Why Legacy Modernisation Is Essential to Unlocking AI’s Potential in the Public Sector
While AI dominates headlines, its real impact in the public sector relies on a more foundational effort: modernising legacy systems and strengthening digital infrastructure.
That was the message from the recent panel discussion, “Digitise, automate and innovate — Paving the way for AI,” featuring leaders from the Department for Business and Trade, the Home Office, the Cabinet Office, and digital services provider Zaizi.
Panellists agreed that AI is only as effective as the data that fuels it — and that quality, usable data depends on up-to-date systems and integrated processes. Without addressing outdated technologies, AI risks being built on shaky ground.
Chad Bond, Director of Strategy and Innovation at Zaizi, described the challenge as “The great legacy escape,” noting that AI can’t thrive on “creaking legacy systems” or in environments relying on “shadow IT or spreadsheets.” He emphasised that legacy modernisation and AI deployment should happen in tandem.
Getting the Foundations Right
Richard Appiah, Head of Data Strategy at the Home Office’s Migrations and Borders Group, stressed the need for strong data foundations: “AI can do all these magical, wonderful things — but there’s something important about quality, about getting the foundations and the basics right.” He noted that delivering reliable, timely services is difficult when data is inconsistent or siloed.
To address this, the Home Office is using a data maturity model to assess its current state, identify weaknesses, and prioritise areas for improvement.
Sian Thomas MBE, Chief Data Officer at the Department for Business and Trade, said her department is proactively modernising its infrastructure: “As we're doing the sexy AI stuff, we're actually thinking about what improvements we need to make to the infrastructure.” She added that ensuring data is “in a fit state” applies to “every piece of information” collected, not just statistics.
Dr. Ravinder Singh Zandu, Head of the Digital and Systems Team at the Cabinet Office, echoed the importance of structured data management — including clear roles like data owners and stewards to ensure accountability and efficiency.
Managing Expectations and Building Trust
Another theme was the need to align leadership expectations with real-world AI capabilities. Dr. Zandu recommended showing the steps required to reach outcomes as a way to ground conversations in reality.
To build awareness, the Home Office runs hands-on “data-heist” workshops, helping leaders experience the impact of poor data quality firsthand. “That really raised their awareness,” said Appiah.
Chad Bond suggested starting small and showcasing value through pilot projects, helping leaders understand how AI can deliver real impact when implemented well.
On ethics, Sian Thomas cautioned that “Just because you can do something, doesn't necessarily mean that you should,” stressing the need for responsible, values-led innovation.
Starting the AI Journey: Advice from the Panel
The panellists provided actionable advice for kickstarting AI projects:
● Prioritise Foundational Work: As Sian Thomas put it, focus on "the really boring stuff" – understanding your data, where it lives, and how it's used.
● Define Outcomes and Start Small: Identify the most valuable use cases and begin with manageable projects, iterating and building upon initial successes.
● Empower People: A workforce that understands, trusts, and can effectively use AI is vital. Examples were given of user-centric approaches, such as Zaizi's work with Border Force on ScanApp, which earned the trust of frontline staff. The importance of "humans in the loop" for training and oversight, and communicating that AI will automate repetitive tasks to free up staff for more insightful work, was also discussed.
● Embrace Continuous Learning and Collaboration: Improve data literacy across organisations, sharing ideas internally and learning from external providers. Chad Bond highlighted the value of private sector expertise and stressed that contractual arrangements should include knowledge transfer to build long-term government capability.
To dive deeper into these discussions and gain more insights from these digital leaders, watch the full panel discussion, "Digitise, automate and innovate — Paving the way for AI"
About Zazi
For nearly two decades, we’ve helped public sector organisations design, build and sustain user-centred and secure digital services.
Our purpose drives everything we do: to realise the potential of our people, our clients, and fellow citizens. And our mission is to make the UK the best and safest place to live and work.
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