Posted on: 14/03/2025

Thought Leadership

Remember when we first got mobile phones? That feeling of excitement mixed with confusion as we figured out how to use them?

By Heather Murray – CEO and Founder of AI for Non-Techies

That’s where many of us in local government are with AI right now, but on a much grander scale. We now know it’s not a fad. We understand that it will transform how we work. But we’re also hearing stories about biased results, dodgy data policies and fabricated facts, so it’s hard to know where to start.

Let’s begin by talking about using AI wisely and effectively in public service. I won’t be using technical terms – a big part of what I do is making it as accessible as possible.

The Promise (And It’s a Big One)

AI is like having your own energetic, enthusiastic assistant who never sleeps and is always ready for whatever task you assign. It can help with research, planning, analysing data, and even drafting initial content. Need to make sense of a complex policy document? AI can summarise it. Planning a community consultation? AI can suggest different formats and questions. Got a difficult conversation with a team member coming up? AI will help you rehearse it.

The Reality Check

After initial wariness, many public sector teams are rushing in headfirst, particularly with basic AI tools, thinking they’ve found the answer to stretched resources. “Write this report,” they’ll say. “Draft this response,” they’ll say. And it will. At first it seems brilliant – but with careful reading, it’s often generic content that lacks the human touch and local context that good public communication needs. More concerning, about 15% of the time, it can make things up – confidently stating incorrect procedures, statistics, and even nonexistent services or policies. If you’re not checking this, it’s far too easy to spread misinformation.

The Risks You Need to Know About

First, there’s data protection. These tools process what you tell them – and the more context you provide, the better they function and the stronger the responses. But it’s important to know, different tools have different data policies. Many (including all free options and some paid) use your inputs to feed back into their knowledge bank, meaning your sensitive council or resident information could potentially appear elsewhere.

Then there’s the question of who owns the content created using AI. It’s not straightforward. Again, it depends on the specific tool. Some services claim you own everything you create; others maintain certain rights. And even if you own the output, you might still accidentally include copyrighted material, creating compliance issues.

How to Build Windmills, Not Walls

• Choose Your Tools Carefully: If budget allows, consider the organisation-level AI options that offer better security and clearer rules for public sector use. Yes, they cost more, but they typically offer critical protection for sensitive information.
• Know Where AI Helps Most: AI is excellent for background research, first drafts, and making complex information clearer. But it’s a good assistant, not a replacement for human judgment and local knowledge.
• Always Check: Never trust AI-produced facts without verification. That “requirement” it mentioned? Confirm it. That “standard practice in other councils” it referenced? Check it with trusted sources.
• Be Open (But Practical): The debate around transparency continues. While some suggest we should always disclose AI usage, others note we don’t typically mention when we use spell-check or search engines. The key is to focus on the value you provide to residents.

Used properly, AI will definitely make your work more effective. I’ve tripled the size of my small business and get nearly 2000% ROI on the tools I use, and that’s just the beginning.

The councils that will benefit most from AI are those that understand both what it can and cannot do. They’re the ones using AI to enhance their human capabilities, not replace them.

The future of local government isn’t AI alone, but it isn’t just human either. It’s AI and human, working together thoughtfully and responsibly. It’s time to build windmills that harness this powerful wind of change, not walls that try to hold it back.

We are always keen on your views, please email our team at info@wmemployers.org.uk with any suggestions or feedback.