Poor Data Structures and Legacy Systems Hinder AI Potential in Transforming Public Services
According to Rodolphe Malaguti, Product Strategy and Transformation at Conga, poor data structures and legacy systems are holding back the potential of AI in transforming public services.
Taxpayer-funded services in the UK, from the NHS to local councils, are losing out on potential productivity savings of £45 billion per year due to an overwhelming reliance on outdated technology—a figure equivalent to the total cost of running every primary school in the country for a year.
A report published this week highlights how nearly half of public services are still not accessible online. This forces British citizens to engage in time-consuming and frustrating processes such as applying for support in person, enduring long wait times on hold, or traveling across towns to council offices. Public sector workers are similarly hindered by inefficiencies, such as sifting through mountains of physical letters, which slows down response times and leaves citizens to bear the brunt of government red tape.
Ageing Infrastructure: High Costs and Security Risks
The report underscores that ageing infrastructure comes at a steep financial and operational cost. More than one-in-four digital systems used across the UK’s central government are outdated, with this figure ballooning to 70 percent in some departments. Maintenance costs for legacy systems are significantly higher, up to three-to-four times more, compared to keeping technology up-to-date.
Furthermore, a growing number of these outdated systems are now classified as “red-rated” for reliability and cybersecurity risk. Alarmingly, NHS England experienced 123 critical service outages last year alone. These outages often meant missed appointments and forced healthcare workers to resort to paper-based systems, making it harder for patients to access care when they needed it most.
Transforming Public Services
In response to these challenges, Technology Secretary Peter Kyle is announcing an ambitious overhaul of public sector technology to usher in a more modern, efficient, and accessible system. Emphasizing the use of AI, digital tools, and “common sense,” the goal is to reform how public services are designed and delivered—streamlining operations across local government, the NHS, and other critical departments.
Humphrey: A Package of Tools
Humphrey, a package of tools, will be made available to all civil servants soon. It includes:
- Consult: Analyzes the thousands of responses received during government consultations within hours, presenting policymakers and experts with interactive dashboards to directly explore public feedback.
- Parlex: A tool that enables policymakers to search and analyze decades of parliamentary debate, helping them refine their thinking and manage bills more effectively through both the Commons and the Lords.
- Minute: A secure AI transcription service that creates customizable meeting summaries in the formats needed by public servants. It is currently being used by multiple central departments in meetings with ministers and is undergoing trials with local councils.
- Redbox: A generative AI tool tailored to assist civil servants with everyday tasks, such as summarizing policies and preparing briefings.
- Lex: A tool designed to support officials in researching the law by providing analysis and summaries of relevant legislation for specific, complex issues.
Conclusion
The government’s upcoming reforms and policy updates, where it is expected to deliver on its ‘AI Opportunities Action Plan,’ will no doubt aim to speed up processes. Public sector leaders need to be more strategic with their investments and approach these projects with a level head, rolling out a program in a phased manner, considering each phase of their operations.
FAQs
Q: What is the potential cost savings of upgrading public sector technology?
A: Up to £45 billion per year.
Q: How many digital systems used across the UK’s central government are outdated?
A: More than one-in-four.
Q: What is the maintenance cost of legacy systems compared to keeping technology up-to-date?
A: Up to three-to-four times more.
Q: How many critical service outages did NHS England experience last year?
A: 123.
Q: What is the purpose of the Humphrey package of tools?
A: To support policymakers and civil servants in making data-driven decisions and streamlining public services.
