Office is suggested to fast-track initiatives deemed viable.
Cultural change within government departments is also an essential aspect of the report. It advocates for each department to appoint automation leads, accountable to the head of citizen experience, responsible for pinpointing additional automation opportunities. The foundation calls for the business case processes for AI and automation expenditure to be streamlined, emphasising a culture of “invest to save,” wherein in-year savings could finance capital investments.
Finally, the report suggests departments adopt a "parity of risk principle," prompting them to evaluate not only the risks associated with integrating new AI and automation systems but also the risks linked to inaction. This comprehensive approach is intended to foster a more conducive environment for the integration of innovative technologies within the public sector.
Source: Noah Wire Services