Building trust in the age of AI: a blueprint for public service innovation

Guest blog by Afsha Zeb, Cyber GRC Engineer at Salford City Council #LocalGovTransformation

Afsha Zeb

Cyber GRC Engineer, Salford City Council

Public services under pressure

Public services are under pressure like never before, rising demand, shrinking budgets, and growing expectations for speed and fairness. Enter AI and emerging technologies: not as buzzwords, but as practical tools reshaping how councils serve communities.

The question isn’t if we adopt them, it’s how we do so responsibly, ensuring innovation strengthens trust rather than erodes it.

From buzzword to backbone

Not long ago, “artificial intelligence” sounded like science fiction, reserved for research labs or Silicon Valley boardrooms. Today, it’s becoming the backbone of local government services.

Councils across the UK are exploring how AI and other emerging technologies can help meet rising demand with finite resources, while delivering services that feel faster, fairer, and more personal.

Working in the governance, risk, and compliance (GRC) space within local government, I see firsthand how AI’s promise intersects with the need for assurance. The opportunity is immense, but so is the responsibility. To build smarter councils, we must embed digital ethics, transparency, and trust at the heart of innovation.

AI where it matters most

AI in local government looks different from anywhere else, it isn’t about flashy prototypes, it’s about solving real community problems. Imagine predicting social care needs before a crisis hits, or automating road inspections to free staff for complex tasks. These aren’t future dreams, they’re happening now:

Predictive analytics to help social care teams identify vulnerable households early.
Computer vision to automate road and waste inspections, improving response times.
Chatbots and natural language assistants to make council services accessible 24/7.

Technology isn’t the destination, it’s the engine driving better service delivery and inclusion.

The governance imperative

Innovation without oversight is risky. AI systems bring new complexities: algorithmic bias, data quality issues, explainability, and cybersecurity threats. Governance doesn’t slow us down, it gives us confidence to move forward safely.

Councils should operationalise responsible AI principles:

Embed AI governance early, during procurement and design, not after deployment.
Conduct data audits for accuracy, completeness, and compliance with data protection law.
Align with national guidance such as the UK Government’s AI Assurance Roadmap and Algorithmic Transparency Recording Standard.
Establish cross-disciplinary review boards with voices from technology, ethics, legal, and frontline services.

Cybersecurity is critical too. AI introduces new attack surfaces, from data poisoning to model inversion. Applying secure-by-design principles and continuous risk monitoring ensures innovation doesn’t compromise resilience.

Beyond AI: the digital ecosystem

AI often takes the spotlight, but it’s part of a wider digital fabric. Councils are already using:

IoT sensors for real-time data on air quality or road conditions.
Digital twins to simulate housing developments before they’re built.
Robotic Process Automation (RPA) to handle repetitive back-office tasks, freeing staff for people-centred services.

Generative AI is emerging for citizen communications and case note summaries, provided strong safeguards and transparency are in place. Together, these technologies form a connected digital fabric, with AI as the intelligence layer turning raw data into actionable insight.

The challenge now is integration: overcoming legacy systems, inconsistent data standards, and siloed infrastructure. Success depends on collaboration between IT, data, and operational teams to deliver joined-up outcomes for residents.

Building digital confidence

The biggest determinant of success isn’t technology, it’s people.

AI and automation change how work gets done, so councils must invest in digital confidence and literacy. Staff should be able to use AI safely, question outputs, and spot anomalies. Embedding AI awareness and cyber resilience into every role ensures transformation is inclusive and sustainable.

Humanising AI in public service

AI is at its best when it enhances human decision-making, not replaces it.
Local government deals with sensitive issues, housing, benefits, care, education, where empathy and fairness matter as much as efficiency. Explainability and transparency are non-negotiable. Residents deserve to understand how and why decisions are made about them.

To me, the true measure of success isn’t automation, it’s whether technology strengthens public trust.

If residents can’t see fairness in an AI decision, the technology has failed, no matter how sophisticated it is.

A future that’s smart and secure

AI and emerging technologies are not endpoints, they’re enablers of better service. Councils that succeed won’t just deploy new systems; they’ll redesign how people, data, and technology work together to serve communities more effectively.

The future of public service delivery will be built on collaboration. Councils can’t do this alone, and neither can technology providers. If you’re part of the tech community, now is the time to engage:

Share best practices and lessons learned.
Co-create ethical frameworks and assurance models.
Help design solutions that are secure, transparent, and inclusive.

Start small. Start safe. Pilot responsibly. Share lessons. Embed governance from day one. Together, we can ensure AI and emerging technologies don’t just make services smarter, they make them fairer, safer, and more human.

techUK’s future of local government campaign

techUK has launched its future of local government campaign, showcasing how digital innovation can strengthen local services and support thriving communities. The campaign highlights member insights, practical examples, and opportunities to collaborate on modern, citizen-focused delivery across councils.

Explore the full campaign

techUK - Transforming Public Services

public_sector_icon_badge_stroke 2pt_final.png

techUK members are transforming public services in the UK. Our community help to shape a smarter, digitally empowered public sector.

techUK drives public sector digital transformation by uniting the public sector and tech industry. Through early market engagement, efficient procurement, and innovative technology adoption, we help to modernise legacy IT, and enable efficient, secure, and personalised services.

Get involved: We run a busy calendar of activity including events, reports, and insights that demonstrate some of the most significant digital transformation opportunities for the sector. Our Transforming Public Services Hub is where you will find details of all upcoming activities. We also send a monthly public services newsletter to which you can subscribe here.