AI-generated Public Services

Baroness Stowell of Beeston Excerpts

Thursday 14th December 2023 Lords Chamber

[Baroness Neville-Rolfe (Con)]

I agree that the Post Office scandal was one of the most awful. It is good that we now have a proper process for moving forward on it, even if it is far too late. To deal with the point raised by the noble Lord, I can say that we are setting up the AI Safety Institute and a hub in the Cabinet Office, bringing in experts from outside. The idea is that they can help across the board with these issues. Some of the uses of AI, such as with fraud at Companies House and the DWP, can be very useful. The noble Lord is right in that we need to look at the dangers as well. As the noble Lord, Lord Allan, rightly said, we have to make sure that we look at the opportunities. We think that, as regards public sector productivity, costs could be reduced by about £5 billion a year through the sensible use of AI on the kinds of things that we have been debating.

[Baroness Stowell of Beeston (Con)]

My Lords, I too am optimistic about AI, but I am also concerned about leaving people behind. I refer my noble friend to the report about digital exclusion published earlier this year by the Communications and Digital Select Committee, which I chair. It painted quite a stark picture. It showed how much more complex this challenge is becoming because of the way in which technology is developing at pace. I am sad to report that we found that the Government’s strategy for dealing with exclusion was not good enough. Will my noble friend revisit that report? Will she also explore one way forward—by looking at a joint venture with the banking sector? It has long promised to have banking hubs in towns. These could also become digital hubs where people could go to learn, and for assistance and advice as to how to get on to digital services in the way in which we need them to do.

[Baroness Neville-Rolfe (Con)]

I thank my noble friend for her report, which I have just picked up for my Christmas reading. It has been rather influential within the system. I do not know if my noble friend is aware of the cross-Whitehall ministerial group chaired by the new Minister for Technology, Saqib Bhatti MP. It will certainly look at how the digitally excluded can be helped in hubs in different ways. The library network already exists. I have always thought that this is very useful in communities. I have collaborated with bank expertise on fraud—which is my area of responsibility. I am grateful for the work of her committee. I will certainly take her point away.