AI-generated Public Services

Debate between Baroness Jones of Whitchurch and Baroness Neville-Rolfe

Thursday 14th December 2023 Lords Chamber

[Baroness Jones of Whitchurch]

To ask His Majesty’s Government what steps they are taking to ensure citizens are not excluded from accessing AI-generated public services.

[The Minister of State, Cabinet Office (Baroness Neville-Rolfe) (Con)]

My Lords, the noble Baroness raises an important point, because the shift online and the use of AI are irreversible. They offer substantial opportunities, but problems could arise for some disadvantaged groups. That is why departments are required, by the Government’s service standard, to provide support via alternative channels for all their online services. Our road map for digital and data, updated on 29 November, focuses on enabling the confident and responsible use of AI to improve efficiency and services.

[Baroness Jones of Whitchurch (Lab)]

I thank the noble Baroness for that, but the latest Ofcom study of internet use in the UK showed that 7% of people have no access at all and 18% have access solely via their smartphone. That is fine for most tasks, but less helpful when filling out complex forms or seeking support. The ambition of providing better public services through a digital revolution is a good one; however, what works for most people will not work for everybody, so what is being done to ensure that this small but important group, who are being left behind when attempting to access essential public services, can access them in the future? If they cannot, we will not have a universal service.

[Baroness Neville-Rolfe (Con)]

This of course is why the Government are committed to ensuring that everyone has affordable access to public services, whether online or offline. Departments are required, by the service standard, to provide support via alternative channels for all their online services to all users, including the disabled. That can be by phone, through face-to-face meetings, by letter or via web chat, which is important for the unsighted. The system of assessments is co-ordinated by the CDDO in the Cabinet Office, and these requirements cannot go on to GOV.UK without assurance secured.

COP 27

Debate between Baroness Jones of Whitchurch and Baroness Neville-Rolfe

Thursday 27th October 2022 Lords Chamber

[Baroness Neville-Rolfe (Con)]

It is the case that Alok Sharma is no longer a Minister nor in the Cabinet. However, the Prime Minister has appointed him as COP president, and that provides continuity and retains his expertise in this important role. I have been struck by his tireless work over the past year, and he is always particularly focused on implementation and the international perspective, as well as other issues. The thing is to get COP 27 done in a brilliant way in Sharm el-Sheikh from 6 to 18 November 2022. I cannot comment on appointments by the Prime Minister.

[Baroness Jones of Whitchurch (Lab)]

My Lords, should we not get our own house in order to earn the respect of all the other countries that will be at COP 27? Just as an example, we already have a commitment to have 30% of land for nature by 2030. So far, the statistics are that we have only 3%, so we have a long way to go before we can hold our heads up at COP 27 and earn the respect globally that we deserve.

[Baroness Neville-Rolfe (Con)]

I understand from my noble friend that we lead the campaign for 30/30.