AI and automation could play a central role in addressing inefficiencies across the UK public sector, new research suggests. According to the 2025 UK Public Sector Efficiency Survey, conducted by Censuswide on behalf of Appian and Coforge, AI platforms could help avoid workers losing 30.6 million hours every week due to outdated processes and manual tasks. The survey also found that 94% of public sector employees encounter operational inefficiencies. Many have cited repetitive tasks, reliance on legacy systems, and insufficient training as key barriers to productivity.
“Every public service organisation is built on processes. When those processes improve, so do the services delivered to citizens,” said Appian UK public sector industry leader Peter Corpe. “With millions of hours at stake, automating low-value admin tasks and resolving process inefficiencies offers the public sector a chance to work more efficiently. This means more time for the strategic and value-driven activities that directly impact citizen outcomes.”
The survey, based on responses from 1,000 UK public sector workers, reported that employees spend an average of five additional hours per week navigating inefficient processes. The most frequently mentioned challenges included manual and repetitive tasks (30%), the need to access multiple legacy systems (29%), and insufficient training and support (28%).
Public sector employees increasingly recognise automation as a potential solution to efficiency challenges. 72% of respondents stated that automating repetitive tasks would simplify their work and improve productivity. Among those already using workflow and process automation tools, 95% reported tangible benefits, including improved efficiency, communication, and consistency.
Confidence in AI’s role in enhancing public sector operations is also growing. 62% of employees expressed trust in AI’s potential to improve efficiency, with the highest confidence levels recorded among back-office IT professionals (71%), followed by workers in citizen-facing services (65%) and back-office business roles (57%).
Despite growing support for AI and automation, several challenges remain. 30% of respondents cited data privacy and security concerns, while 29% were uncertain about AI’s effectiveness. Other obstacles included insufficient funding (28%), limited technical expertise (26%), and regulatory and compliance constraints (21%).
Resistance to change was also identified as a factor slowing adoption. Senior public sector officials expressed greater optimism about automation initiatives, with 73% of directors and senior managers supporting such measures, compared to 32% of administrative staff.
Process adaptation remains a persistent challenge, with 91% of public sector employees stating that their organisations struggle to adjust workflows in response to evolving service demands, government policies, and citizen needs. The issue was most pronounced in central government (41%) and healthcare (38%), where frequent policy changes require operational flexibility.
Outdated legacy systems were another major obstacle, particularly in environments where employees must interact with multiple databases to complete routine tasks. Survey findings indicate that integrating automation solutions could reduce time spent on redundant activities and streamline data access.
Security concerns and government-led AI initiatives
While automation adoption is gaining momentum, concerns around AI security persist. A report from SolarWinds found that nearly one-third of UK public sector IT professionals are highly concerned about AI-related security risks. Key barriers to broader adoption include data privacy concerns (48%), regulatory compliance (46%), and algorithmic transparency (37%).
The UK government has acknowledged the need for AI-driven public sector modernisation. In January, it introduced “Humphrey,” an AI suite aimed at streamlining operations across agencies such as HM Revenue and Customs (HMRC) and the Driver and Vehicle Licensing Agency (DVLA). Led by the Department for Science, Innovation and Technology (DSIT), the initiative is designed to reduce reliance on manual processes, with measures including the digitisation of death registrations and the removal of paper-based licensing notifications.
Read more: UK government outlines AI and technology plan to revamp public services
