A recent poll showed that 62% of UK adults are concerned about AI replacing jobs in public services. So what exactly is being proposed, and should the civil service embrace this future?
What Is the Government Planning to Do With AI?
Under Prime Minister Sir Keir Starmer’s leadership, the UK government has committed to expanding the use of AI across departments, starting with low-risk administrative tasks. This includes data processing, answering routine public queries, and even drafting policy outlines using generative AI.
As part of its digital transformation plan, the government published an AI Playbook to guide public sector organisations on using AI safely and effectively. Estimates suggest this could save up to £45 billion annually by reducing duplication, improving response times, and trimming the civil service’s size.
Could AI Improve the Efficiency of the Civil Service?
Supporters say AI can indeed improve the efficiency of the civil service, and point to examples from private industry. AI is faster at handling large datasets, flagging fraud, processing applications, and answering routine queries. For example, chatbots in HMRC or the Department for Work and Pensions could resolve common issues in seconds, freeing up staff to deal with more complex or sensitive matters.
The goal is not to remove humans from public service altogether, but to allow staff to focus on strategic thinking, oversight, and public engagement — the areas where human judgment still matters most.
Sam Temple, CEO of cybersecurity firm, JUMPSEC, explained:
“As a cybersecurity consultancy, we believe AI has significant potential to enhance the efficiency of civil service operations, particularly in data processing, threat detection, and routine administrative tasks. By automating repetitive functions, AI can free up human resources for more strategic and sensitive responsibilities.”
“However, it’s crucial that AI implementation is carefully managed to ensure data privacy, system integrity, and accountability. With robust oversight, AI can be a valuable tool—not a replacement, but a force multiplier for public sector effectiveness.”
What Are the Risks of Replacing Civil Servants with AI?
Some risks of replacing civil servants with AI include concerns about job losses and oversight, as some Unions and critics have raised.
Many fear that introducing AI without clear safeguards could lead to mass redundancies, particularly in roles like HR, communications, and policy support. There’s also the risk of AI making mistakes — especially if it’s handling sensitive cases like benefits, immigration, or legal processes.
Ethically, there's discomfort around machines making decisions that affect people’s lives. And if AI systems are trained on flawed data, their outputs could reflect or even amplify existing biases.
What Should Happen Next?
The transition to AI-assisted government must be careful and considered. Experts agree that this shift should not be about replacing people — but empowering them. That means investing in upskiling and reskiling civil servants to work alongside AI, not against it.
Various cybersecurity platforms, for instance, work with public sector teams to assess systems, detect vulnerabilities, and deploy AI responsibly. With the right guidance, technology can support better public service — without undermining its human foundations.
The civil service of the future might look very different. But with transparency, consultation, and smart implementation, it doesn’t have to lose the values it was built on.