New report outlines the growing role of AI in public services

A new report published by the universities of Southampton and Cambridge, funded by the Nuffield Foundation, has outlined the growing role of AI in services like healthcare, local government, and justice.

Findings from the report, titled Just outcomes: How can AI make people's lives better? , were drawn from a series of workshops involving expert leaders from healthcare, law, policy and academia.

The report focuses on new research ideas on how to steer the development and use of AI in the public sector for the benefit of people and society. It also looks at how the technology might be harnessed to improve quality of life.

• Administrative justice: AI could reduce errors and delays in judicial decisions — but safeguards are needed to ensure fairness and accountability.
• Local government: Councils could use AI to improve services in planning, transport and care — but must be supported to develop skills and ensure ethical use.
• Public health: AI could analyse health, social and environmental data to predict and prevent illness — but privacy protections and public trust are critical.
• Regulation and markets: With AI development dominated by a few large tech firms, the government should consider alternatives that deliver a wider set of social goods and benefits.

AI is already influencing public service delivery, including council chatbots, GP appointment systems and hospital triage tools. But without robust regulation, public oversight and investment in digital skills, AI adoption could lead to job losses, increase inequality, and hand control to unaccountable tech giants.

Co-author Professor Dame Wendy Hall is a Regius Professor of Computer Science at the University of Southampton and member of the UN’s high-level advisory body on AI. She said: “Artificial Intelligence is too profound a breakthrough not to use — it will help us all lead better lives. “But public services won’t automatically deliver fairer or more effective outcomes with AI unless we intentionally design systems in the public interest. “Without clear rules, skilled staff and public engagement, we risk building systems that are unfair, intrusive, and alienating.”

While recognising the potential for AI to improve productivity and economic growth, authors emphasised the importance that people understand the risks and opportunities of the technology for jobs and income.

Professor Dame Diane Coyle, Co-Director of the Bennett Institute, said: “AI has the potential to improve public services but only if it's used in ways that prioritise fairness, transparency and public value. “The decisions we make now will shape the future of our society. With the right strategy, evidence and collaboration, AI can help build a more just, connected society.”

Just Outcome: How can AI make people’s lives better is available to download now .