A growing sense of unease is taking hold in the UK regarding the increasing integration of artificial intelligence into public services. New research from Ipsos reveals that more Britons anticipate risks than benefits from AI’s implementation, with significant concerns centering on reduced human contact, potential job losses, and a weakening of oversight. The findings highlight a public skepticism about the promise of AI to improve services, suggesting a preference for the human element in crucial areas like healthcare and government administration.
The December 2025 Ipsos survey, conducted online with 5,847 adults aged 16 to 75 for public services think tank Re:State and consultancy Deloitte’s annual State of the State report, paints a picture of a population wary of handing over essential services to algorithms. Over half of respondents (51 percent) expressed fears that AI would lead to less human interaction, while 50 percent worried about job displacement due to automation. Concerns about privacy and data security were likewise high, with 46 percent citing them as potential risks.
Pessimism Across Demographics
The apprehension surrounding AI isn’t limited to any one age group. While those aged 55 to 75 were the most pessimistic – with four in ten seeing risks compared to just 14 percent seeing opportunities – even younger adults (16 to 34) were split, with 34 percent anticipating risks versus 31 percent seeing potential benefits. 37 percent of those surveyed viewed AI as a risk to public services, compared to 23 percent who saw it as an opportunity. This suggests a broad-based skepticism that transcends generational divides.
The survey also revealed a lack of confidence in the current state of digitization within public services. Many respondents felt that digitization had made no discernible difference, and in some cases, had even worsened the quality of service. When asked about repeating themselves when interacting with public services, almost a third (36 percent) reported a negative impact from digital technology, while only a fifth felt it had a positive effect.
Civil Servants Express Doubts
This public apprehension appears to be mirrored within the public sector itself. Interviews conducted as part of the State of the State report with 118 public sector leaders and suppliers revealed a mixed bag of enthusiasm and skepticism. While many were excited about the potential of AI projects and pilots, others expressed concerns about their real-world impact. One director at a combined authority admitted to using a personal ChatGPT account (£20 per month) to aid their work, stating, “My boss doesn’t like it, but are we supposed to trade in laptops for typewriters?”
However, not all were convinced. A senior civil servant bluntly stated, “None of the AI case studies turn out to be as good as the press release, and not a single one will transform government’s cost base… There’s a naive techno-utopianism in Whitehall.” This sentiment underscores a growing concern that the hype surrounding AI may not align with its practical application within the public sector.
Spending Cuts and the Future of Public Services
The rollout of AI also occurs against a backdrop of significant budgetary pressures. Last year’s spending review set targets to reduce administrative spending by 16 percent by 2029-30, with over 8,500 civil servant positions expected to be eliminated in the next year. This raises questions about whether politicians will leverage AI to streamline operations and reduce costs, potentially at the expense of jobs and personalized service. The Ipsos research suggests a public divided on the issue of public spending, with 38 percent favoring lower taxes and borrowing even if it means reduced services, while 44 percent anticipate an increase in spending.
Adding to the overall pessimism, the survey found that 54 percent of respondents believe the National Health Service will worsen in the coming years, with only 10 percent expecting improvement. This widespread lack of confidence in a vital public service further fuels anxieties about the potential impact of AI and digitization.
As AI continues to be integrated into public services, navigating the balance between innovation and maintaining a human-centered approach will be crucial. The concerns raised by the public and those working within the sector highlight the need for careful consideration, transparency, and a focus on ensuring that technology serves to enhance, rather than diminish, the quality and accessibility of essential services. What remains to be seen is whether policymakers will heed these warnings and prioritize public trust as they move forward with AI implementation.
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