AI: taking over or helping out?

What is artificial intelligence?

Artificial intelligence (AI) is a field of technology that allows computers to learn and solve problems in ways that can seem human-like. These systems can process vast amounts of data, identify patterns, and follow complex instructions about what to do with that information. The technology is developing at breakneck speed and is already beginning to transform the world around us. Organisations of all kinds – including many UNISON employers – are increasingly turning to AI systems to solve problems and improve their operations.

Is it already used in public services?

Yes – and more extensively than you might think. The Department for Science, Innovation and Technology recently announced that civil servants will soon access AI-powered tools nicknamed ‘Humphrey’. Many local authorities up and down the country are adopting Microsoft Copilot, and AI is being integrated across the numerous NHS systems. This trend will only accelerate.

The government has put AI at the heart of its public service reform plans, pledging over £2 billion for NHS technology and digital transformation in the 2024 autumn budget. Their new AI Opportunities Plan and ‘blueprint for digital government’ signal a fundamental shift in how public services will operate. Simply put, AI is going to be increasingly prevalent in all areas of the public sector, making it vital that UNISON members and reps are involved in shaping how it’s used in their workplaces.

What could AI mean for the future of public services?

That depends entirely on how it’s deployed. If used in a responsible, ethical way that prioritises people’s needs and values – an approach called ‘human-centred AI’ – it could improve public services for both workers and users. However, if AI is implemented poorly, driven primarily by budget cuts and productivity targets, it could lead to increased workplace surveillance, unfair performance management, and the erosion of job quality. The difference lies in whether workers have real influence over how these technologies are designed, procured and implemented in the workplace.

Is my job at risk?

While dramatic news headlines often focus on ‘the rise of robots’ and mass job losses, complete automation is very unlikely for most public service roles, especially in the short to medium term. The real change for most workers will be job augmentation – where technology changes the nature of your work rather than replacing it entirely. For example, AI might handle routine administrative tasks, changing the balance of what you do day-to-day.

The challenge and opportunity for UNISON is to ensure that any such changes enhance job quality, reduce workload pressures and allow members to focus on the more rewarding aspects of their work – rather than simply being used to cut costs or intensify work.

Is my data at risk?

Worker data privacy and security should be fundamental to any AI system used at work. However, many AI systems collect substantial amounts of personal information, often in ways that aren’t transparent. Workers have the right to know what data is being collected, how it’s being used and who has access to it. UNISON’s guidance can help your branch navigate these issues and successfully negotiate protections.

Will I know if AI is involved in my work life?

Not necessarily – and that’s a problem. UNISON believes that no new AI tool should be introduced to a workplace without meaningful trade union and worker consultation. However, these systems are often implemented without any union engagement, sometimes without even notifying workers of AI use. This lack of transparency is why it’s crucial for branches to proactively approach employers about new technology, ensuring all AI tools are subject to proper scrutiny and consultation.

How quickly could things change with AI?

The honest answer is that we don’t know. The technology is developing rapidly, but almost everything about its impact remains theoretical and unproven. What we do know is that the time to get involved is now. By the time the impacts of AI become obvious, it may be too late to shape how it’s being used. This is why UNISON is working to be part of the change from the beginning: by negotiating at all levels, from workplace agreements to government lobbying on AI regulation, we can ensure that technological change is handled responsibly and benefits everyone.

Should I discourage my children from working in public services because of AI?

Absolutely not. Public services are, and will always be, an incredible and worthwhile place to work. AI is very unlikely to change that fundamental truth – and it’s UNISON’s job to make sure it doesn’t. In fact, if properly implemented, new technologies could make public services even better workplaces, by alleviating administrative burdens and staff shortages, freeing up time for the meaningful human aspects of the work. But this positive future won’t happen automatically. It requires unions like UNISON to fight for AI to be implemented in ways that enhance rather than undermine working lives.

What about AI for diagnosing diseases – is the government investing in this?

Yes, the government is backing diagnostic AI and accelerating its rollout across the NHS. While this presents exciting possibilities for improving healthcare outcomes, it’s essential that these systems support rather than replace healthcare professionals’ expertise. UNISON is working to ensure that diagnostic AI augments rather than replaces the skills and judgment of healthcare workers, and that implementation involves proper consultation with the professionals who will work alongside these systems.

Is there anything to fear about AI?

The greatest risk isn’t the technology itself, but how it’s developed and used. If driven solely by commercial interests and cost-cutting agendas, we risk missing the opportunity to use these powerful tools to genuinely improve working lives and public services. We shouldn’t fear robots taking our jobs, but without proper consultation and negotiation, AI could be used to intensify work, increase surveillance and erode job quality.

Perhaps the most significant risk is that workers and their representatives remain passive in the face of these changes. History shows that technological advances will concentrate inequality and serve exploitative business models, unless concerted efforts are made to ensure that innovation is directed towards social good and that the rewards are shared equitably. UNISON and other trade unions have a crucial role to play in ensuring that the AI revolution works for everyone, not just a privileged few.

How is UNISON dealing with AI?

UNISON is building a comprehensive approach to AI in the workplace. We’ve developed detailed bargaining guidance for branches and are creating additional tools and resources to support members. We’re working closely with the TUC and other unions to develop coordinated responses to workplace technology issues, while also engaging with policymakers to shape AI regulation that protects workers’ interests. Most importantly, we’re listening to members’ experiences and concerns to ensure our approach is grounded in the real-world impacts of these technologies on public service workers.

Kate Jones is a UNISON assistant policy officer, and lead officer for technology, digitalisation and AI.