People-First AI: How AI Can Humanise HR Services in the Public Sector

Reimagine HR with the power of ethical, human-centred AI provided by IBM

What if instead of threatening human connection, AI could create space for it? Rising demand, funding pressures, and workforce challenges are creating unprecedented strain on public sector people services. Yet within this crisis lies an opportunity. AI has the potential to reimagine how HR services operate, not by replacing human connection, but by enhancing it.

For people professionals, there’s a real opportunity to address persistent problems using technology. It promises to drive efficiency, enhance staff experience and free up time for the more rewarding and human aspects of the role. The debate has moved beyond whether AI will reshape HR services. Forward-thinking leaders are looking at how they can harness technology responsibly to create more human-centred workplaces.

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Workplace Challenges

Public sector HR managers face several complex challenges:

• Productivity pressures: Teams are being asked to do more with less. Driving efficiency is essential to close the productivity gap.
• New ways of working: Leaders must maintain team cohesion and performance culture amid the rise of hybrid and flexible working.
• The administrative burden: Teams are held back from the strategic parts of their role because their time is consumed by routine tasks, like dealing with queries.

The AI Opportunity

Leaders are looking to AI to help address these challenges. Yet its true value goes beyond automating processes. It has the potential to transform the employee experience while freeing HR professionals to focus on high-value work. AI enables a shift from working harder to working smarter.

Transforming HR Through Augmentation

In people services, the most powerful application of AI is augmentation. It’s about harnessing technology in line with the core values of HR – supporting people and enabling great work. In this context, it offers several benefits:

Saving time: Instead of replacing human judgement, AI is best used to handle administrative tasks that would otherwise consume time and energy. Automating routine processes like leave requests reduces the administrative burden while improving overall efficiency across the organisation.

Enhancing experiences: Using AI capabilities to surface informationremoves friction from everyday work, allowing staff to quickly access information without lengthy searches through policies. Both HR professionals and employees benefit from smoother, more responsive interactions.

Augmenting capabilities: By handling routine tasks, AI allows HR teams to shift from reactive firefighting to proactive, strategic work that requires human insight and creativity. Staff are freed up to focus on complex employee relations and strategic workforce planning.

The Human Factor

Implementing AI requires a cultural change. HR leaders are best placed to help address concerns and bring people along on the journey. The key is reframing the relationship between humans and technology. Rather than viewing AI as a replacement for staff, leaders should position it as an augmentation tool that enhances human capabilities. This approach keeps humans in the loop while leveraging AI’s strengths in processing routine queries and information.

Leaders can build trust through familiarity and a clear demonstration of benefits. As more teams experiment with AI tools, misconceptions give way to a practical understanding of how these technologies can elevate everyday work experiences.

Practical Implementation: Virtual Assistants

If you’re in the early stages of your AI journey, HR Virtual Assistants offer a practical starting point. These tools handle routine queries about parking, pensions, annual leave, policy access, and mandatory training, freeing HR staff to focus on more complex, human-centred work.

It’s a win-win for HR and the wider organisation. People professionals enjoy improved job satisfaction thanks to working on more meaningful tasks. Organisations gain 24/7 availability for employee queries, accelerated response times, and enhanced customer service.

The Humanising Effect of Technology

There’s a paradox at the heart of AI. Technology’s greatest contribution is supporting services to be more human. By lifting the administrative burden, AI creates space for the relational aspects of HR work that underpin people-centred services.

This transformation goes beyond process improvement. It’s about reimagining what HR can be when freed from routine tasks. Instead of spending time on information retrieval, HR professionals can support career development, address complex workplace issues, and create a supportive culture that attracts and retains talent.

Visionary public sector organisations will use AI to enhance human capability and create more responsive, people-centred workplaces that better serve both staff and citizens.

Looking Forward

AI represents a transformative opportunity for public sector HR leaders facing unprecedented challenges. Virtual assistants and similar technologies offer practical starting points that deliver immediate benefits while building organisational confidence in AI capabilities.

Focusing on augmentation rather than replacement is key. Leaders who embrace this approach can create more efficient, responsive, and ultimately human workplaces that better serve both employees and the public.

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Read the full whitepaper for a deep dive into how HR leaders can harness AI to elevate experiences while driving productivity.