3 insights on AI for public services
The UK Government reports nearly half (47%) of central government and 45% of NHS services are missing a digital pathway. Public services leaders have an opportunity to transform the sector with technology.
At the recent ServiceNow Public Services Forum in London, we brought together more than 100 ServiceNow customers to discuss the potential of AI for public services. Here are three key insights from the event.
1. The time for change is now
According to Ipsos UK, 76% of British citizens say public services declined between 2019 and 2024. Simon Case, former Cabinet Secretary and Head of the Civil Service, believes public sector leaders can build back trust through AI.
“AI can help solve that growing problem at the heart of our state: the unfair gap growing between the price we pay and the service we receive,” he told attendees.
For example, AI agents can help deliver faster outcomes by automating repetitive processes. Central government organisations watched a demonstration of an AI agent interpreting a user’s query in natural language, comparing the details to similar cases, and routing the case to the correct team based on their area of expertise.
By building on early successes and making use of the vast amounts of data in public services, leaders can enhance experiences for employees and citizens.
“In the UK, we simply cannot afford to fall behind to the disadvantage of our consumers in both public and private realms. The nations which embrace AI the fastest will be the ones that win, as they’ll deliver benefits to economies and societies the soonest,” Case said.
2. Enduring problems should be addressed first
A robust AI strategy helps solve a clear business challenge. “You have to think about what you want to achieve with AI,” explained Dave Wright, chief innovation officer at ServiceNow. Most organisations want to reduce costs, generate revenue, and improve customer and employee experiences, Wright said.
Lindsay Herbert, author, Digital Transformation agreed. She said businesses need to focus on using technology to solve their biggest, most persistent challenges.
Herbert explained leaders typically begin with the obvious problems that draw attention but don’t threaten an organisation’s survival. Instead, she advised leaders to find the destructive, enduring problems that will jeopardise the organisation if ignored.
Aligning with fundamental business challenges can also help earn support for transformation initiatives. According to Herbert, an outcome-led strategy that doesn’t need to pivot with every new political or technological development is easiest for people to rally around.
3. Big risks can earn big rewards
Public services organisations have an appetite for transformation and, in many cases, technology to support it. It’s culture that needs shifting. “The biggest barriers to tech change and adoption are not about technology,” Case said. “They’re about people.”
To achieve AI-powered transformation, Case encouraged public servants to explore new technologies and become “calculated risk-takers.” Employees should accept the possibility of failure and experiment with new ways to address persistent challenges.
Herbert added that curiosity and confidence are two of the most important traits to help drive change.
Leaders who are willing to move at pace, roll out AI use cases, and incentivise risk-taking can establish a culture of innovation. To achieve that, Case said employees need to be rewarded for implementing bold, decisive changes rather than preserving the status quo.
As Wright put it, “The real strength of AI is using it to do the things that you couldn't do before. We need to get to this new way of thinking.”
Find out how ServiceNow can help you put AI to work for public services.