In the contemporary digital era, the integration of advanced technologies is imperative for modern governance. Along with a societal shift, recent changes in the government put a spotlight on the power of new technologies to facilitate a more adaptable, responsive, and efficient state and public services. In an effort to examine both the opportunities and challenges presented by new technologies, the 2025 ACE and PCF Annual Conference on 26 February 2025 drew inspiration from the government’s emphasis on technology as a pivotal agent of change.
The conference provided actionable insights that to enable public bodies to harness new technologies for the delivery of smarter, more inclusive, and demonstrably more efficient services. ACE and PCF members – Chairs, CEOs, Executive and Non-executive teams of public bodies – discussed how new technologies can be leveraged by public bodies to enhance efficiency and productivity, improve decision-making and deliver public services that are inclusive and accessible.
With thanks to our speakers:
- Daniel Cameron, Research Director, Ipsos
- Jamie Douglas, Research manager, Ipsos
- Emily Middleton, Director General, Digital Centre Design, Department for Science, Innovation and Technology
- Glen Robinson, National Technology Officer, Microsoft UK
- John Edwards, Information Commissioner, Information Commissioner’s Office
- Anica Alvarez Nishio, Vice Chair of National Institute for Care Excellence’s Quality Standards Advisory Committee
- John Kirkpatrick, Chief Executive, Equalities and Human Rights Commission
- Dr Jonathan Bright, Head of AI for Public Services and Head of Online Safety, The Alan Turing Institute
- Peter Thompson, Chief Executive, Human Fertilisation and Embryology Authority
- James Greengrass, Senior Partner, Green Park
- Dr Colin Sullivan, Chief Executive, Human Tissue Authority
And our hosts and moderators:
- Keith Fraser, PCF Chair (moderator and host)
- Adrian Smith OBE, ACE Chair (moderator and host)
- Sally Cheshire CBE, Chair NHS Resolution, Cafcass, and PCF Management Committee Member
- Dyfed Alsop, CEO, Welsh Revenue Authority
- Elysia McCaffrey, ACE Board member, Chief Executive, Gangmasters & Labour Abuse Authority
- Sarah Smart, Chair, The Pensions Regulator
Event Summary
Opportunities and Challenges for the Digital Transformation of Government
The morning keynote came from Ipsos, one of the UK’s leading research companies, who are also partnering with ACE and PCF. Ipsos uses polling and policy evaluation to generate evidence to assist leaders in shaping and refining policy initiatives.
Trends and current challenges
Ipsos research underscores that the predominant issues currently confronting Britain encompass the economy, the NHS, and immigration, alongside a crisis of confidence in public services. The research indicates a demand for increase in the speed, accessibility, and integration of services. The desired reforms, which should not be confined to increased budgets, could encompass advancements through new technology, as suggested by Ipsos.
While there is a general openness to change among the population and the workforce, there is also considerable apprehension regarding technological advancements, particularly AI. Past experiences have demonstrated that successful technology adoption needs a thorough consideration of the contextual factors, the development of requisite skills, clearly defined outcomes, and effective communication and implementation strategies.
A digital vision for public services: Efficient and collaborative public service delivery and data-enabled decision-making
Emily Middleton spoke in her capacity as Director General, Digital Centre Design. She highlighted the UK government’s commitment to public service transformation and breaking down institutional siloes across public sector.
Emily Middleton, Director General, Digital Centre Design (DSIT) speaking at the ACE-PCF Annual Conference with Glen Robinson, National Technology Officer, Microsoft UK and Adrian Smith OBE, Chair of Association of Chief Executives.
Speaking on the State of Digital Government review, Emily highlighted that delivering essential digital services effectively, can produce outstanding results as seen during the Covid-19 pandemic. She also underlined the willingness of the government to redesign the system, allowing automation to simplify services with lower-cost digital channels, identifying unrealised productivity savings.
The government’s vision for digital transformation is outlined in the Modern Digital Government Blueprint, which aims to improve public sector efficiency and responsiveness, with a strong emphasis on digital leadership and responsible AI use. The Blueprint focuses on:
- Integrating public sector digital services for more connected citizen journeys.
- Harnessing AI for public good, emphasising trust, responsibility, and accountability.
- Elevating digital leadership within public sector.
- Reforming funding approaches to digital and technology, including by creating a digital commercial centre of excellence.
- Enhancing transparency and accountability through performance data and expert insights.
