Policy Brief: Delivering accessible AI for everyone in public services

Abstract

Policy Context: The UK Government’s AI Opportunities Action Plan aims to accelerate AI adoption across public services to improve productivity and service delivery. Public bodies also have legal responsibilities to provide accessible digital services. As AI increasingly shapes how citizens access public services, current policy provides little guidance on ensuring AI-enabled services remain accessible and inclusive.

Key Findings: AI-enabled accessibility is most effective when it incorporates contextual human knowledge and recognises diverse user needs.

Policy Advice: As AI becomes increasingly embedded within public services, accessibility should be recognised as a core principle of AI governance. Accessibility guidance for AI-enabled public services should be updated, procurement and evaluation practices should be strengthened, and human-informed approaches to AI-enabled accessibility should be supported.