How AI Is Revolutionising Government Services in the UK and Canada

3rd July 2025

by Mark Gannon

Across the UK and Canada, public sector organisations are under growing pressure to deliver faster, smarter and more responsive services. Budget constraints, rising expectations and legacy systems are common challenges, but they don’t always require big-bang transformation. Increasingly, the path forward is shaped by practical uses of artificial intelligence (AI) and low-code innovation that work alongside what’s already in place.

A recent discussion between UK and Canadian public sector leaders highlighted how combining AI and low-code tools is helping local and regional governments transform service delivery. The focus? Results that are quick to implement, scalable across departments, and built with the user in mind.

Watch the webinar to explore the full conversation.

Shared challenges across two public sectors

Public service teams on both sides of the Atlantic face similar hurdles: siloed data, manual processes, high contact volumes, and ageing infrastructure. Citizens increasingly expect simple, digital-first interactions, but internal systems often make that difficult.

Despite these challenges, organisations are finding new ways to improve outcomes without relying on major system replacements. Instead, they’re looking to intelligent automation and adaptable platforms that enhance existing operations and increase staff capacity.

AI that does the heavy lifting

Beyond the buzzwords, AI is already proving its value in everyday public sector processes. It’s not just about chatbots. AI is being used to categorise and route incoming emails, support staff with real-time information and improve triage across multiple channels.

This approach supports agility and responsiveness. Public sector teams can design services around real needs – building forms, integrations and automations that align with internal processes and improve the citizen experience. And because it’s low-code, departments can start small and iterate over time, rather than needing a full transformation programme up front.

For example, one local authority used AI to automate the classification of citizen enquiries, improving response times and reducing the need for manual handling. These are the kinds of improvements that can be rolled out quickly and scaled to fit the needs of each organisation.

Low-code tools that empower change

AI becomes even more powerful when paired with low-code platforms that let service teams build their own workflows and automate processes without waiting on external developers.

This approach supports agility and responsiveness. Public sector teams can design services around real needs – building forms, integrations and automations that align with internal processes and improve the citizen experience. And because it’s low-code, departments can start small and iterate over time, rather than needing a full transformation programme up front.

Real-world results with a practical approach

During the webinar, examples were shared from UK and Canadian government teams already using these tools to:

• Reduce call volumes and avoid duplication
• Streamline back-office operations
• Improve staff satisfaction through automation
• Deliver joined-up services without replacing core systems

What stood out was the shared approach. Starting with specific service challenges, solving them with AI and automation – and building capability internally over time.

This model supports long-term digital maturity without overwhelming teams or requiring disruptive change.

Smarter services start with practical steps

Digital transformation doesn’t have to mean high risk or high cost. AI and low-code platforms are giving public sector teams a new toolkit – one that helps improve outcomes quickly, build resilience and scale innovation over time.

These capabilities are already being used by local authorities and public bodies to streamline contact, automate services and respond more effectively to the communities they serve.