Understanding public sector workers' views on the use of AI technology in their roles

Interviews and focus groups were conducted with public sector workers from across a range of sectors to explore their views about the use of Artificial Intelligence (AI) technology in the workplace, in the context of attempting to improve workplace productivity.

In 2024, the National Centre for Social Research (NatCen) was commissioned by the Office for National Statistics (ONS) to conduct in-depth interviews and focus groups with public sector workers across four areas: education, health, social security, and public safety. The research aimed to supplement the quantitative findings from the ONS pilot Public Sector Time Use Survey, which examined how workers allocate their time and their perspectives on productivity at work.

A key topic discussed by participants was the potential use of AI and automation to improve the efficiency of administrative tasks. Adoption of these technologies varied amongst participants, often influenced by individual knowledge and understanding of specific areas. However, in general, participants across all sectors responded positively to the introduction of AI and automation innovations, provided there was a solid rationale and business case. This included a careful analysis of the costs and benefits, as well as careful implementation and oversight to address potential risks and limitations, such as data security concerns, and ensuring that such technologies would meet the needs of service users.

Participants agreed that, if applied appropriately, AI and automation could enhance public sector workers’ efficiency, reduce stress and workload, and enable them to focus on more complex or “core” tasks central to their roles. Common use cases for AI and automation highlighted by participants included AI-powered reporting tools to summarise data, practitioner notes, and lengthy documents; AI chatbots for providing simple information and signposting for employees or customers; automated messaging and case management systems; and generative AI tools for producing reports, training resources, and other materials like images, case studies, or quizzes.

However, participants also emphasised the importance of retaining human-led activities and human-to-human interactions, particularly for tasks that require professional judgment, risk assessments, empathy, creativity, and ingenuity. There was also caution around relying on AI and automation in situations where the technology had the potential to make errors or where it could struggle to account for the complexities and nuances involved in carrying out certain tasks.

This study contributes to NatCen’s growing body of research focused on understanding workplace productivity, including the role played by innovation and new technology.