Technology in Public Services

Layla Moran Excerpts

Monday 2nd September 2024 Commons Chamber

[Layla Moran (Oxford West and Abingdon) (LD)]

It is a pleasure to begin this new parliamentary term debating the role of technology in public services. I start by extending a special welcome to the friends and family in the Gallery eagerly waiting for the many maiden speeches to be made this evening; I will be brief. You can start timing me if you wish, Madam Deputy Speaker.

Under the Conservatives, Britain’s public services have steadily deteriorated, with insufficient investment across the board. Schools, hospitals and prisons are literally crumbling, and transport projects were axed on a ministerial whim. In a cost of living crisis, when people are looking desperately to public services for support, tackling the big challenges in our public services is absolutely essential.

I am a technophile. I am a former science teacher. I spent most of my childhood buried in science fiction, and you can draw a straight line from “Star Trek” to where I am standing now. That is “Star Trek, the Next Generation”, in case anyone was wondering. So today I will focus primarily on the positives, but if we want buy-in from the public, we need to show the public that this Parliament also understands and legislates for mitigation of the risks of technology. I will touch on that, too.

Technology has the potential to revolutionise our public services, making them more efficient, accessible and responsive to the needs of every citizen. Automating routine tasks can free up staff time, so that staff can deal with more complex issues, and using digital platforms can reduce the need for physical infrastructure, which lowers costs. Digital services can help us reach those in remote areas, and real-time data or open data initiatives help to make Government processes more transparent. There are many examples of local councils and public services already innovating and using technology to improve services. Online GP appointments and digital prescriptions, where appropriate, can free up GP time, as surgeries are under ever-growing pressure. The Secretary of State spoke movingly about his mother and the technology that she sadly did not have, but he is right to point out that technology is transforming our NHS day to day, and we must welcome that.

Going back to my heartland of teaching, online learning platforms have been used incredibly successfully in the education sector, particularly during the lockdowns, and we have learned much about what works, and what does not, when it comes to technology in the classroom. But when those delivering public services look at introducing innovations and new technologies, there are also significant barriers. Despite recent funding increases, council budgets are expected to be 18% lower in real terms in 2024-25 than in the early 2010s, with demand for acute services increasing post-pandemic.

Local services are too often struggling with tight ringfenced budgets, which prevent the strategic investment needed to upgrade outdated systems and implement digital technologies. How many people have spent their time in a queue, waiting to talk to the local council, and wondered why on earth we still have this old technology? Digital and technology skills are often also highlighted as a big concern for local authorities, who face a growing struggle to recruit and retain skilled technologists. Public services find it hard to compete with the salaries of the private sector, or to invest in training and development.

Artificial intelligence is by far and away the sexiest and one of the most significant and talked-about areas. That technology is developing rapidly, and we risk falling behind. If implemented properly, it can improve experiences for service users. Chatbots and virtual assistants can help with personalising services and addressing queries. Automated data analysis can evaluate larger quantities of data in a shorter timeframe, and where AI is used to support the creation of datasets, accurate patterns and trends in data can be identified. In my area of Oxfordshire, the county council is piloting the use of generative AI to support administrative tasks, and the scheme will look at whether AI can speed up routine processes in order to reduce costs. The previous Government’s announcement that £110 million of funding will be ringfenced for the deployment of AI across the public sector was a welcome development, and I would like to hear from the new Minister whether the Government plan to follow through on this scheme, which I think is well worth investing in.

But AI is not without its challenges. It reflects the values and biases of the humans who create it, causing campaigners to raise concerns. In August 2020, the Home Office agreed to stop using a computer algorithm to help sort visa applications after it was claimed that the algorithm contained entrenched racism and bias. It essentially created a three-tier system for immigration, with a speedy boarding lane for white people from the countries most favoured by the system.

Earlier this year, it emerged that the Department for Work and Pensions had stopped routinely suspending benefit claims flagged by its AI-powered fraud detector. Campaigners had long raised concerns that potential bias in the system could lead to unfair delays for legitimate claimants. The campaign group Big Brother Watch said:

“DWP’s overreliance on new technologies puts the rights of people who are often already disadvantaged, marginalised, and vulnerable, in the backseat.”

It is vital that the Government are open and transparent with the public about how and why AI and algorithmic models are being used, so I am pleased the Department recently said that the algorithmic transparency recording standard is now mandatory for all Departments, but I would argue that we need to go further.

The Liberal Democrats want to see a clear, workable and well-resourced, cross-sectoral regulatory framework that promotes innovation while creating certainty for AI users, developers and investors. My colleague Lord Clement-Jones tabled a private Member’s Bill, the Public Authority Algorithm Bill—the Liberal Democrats know how to party—in the other place during a previous Session. This important Bill would have regulated the use of automated decision making in the public sector by requiring a public authority to complete an algorithmic impact assessment where it uses an automated decision-making system. I urge Ministers to look at the Bill and to work with colleagues in both Houses to develop the right regulation. If they have not had a chance to speak to Lord Clement-Jones, a former Chair of the Lords Select Committee on Artificial Intelligence, I would encourage them to do so.

Technology offers so many opportunities, but we will lose public support if we do not get to grips with the risks. The Liberal Democrats want to embrace these opportunities for innovation and change, and we also want to protect citizens’ rights, their identities and their data. It is vital that we put the right infrastructure and safeguards in place to help our public services make the most of new opportunities while keeping our country safe.

I hope the Government are ready to think strategically and to invest for the long term by putting science and innovation at the heart of their plan for economic growth. If they do, the Liberal Democrats will support them and, where appropriate, they can expect us to challenge them too.

[Madam Deputy Speaker (Judith Cummins)]

I call Patricia Ferguson to make her maiden speech.