Public backs AI in services, but demands strong rules

New research commissioned by ICS.AI suggests many people in the UK are open to using artificial intelligence in public services, with speed and accessibility cited most often as key benefits. However, the findings also show that support depends on public confidence, with regulation and trust ranking above other priorities for national AI investment.

The survey of 2,000 UK residents found that 47% believe AI will improve services. A larger share, 60%, said it could improve accessibility. Another 45% said they would prefer AI-driven services that deliver faster outcomes, rather than waiting for traditional, people-led services.

The results come as public bodies consider how far to adopt new tools amid rising demand and continuing budget pressure. Local authorities, health organisations and central government departments have trialled digital approaches in recent years, though progress has been uneven across regions and services.

Conditional support

While respondents were interested in practical gains, the strongest message was a call for safeguards. When asked what should matter most for UK investment in AI, 47% prioritised tight regulation and trustworthiness.

Other options attracted far less support. Some 24% said AI should be developed and controlled in the UK, while another 24% prioritised affordability and effectiveness regardless of where the technology originates.

The split suggests people weigh assurance, oversight and accountability alongside domestic control of strategic technology and value for money. It also indicates that procurement and governance may be as important as innovation in shaping how widely AI is accepted in day-to-day services.

Everyday adoption

The survey also suggests many people already use AI in daily life. More than three quarters of respondents (78%) said they regularly use AI at home and at work.

This reported usage reflects the spread of AI-driven features in consumer and workplace tools, including search, productivity software, customer service systems and content-creation applications. The survey did not specify which tools respondents had in mind, but it suggests familiarity with AI may be shaping expectations of public service delivery.

Looking ahead, respondents most often described their outlook on AI as curiosity. Some 41% said curiosity was their most common feeling about AI in the coming year. Optimism followed, with 22% saying they were happy and expect AI to help them considerably.

Concern also featured. The survey found that 26% said they feel stressed about the potential for AI to take away jobs, a theme that has featured prominently in wider discussions about automation across private and public sector roles.

Service expectations

The finding that 45% would prefer faster outcomes from AI-driven services points to an appetite for shorter waits and simpler processes. Public services often involve high-volume interactions, such as benefits administration, housing queries, appointment scheduling and information requests. Organisations typically rely on a mix of online portals, contact centres and face-to-face support, with varying levels of digital maturity.

Improved accessibility was the most frequently cited benefit. Accessibility can include easier-to-read information, translation, and more responsive channels outside standard office hours. Any move towards AI-driven interactions also raises questions about inclusive design, error handling and clear routes to human support.

The findings suggest people distinguish between AI's potential and the conditions under which it should be used.

Martin Neale, CEO and Founder, ICS.AI, said, "AI is already a part of everyday life for most people, with more than three quarters regularly using it at home and at work. What's striking is how clearly the public can see AI's potential to improve public services and accessibility. But that support isn't unconditional. People want progress, but they also want reassurance - with trust, regulation and accountability a clear requirement for the public."

ICS.AI positions itself as a supplier of AI products and programmes to public sector organisations, including councils and universities. It says its offering is focused on modernising operations and improving services, alongside cost-reduction claims.

Debate over AI in government and public services is continuing, with policymakers weighing potential efficiency gains against concerns about data use, transparency, bias and accountability. The survey suggests that acceptance will depend as much on visible governance and clear rules as on improvements in speed and access.