What’s next for digital public services? Reflections from Building the Smarter State (written by Kyndryl)

John Bleasdale, Chief Architect – UK Government & Public Sector, Kyndryl UK




What are your reflections on the road ahead for the UK’s digital public services?

The next decade will be pivotal for the UK’s digital public services as technology continues to reshape how governments operate and engage with citizens. At Kyndryl, we see significant opportunities ahead as public sector organisations strive to modernise, leveraging cutting-edge technologies like AI and data analytics to enhance service delivery and drive efficiency.

However, with half of all government IT spending still tied up in maintaining legacy systems, there is a pressing need to shift focus towards innovation and future-ready solutions. By embracing new technologies, streamlining data use, and fostering a culture of ‘embedded innovation’, the public sector can meet the evolving needs of an increasingly digital society and set new standards for service excellence.

Can you talk more about the topics that were explored recently during
the “What’s Next for Digital Public Services” panel session at techUK’s Building the Smarter State Conference?

I wanted to touch on some of the topics explored. Our panellists were: Kamal Bal - Director of Digital at Ministry of Justice, Helen Wylie - CTO, Department of Work and Pensions, and Eilidh McLaughlin - Deputy Director, Digital Ethics, Inclusion, and Assurance, Scottish Government.

Much of the earlier conversation at the Smarter State Conference had focused on how digital public services have changed over the last 10 years. We invited the panel to be more forward-looking and consider which overarching technologies or trends are set to shape digital public services over the next ten years.

The panel explored key insights on the future of digital public services, emphasising the need for a more proactive, outcome-focused, and ethically driven approach to better serve citizens.

Kamal Bal highlighted the need for public services to evolve from the current 'come to us' model and move instead towards a proactive model of meeting customers where they are. Helen Wylie emphasised that the future focus should be on outcomes rather than specific technologies and advocated for a more cohesive approach to connecting people and organisations. Eilidh McLaughlin added that better utilisation of existing data and a more ethical approach to public-private sector relationships would be crucial in shaping the future of digital public services.

The role of AI was a focal point, with discussions on how AI could support and enhance public sector work. There were some compelling examples of AI already in use; Kamal Bal noted successful AI pilot projects in the Ministry of Justice for speeding up tasks like case note summaries, while ensuring human oversight remains integral. Helen Wylie discussed the potential of AI to augment busy and high-pressure roles, with a particular focus on serving the most vulnerable citizens as a priority. Helen highlighted that the Department of Work and Pensions receives 22,000 pieces of white mail every day, with a small but important number of these letters representing a real cry for help. She flagged the department has trained an AI model to spot signs of vulnerability within the correspondence, so those individuals can be serviced as a  priority.

These are all promising and exciting examples of AI integration driving value and impact within the UK public sector today. The panel’s discussion underscored the urgency for public services to evolve and leverage emerging technologies like AI to better serve citizens and enhance operational efficiency.

Can you tell us about the recent Freedom of Information data collected by Kyndryl about the adoption and implementation of AI for government departments.

This sentiment above is reflected in new research findings from Kyndryl, which reveal that UK government departments are increasingly exploring AI adoption to optimise business operations and improve public sector outcomes.

The Freedom of Information (FoI) data collected by Kyndryl highlights a growing trend among UK government departments towards adopting AI to enhance operational efficiency and improve public services. The findings reveal that 40% of departments are currently using AI, while 45% have plans to implement AI within the next 18 months.

Furthermore, 63% of departments allow employees access to generative AI systems, although adoption remains cautious, with strict adherence to civil service guidelines. The research indicates significant opportunities for digital advancement within the UK public sector, demonstrating a clear intent to harness AI as a key driver of productivity, improved service delivery, and economic growth.

AI implementation requires careful planning, robust governance, and vigilant risk management. By approaching AI in a considered, clear-sighted way, the UK government has a significant opportunity to transform operations, enhance resilience, and raise service delivery standards, benefiting the public in a multitude of ways.

How important is fostering the right culture to drive innovation and successful digital transformation in the public sector?

The panel emphasised that fostering the right culture is essential for driving innovation and successful digital transformation in the public sector. Helen highlighted the need for flexibility and a shift away from the traditional, permission-seeking mindset, advocating for a more agile approach that empowers teams to tackle challenges creatively. Kamal and Eilidh echoed the importance of setting up teams to focus on problems rather than rigid processes and bringing in diverse perspectives from the private sector through initiatives like CivTech in Scotland - the world’s first Government-run accelerator for public sector tech innovation.

The consensus was clear: cultivating a culture that encourages experimentation, collaboration, and a proactive attitude towards change is crucial for unlocking the full potential of technology and delivering better outcomes for citizens.

With a focus on outcomes, enhanced data use, and ethical implementation, public sector organisations have the opportunity to transform operations while fostering a culture of innovation. As government departments increasingly explore AI adoption, the emphasis must remain on proactive, inclusive approaches that balance technological advancements with robust governance and a commitment to public trust.