Guest blog (Content Guru): AI Drives Efficiency and Improves Citizen Services
Driving efficiency sits at the heart of UK Government plans to revolutionise the public sector, and the adoption of Artificial Intelligence (AI) will play a vital role in helping achieve that goal.
Both the size and the operational efficiency of Britain’s public sector have come under fire recently after data from the Office for National Statistics (ONS) showed that the civil service has grown by 53,000 in the past year, taking the total number of employees to 6.14 million, the largest it has ever been. The increase in the number of public sector employees is widely seen as unsustainable, especially against the backdrop of domestic and global economic challenges. As part of the Government’s plans to improve performance and efficiency, we can expect to see AI proliferate across multiple departments, as well as in Local Government.
Successful AI implementations are already starting to make an impact in the private sector and these early examples provide a good indication of where AI can deliver the greatest benefit. One key area where AI is both improving performance and driving efficiency, as well as improving job satisfaction, for large numbers of workers is within contact centres. The public sector deals with ‘citizens’ rather than ‘customers’, but the challenge remains the same: managing a high volume of interactions effectively whilst contending with finite resources.
Businesses from a wide range of sectors, including highly regulated markets such as banking and insurance, have begun utilising AI during customer interactions. At the start of an interaction, AI captures details and intent from customers joining the queue and enables intelligent self-service, there and then. AI summarises calls and written interactions in real-time, searches knowledge bases and displays the right information to the service agent during a conversation. Post-contact forms are automatically populated during an interaction, saving time for agents later. AI-driven analytics provide in-depth insights, including automated customer satisfaction scoring, quality auditing and resource forecasting.
The British Government has accelerated its journey towards cloud adoption and is seizing the opportunity to roll out AI in a similar fashion. The AI support tool ‘Caddy’, currently being trialed by Citizens Advice, allows support agents to search for information and resolve queries as effectively and efficiently as possible. As a result, the service claims to have halved call times by allowing workers to find solutions more quickly. Overwhelmingly positive results will no doubt see Caddy rolled out across other Government departments once its trial period has ended. AI tools such as Caddy are the first step in transforming how departments communicate with the public, and highlight how technology can be used to improve experiences across the board, whilst driving cost efficiencies.
Investment in technology has always been important in to the public sector. It’s crucial the Government not only continues with in-house projects such as Caddy, but also works alongside UK-based technology vendors to secure access to cutting-edge AI technologies.
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Usman Ikhlaq
Usman Ikhlaq
Usman joined techUK in January 2024 as Programme Manager for Artificial Intelligence.
He leads techUK’s AI Adoption programme, supporting members of all sizes and sectors in adopting AI at scale. His work involves identifying barriers to adoption, exploring solutions, and helping to unlock AI’s transformative potential, particularly its benefits for people, the economy, society, and the planet. He is also committed to advancing the UK’s AI sector and ensuring the UK remains a global leader in AI by working closely with techUK members, the UK Government, regulators, and devolved and local authorities.
Since joining techUK, Usman has delivered a regular drumbeat of activity to engage members and advance techUK's AI programme. This has included two campaign weeks, the creation of the AI Adoption Hub (now the AI Hub), the AI Leader's Event Series, the Putting AI into Action webinar series and the Industrial AI sprint campaign.
Before joining techUK, Usman worked as a policy, regulatory and government/public affairs professional in the advertising sector. He has also worked in sales, marketing, and FinTech.
Usman holds an MSc from the London School of Economics and Political Science (LSE), a GDL and LLB from BPP Law School, and a BA from Queen Mary University of London.
When he isn’t working, Usman enjoys spending time with his family and friends. He also has a keen interest in running, reading and travelling.
Sue Daley OBE
Sue Daley OBE
Sue leads techUK's Technology and Innovation work.
This includes work programmes on cloud, data protection, data analytics, AI, digital ethics, Digital Identity and Internet of Things as well as emerging and transformative technologies and innovation policy.
In 2025, Sue was honoured with an Order of the British Empire (OBE) for services to the Technology Industry in the New Year Honours List.
She has been recognised as one of the most influential people in UK tech by Computer Weekly's UKtech50 Longlist and in 2021 was inducted into the Computer Weekly Most Influential Women in UK Tech Hall of Fame.
A key influencer in driving forward the data agenda in the UK, Sue was co-chair of the UK government's National Data Strategy Forum until July 2024. As well as being recognised in the UK's Big Data 100 and the Global Top 100 Data Visionaries for 2020 Sue has also been shortlisted for the Milton Keynes Women Leaders Awards and was a judge for the Loebner Prize in AI. In addition to being a regular industry speaker on issues including AI ethics, data protection and cyber security, Sue was recently a judge for the UK Tech 50 and is a regular judge of the annual UK Cloud Awards.
