Clearing the backlog in UK public services

Doctor talking with a patient in a clinic waiting area

This is a guest blog post from Social Market Foundation, supported by ServiceNow.

In the ever-evolving landscape of public services, the need for efficiency, innovation, and improved service delivery has never been greater. Governments and public sector organisations are continuously seeking ways to do more with less while meeting the increasing demands of their constituents.

We embarked on a comprehensive research project to explore the potential of AI and automation in public services. The research analysed over 60 case studies from various public service departments across the US, Europe, Latin America, Asia, and the UK. Additionally, data from UK civil service departments and the National Audit Office (NAO) was used to calculate wait times and estimate the impact of AI integration.

The findings offer a compelling vision for the future of public sector operations.

The power of AI in public services

The research, In the blink of an AI, shows how AI and automation can make a significant impact on UK public services in three ways, according to the research:

Reducing patient wait times: AI-powered systems could cut patient wait times for NHS General Practioner (GP) appointments by up to 73%, handling over 320 million of 350 million GP patient contacts annually. This would effectively end the notorious 8 am rush for appointments. It could also help reduce missed appointments, potentially saving the NHS £1.2 billion annually.
Streamlining government operations: Examining public data and case studies uncovered that the Department for Work and Pensions (DWP) receives 72.4 million minutes of calls annually, including 37 million minutes spent by users waiting for an agent and 35.4 million by agents themselves. AI could save 14.8 million minutes in wait time alone. HMRC spent 4.7 million hours answering and handling calls from customers in 2022-23. Customers, meanwhile, spent a total of 7 million hours waiting to speak to an adviser – more than double the total in 2019-20. AI could reduce this to 1.41 million hours which would allow civil servants to focus on more complex cases, enhancing service delivery and efficiency.
Improving Driver and Vehicle Licencing Agency (DVLA) services: Almost 20% of driving licence applications that require a medical review take over 90 days to process. AI, particularly optical character recognition (OCR), could significantly reduce processing times. AI tools could assist in prioritising complex applications, reducing overall wait times.

Moving the conversation forward

To help effectively harness the transformative power of AI and automation in public services and move the conversation forward, Social Market Foundation worked with ServiceNow. We offer several key policy recommendations:

As the Department for Science Innovation and Technology (DSIT) becomes the central hub for AI and automation initiatives in the public sector, it should collaborate with businesses and research bodies to develop a long-term strategy.
Simplifying the business case process for AI investments and introducing a parity of risk principle will ensure a balanced approach to innovation and risk management.
Scaling AI projects with proven success through a transformation fund can expedite implementation and drive impactful change.
Appointing automation leads and fostering in-house upskilling through a data academy will equip civil servants with the necessary skills to drive these initiatives.

By centralising digital innovation, streamlining processes, scaling successful pilots, and investing in human capital, the public sector can significantly enhance efficiency and service delivery, ultimately creating a more agile and innovative government.

Looking ahead

Integrating AI and automation into public services promises unprecedented efficiency and transformation. This research highlights the significant potential of these technologies to revolutionise public sector operations, from reducing patient wait times to streamlining government processes.

For more insights, download the full report on clearing the backlog in UK public services with AI.