Artificial intelligence, as the UK Prime Minister rightly declared on Monday, has the potential to “usher in a golden age of public service reform”. Few corners of the economy will remain untouched in the years to come. But none can match the scale of improvements in both productivity and service levels that could come from properly embracing this technology in the public sector.
So what is needed in practice to bring this dream to life across government? At Capita, we know better than most what works well and what needs to evolve. We have already been partnering with local authorities like Barnet Council to trial tools that are making a real difference to its citizens by automating simple interactions so agents can focus on human-centred, empathetic activity to deliver an outstanding, personalised customer experience, and faster. These tools can listen in to call centre conversations and support human interactions by stitching together council services more seamlessly in the background. We are also helping to improve the recruitment of talent in Britain’s armed forces by using AI to streamline the processing of routine medical records, allowing doctors and recruits to focus on the things that matter.
Yet these are just scratching the surface of what we are planning, as generative AI technologies begin to be applied more generally. I know from my time at Amazon Web Services that the provision of complex services in both the public and private sector can be revolutionised if we fundamentally rethink the way humans and machines collaborate. It requires a change in mindset as well as technology.
To do this in the public sector also requires change in the way the state operates. Keir Starmer gets this. He talks today of the job of government being to make sure the right conditions are there to allow innovation to flourish. In the spirit of the prime minister’s rallying cry, I therefore offer four practical steps which the UK government can take to make sure Britain gets the most out of AI – for citizens, taxpayers and public sector employees.
The first is to encourage a Whitehall procurement system that focuses on outputs rather than inputs. Too often innovation is stifled by preconceptions about the way services are currently provided which leads to limits being placed on companies that seek to do things differently. Set targets for how you want to services to improve, not the way you want them delivered, and the scope for doing things more efficiently and effectively increases exponentially.
Secondly, we need more AI champions within the machinery of government. The government’s new AI Opportunities Action Plan published by Peter Kyle shows there are many smart thinkers at the top of government. We are also working with plenty of talented and innovative practitioners who are embracing change on the ground. But in between are many officials and politicians for whom this remains unfamiliar, and sometimes fearful territory.
To overcome this scepticism also requires leadership and a risk-taking culture that is sometimes at odds with the conservatism of the public sector. At Capita, we know all too well the immense responsibility which comes with providing vital public services, often to vulnerable citizens who simply cannot afford to see things go wrong. But standing still is not an option either. AI can deliver better services and better cost-effectiveness – if we are prepared to try to do things differently.
One way to approach this dilemma is to encourage more small-scale trials of AI technology. There is a temptation in government to always try to think big. In reality, this can often mean acting slowly, especially in areas where the pace of technological change does not lend itself to long-term planning. Let’s learn from what works, and doesn’t.
Finally, it is important that the UK government seeks local partners as well as best-in-class global technology providers. At Capita, we believe that by working together with the ‘hyper-scalers’ such as Microsoft, AWS and Salesforce, we can marry the best of AI with the unique human challenges which public services also require. It’s not a question of technology or people; it’s both. It’s not homegrown versus global cutting edge; it’s a blend.
At Capita, we also know that important steps are already underway in all four of these directions, but this week is an important moment for everyone in government to double down and get behind the prime minister’s rallying cry. Together we can ensure this really is a golden age for public services, not another false dawn.
Discover how we’re transforming service delivery for our clients with our pioneering AI solutions:
Adolfo Hernandez
Chief Executive Officer, Capita
Adolfo is the leader of Capita plc and responsible for the development and execution of our strategic objectives, ensuring the business delivers for all of its stakeholders. Prior to joining Capita, Adolfo was Vice President of Amazon Web Services' Global Telecommunications business which is focused on enabling digital transformation to the cloud for customers across the globe. Adolfo has some 30 years’ experience in the technology sector, achieving an excellent record in accelerating revenue growth driven by digital services.
