Where AI is succeeding, stalling, and why process matters
Insights from 1,000 public sector workers and 1,000 citizens in the UK
While ambition for artificial intelligence is at an all-time high, the distance between strategy and delivery is widening. With 45% of AI initiatives operating as bolt-on experiments or standalone tools alongside a widespread capability gap, public sector workers and citizens are calling for a foundational shift.
This report enables leaders to identify the critical gaps in trust, capability, and delivery required to bridge the implementation divide and deliver measurable public value.
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Why read the report?
To understand the friction points of AI adoption, Appian commissioned independent research involving 1,000 public sector workers and 1,000 UK citizens. The findings reveal that while optimism remains high among senior leaders, the foundations for deployment are under intense pressure.
Download the report to explore the key takeaways:
The consensus on process: 55% of public servants and 56% of citizens agree that "fixing basic processes" must be the priority before introducing new technology.
The capability gap: Nearly 9 in 10 public sector workers (88.9%) admit their organisation is not fully able to leverage AI today.
- The trust deficit: Only 39% of citizens trust central government to use AI responsibly, trailing behind the NHS and private sector retailers.
- The integration problem: 45% of government AI applications are implemented as bolt-on experiments or standalone tools rather than being embedded into core workflows.
Turning AI into measurable results
Research indicates that 95% of AI initiatives fail to provide value. It's not the technology itself that's the issue---initiatives fail when AI is applied in isolation. AI delivers real value only when it's embedded in processes that give it purpose, context, and oversight.
To move from experimentation to true return on investment, AI must be anchored to a process that provides:
How leading government organizations enhance process efficiency, innovation, and service delivery with Appian
Appian is the leading platform for process orchestration, automation, and intelligence
Appian helps government:
Reduce effort with automation and AI
Appian AI is ideal for manual tasks, doing those faster and more accurately. It can generate documents, extract unstructured data from forms, summarise content, find answers, and automatically file documents in the right folders.
Combat fraud
Fraud and misuse of funds drain billions of pounds from
government programs each year. Appian process intelligence uses AI to detect anomalies and identify areas of risk. By providing real-time insights, Appian helps reduce losses and conduct audits with ease.
Speed up decision-making
Appian’s intuitive interface and AI-powered insights give decision-makers the information they need, when they need it. When departmental leaders can see all their data in one place, they respond faster and more effectively to change.
Stay compliant
Process automation ensures regulatory compliance by flagging inconsistencies, tracking approvals, and documenting every action for a complete audit trail.
Common Appian government use cases
Licensing and regulatory case management
Manage applications, renewals, and compliance for various licenses and permits, ensuring regulatory standards are met.
Grants and funding management
Oversee grant funding from application to closeout, ensuring that funds are used effectively and according to regulations.
Investigations
Define and automate case management processes for data collection, analysis, case routing, and closeout.
Compliance and enforcement
Handle investigations, inspections, and enforcement actions to ensure adherence to laws and regulations.
Dispute resolution
Facilitating the resolution of disputes, grievances, or complaints between citizens and government or between different parties within the public sector.
Be part of the process
Join the world’s leading organizations using Appian process orchestration.
