In an age where artificial intelligence (AI) is reshaping industries across the globe, the time has come for local authorities to embrace this new era.
AI holds immense potential to enhance public services. For local authorities grappling with tight budgets and increasing demands, AI offers a way to streamline operations, improve the quality of services, and empower workers to focus on what really matters – the people they serve. AI has the ability to analyse large datasets to identify trends, needs and priorities within the community. This can further help local authorities make more informed decisions that align with public needs. The implementation and cultural shift required to maximise the benefits of AI requires visionary leadership, and it requires a broader conversation around the impact it will have on the skills requirements within the majority of roles.
One of the biggest fears about AI is that it will replace jobs, leaving many workers displaced. However, in local government, the truth is quite the opposite. AI can handle repeated and data-intensive tasks allowing employees to focus on more complex, strategic and human-centred activities which enhance productivity without displacing jobs. AI is a tool that enables workers to focus more on their primary roles by automating repetitive and administrative tasks. However, this alone will need careful consideration to support staff to embrace different elements of their roles and to enable them to use AI tools effectively.
Consider the case of social workers who, more often than not, find themselves spending a significant portion of their day writing notes or managing paperwork, leaving less time for direct interaction with clients. AI tools like transcription software or digital assistants (such as Microsoft's Copilot) can automate these tasks, freeing up valuable time for social workers to focus on their real mission – providing human-centric care. Allowing them to bring back their human touch that is often lost due to a large amount of paperwork.
Local authorities are often constrained by limited budgets. When thinking about competing pressures on these budgets, the decision to invest in AI and away from real time needs is difficult and requires bold leadership. It requires confidence that it will deliver results, and ultimately efficiencies alongside service quality improvement. What we do know is that tight funding can result in understaffed departments, resulting in workers doing more administrative work. AI can alleviate this by automating data entry, document processing and other routine administrative tasks, allowing employees to be more productive.
Data analysis is particularly critical for policy planning, service delivery and community engagement. AI's ability to rapidly analyse and interpret large amounts of data can provide local authorities with insights that are not easily attainable through traditional methods. This can result in better-informed decision-making, improved service delivery and more efficient resource allocation.
Chatbots and virtual assistants can handle citizen inquiries 24/7, providing quick responses and reducing the workload of customer service teams. AI can tailor services based on individual needs improving citizen satisfaction and engagement. This ultimately leads to improved quality of life for residents and more effective governance.
AI adoption should not be viewed solely as a technological change, it is also a cultural shift.
It is a shift that requires sponsorship from senior leadership teams and not just to be championed by chief information officer and chief data officers. Councils will need to support staff to develop new skills and become more AI literate, to invest in AI training and demonstrate how these new tools will make employees' jobs easier, not harder. Local authorities must foster an environment where employees feel empowered and supported, effective leaders must champion AI by providing a clear vision, guiding teams through the changes, and ensuring that staff understand how AI can enhance their roles.
Employees need to learn how, and be supported, to use these skills and know the best way of utilising data best practices through the use of AI. Local authorities need to invest in the training and development of these tools to foster a culture of continuous improvement and psychologically safe learning.
A failure to invest in AI training not only limits the potential benefits but also risks leaving certain segments of the workforce and the residents that it serves behind.
Every three months the speed of AI computation doubles, when set against already challenging and complex leadership challenges, the importance of embracing this future is critical. Leaders need to invest in their own AI literacy, become curious as to the role of AI in their day to day lives, and think about the difference it could make within service delivery. There are of course potential risks, cost implications, and human implications, but these alone should not prevent public sector leaders from embracing AI and thinking about the benefit it could bring. This new era of AI transformation, leadership within local authorities must evolve to meet emerging challenges and opportunities. Decision-makers can no longer rely solely on traditional management skills; they need to adapt and embrace new competencies that align with the technological and cultural shifts AI introduces.
Digital leadership is at the forefront of these new skills. Leaders must understand and champion AI and other digital tools to create a vision for how they will reshape their organisation. This requires not just technical know-how but the ability to inspire and guide employees through the adoption of new technologies. Key influencers must facilitate a culture where AI is seen as a way to enhance, rather than replace, the human element in public service.
Promoting a culture of continuous learning is essential, especially given the rapid pace of technological change, making ongoing development and training paramount. Embedding a culture of continuous improvement ensures that employees can evolve alongside technology, remaining agile and responsive to new challenges. They should prioritise learning and development initiatives, ensuring that the workforce remains adaptable, and the organisation stays at the forefront of AI innovation.
For AI to truly succeed in local government, leadership must be bold and take full responsibility for guiding this transformation. Leaders need to front up to the challenges AI brings, embracing both its potential and the complexities it introduces. It's not enough to simply implement AI; leadership must establish a clear, well-communicated framework that defines how AI will be managed, governed, and integrated into daily operations. This includes addressing ethical concerns head-on – such as biases in algorithms, data privacy, and the transparency of AI decision-making.
Bold leadership means taking ownership of these issues, ensuring that they are not just acknowledged but actively managed to build trust with employees and the public. By being transparent about AI's role, risks, and benefits, leaders can foster a culture of openness and accountability. It's about more than just introducing new technology – it's about leading from the front, mitigating risks, and ensuring AI is used responsibly and ethically while encouraging teams to embrace its potential.
From a budgetary perspective, local government leaders may feel that AI adoption is out of reach due to financial constraints. However, when properly implemented, AI can help local authorities save money in the long run. By increasing efficiency, reducing administrative overheads and enabling faster decision-making, AI can provide significant cost savings. In the context of adult social care, for instance, AI tools can help streamline processes, reduce wait times and ultimately lead to happier and more satisfied residents. As highlighted in the NHS Darzi report, the adoption of technology in health services has proven to be effective and similar benefits could be realised in local governments as well.
AI can also play a pivotal role in improving communication and engagement with local residents. Local authorities are responsible for interacting with diverse populations, each with unique needs and concerns. AI chatbots and communication tools can help councils maintain a more responsive and seamless connection with their communities. This would allow residents to receive timely information, raise concerns and access public services more efficiently.
Furthermore, AI can provide councils with valuable insights into community needs, helping them to allocate resources more effectively and plan long-term projects with a clearer understanding of what residents truly want. The adoption of AI in local government is not just about improving internal processes; it is about creating a more responsive, inclusive, and engaged community.
As AI continues to evolve, it is essential for local authorities to proactively invest in the skills and infrastructure that will enable its successful implementation. The potential benefits – greater efficiency, cost savings, improved community engagement, and a stronger focus on human-centred public services – are transformative. However, achieving these outcomes requires more than just the adoption of technology. It calls for a strategic, forward-thinking approach that moves beyond the reactive mindset still present in many local councils. It also calls for more designated leaders of IT and digital that can empower other leaders in the council along with all staff members to harness AI as a tool.
Embracing AI will empower local government workforces to deliver better services and build more connected, engaged communities. The opportunity to invest in AI training, infrastructure, and ethical governance is now, ensuring that no segment of the workforce or the public is left behind as this technological transformation takes hold.
Laura Murphy is a senior consultant at Tile Hill
