Brits Fear AI Will Strip Humanity from Public Services

Brits are increasingly worried that artificial intelligence will strip the human touch from public services, according to new research that reveals deep public skepticism about AI's role in government and healthcare.

The findings, published in the annual State of the State report by public services think tank Re:State and consultancy Deloitte, paint a picture of a nation divided on technology's role in public services. The research, conducted by pollster Ipsos with 5,847 adults aged 16 to 75 in December 2025, found that more respondents saw risks from AI than benefits.

Public Concerns Dominate AI Debate

When asked about AI's impact on public services, 51 percent of respondents feared it would lead to reduced human contact, while 50 percent worried about job losses from automation. Nearly half (47 percent) were concerned about over-reliance on technology reducing human oversight, and 46 percent cited privacy and data security worries.

These concerns overshadow the perceived opportunities. Only a third of respondents saw AI as a way to free staff time by reducing administrative work, with the same percentage viewing it as a tool to help officials handle more information. The question of whether politicians will use AI to give staff more time rather than employ fewer of them remains open.

Age Gap in AI Optimism

Older Britons are particularly pessimistic about AI's role in public services. Those aged 55 to 75 were most negative, with four in ten seeing risks and just 14 percent seeing opportunities. Even among 16 to 34-year-olds, who might be expected to be more tech-savvy, opinions were split with 34 percent favoring risks over 31 percent seeing opportunities.

Digitization's Mixed Legacy

The research found many feel digitization has made no difference to public services, and in some cases more people feel it has made things worse than better. When asked how many times they have to repeat themselves when dealing with public services, almost a third felt digital technology had a negative impact, 36 percent said no difference, and only a fifth were positive.

However, more people were positive than negative on digitization's impact on receiving information on public services, booking appointments, and final outcomes.

Bleak Outlook for Public Services

Public pessimism extends beyond AI to the overall future of public services. The survey found 54 percent think the National Health Service will get worse in the next few years compared with just 10 percent expecting it to improve.

This gloomy outlook comes amid government plans to reduce administrative spending by 16 percent by 2029-30, with more than 8,500 civil servants expected to depart over the next year.

Inside Whitehall: Enthusiasm Meets Skepticism

The report also drew on interviews with 118 public sector leaders and suppliers. While many expressed enthusiasm about AI projects and pilots and the need to scale these up, with some using personal AI accounts at work, not everyone is on board with the AI revolution.

One senior civil servant offered a scathing assessment: "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 was echoed by a director at a combined authority who admitted to paying £20 for their own ChatGPT account and using it regularly, despite their boss's disapproval: "Are we supposed to trade in laptops for typewriters?"

Economic Tensions

The research also revealed economic tensions, with 38 percent of respondents thinking the UK should aim for lower taxes and borrowing, even if that means less public spending, but 44 percent expect these to increase.

These findings come as the UK government pushes forward with AI initiatives, including plans for AI datacenters that some insiders have warned may prove to be a pricey white elephant.

The research highlights a fundamental disconnect between the government's AI ambitions and public sentiment, raising questions about whether the push for technological solutions in public services might be proceeding without adequate consideration of public concerns about the loss of human contact and oversight.