Q&A: Leveraging AI to accelerate services and empower communities

The Government has unveiled ambitious plans to adopt AI across the UK to boost growth and deliver services more efficiently. Coupled with calls for an increase in AI spending to help deliver data-driven public services and make AI “work for working people”, the commitment to transforming our economy through AI has never been clearer.

In this in-depth Q&A, Stephen Allcock, Director, UK Public Sector at Hyperscience explains how to leverage AI to streamline public sector workflows for faster, more impactful results.

What specific AI technologies are you seeing being implemented to drive efficiency and reduce costs in the public sector?

We are seeing a variety of AI technologies being actively implemented to help drive efficiencies, reduce cost and improve service delivery to citizens. These include solutions powered by machine learning (ML) models that serve as the foundation for intelligent capabilities that empower government agencies to interpret, structure, and act on complex information – such as our work at Hyperscience to extract and classify government documents as part of their daily data processing workflows.

There are also examples of machine learning models being leveraged to identify fraud within the benefits system or to help the NHS with resource optimisation as part of their emergency response procedures.

Natural  Language Processing (NLP) is increasingly used to accelerate  service delivery by  improving frontline communication between agencies and the constituents they serve. AI powered chatbots are already answering citizen queries across several Local Authorities and NHS trusts, while Google’s Vertex AI search is helping optimise the GOV.UK search experience, and Government Digital Service (GDS) have been experimenting  with Retrieval Augmented Generation (RAG) for GOV.UK Chat.

How can public sector leaders overcome the challenges of AI implementation, such as data security, compliance, and ethical concerns?

Public sector leaders have a critical responsibility to safeguard sensitive personal data, making it essential for any AI implementation to be secure by design. This means selecting solutions with built-in security controls, flexible data hosting options, and full compliance with existing government standards. Equally important is ensuring compliance with GDPR and emerging AI regulations – through features such as audit logs, data traceability, and output explainability embedded directly into the solution.

Even with all the right guardrails in place, the question remains: what happens when AI is implemented and the data it relies on is inaccurate? At Hyperscience, we address this risk through built-in human-in-the-loop capabilities that ensure data accuracy at every step – empowering public sector teams to review, validate, and continuously improve AI outputs in real time, while preserving transparency and control.

Ensuring accuracy is just one part of a broader challenge: building public trust in AI systems that impact people’s lives. That trust depends on fairness, transparency, and accountability, especially in decisions related to services, benefits, or eligibility. Implementing human-in-the-loop oversight is essential to maintain control and uphold ethical standards in automated decision-making.

One effective way to manage the risks of AI adoption is to start small with a high-impact use case, track measurable ROI, and then scale responsibly. The Scan – Pilot – Scale approach, highlighted in the UK Government’s AI Opportunities Plan, provides a practical framework for safe and scalable AI transformation across the public sector.

What are the tangible benefits seen by departments that have successfully integrated AI, and how can these strategies can be replicated across different departments?

Departments that have successfully integrated AI into their operations are seeing tangible benefits including faster service delivery, reduced operational costs, and improved data accuracy. For example, by using AI-powered document processing, organisations have achieved up to 99.5 percent data accuracy, significantly reducing the need for manual review and enabling quicker, more reliable decision-making. Departments such as a UK Tax Authority and DWP have used AI to cut processing times, streamline workflows, and handle demand spikes—such as clearing tens of thousands of benefit claims in days rather than weeks—without increasing overhead. These improvements not only enhance the citizen experience but also generate substantial cost savings.

To replicate these results, other departments can begin by targeting high-volume, document-heavy workflows—such as applications, claims, and case reviews—where automation can drive immediate impact. The key is to adopt AI as a complement to existing systems, not a replacement, allowing departments to build on their current digital infrastructure. Collaboration through cross-government forums like the CDIO Council, the Automation Garage, and the Central Digital & Data Office (CDDO) can accelerate knowledge sharing and success. By focusing on measurable outcomes and embedding compliance and responsible AI practices from the start, public sector organisations can scale AI adoption confidently and effectively.

