After red flags over cyber security risks, a new report suggests the scale of funding, training and resources needed to automate government departments is beyond capacity.
Analysts at Cavell Group and 8×8 have published research which points to a lack of preparedness for AI migration on the part of the UK public sector. Despite continued claims by Prime Minister Keir Starmer and technology secretary Peter Kyle, Britain is not ready to introduce automation across all departments and services, the analysts claim.
74% of workers in sectors such as healthcare, education, housing and local government have now been tasked with integrating AI of some kind. Most are also expecting further policies to encourage this move. However, there are widespread concerns amongst staff about how training, implementation, onboarding and communication of service changes will take place.
Local authorities, already dealing with huge budget constraints, are unlikely to meet Westminster’s current expectations. A perceived ‘fragmentation’ and lack of networked systems is also an issue, with 31% of public sector workers complaining about using multiple platforms which do not connected with each other. Data security was again included in the list of issues, with the rise in cyber attacks — public and private sector — leading to caution about rolling out new systems for many organisations.
‘Public sector organizations are telling us they’re at a critical turning point,’ said Joe McStravick, VP of EMEA sales at 8×8 Inc. ‘There’s a clear appetite to improve citizen services as expectations around AI, data, and omnichannel engagement delivery increase. But for many, delivery of the tools, and training on their use, is not keeping pace – and that’s often down to budgets.‘
Although Downing Street is pressing on with automation plans, according to the Cavell Group and 8×8 report, demand for citizen communication is still heavily weighted towards human interaction. Telephone calls and face-to-face meetings remain the most popular choices amongst users. The findings back up a recent Public Accounts Committee assessment which found AI integration at the scale planned is unlikely to succeed due to ‘out of date technology’ and ‘poor quality’ data.
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