Whose AI is it anyway? What residents expect of AI in public services - and what we must do next

Theme: Public engagement | AI

This session shares what Essex County Council learned about the emotional, ethical and practical expectations people have of AI, and how involving them meaningfully can shape safer, fairer and more effective services.

Drawing on inclusive, mixed‑methods research with Essex residents, the session explores how people view AI as both an opportunity and a risk in public services. We’ll look at what residents told the council about fairness, transparency, autonomy and trust, and the ways in which poorly considered AI can quickly damage public confidence. 

Building on wider conversations about responsible AI in government, you’ll see how resident insight is shaping the council’s approach to ethics, policy and service design - and why opening up AI decision‑making beyond a small group of experts is essential for the public good.

Participant takeaways:

• how to get a seat at the table even when you’re not an ‘AI expert’
• that residents expect AI to increase their autonomy in their interactions with public services
• practical methods for involving residents early in emerging tech design
• ways to surface and challenge hidden assumptions inside public sector teams
• examples of how public engagement can directly shape policy, strategy and guardrails