Sharing the digital vision for public services from the industry’s perspective, Glen Robinson, Microsoft UK, spoke on the need to learn from past technological transitions, highlighting the current ‘productivity crisis’, in which the public sector risks being left behind. Referring to the opportunities AI brings, especially with regards to the delegation of monotonous tasks, Glen addressed concerns around the automation of decision-making; he reflected on the necessity to keep human-in-the-loop in all relevant processes.
Balancing innovation and opportunity: how do public bodies contribute towards fostering innovation across government
Members engaged in a discussion chaired by Dyfed Alsop, CEO, Welsh Revenue Authority in conversation with:
- John Edwards, Information Commissioner, Information Commissioner’s Office
- Anica Alvarez Nishio, Vice Chair of National Institute for Care Excellence’s Quality Standards Advisory Committee
- John Kirkpatrick, Chief Executive, Equalities and Human Rights Commission
- Dr Jonathan Bright, Head of AI for Public Services and Head of Online Safety, The Alan Turing Institute
Keeping human in the loop
Reflecting on the public bodies’ mission to support innovation the panel of experts explored the risks presented by new technologies, considering how best to encourage their safe adoption.
Acknowledging that the use of technology can be very powerful, panellists drew attention to the need to keep the human-centric perspective to avoid bias and ensure effectiveness, finding opportunity areas for the deployment of technologies where most valuable to workers.
Referring to the legal framework applicable to AI and new technologies, the panel highlighted the importance of identifying and mitigating privacy and data risks. He spoke on the support and guidance organisations can receive when they embark on a path to embrace new technologies.
Members reflected on the importance of organisations focusing on serving individuals in their digital transition and on understanding the costs of using new technology. Exploring powerful use cases of data and technology and success stories, they acknowledged that with opportunity comes risk.
Future-ready: Developing a sustainable supply of expert digital talent, and workforce that will deliver on economic growth and public sector productivity
Members welcomed a discussion on strategies to understand the needs of the existing workforce in government, acquiring new talent and upskilling internally, chaired by Elysia McCaffrey, ACE Board member, Chief Executive, Gangmasters & Labour Abuse Authority in conversation with:
- Peter Thompson, Chief Executive, Human Fertilisation and Embryology Authority
- James Greengrass, Senior Partner, Green Park
Recognising that recruitment and retention at senior levels faces challenges, the panel emphasised the need for organisations to communicate a clear vision of their work to connect with candidates. On the premise that AI challenges and opportunities are not radically different from other IT and technology ones, the panel gave consideration to the fact that the public sector relies on external expertise whilst the internal staff may more often possess a better understanding of the data and desired outcomes. This reveals that addressing legacy issues is crucial and collaborative efforts across the public sector are essential for a sound digital transition.
Creating a Culture of Trust: Building the right culture for technology-driven public services based on collaboration and trust
Reflecting on insights drawn from the conference, members engaged in a discussion chaired by Sally Cheshire CBE, Chair NHS Resolution, Cafcass and Sarah Smart, Chair, The Pensions Regulator in conversation with:
- Dr Colin Sullivan, Chief Executive, Human Tissue Authority
- Jamie Douglas, Research manager, Ipsos
Focusing on strategies to establish the appropriate organisational culture and standards to foster the deployment of AI in the public sector, the discussion highlighted the need to foster cross-sector collaboration, engage with citizens with transparency and integrate ethical principles in everyday operations. Members engaged in a conversation on digital maturity and the need for clear strategic guidance from senior teams, for open discussions on the balance between opportunities and risks of new tech, and the importance of communication and culture.
What next?
This year’s conference has marked the end of another busy year for ACE and PCF and we have enjoyed having the support of a growing membership of public bodies.
To continue to grow and develop ACE and PCF, the Secretariat are keen to ensure that members are getting the most out of their membership experience and are supported with professional development, learning and networking opportunities that meet your changing needs.
Supported by Ipsos, the Secretariat will be running the annual membership survey during April. Please do take a few minutes to complete the survey and tell us what you think your strategic challenges are so the Secretariat can do our best to support you and your organisation.
ACE and PCF will continue to ensure we are reflecting the full diversity of today’s public service talent as speakers and hosts in the upcoming member programme. ACE and PCF are also committed to amplifying ACE and PCF member voices.
To see the programme for 2025/26, please click here.
If you have recommendations for new and inspiring voices, email ACE and PCF secretariat at secretariat@publicchairsforum.org.uk.