5. What assessment has been made of the impact of automation on the delivery of public services? OAQ51365

There are significant opportunities for digital to support service transformation in the public services in Wales. Consideration of digital or automated solutions should be built into the development of new policies or services.

Thank you, Cabinet Secretary, and can I welcome you to your new role? The most recent Public Policy Institute for Wales report for the Welsh Government predicts that a third of Welsh jobs are projected to be impacted by automation, but would the Cabinet Secretary agree that automation isn't something to try and halt; it's something to try and harness? These advances in technology present opportunities for public sector innovation and improvements in service delivery, freeing up people from routine tasks to deliver better public services. But, of course, there are private sector companies trying to tout it as a way of cutting jobs. So, to avoid hard-pressed councils from taking an ad hoc approach, would the Cabinet Secretary agree that a strategic approach is needed? And will he commit to a review of how local authorities can be supported to use automation for the improvement of public services and ensure they are equipped to meet the challenges ahead?

Can I say, Presiding Officer, I'm very happy to do that? I'm very happy to look at how our public services can deliver through digital and ensure that those opportunities are maximised. I'd be very happy to continue the conversation with the Member if he has ideas on how that might be achieved. I know he interviewed the Permanent Secretary on this matter in the Public Accounts Committee last month, and I hope that she was able to assure him, alongside the chief digital officer of the Welsh Government, Caren Fullerton, that the Welsh Government is and has a delivery plan on this matter for public services within our remit. But, clearly, if local authorities and— . Local authorities will be delivering services that they are responsible for, and if the Member wishes to continue the conversation on that matter, I'd be very happy to continue that with the Member concerned. 

Cabinet Secretary, it's clear that automation is going to extend to the professional classes as well, such as doctors and many working in the health sector, but also others giving professional advice, and advice through local authorities and the civic sector in general. I think what's important is that much of this will offer a great way to complement those services, basically allowing people to have more time with the professionals they interface with, and for those professionals to put the information—the diagnostic information, for instance—that they're getting from artificial intelligence into a context, and then the follow-up work and ensuring the well-being of that person is foremost in whatever service they're getting. So, I'm not sure it's going to devastate job prospects for everyone, but it will need new protocols and very careful training in how to use this new technology, and that's something, if we want efficient public service, we must be very much aware of.

I very much agree with the Member's observations. I will say that I see digital opportunities as a means of extending, deepening and broadening the opportunities we have to serve the public and to enable the public to access services more easily than is possible at present. I would urge all service providers to look at how they can positively and proactively approach service delivery to ensure that we expand the digital services currently available, but do so in a way that doesn't exclude those who are unable to access such services.