Balancing Progress & Protection In Britain's Public Services

Uploaded on 2025-01-20 in TECHNOLOGY-Key Areas-Artificial Intelligence, GOVERNMENT-Local, FREE TO VIEW, BUSINESS-Services-Health & Welfare

As the public sector in the UK looks to improve data sharing and integrate new technologies to enhance its operations in an era of stretched resource and budget cuts, the need to safeguard sensitive data to instil trust has never been more pressing.

While digital transformation offers numerous benefits and can enhance citizens’ experiences of public services, it also exposes individuals and organisations to increased cyber risk.

To successfully transform in today’s digital age, the sector must strike the right balance between progress and protection.

Enhancing Public Services

Although constricted by limited budget and resources in a way that the private sector isn’t, many public sector services have already integrated many emerging technologies. This includes the Internet of Things (IoT), which is being used by government and transportation departments to monitor public infrastructure; blockchain and data management tools for digital identity verification in civil services and immigration agencies; and artificial intelligence (AI) across the NHS to automate administrative processes and enhance efficiency to free up clinician’s time and avoid costly errors, to name a few examples.

A case in point is BJSS’ partnership with National Highways to design and build a cloud-based data architecture platform, creating a service framework that provided a clearer view of data across the entire organisation. BJSS was able to map over 80% of the data entities held within National Highways, ultimately helping National Highways to provide safer and better journeys for its users.

BJSS also collaborated with the Met Office to leverage user insights and prototypes to transform services like the Weather Observations Website and the Flooding Hazard Impact Model in order to help warn people of hazardous weather events earlier.

At a more general level, AI-powered chatbots, for instance, are now making it easier for the public to access services and receive round-the-clock support. The GOV.UK AI team is unveiling a private beta of GOV.UK Chat, an AI-powered chatbot aimed at improving citizen interactions.

Fostering Public Trust

With any enhanced technology, comes risk. But this risk, and the resulting distrust, is even more acute when it comes to dealing with citizen’s personal and confidential information. Recent data breaches in several of the UK's public sector services highlight this issue. Last year, the Ministry of Defence faced a breach that exposed the data of 270,000 service personnel. Additionally, a ransomware attack on NHS Dumfries and Galloway resulted in the online publication of patient and staff-identifiable information. Although it occurred several years ago, the ransomware attack on Hackney Council remains notable not only for its recovery costs, but also for the Information Commissioner's Office’s (ICO) reprimand, which criticised the local authority for inadequate security measures and processes.

But here the challenge is also the solution – a comprehensive cybersecurity strategy that involves AI-based tools built on cloud platforms not only reduces costs and enhances collaboration, but also ensures real-time threat detection, automated responses, and secure data storage.

In addition to leveraging cybersecurity to build confidence, any digital strategy must incorporate a human-centric element that welcomes citizen input and avoids excluding vulnerable populations, including individuals without broadband or mobile access, potentially leading to difficulties in accessing services and resulting in isolation.

A citizen-centric approach is especially critical in areas such as social care, where empathy and compassion cannot be replaced with technology.

Involving Citizens In Shaping Policy

Moving beyond user adoption to active participation is certainly crucial. In the UK, the NHS has been exploring ways to involve citizens in shaping health policies. Initiatives like the NHS Citizen programme aim to create a dialogue between the public and the NHS, ensuring that services are designed with the needs and preferences of citizens front of mind.

Additionally, the UK government has been piloting AI projects to support operational decision-making and improve internal processes. For example, the National Audit Office reported that more than two-thirds of government bodies were already piloting or planning AI projects to ensure that digital transformation efforts are aligned with public needs.

Furthermore, the government has announced that it plans to use AI to supercharge public sector productivity as part of the AI Opportunities Action Plan. Part of this initiative involves encouraging the public sector to quickly pilot and scale AI products and services.

As we look ahead, it is imperative that the public sector strikes the right balance between technological progress and the protection of both sensitive data and human connection for success.

Kam Bhatoa is Head of Government at BJSS

Image: Nataliya Vaitkevich

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