Prior to joining techUK in January 2015 Sue was responsible for Symantec's Government Relations in the UK and Ireland. She has spoken at events including the UK-China Internet Forum in Beijing, UN IGF and European RSA on issues ranging from data usage and privacy, cloud computing and online child safety. Before joining Symantec, Sue was senior policy advisor at the Confederation of British Industry (CBI). Sue has an BA degree on History and American Studies from Leeds University and a Masters Degree on International Relations and Diplomacy from the University of Birmingham. Sue is a keen sportswoman and in 2016 achieved a lifelong ambition to swim the English Channel.
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Tess Buckley
Tess Buckley
A digital ethicist and musician, Tess holds a MA in AI and Philosophy, specialising in ableism in biotechnologies. Their professional journey includes working as an AI Ethics Analyst with a dataset on corporate digital responsibility, followed by supporting the development of a specialised model for sustainability disclosure requests. Currently at techUK as programme manager in digital ethics and AI safety, Tess focuses on demystifying and operationalising ethics through assurance mechanisms and standards. Their primary research interests encompass AI music systems, AI fluency, and technology created by and for differently abled individuals. Their overarching goal is to apply philosophical principles to make emerging technologies both explainable and ethical.
Outside of work Tess enjoys kickboxing, ballet, crochet and jazz music.
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- tessbuckley.me
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Laura Foster
Laura Foster
Laura is techUK’s Associate Director for Technology and Innovation.
She supports the application and expansion of emerging technologies, including Quantum Computing, High-Performance Computing, AR/VR/XR and Edge technologies, across the UK. As part of this, she works alongside techUK members and UK Government to champion long-term and sustainable innovation policy that will ensure the UK is a pioneer in science and technology
Before joining techUK, Laura worked internationally as a conference researcher and producer covering enterprise adoption of emerging technologies. This included being part of the strategic team at London Tech Week.
Laura has a degree in History (BA Hons) from Durham University, focussing on regional social history. Outside of work she loves reading, travelling and supporting rugby team St. Helens, where she is from.
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- www.linkedin.com/in/lauraalicefoster
Nimmi Patel
Nimmi Patel
Nimmi Patel is the Head of Skills, Talent and Diversity at techUK. She works on all things skills, education, and future of work policy, focusing on upskilling and retraining. Nimmi is also an Advisory Board member of Digital Futures at Work Research Centre (digit). The Centre research aims to increase understanding of how digital technologies are changing work and the implications for employers, workers, job seekers and governments.
Prior to joining the techUK team, she worked for the UK Labour Party and New Zealand Labour Party, and holds an MA in Strategic Communications at King’s College London and BA in Politics, Philosophy and Economics from the University of Manchester. She is currently taking part in the 2024-25 University of Bath Institute for Policy Research Policy Fellowship Programme.
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Audre Verseckaite
Audre Verseckaite
Audre joined techUK in July 2023 as a Policy Manager for Data. Previously, she was a Policy Advisor in the Civil Service, where she worked on the Digital Markets, Competition and Consumers Bill at the Department for Science, Innovation and Technology, and at HM Treasury on designing COVID-19 support schemes and delivering the Financial Services and Markets Bill. Before that, Audre worked at a public relations consultancy, advising public and private sector clients on their communications, public relations, and government affairs strategy.
Prior to this, Audre completed an MSc in Public Policy at the Korea Development Institute and a Bachelor's in International Relations and History from SOAS, University of London. Outside of work, she enjoys spending time outdoors, learning about new cultures through travel and food, and going on adventures.
Edward Emerson
Edward Emerson
Edward leads the Digital Economy programme at techUK, which includes our work on online safety, fraud, and regulation for growth initiatives.
He has prior experience working for the Department for Digital, Culture, Media and Sport and has previously worked for a number of public affairs consultancies specialising in research and strategy, working with leading clients in the technology and financial services sectors.
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- https://www.linkedin.com/in/edward-emerson-009189183
Heather Cover-Kus
Heather Cover-Kus
Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.
Prior to joining techUK in April 2022, Heather worked in the Economic Policy and Small States Section at the Commonwealth Secretariat. She led the organisation’s FinTech programme and worked to create an enabling environment for developing countries to take advantage of the socio-economic benefits of FinTech.
Before moving to the UK, Heather worked at the Office of the Prime Minister of The Bahamas and the Central Bank of The Bahamas.
Heather holds a Graduate Diploma in Law from BPP, a Masters in Public Administration (MPA) from LSE, and a BA in Economics and Sociology from Macalester College.
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- [email protected]
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- https://www.linkedin.com/in/heather-cover-kus-ba636538
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