The integration of Generative AI (GenAI) into the UK public sector is accelerating significantly, changing the way public services work. A study titled “Generative AI is now widespread in the public sector“, conducted by the Alan Turing Institute, geodesy 938 public service professionals, revealed that 45% were aware of the use of GenAI in their area, with 22% actively using it. This trend is seen across a range of sectors, including health, education, social work and emergency services. GenAI, readily available and often free, differs from traditional top-down technology implementation. It is driven by the needs of “street-level bureaucrats”, indicating a significant bottom-up shift in public sector operations.
Generative AI refers to artificial intelligence systems capable of creating new content, such as text, images, or data, based on specific inputs or prompts. These systems use advanced algorithms, often based on machine learning techniques such as deep learning, to analyze patterns, structures, and relationships in large data sets. By learning from this data, GenAI can generate results that are novel but realistic, adapting to the context and parameters set by the user. GenAI has a wide range of applications, from producing emails and reports to creating educational materials and supporting decision-making processes. Its flexibility and ease of use have made it accessible to a wide audience, including professionals in various sectors.
Most importantly, GenAI works by augmenting human capabilities, automating repetitive or time-consuming tasks, and improving creativity and productivity, rather than replacing human input. As seen in the public sector, its adoption can significantly impact operational efficiency and service delivery, although it also raises questions about guidelines, ethical use and liability.
Healthcare, for example, has seen predictive analytics and resource allocation systems benefit from GenAI, while planning and development use spatial analytics. Despite these achievements, the productivity of the UK’s public services only grew by an average of 0.2% per year between 1997 and 2019. Widespread deployment of GenAI could potentially increase productivity, especially given the heavy bureaucratic burden in the sector. Research shows that GenAI can significantly impact productivity, especially for entry-level and low-skilled workers.
Statistics from the beginning of 2023 show that 8.2% of employees of global companies used ChatGPT, with a higher rate in the UK. In specific sectors, the Ministry of Education reported various uses of GenAI by teachers. A study by the Canadian federal public service found 11.2% usage for work purposes, highlighting the rapid deployment of GenAI in public services.
Despite UK government guidance on the use of GenAI, there is a lack of awareness and clarity among professionals. The guidelines focus on risks such as data sensitivity, bias and misinformation, but also encourage curiosity about new technologies. Sector-specific guidelines are being followed, but their effectiveness and awareness remain uncertain.
The research methodology involved online data collection through Qualtrics, recruiting participants from key areas of the public sector. The demographics of the respondents were diverse, covering a wide range of ages, genders and professional experience. The study focuses on understanding the adoption, trust, understanding and concerns of GenAI in the public sector.
Interestingly, the use of GenAI outperformed other forms of AI in all occupations surveyed, with the exception of emergency services. University and school professionals reported the highest uptake, with lower levels in the NHS, emergency services and social care. GenAI users showed high confidence in AI technology, understanding its work, and were optimistic about its future role in increasing productivity. However, clarity on accountability for GenAI results remains poor. Most respondents are not concerned that AI will replace their jobs and are optimistic about improving public services with AI, although they acknowledge the UK’s missed opportunities in the use of AI.
In conclusion, GenAI is making significant inroads into the UK public sector. Its bottom-up perception implies improved personal freedom of choice in its use, meeting different professional needs. However, challenges such as a lack of clear guidelines and accountability and varying public attitudes towards AI hinder its full potential. The future of the public sector with GenAI depends on balancing these aspects, possibly redefining productivity and bureaucratic efficiency.
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