AI and automation emerge as key solutions to streamline operations and enhance productivity
New research from Appian (Nasdaq: APPN), in collaboration with Coforge (NSE: COFORGE), has revealed a significant strain on the UK public sector workforce due to inefficiencies in manual processes. Findings from the 2025 UK Public Sector Efficiency Survey indicate that public sector employees lose, on average, five hours per week to extra work or delays. With 6.12 million workers across the sector, this translates to a staggering 30.6 million lost hours every week.
The survey, which gathered insights from 1,000 UK public sector workers, found that 94% of respondents encounter process inefficiencies that hinder the effective delivery of citizen services. The primary challenges reported include:
- Repetitive and manual tasks that consume valuable working hours
- Reliance on multiple legacy systems, forcing workers to input or retrieve the same information across different platforms
- Insufficient training and support, preventing employees from optimising their workflows
Additionally, 91% of respondents reported that their organisations struggle to adapt processes in response to evolving service demands, citizen expectations, and government policies. These inefficiencies not only impact productivity but also delay the modernisation of public services.
AI and Automation: The Future of Public Sector Efficiency
Despite the challenges, the public sector workforce remains optimistic about the potential of AI and automation to enhance efficiency:
- Confidence in AI: 62% of respondents expressed some or high confidence in AI’s ability to improve operational efficiency. Back-office IT professionals were the most confident (71%), followed by those in citizen-facing roles (65%) and back-office business staff (57%).
- Automation benefits: 72% of workers believe automating repetitive tasks would simplify their roles and boost efficiency. Among those who already use workflow or process automation tools, 95% have reported positive outcomes.
Peter Corpe, Industry Leader for the UK Public Sector at Appian, highlighted the significance of modernising processes: “Every public service organisation relies on processes. When those processes are optimised, the quality of service delivery improves. With millions of hours at stake, eliminating inefficiencies through automation enables public sector employees to focus on strategic, value-driven work that directly impacts citizens.”
Coforge, a longstanding Appian partner, has witnessed the transformative potential of AI and automation in the public sector. John Speight, Coforge’s Chief Customer Success Officer, emphasised the tangible benefits of process automation: “Modern AI technologies are revolutionising government workflows. By partnering with Coforge, public sector organisations are reducing processing times from hours to minutes, generating substantial cost savings, and enhancing service outcomes.”
Government Pressures and the Drive for Digital Transformation
With the UK government setting a 2% productivity improvement target for all departments in its latest budget, adopting technology has become a necessity. A 2025 review by the UK Department for Science, Innovation and Technology (DSIT) estimates that the digitisation of public sector services could unlock over £45 billion in annual savings equivalent to 4-7% of total public sector expenditure. The report identifies process simplification and AI-driven automation as key strategies for achieving these cost reductions.
Corpe reaffirmed the government’s commitment to automation: “The question is no longer if AI will be implemented in the public sector, but when. Technology must become an integral part of process management.”
He further highlighted Appian’s leadership in the field: “No company is better equipped to integrate AI into enterprise processes than Appian. As a leader in process orchestration, automation, and intelligence, Appian leverages AI and secure enterprise data to improve service delivery. We’ve been driving process transformation in government for over 25 years.”
As AI adoption accelerates, the UK public sector stands at a critical turning point. Embracing digital transformation will not only alleviate the burden of inefficiencies but also ensure that public services remain agile, cost-effective, and citizen-focused.