Source · Select Committees · Public Accounts Committee
Recommendation 23
23
Accepted
Public sector AI adoption for service improvement remains nascent, hampered by significant skills shortfalls.
Recommendation
Improved digital capability can lead to reduced costs and better services for users. For example, automating straightforward types of demand can increase efficiency, and also enable operational delivery staff to spend more time dealing with customers with more complex needs, or who cannot access digital services.43 There are examples in the NAO report of organisations using technology and AI in ways that have made services easy to use for citizens, and that have reduced the level of demand its staff need to service.44 However, written evidence from the Social Market Foundation suggests that public sector adoption of AI is still nascent and uneven, citing a skills shortfall as one of the barriers to progress.45
Government Response Summary
The Profession agrees and will partner with stakeholders to understand emerging technologies, explore future skills needs, and regularly update the Professional Skills Framework, learning curriculum, and senior leadership programmes to reflect new skills and encourage cross-government and AI initiatives.
Government Response
Accepted
HM Government
Accepted
5. PAC conclusion: It is vital that the ODP keeps pace with advances in new technology and artificial intelligence and the implications for the changing skills its members need. 27 5. PAC recommendation: The ODP should work with the Government Digital and Data Profession to define the digital skills that ODP professionals require, and include them in the new skills framework, to support government organisations to navigate the impact of new technology and artificial intelligence and adopt it to deliver better services. 5.1 The Profession agrees with the Committee’s recommendation. Target implementation date: December 2026 5.2 The Profession recognises the importance of partnering with key stakeholders, including the Government Digital and Data Profession, Whitehall and Industry Group (WIG) and HoPs, to understand and impact emerging and future technologies. The Profession is also represented on the Cabinet Office led Data-Driven Innovation / Artificial Intelligence (DDI/AI) skills advisory board. 5.3 A workforce challenges study is also underway to identify future skills needs in operational delivery. This research will explore the skills required as technology advances and citizen expectations shift, and how these skills can be effectively procured and delivered. 5.4 The Professional Skills Framework, learning curriculum and senior leadership programmes and activity will be regularly updated to reflect new skills, opportunities and required learning. The Profession will continue to encourage HoPs to promote cross- government and AI initiatives in their departments and agencies, such as ‘One Big Thing - AI for All’, ensuring operational delivery has a voice and that information on new technology adoption is shared appropriately and sensitively. 5.5 Through ongoing engagement with HoPs, the Profession will remain reactive to the balance between innovation and technological change, and foundational service delivery, as use of new technology and enhanced communication skills become key to delivery of quality services to citizens.