Commenting on the UK Government’s results from its trial of AI usage with 20,000 civil servants Jamie Snaddon, EMEA MD at 8x8 Inc. believes it shows that AI is the way forward for transforming engagement with citizens.

The findings show the use of AI across the civil service can support the government’s Plan for Change by driving innovation, fostering economic growth, and modernising how public services operate.

Snaddon said: “The numbers presented make the overwhelming case for AI being part of government tools. It’s no longer a case of thinking about AI as a tool for the future. It’s in the present - and talking of present, using it now will provide a significant benefit to overworked civil servants.

"The trial suggests that civil servants could reclaim some working time through AI support. Looking at the government data and considering that there is 548,000 civil servants nationwide, this could translate to over a million hours saved per year. In terms of workload, that's the same as adding 21,000 extra full time employees - effectively easing the burden on a stretched workforce."

“The key message here is that we aren’t talking about redundancies or reducing workforces. It’s not about replacing civil servants. It’s about augmenting them—enabling the people at the heart of government to deliver better outcomes, not more admin. AI is reducing time wasted on repetitive tasks and enables departments to provide better citizen experiences across digital and voice channels, 24/7, in any language. And in emergencies, that matters more than ever.

“The civil service and government have a choice here: continue operating under pressure with outdated processes - or seize the AI opportunity to build a smarter, more responsive government. The future of public service isn’t about tools. It’s about outcomes. AI is how we get there.”

“And we need to move on from AI discussions. There’s been a lot of talk in the UK and a lack of delivery. We’ve spent too long debating if AI is coming. It’s already here—and the real question is: who’s using it well? Civil service organisations must move beyond pilots and into production, focusing on scalable, outcome-driven deployments. This report shows that it can and does work, so let’s get to work”

Speaking at SXSW London this week, UK Government Technology Secretary Peter Kyle said: “These findings show that AI isn’t just a future promise – it’s a present reality. Whether it’s helping draft documents, preparing lesson plans, or cutting down on routine admin, AI tools are saving civil servants time every day. That means we can focus more on delivering faster, more personalised support where it really counts.”