Unleashing AI Potential: Why Poor Data Holds Public Services Back
Public services in the UK are facing a significant bottleneck in their quest for modernization, as outdated data systems and legacy technologies continue to hinder the transformative potential of artificial intelligence (AI). According to Rodolphe Malaguti, who leads Product Strategy and Transformation at Conga, this inefficiency is costing taxpayers billions annually and slowing critical improvements in sectors like healthcare, local councils, and government operations.
The reliance on legacy systems has led to inefficiencies that cost the UK £45 billion every year—an amount equivalent to the annual cost of running all primary schools in the country. These inefficiencies affect both citizens and public sector employees. For instance, nearly half of public services are still not available online, forcing individuals to deal with frustrating and time-intensive processes like in-person applications and lengthy phone calls. Public sector workers, on the other hand, are often bogged down by manual processes such as managing physical paperwork, further delaying service delivery.
Real-Life Impacts: The Human and Economic Cost
One glaring example of inefficiency is the current process for registering a death, which requires a physical presence. This burdens grieving families during an already difficult time. Similarly, small businesses face roadblocks like the outdated requirement to publish notices in local newspapers merely to obtain a lorry license, delaying operations and stifling economic growth.
The lack of inter-departmental coordination exacerbates the problem. Malaguti highlighted that some government bodies are using over 500 paper-based processes, creating a fragmented system. Vulnerable groups, such as patients with chronic health conditions, often bear the brunt of these inefficiencies, as they may interact with up to 40 different services, repeatedly providing the same information due to poor data-sharing practices.
“Leaders need to focus on addressing core issues like data quality and system integration,” said Malaguti. “Only then can AI and other advanced technologies be effectively deployed to improve decision-making and service delivery.”
Outdated Infrastructure: A High-Stakes Challenge
Aging infrastructure is not just a financial burden but also a security risk. Over a quarter of digital systems in the UK’s central government are outdated, with some departments reporting up to 70% reliance on obsolete systems. Maintaining these systems costs three-to-four times more than upgrading to modern alternatives. Alarmingly, these legacy systems are increasingly flagged as “red-rated” for cybersecurity vulnerabilities. For instance, NHS England alone experienced 123 critical service outages last year, forcing healthcare staff to rely on paper-based systems and delaying patient care.
Addressing these challenges requires more than just technological upgrades. Malaguti emphasized the importance of restructuring data workflows and optimizing systems to ensure they are ready for AI implementation. “Data must be accessible and shareable across departments to enable AI systems to deliver meaningful insights and efficiencies,” he said.
Transforming Public Services with AI and Innovation
The UK government is taking steps to address these issues. Technology Secretary Peter Kyle has announced plans for an ambitious overhaul of public sector technology. This initiative includes introducing advanced digital tools and AI-driven solutions designed to streamline operations and improve service delivery.
One such initiative is the rollout of a package of tools collectively known as ‘Humphrey,’ designed to improve efficiency across various public sector tasks. Key tools include:
- Consult: Analyzes public consultation responses within hours, offering interactive dashboards for policymakers.
- Parlex: Enables deeper insights into decades of parliamentary debates, aiding legislative processes.
- Minute: A secure AI transcription tool that generates customizable meeting summaries, already in use by central departments.
- Redbox: A generative AI solution for summarizing policies and preparing briefings.
- Lex: Supports legal research by summarizing relevant legislation for complex issues.
By reducing administrative burdens, these tools aim to free up frontline workers like doctors and nurses to focus on their primary roles. For businesses, faster approvals for licenses and permits could drive economic growth and innovation.
Malaguti also underscored the importance of a phased approach to modernization. “Strategic investments in data and technology, combined with measurable objectives, are critical to the success of these reforms,” he added.
Looking Ahead: A Digital-First Public Sector
The UK government’s reforms aim to create a digital-first public sector that delivers faster, more intuitive services while saving taxpayers billions over time. However, achieving this vision will require addressing the root causes of inefficiency, primarily outdated data infrastructure and fragmented workflows.
In tandem with these efforts, the role of the Government Digital Service (GDS) will expand to identify vulnerabilities and bolster cybersecurity, ensuring that as public services become more digital, they also remain secure and resilient.
As government bodies adopt advanced technologies like AI, they must ensure these systems are supported by robust data frameworks and integrated workflows. Only then can AI reach its full potential in transforming public services for the better.
For additional insights into leveraging AI for impactful change, check out How Technology Architecture Reviews Unlock the Full Potential of AI Investments.
