The British public is cautious about the growing use of artificial intelligence (AI) in public services, even as many see potential for digital technology to create a more efficient state, according to a new report examining attitudes to government reform.
The latest State of the State 2026 report, published by think tank Re:State in partnership with Deloitte, finds that more people see AI as a risk to public services than an opportunity. But the research also suggests the public may support digital transformation if it improves delivery and preserves human interaction.
Based on polling of nearly 6,000 UK adults conducted by Ipsos, the report highlights a significant trust gap between citizens and government.
Public cautious about AI in services
The research shows that 37 percent of respondents see AI as a risk to public services, compared with 23 percent who view it as an opportunity.
The main concerns centre on how technology could change the relationship between citizens and the state. More than half of respondents (51 percent) worry that AI could reduce human contact in public services, while around half fear job losses (50 percent) or reduced human oversight (47 percent).
At the same time, the public can see potential benefits. A third of respondents say AI could help government analyse more information or reduce administrative work, while around a quarter believe it could cut costs.
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Mixed views on digitisation of public services
More broadly, the report paints a mixed picture of public attitudes toward digital transformation in government. According to the research, citizens are evenly split on whether technology has made services better or worse, reflecting inconsistent experiences with digitised services across the public sector.
The findings suggest that while digital channels are widely used, they are not always seen as an improvement. In many cases, people feel online systems have made services less personalised and more difficult to navigate – particularly when they replace direct contact with staff.
Trust and performance challenge
The research also highlights a deeper problem for policymakers pursuing digital reform: declining public trust in the state’s ability to deliver.
Net trust in government to deliver the outcomes people want has fallen to -50 percent, while satisfaction with public services has declined across several areas in recent years. Against this backdrop, the authors argue that improving the citizen experience of the state should be a central priority for reform.
For digital government leaders, the report suggests that technology alone will not restore public confidence in public services.
Instead, the authors argue that AI and digital tools should be used primarily to reduce bureaucracy and free up staff time for direct engagement with citizens, rather than replacing human interactions.
