Integrating AI in public services, the EU way

The European Economic and Social Committee (EESC) has adopted an opinion that aims to safeguard citizens' fundamental rights in the midst of the implementation of AI technology in public services.

Artificial Intelligence (AI) is becoming more widespread in society and the digital transition has changed ways of working - including the organisation of work itself. These changes have a significant impact on society, the economy, production and work. Though the development of AI contains potential benefits, it nevertheless raises concerns about the effects it could have on employment levels and working conditions.

Public services are also impacted by this new technology and there are already several cases of public services in the EU using AI. Though AI offers (among others) the possibility to automate complex and repetitive processes and help make public services more accessible to citizens, generative and predictive AI algorithms may (if unchecked) lead to bias.

The EESC's approach

The EESC has adopted an opinion focusing on the use of AI in public services, providing a series of recommendations on how best to implement and integrate AI in this crucial sector, noting that this technology could "revolutionise the way public services are provided, offering innovative solutions for dealing more efficiently and more quickly with people's needs".

The opinion recommends upholding transparency in the decision-making processes surrounding the creation of algorithms and the importance of guaranteeing the human-in-command principle, keeping in mind that public services are provided by human beings, at their own pace and with their own requirements.

Public service employers should also ensure their workers are aware of the adoption of AI monitoring systems – especially for those working directly with these systems. This will help ensure there is transparency surrounding administrative activities involving AI: clear information surrounding the implementation of such systems is key to fostering trust regarding this new technology and its use.  

A European way of using AI

In January 2024, the European Commission defined a framework for the AI systems it is using and published a Regulation (AI Act) laying down harmonised rules on artificial intelligence. Meanwhile, the EESC recommended transparency in decision-making processes when developing algorithms - even before the adoption of the AI Act.

These legislative steps demonstrate that a European approach to using AI and digitalisation is emerging, namely one that strikes a balance between technological development on the one hand and safeguarding citizens' rights on the other. It is an approach that adopts a human-centric point of view and promotes dialogue with relevant civil society stakeholders (consumers' and patients' rights organisations, minorities' rights representatives, etc.).

The EESC opinion underlines the fact that, in order to develop a secure AI system that respects fundamental rights, a climate of trust must be fostered around the use of this new form of technology. Social dialogue and collective bargaining should play a crucial role in creating this climate and innovations adopted should be regularly monitored and supported by social partners.

Boosting skills and security

A recent OECD study has illustrated that, unlike previous technological advances, AI presents completely new features, meaning upgrading the skills of citizens and workers is crucial for society to successfully integrate this technological transition. Though the reliance on some skills based on more repetitive tasks may become less needed over time, new skills linked to developing and maintaining AI systems will become more important. The introduction of AI in public services will therefore have to be coupled with the creation of comprehensive training and upskilling plans.  

Public services manage a huge amount of data which may include sensitive information (such as individuals' health and legal data). In the EESC's view, the introduction of AI in this sector should therefore also be accompanied by reinforced levels of security in data acquisition, processing and storing. On top of this, public services should ensure they have the cybersecurity tools in place to prevent attacks and other data crimes.

To read the EESC's recommendations and conclusions in full, read the complete opinion.