New research reveals how AI could reinvent UK public services

AI could transform UK public services, but only if government leaders move beyond incremental change and redesign services around user experience, according to new research that highlights persistent gaps in trust, usability and workforce readiness.

The findings come from Accenture’s newly released report - Reimagining public services in the age of AI - which canvassed 750 UK residents and 500 public sector workers. The research warns that despite years of digital investment, service backlogs, rising expectations and constrained budgets are pushing the system to a breaking point. Incremental upgrades, it argues, will no longer keep pace with the complexity and scale of public demand.

The research suggests that while digital service quality has improved - with 58% of residents now rating their experience as “mostly” or “always” good - barriers to adoption remain. Many residents still find digital government difficult to navigate, lack trust in automated interactions or simply prefer face-to-face contact. These friction points undermine the value of digital channels and continue to drive up demand for more expensive in-person services.

For frontline workers, the picture is equally challenging. Although 41% say most customer interactions involve simple queries that could be resolved in a single touchpoint, these routine demands still consume significant workforce time. Accenture suggetss that moving these  interactions to self-service channels would free up staff to focus on residents with complex needs, a move that both workers and the public strongly support.

Artificial intelligence, the report finds, offers one of the most significant opportunities to unlock this shift. Two-thirds (66%) of public sector employees expect AI to reduce their workloads by automating repetitive tasks, while almost two-thirds feel prepared to work with AI in their role. Optimism is also rising: 63% of staff believe AI will lead to better customer service.

But the research also highlights that as AI takes on more administrative work, people want human reassurance for complicated or emotional issues. Eighty-seven percent of residents say they still want access to a person for complex cases, even when digital channels could automate most parts of the interaction.

Accenture argues that the successful formula is not automation alone but human–AI collaboration, where AI removes friction and speeds up routine tasks while skilled workers deliver judgement, empathy and specialised support.

The report also flags the widening gap between technology rollouts and workforce readiness. While 60% of employees say their tools and processes have improved in the past two years, many feel training is not keeping pace. Workers say they need clear guidance and best practices (58%), practical hands-on workshops (56%) and opportunities to pilot AI tools (52%) to build confidence and capability.

The research outlines three strategic imperatives for UK public sector leaders:

1. Build intuitive digital front doors that simplify access, reduce confusion and foster trust.
   
   
2. Use AI to automate routine tasks, redirecting skilled workers toward complex, high-value cases.
   
   
3. Empower the workforce through continuous learning and human–AI collaboration.

Anita Puri, Accenture’s global public service lead, said public services are at a turning point. “People expect services as simple and responsive as the best in the private sector, and employees want the tools and training to deliver them,” she said. “By putting experience at the centre, organisations can transform today’s technology investments into lasting impact and public value.”