Artificial intelligence is becoming increasingly common across public services, with organisations using AI tools to support administrative tasks, analyse data and improve service delivery. While these technologies offer opportunities to enhance efficiency and free staff from routine work, they also raise concerns about job security, workplace surveillance, bias, privacy and accountability.
AI has the potential to make work more efficient by reducing repetitive administrative tasks, allowing employees to focus on more meaningful and complex aspects of their roles. In sectors such as healthcare, AI is already being explored to support diagnosis, improve patient flow and streamline administrative processes. Local authorities are also experimenting with tools such as chatbots and AI-powered assistants to respond to public enquiries more effectively.
However, alongside these benefits come significant concerns. AI systems can make mistakes, generate inaccurate information and reproduce biases that exist in the data used to train them. In public services, where decisions can affect vulnerable individuals and communities, these risks can have serious consequences. Automated decision-making may influence access to care, support or resources, making transparency and accountability essential.
UNISON believes AI should support workers rather than replace them. The union is calling for stronger safeguards, worker consultation, transparency and training to ensure AI is implemented responsibly and ethically across the public sector.
As AI continues to develop, it is vital that workers have a voice in how these technologies are introduced and used, ensuring benefits are shared fairly while risks are effectively managed.
To learn more about AI in public services and UNISON's position on the issue, visit: https://unison.org.uk/key-issues/ai