UK Public Sector's Growing Embrace of Generative AI: Insights and Challenge

Published Date : 12/09/2025 

A recent survey by Global Government Fintech reveals that over half of UK public servants in finance, transformation, and digital roles are using generative AI (GenAI) tools in their daily work. However, more than 40% have encountered errors, highlighting the need for better guidance and training. 

More than half of UK public servants in finance, transformation, and digital jobs are using generative AI (GenAI) in their day-to-day work, according to a survey by Global Government Fintech. However, over 40% have encountered errors in the course of their work caused by the use of GenAI tools. This highlights the growing appetite for AI in the public sector, but also underscores the need for better guidance and training.

Generative AI refers to the use of AI to create new content such as text, audio, images, and video that can appear as if it has been made by a human. Examples include ChatGPT, a chatbot developed by US-based company OpenAI, which uses natural-language processing to understand and generate human-like text in response to user prompts; Copilot, an AI service integrated into Microsoft applications; and Google’s AI tool Gemini.

The ‘UK Public Sector Fintech and Artificial Intelligence Awareness Study’ was conducted between 16 July 2025 and 29 August 2025 to better understand public servants’ latest thinking. The online survey, which received 287 responses, asked a series of questions of UK public servants working across central and local government, health, and higher education, in finance, transformation, and digital roles. The AI-focused questions sought to explore the extent to which respondents are using AI tools and their confidence in doing so, as well as views on the wider application of AI.

Overall, respondents were positive about GenAI’s use, with more than two-thirds believing that the technology has the potential to improve policy development and analysis. More than one in two are actually using GenAI. However, 41.9% have encountered errors in the course of their work caused by the use of GenAI tools, and 83.6% think they should be actively involved in how AI is introduced to their departments.

The confidence gap and errors are notable. Overall, 50.9% of respondents agreed, and 18.7% strongly agreed, that generative AI tools have the potential to improve policy development and analysis. Just 5.7% strongly disagreed, and 9% disagreed, while 6.7% did not know. More than 50% of respondents in total strongly agree (19.1%) or agree (37.1%) that they are using GenAI tools such as ChatGPT, Copilot, or Gemini in their day-to-day work. However, the numbers of people feeling confident using GenAI in their day-to-day work are slightly lower. Just 13.1% strongly agree (feel confident), and 33.9% agree. 20.5% neither agree nor disagree, 15.5% disagree, and 8.1% strongly disagree.

Just under half of respondents in total have actually encountered errors in the course of their work caused by the use of GenAI tools, with 13% strongly agreeing with this statement and 28.9% agreeing. The UK government published an ‘AI Playbook’ in February with the aim of giving departments and public sector organisations accessible technical guidance on the safe and effective use of AI. Created by more than 50 experts from the Government Digital Service (GDS) and the Department for Science, Innovation and Technology (DSIT), the playbook consists of input from more than 20 government departments and public-sector organisations, along with insights and peer review from industry and academic advisers.

However, the playbook has yet to achieve the necessary cut-through. Just under a third of respondents say their organisation is providing enough guidance or policy on the safe use of GenAI, with just 6.7% strongly agreeing with this statement and 25.2% agreeing. About the same total either disagreed (18.2%) and strongly disagreed (12.3%).

Views on the wider application of AI in organisations were also explored. Respondents were asked to what extent they agreed or disagreed with four specific statements. On the statement ‘I understand how AI-based decision systems (e.g., risk scoring, eligibility engines) work in principle,’ the balance was just in favor of agreement—27.2% agree and 7% strongly agree, with 21.3% disagree and 9.1% strongly disagree. 23% neither agreed nor disagreed, and 10.5% did not know.

On the statement ‘My organisation has a clear process for evaluating and procuring AI-based technologies,’ the balance was slightly negative, with 16.4% disagreeing and 9.4% strongly disagreeing. This was against just 2.8% strongly agreeing and 17.4% agreeing. Overall, 27.2% neither agreed nor disagreed, and 24.7% did not know.

On the statement ‘The senior leadership of my organisation demonstrates sufficient understanding of AI and its implications,’ the balance was again slightly negative, with 18.5% disagreeing and 15% strongly disagreeing. 17.4% agreed, and just 2.8% strongly agreed. Neither agree nor disagree was the most popular response (28.2%).

The statement ‘Public servants should be actively involved in shaping how AI is introduced in their departments’ received significantly more positivity, with 36.6% strongly agreeing and 47% agreeing. Fewer than 2% overall strongly disagreed or disagreed.

For more information about our research programme, or to become a research partner, please contact ian.hall@globalgovernmentfintech.com. Our sister title, Global Government Forum, provides a range of training seminars on AI in the public sector, including our popular Deploying AI in the Civil Service, which can be delivered as a bespoke in-house session, tailored specifically for your organisation. Upcoming courses include Mastering Prompt Engineering on Thursday, 23 October, and How Artificial Intelligence Can Empower the Civil Service on Thursday, 4 December. 

Frequently Asked Questions (FAQS): 

Q: What is generative AI?

A: Generative AI refers to the use of artificial intelligence to create new content such as text, audio, images, and video that can appear as if it has been made by a human. Examples include ChatGPT, Copilot, and Google’s AI tool Gemini.

Q: What did the survey by Global Government Fintech reveal about the use of GenAI in the UK public sector?

A: The survey revealed that over 50% of UK public servants in finance, transformation, and digital roles are using generative AI tools in their daily work. However, more than 40% have encountered errors caused by the use of these tools.

Q: What is the UK government's AI Playbook?

A: The UK government’s AI Playbook, published in February, aims to provide accessible technical guidance on the safe and effective use of AI for departments and public sector organisations. It was created by experts from the Government Digital Service (GDS) and the Department for Science, Innovation and Technology (DSIT).

Q: What are the main concerns about the use of GenAI in the public sector?

A: The main concerns include the lack of confidence in using GenAI tools, the occurrence of errors, and the need for better guidance and policy on the safe use of these technologies. Many public servants also feel they should be more involved in how AI is introduced in their departments.

Q: What training opportunities are available for public servants in the UK?

A: Global Government Forum offers a range of training seminars on AI in the public sector, including Deploying AI in the Civil Service, Mastering Prompt Engineering, and How Artificial Intelligence Can Empower the Civil Service. These courses can be tailored to specific organizational needs. 

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