Quality Data: A Barrier to AI Integration in Public Services


As the UK public sector strives to modernize service delivery, artificial intelligence (AI) is increasingly seen as a transformative force. From predictive analytics in social care to automated scheduling in local authority services, AI promises to unlock new levels of operational efficiency and citizen satisfaction. However, despite this promise, a persistent and foundational barrier stands in the way: data quality.

Without accurate, integrated, and accessible data, AI cannot function effectively. Public sector and public service organizations often operate within fragmented systems, outdated infrastructure, and rigid data silos, challenges that undermine the very efficiencies AI seeks to achieve. This article explores how poor data quality is inhibiting the digital transformation journey across local and central government, and how BookingLive’s secure digital booking platforms can help address the challenge by structuring citizen interactions into clean, actionable datasets.

 
We will be covering the following topics:


  • 1.The Data Dilemma in Public Sector AI Adoption

  • 2. Financial Implications of Data Quality Issues

  • 3. Strategic Initiatives to Enhance Data Quality

  • 4. Insights from the 2025 State of Digital Government Review

  • 5. The Path Forward: Building a Digital Foundation for AI


1. The Data Dilemma in Public Sector AI Adoption


AI technologies rely on a steady stream of high-quality, structured data to function, whether that’s learning citizen behavior patterns, predicting service demand, or automating administrative workflows. However, the public sector faces systemic barriers to achieving this.

According to the House of Commons Public Accounts Committee (2025), over 60% of public sector organizations struggle with data quality, and 70% cite a lack of in-house digital skills to analyze and manage this data. Many departments store data across disparate systems that do not speak to one another, leading to duplication, gaps, and inaccuracies.

Legacy systems are particularly problematic. Around 28% of central government IT infrastructure still relies on systems deemed "end-of-life." These not only hinder real-time data access but also increase the risk of security vulnerabilities and inflated maintenance costs. This is a crucial concern for local authorities seeking to implement AI-powered scheduling or appointment allocation solutions. For AI to generate impact in these contexts, it must be underpinned by a unified and trustworthy dataset, something BookingLive’s platforms help create by capturing structured, GDPR-compliant user interactions across services.

2. Financial Implications of Data Quality Issues


Data fragmentation and legacy IT don’t just stall digital progress, they’re financially unsustainable. Research from the Cabinet Office indicates that poor data quality and manual workflows could cost the UK public sector up to £45 billion annually in missed productivity and service inefficiencies.

For instance, paper-based forms are still used in over 500 services offered by the Department for Environment, Food and Rural Affairs (DEFRA), causing processing delays and high administrative overhead. In local councils, manual appointment scheduling often results in double bookings, no-shows, and poor resource allocation, costing both time and taxpayer money.

Digital platforms like BookingLive mitigate these costs by enabling real-time booking, cancellations, and integrations with CRM and workflow systems. This not only reduces operational friction but provides clean data streams for analysis, paving the way for smarter staffing, predictive service demand, and ultimately, AI-powered enhancements.

The ROI on these systems is tangible. Councils that have implemented BookingLive have seen reductions in admin overhead of up to 40%, alongside improved citizen satisfaction and compliance with digital transformation mandates.

3. Strategic Initiatives to Enhance Data Quality


Recognizing the urgent need for reform, the UK government has launched several frameworks and initiatives:

  • AI Opportunities Action Plan (2025): This strategic plan outlines a safe, structured approach to AI adoption. It emphasizes that data infrastructure must be modernized to enable ethical and effective AI use. Booking systems are a foundational layer in this transformation, acting as both data generators and public-facing engagement tools.

  • The Data Ethics Framework: Developed by the Cabinet Office, this guides how data should be collected, stored, and analyzed in a way that is ethical, secure, and inclusive. BookingLive supports this by offering configurable user journeys that prioritize transparency, accessibility, and GDPR compliance.

  • The Government AI Playbook: This operational guide helps departments evaluate and implement AI responsibly. It highlights the need to “start small and scale,” a strategy well-aligned with modular booking systems like BookingLive, which can be piloted for one service (e.g., recycling centre access) and expanded to others (e.g., licensing, consultations, registrations).


Together, these initiatives are pushing the public sector toward an interoperable, insight-driven future. However, success depends on execution, and that starts with solving foundational data quality challenges.

4. Insights from the 2025 State of Digital Government Review


The 2025 State of Digital Government Review provides a comprehensive assessment of the UK's digital landscape. Key findings include: 25% of government services are outdated. 47% of central government services are not digitized. Only 2% of local government staff are in digital and data roles, compared to 6% in central government and 8–12% in the private sector. 55% of the £26 billion annual digital and data spend goes to external contractors.


This review underscores the strategic importance of modernizing citizen-facing systems. High-volume workflows like appointments, registrations, and permits are prime candidates for digital transformation. With BookingLive, authorities can rapidly digitize these services, capture structured data, and gain insights that inform smarter decision-making.


Our proven impact with councils like Charnwood Borough Council, Cambridgeshire County Council, and Bristol City Council demonstrates how local governments can begin solving complex data and access problems with straightforward booking solutions.



5. The Path Forward: Building a Digital Foundation for AI


To capitalize on the potential of AI and drive sustainable digital transformation, public sector bodies must prioritize a foundational shift in how they manage and structure data. This means more than simply adopting new tools, it requires a cultural and structural shift toward data as an asset.



Here’s how local authorities can move forward:


  • Invest in Digital Booking Infrastructure: Cloud-based platforms like BookingLive enable secure, scalable citizen engagement while capturing critical service-level data at the point of interaction.

  • Centralize and Standardize Data: Integrate booking data with CRM and analytics platforms to break down departmental silos and enable actionable insights across services.

  • Train and Upskill Teams: Equip staff with digital and data skills through training programs, secondments, and knowledge-sharing networks to reduce reliance on external contractors.

  • Embrace Modular AI Applications: Start with narrow use cases, like automating booking confirmations or demand prediction, and build confidence and capabilities before scaling AI usage.


By addressing data quality through digitization and smart infrastructure like BookingLive, public sector organizations will be better positioned to deploy AI in a way that is responsible, cost-effective, and citizen-centered.


AI cannot solve the public sector’s challenges unless it's built on clean, reliable, and accessible data. As local authorities face mounting pressure to modernize while managing constrained budgets, investing in digital booking infrastructure represents a practical, high-impact starting point.

 

Next Steps: Building the Data Foundations for Smarter Public Services


Digital transformation isn’t just about adopting AI, it starts with getting the basics right. High-quality, actionable data is the foundation for everything from smarter scheduling to predictive service planning. That’s why local authorities must begin with citizen-facing systems that streamline service access and generate clean, structured data, like BookingLive’s digital booking platform.


By digitizing high-volume services such as appointments, registrations, and licensing, councils can reduce admin costs, eliminate data duplication, and deliver better outcomes for residents. BookingLive’s work with forward-thinking authorities like Charnwood Borough Council, Cambridgeshire County Council, and Bristol City Council shows how structured booking data powers wider transformation, reducing operational burdens while creating the data clarity AI needs.


Whether you’re preparing for AI integration, struggling with legacy systems, or simply aiming to modernize citizen services, BookingLive can help you take the next step. Our secure, scalable booking solutions are designed for the public sector, with full compliance, rich analytics, and integrations to support a future-ready government.



Explore how BookingLive can help your local authority unlock clean data and accelerate digital transformation.


📧 Contact: sales@bookinglive.com
📅 Book a discovery session: Schedule a meeting
📞 Call: +44 (0)117 933 8632


Let’s build the foundations for smarter, data-driven public services, starting today.