Do you have an example of where a public sector function is seeing these benefits?

A UK Tax Authority has seen significant benefits from adopting the Hyperscience platform to process a range of tax forms.

Prior to working with Hyperscience, the department  struggled with low automation rates – largely due to the inability of legacy systems to accurately process handwritten documents. This created long processing times, inconsistent citizen experiences, and a reliance on multiple teams duplicating effort across the same workflows. By consolidating these processes onto the Hyperscience platform,  the department has been able to reduce its processing backlog, accelerate service delivery to citizens, and achieve measurable efficiency savings. Importantly, the platform has also driven a step-change in data quality, now operating at an impressive 99 percent accuracy rate.

How can AI be tailored to deliver better experiences for citizens while maintaining accessibility and inclusivity?

To deliver better experiences for citizens, AI in the public sector must be designed with inclusivity and accessibility at its core – not as an afterthought. AI can significantly improve service delivery by reducing wait times, simplifying interactions, and making services available 24/7. But to be truly citizen-centric, it must serve diverse populations fairly and equitably, including those with disabilities, language barriers, or limited digital access. Having an AI platform that can process paper forms and handwritten submissions—like Hyperscience – ensures that services remain accessible to those who are not digitally engaged or lack reliable internet access. This bridges the digital divide and ensures no one is left behind in the shift toward a fully digital government.

Tailoring AI for inclusivity means implementing features like NLP for multilingual support, voice interfaces for individuals with limited literacy, and accessible design that complies with WCAG standards (e.g., screen reader compatibility). Using human-in-the-loop validation, as Hyperscience does, adds an extra layer of accountability, ensuring that decisions made by AI systems are accurate, transparent, and fair. By combining the power of automation with thoughtful design and oversight, governments can ensure AI enhances access to public services for everyone.

What are the potential risks or unintended consequences of relying on AI for public service delivery, and how can these be mitigated?

While AI has the potential to significantly enhance public service delivery, it also introduces risks that must be carefully managed. Key concerns include bias, discrimination, or incorrect decision-making, particularly if AI systems are trained on incomplete or non-representative data – potentially leading to unfair outcomes in areas like benefits, housing, or immigration. Lack of transparency is another challenge, as opaque, black-box algorithms can erode public trust and make accountability difficult. Moreover, the use of AI to process large volumes of sensitive personal data increases the importance of strict adherence to UK GDPR, the Data Protection Act 2018, and government security standards.

To mitigate these risks, public sector organisations should adopt a responsible, human-centred approach to AI implementation. This includes embedding human-in-the-loop oversight, using explainable and auditable AI systems, and maintaining multichannel service access to avoid digital exclusion. Platforms like Hyperscience, which can process handwritten and paper-based forms, help ensure services remain accessible to everyone. By following government frameworks such as the Algorithmic Transparency Standard and applying a Scan – Pilot – Scale approach, departments can confidently test, validate, and scale AI in a way that delivers both innovation and public trust.

What role does AI investment play in the long-term transformation of the UK economy, and how can it benefit citizens?

AI investment plays a key role in the long-term transformation of the UK economy and is at the core of the Government’s strategy to drive  productivity, innovation, and public sector efficiency. By automating repetitive tasks, enhancing decision-making, and unlocking new insights from data, AI can help address long-standing challenges across all parts of the Public Sector. According to Public First, AI could add over £400 billion annually to the UK economy by 2030, with significant gains across government, education, transportation, and healthcare.

For citizens, the benefits of AI investment are both direct and far-reaching. AI enables faster, more accurate public services, such as quicker benefit approvals, streamlined immigration processes, and better-targeted health and social care. It also helps reduce backlogs, improve service accessibility (e.g., through natural language interfaces and paper form processing), and deliver personalised support at scale. Crucially, when implemented responsibly—with fairness, transparency, and human oversight—AI can improve trust in government and ensure equitable access to digital transformation, benefiting all parts of society.

To find out more, or to speak with Hyperscience, please visit https://www.hyperscience.com/