Britons fear AI could erode 'human touch' in public services, poll suggests

But one in three believe it could reduce administrative work

A new poll reveals that most Britons fear increased use of AI in public services could erode human contact and oversight, though many acknowledge its potential to reduce administrative work and enhance efficiency.

Many people in the UK fear that greater use of AI in public services could reduce human contact and oversight, while also threatening jobs, according to a new survey.

The findings come from the latest State of the State report by Deloitte and think tank Re:State, based on polling carried out by Ipsos UK.

More respondents said they saw risks from AI in the public sector than potential benefits. However, the research also suggests that many people believe the technology could help create a smarter, less bureaucratic state if used carefully.

According to the survey, 51% of respondents believe AI could reduce human contact in public services, while half fear automation could lead to job losses.

Other concerns include an over-reliance on technology reducing human oversight (47%) and risks to privacy and data security (46%).

Overall, 37% of people surveyed said they see AI as a risk to public services, compared with 23% who view it as an opportunity.

Older people were the most sceptical. Among those aged 55 to 75, four in ten saw AI primarily as a risk, while just 14% saw opportunities.

Even younger adults were divided. Among 16 to 34-year-olds, 34% viewed AI as a risk compared with 31% who saw potential benefits.

Around a third (33%) said AI could help the public sector analyse more information, while the same proportion believed it could reduce administrative work. Just over a quarter (26%) said it could help cut costs.

Researchers say the findings point to a public that is cautious about the technology but open to its potential if it improves efficiency.

Mixed views on digitisation

The survey also suggests many people feel that digital technology has not significantly improved their experience with public services. When asked about how often they must repeat information when dealing with services, nearly a third said digitisation had made the process worse, while 36% said it had made no difference. About one in five said it had improved the experience.

More respondents reported positive experiences with online information, booking appointments and the final outcomes of services.

The poll also asked respondents about their priorities for government. The cost-of-living crisis was identified as the most important issue, cited by 74% of respondents.

This was followed by the NHS (69%), and immigration and border security (53%), which has risen 10 percentage points since the 2023 survey.

When asked about satisfaction with local services, people were generally more satisfied than dissatisfied with their council, transport, local amenities, environment and schools. However, respondents were more dissatisfied with housing, hospitals, job prospects and social care.

Since 2020, when the question was last asked, satisfaction levels across all services have declined. Hospitals and healthcare saw the sharpest fall, with satisfaction dropping from 65% in 2020 to 31% in the latest survey.

Rachel Charlton, Government and Public Services lead partner at Deloitte, said local services had worked hard to maintain public confidence since the pandemic.

"However, satisfaction is down overall, and that sets out a challenge for the years ahead," she added.

"AI looks set to play its part in the future of public services. This poll illustrates how the public needs reassurance that AI will not replace the humanity at the heart of their services, but free up time for frontline workers to do more of what they do best - support the public."