Artificial intelligence (AI)
UNISON is working to ensure AI and digitalisation is developed with strong regulations and worker consultation to benefit workers and public services
What is happening
Artificial intelligence (AI) is transforming the world around us, our workplaces and the public services UNISON members deliver.
AI could free workers from repetitive and mundane tasks to do more meaningful aspects of work, to make work safer and more accessible and to improve services delivered to the public.
But without proper safeguards and worker involvement, AI risks displacing jobs, changing job roles, increasing worker surveillance, discrimination and unfair treatment, work intensification and loss of privacy and data security. And in public sector workplaces, AI poses a risk to the public services and the people who use them.
Yet, policymakers are turning to AI to help solve challenges in public sector funding, productivity, and staffing levels.
According to a 2024 report:
- Nearly half of public sector professionals are aware of generative AI usage in their area of work.
- Central government departments are increasingly using AI-powered tools for policy analysis, pattern recognition in large datasets, and citizen services.
- Local authorities are adopting tools like Microsoft Copilot, using chatbots for initial citizen inquiries, and data analytics to predict service needs.
- The NHS is developing AI diagnostic tools to improve diagnosis speed and accuracy, while using automation to streamline administrative processes and manage patient flow.
AI in public services
While AI offers potential benefits, it also presents significant risks when deployed in public services.
Automated decision-making that affects people using services When AI makes or assists with decisions that affect service users, particularly vulnerable individuals, any errors or biases can have serious consequences. For example, flawed algorithmic assessments of needs could lead to inappropriate care packages or resource allocation.
Inaccuracies and bias AI systems can produce incorrect outputs, sometimes called “hallucinations”. They can also perpetuate any bias that exists in the data used to train it, potentially leading to discriminatory outcomes in service delivery.
Lack of transparency Many AI systems make decisions that are difficult to understand or challenge. This lack of transparency is particularly problematic in public services, where accountability is essential.
Data privacy concerns AI systems require vast amounts of data to function effectively. In public services, this often means sensitive personal information about citizens, putting their data security and privacy at risk.
Impact on service quality and jobs Without proper planning and worker involvement, AI implementation may negatively affect both service quality and working conditions. Workers may face increased job insecurity, intensified workloads, or a loss of autonomy and discretion.
Ethical and environmental implications AI requires a huge amount of power to operate, with environmental consequences. It also presents ethical problems such as copyright and intellectual property concerns. Its development is also associated with unfair and exploitative labour practices, often in the Global South.
Why AI is a UNISON issue
AI adoption is being enthusiastically promoted across the public sector, often driven by a desire to address substantial budget pressures, improve efficiency and transform service delivery.
However, UNISON is concerned that this approach may prioritise cost-cutting over genuine service improvement, and that AI solutions may be introduced without sufficient risk assessment or evidence of their effectiveness.
What UNISON is doing
AI is a rapidly developing area of policy within the union and in the rest of the world. UNISON will continue to build more resources to protect and support members as AI develops. Our approach is guided by the core principles:
- Workers must be at the centre of decisions about AI and new technology in the workplace.
- AI should be used to augment and support workers, not replace or control them.
- Strong regulation is needed to protect workers from the risks of AI.
- Transparency, fairness, and meaningful consultation are essential when introducing new technologies.
- The benefits from increased productivity through AI should be shared with workers.
Workers should have ongoing input into how AI systems operate in public services. This should include:
- Formal involvement of public service workers and unions at all stages of AI system design and deployment.
- Regular review and assessment of systems with public service worker participation.
- Clear lines of accountability for AI systems and their outputs in public service delivery.
Strong guardrails are needed to ensure AI is implemented responsibly in our public services. We need:
- Employment legislation to protect public service workers from the potential harms of algorithmic decision-making.
- Properly resourced public sector regulators with the capacity to effectively oversee AI systems.
- Strict ethical, environmental and transparency conditions for companies providing AI to local authorities, the NHS, schools, and other public services.
Public service workers need protection and control over how their data is used in AI systems. UNISON is asking for:
- Mandatory disclosure to public service workers about what data is being collected in their workplace.
- The right for public sector staff to access their personal data and any inferences drawn from it.
- Protection against excessive surveillance and monitoring in public service environments.
- Joint control and access to data generated in public services.
Full visibility is critical for building trust in how AI is used across public services. We need:
- Mandatory reporting of AI use across all levels of government and public services.
- Public sector procurement standards that include joint access to data and full contract transparency.
• • Published environmental and equality impact assessments of AI services implemented in the public sector.
Workers should have ongoing input into how AI systems operate in public services. This should include:
- Formal involvement of public service workers and unions at all stages of AI system design and deployment.
- Regular review and assessment of systems with public service worker participation.
- Clear lines of accountability for AI systems and their outputs in public service delivery.
Public service workers need the skills to work confidently with AI systems. UNISON is asking for:
- Training for all public service employees who interact with AI so they can use tools effectively and critically evaluate outputs.
- Education for public sector managers and decision-makers in AI principles to enable responsible procurement.
- Mandatory people plans when introducing new technologies in public services, with investment in worker development.
- Economy-wide programmes to support public service workers in adapting to technological change.
Public sector organisations need resources and guidance to implement AI responsibly. UNISON is asking for:
- Guidance and frameworks from central government to support all levels of public services.
- Collaborative knowledge-sharing between public sector organisations.
- Resources for smaller public bodies to develop AI expertise.
Learn more about AI and get help
Understanding AI
Impact of AI on work
AI and workers rights
Become a member today
Join over 1.3 million members committed to fairness, safety and equality at work.
Get advice, support and help when you need it at work.
Invite a friend to join
Talk to your colleagues about joining a community of over 1.3 million members committed to fairness, safety and equality at work.
Together we're stronger.