Poor Data Structures and Legacy Systems Hinder AI Potential in Public Services
According to Rodolphe Malaguti, Product Strategy and Transformation at Conga, poor data structures and legacy systems are hindering the potential of AI in transforming public services.
Taxpayer-Funded Services Losing Out
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councils, are losing out on potential productivity savings of £45 billion per year due to an overwhelming reliance on outdated technology—a figure equivalent to the total cost of running every primary school in the country for a year.
Inefficient Processes
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 travelling 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.
Legacy Systems and Data Structures
“As this report has shown, there is clearly a gap between what the government and public bodies intend to achieve with their digital projects and what they actually deliver,” explained Malaguti. “The public sector still relies heavily upon legacy systems and has clearly struggled to tackle existing poor data structures and inefficiencies across key departments. No doubt this has had a clear impact on decision-making and hindered vital services for vulnerable citizens.”
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. Emphasising 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.
New Tools and Changes
A package of tools known as ‘Humphrey’ – named after the fictional Whitehall official in popular BBC drama ‘Yes, Minister’ – is set to be made available to all civil servants soon, with some available today. Humphrey includes:
- Consult: Analyses 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 customisable 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 summarising 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 programme in a phased manner, considering each phase of their operations.
FAQs
Q: What is the main challenge facing public services in the UK?
A: Poor data structures and legacy systems are hindering the potential of AI in transforming public services.
Q: How much are taxpayer-funded services losing out on due to outdated technology?
A: £45 billion per year, equivalent to the total cost of running every primary school in the country for a year.
Q: What is the goal of the government’s overhaul of public sector technology?
A: To usher in a more modern, efficient, and accessible system, streamlining operations across local government, the NHS, and other critical departments.
Q: What tools are being made available to civil servants as part of the overhaul?
A: A package of tools known as ‘Humphrey’ includes Consult, Parlex, Minute, Redbox, and Lex.
