AI in Government – the catalyst for transformation

At this year’s Government Transformation Summit, trust emerged as the defining theme - a cornerstone for modern public services in an era of growing citizen expectations.

Andrew Western, MP, the UK’s first Minister for Transformation, set the tone by stating: “Transformation is not about technology for technology’s sake; it’s about improving lives, creating opportunities, and building a better future for everyone.”

This sentiment resonated throughout the event, particularly when Andrew Western MP joined our roundtable on Accelerating Modernisation.

His presence underscored the importance of adopting ethical, trusted AI solutions to meet the needs of citizens while addressing the operational challenges governments face today.

This article explores why AI is essential for public sector transformation, the challenges of adoption, and actionable steps for embedding AI responsibly.

Why AI is Critical for Public Sector Modernisation

Departments and Civil Servants are under unprecedented pressure to deliver more with fewer resources. With public services strained by tight budgets and rising demands, AI offers the most significant opportunity to reimagine service delivery.

In our Fourth Edition of the Trust Imperative Report, 87% of citizens stated that positive digital experiences increase their trust in government. However, trust cannot be demanded - it must be earned through faster, more transparent, and equitable interactions.

AI can deliver these efficiencies, offering an opportunity to improve operational effectiveness by 25-30% through automation and AI-powered workflows.

For example, North East Lincolnshire Council is trialling Agentforce, our AI-driven digital workforce platform. By automating repetitive tasks and integrating departmental information, the Council is simplifying form submissions and freeing staff to focus on more complex issues.

This initiative is expected to transform customer service and improve satisfaction across the board. Early results indicate over 40% improvement in efficiency. 

Beyond local government, consider the potential of a Digital Tax Agent that reduces the burden on small businesses, or Healthcare Agents that provide personalised wellness advice using real-time data. These innovations empower citizens while enabling governments to deliver more accessible and satisfying services.

Building Trust: The Foundation of AI in Government

Trust is the bedrock of any successful AI initiative. Citizens need to feel confident that their data is secure and that AI systems are transparent, ethical, and fair. At Salesforce, we believe trust is a multiplier - stronger trust leads to greater citizen engagement, which in turn fuels better data insights and more effective services.

Take the Department for Energy Security and Net Zero (DESNZ), for example. By leveraging AI and the metrics that matter, DESNZ could identify the best ways to incentivise homeowners and businesses to adopt green technologies. These insights don’t just drive net-zero ambitions; they also ensure efficient allocation of public funds and measurable economic outcomes.

To build and sustain this trust, governments must adopt governance frameworks that prioritise transparency, citizen consent, and inclusivity. This virtuous cycle of trust, data, and AI fosters stronger connections between citizens and their governments.

Overcoming Challenges to AI Adoption

AI adoption isn’t without hurdles. Resistance to change often stems from fears of job displacement or concerns over AI “missteps,” like an ill-informed chatbot. However, these fears miss the mark. AI is not about replacing humans - it’s about augmenting their capabilities. By automating repetitive tasks, AI empowers public sector employees to focus on meaningful, high-value work.

Fragmented data systems also pose a significant barrier. Many departments operate in silos, making it difficult to unify data into a single source of truth. This is where platforms like Data Cloud come in, enabling real-time insights that drive actionable decisions across agencies.

Governance is equally critical. Citizens demand explainable and fair AI systems. Robust governance ensures not only compliance but also fosters public confidence in the technology’s ethical use.

Unlocking Organisational Knowledge with AI Agents

One of the most underutilised resources in government is its existing knowledge base. Answers to nearly every citizen question already exist - hidden in call recordings, dense policy documents, or sprawling internal systems. The bottleneck? Extracting and delivering this information efficiently - commonly known as a call centre! 

AI agents, such as those powered by Agentforce, are poised to revolutionise this. For example, imagine an agent at HMRC capable of instantly accessing tax guidance documents, historical case records, and the latest policy updates.

This agent wouldn’t just answer queries - it would take meaningful actions, guiding citizens through processes like tax filing or addressing complex compliance issues.

By automating repetitive, mundane tasks, AI agents not only enhance the citizen experience but also improve workplace satisfaction for government employees. This technology is about making public servants more effective and enabling them to focus on what matters most.

NHS Blood & Transplant: A Case Study in Modernisation

NHS Blood & Transplant (NHSBT) provides a powerful example of AI’s transformative potential. Faced with persistent blood shortages, NHSBT turned to Salesforce to optimise donor engagement. By analysing historical trends and appointment data, the organisation predicted blood demand with remarkable accuracy.

The early results are hugely impactful. Campaign activation time was reduced by 87%, from six weeks to four days.

In one campaign, appointments for specific blood types increased by 49%, directly addressing critical shortages. By bringing campaign creation in-house, NHSBT is saving £250,000 annually, all without increasing staff.

With a test-and-learn approach, NHSBT is now positioned to refine and scale these initiatives, setting a new benchmark for how AI can modernise public services while building Public Trust.

Tips for Getting Started with AI

For governments embarking on their AI journey, the key is to start small and scale fast. Here’s how:

1. Don’t DIY Your AI: Partner with experts to ensure compliance, scalability, and security. Avoid the risks of building solutions in-house without the right expertise.
2. Define Success Early: Clearly articulate goals and KPIs before starting. Gartner predicts that 30% of generative AI projects will be abandoned by 2025 due to unclear objectives and poor planning.
3. Prioritise Data Readiness: Unified, clean data is the backbone of effective AI. Invest in integrating your data systems as a foundational step.
4. Choose Iterative Projects: Start with use cases that tolerate iterative resolution, like support systems or citizen FAQs, to build confidence and trust in the technology.
5. Adopt a Test-and-Learn Mindset: Experiment, gather feedback, and refine. Iteration not only improves results but also builds trust among stakeholders.

The Bigger Picture: AI as the Catalyst for Change

AI isn’t just a tool - it’s the foundation for resilient, efficient, and citizen-centric public services. From digital agents that streamline processes to data-driven insights that inform policy, the potential is limitless. By embracing trusted, ethical AI, governments can meet the challenges of today while building a better future for everyone.

Find out more about how AI can improve government service delivery and multiply trust in the latest Trust Imperative Report, which surveyed over 41K individuals and 20+ global experts to understand citizen perspectives on GenAI adoption in government.