Public Services: Online Communications

Lord Markham Excerpts

Tuesday 2nd December 2025 Lords Chamber

[Lord Markham (Con)]

I am a big believer in the use of AI and digital communications to improve public services for everyone, in the NHS and elsewhere. At the same time, I am aware that groups with learning difficulties are in danger of being left behind. But the way to square the circle is to make sure that they are involved every step of the way in the design of services, whether analogue or digital, and to use things such as AI to have voice-activated conversations. The Netherlands ministry of health is probably the number one player in involving people with learning difficulties every step of the way. Can we make sure that we do the same with our services?

[Lord Leong (Lab)]

I thank the noble Lord for that. It is not only in the Netherlands but in other countries in Europe—for example, Estonia as well. Let us not forget that the UK Government are committed to ensuring that our adoption of AI across the public sector is ethical, safe and responsible. The Government Digital Service suite of responsible data and AI tools, such as the data and AI ethics framework, helps teams across government to build and display AI in the right way. Our ambition is really for AI to benefit working people directly by improving their health, care and education, as well as how citizens interact with the Government, while opening up new opportunities, as the noble Lord mentioned, rather than just threatening our traditional patterns of work.