Using artificial intelligence (AI) in services
Source: gov.uk (2025-09-23)

Guidance on using AI in public sector services, including when and when not to use it, considerations and where to find more information.

If you use AI technology in your service, you must do so in ways that:
- are safe for users and protect their data
- are as environmentally sustainable (https://www.gov.uk/service-manual/design/environmentally-sustainable-services) as possible
- keep your service secure
Services using AI need to meet the same standards (https://www.gov.uk/service-manual/service-standard) as services using other technology.

Read more about using AI in the public sector (https://ai.gov.uk/knowledge-hub/).

AI and the alpha phase

Use the alpha phase (https://www.gov.uk/service-manual/agile-delivery/how-the-alpha-phase-works) to test different solutions. This might include experimenting with emerging technologies like AI.

You should find a solution and choose technology (https://www.gov.uk/service-manual/technology/choosing-technology-an-introduction) that best meet user needs and solve the problem you’ve identified. More established technologies might solve the problem better than AI.

Only use AI technology if there’s an evidenced user need for it.

Read about using commercial-off-the-shelf products in services (https://www.gov.uk/service-manual/technology/commercial-off-the-shelf-products-and-services).

Tell users when AI is being used

Users do not always need to know what technology or software is used in a service to be able to access it.

However, if you use AI in your service, you must make it clear to users how this might affect:
- their data
- the outcome or information they receive from the service
If you use an AI-powered chatbot, you must make sure users:
- understand that the answers they receive do not come from a human and might not be accurate
- know how to contact a human being
Make sure your service is accurate

Your service and related guidance must be accurate and meet user needs, as explained in the GOV.UK proposition (https://www.gov.uk/government/publications/govuk-proposition/govuk-proposition). This includes information provided by AI.

You must make sure that users:
- receive accurate information
- are protected from bias
Your service owner must understand the technology being used, the risks of using it and how to mitigate these.

Someone on your team must be able to explain your service’s use of AI.

Involve cyber security professionals

Emerging technologies can introduce new security risks. You must consult a security professional (https://www.gov.uk/government/publications/the-government-security-profession-career-framework) to make sure that:
- users’ data is protected
- your service stays secure
Read about security policy, standards and guidance (https://www.security.gov.uk/policy-and-guidance/).

Monitor and iterate continuously

Emerging technologies are likely to change frequently. This means it’s particularly important to keep monitoring and iterating (https://www.gov.uk/service-manual/service-standard/point-8-iterate-and-improve-frequently) services that use AI technology throughout their lifecycle.

You should be prepared to stop using AI technology in your service if needed.