AI for public services, organisation of work, more equal and inclusive societies

Background

The digital transition has changed ways of working and the organisation of work itself. Artificial Intelligence (AI) is becoming more widespread in society, with 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. The European Commission has recently defined a framework for the AI systems currently in use at the Commission and published a Regulation (AI Act) laying down harmonised rules on artificial intelligence, while the EESC had already recommended transparency in decision-making processes when developing algorithms, before the adoption of the AI Act.

This exploratory opinion requested by the European Commission aims to shed light on the impact of digitalisation and on the introduction of artificial intelligence in public services. It also assesses how AI and digitalisation can be used as a tool for improving the efficiency of public services and the organisation of public work, while taking into account work changes that could affect workers in public services. It also looks at how AI can contribute to more equal and inclusive societies

Key points

The EESC notes that:

• adopting digitalisation and AI (artificial intelligence) could revolutionise the way public services are provided, offering innovative solutions for dealing more efficiently and more quickly with people’s needs;
• AI can help make these services more accessible, in particular to the most vulnerable people in society;
• the possibility to automate complex and repetitive processes could increase efficiency while reducing workload for individual workers;
• however, care must be taken with the use of predictive and generative artificial intelligence algorithms – for example, to prevent bias – so that the systems used are fair and transparent, and safeguard the rights of all actors involved;
• the EESC recommends transparency in decision-making processes when developing algorithms and in the implementation of these technologies, also to guarantee the human-in-command principle. It should be borne in mind that these services are provided by human beings, at their own pace, in their own time and with their own requirements;
• public services must invest in cybersecurity tools, to prevent attacks and other data crimes;
• public service employers must make their workers aware of the adoption of AI monitoring systems. Information is crucial to creating trust;
• the integration of AI into public services should also be accompanied by a comprehensive training and upskilling plan;
• social dialogue and collective bargaining play a crucial role in fostering the transition to artificial intelligence. Also, a dialogue with relevant civil society stakeholders is needed to ensure that the introduction of AI in public services is inclusive and sustainable.

The text of the draft opinion can be found here.

Additional information

Section: Employment, Social Affairs and Citizenship (SOC)

Opinion number: SOC/790

Opinion type: Exploratory

Rapporteur: Giulia Barbucci

Date of adoption by section: 3/10/2024

Result of the vote: 49 in favour/5 against/20 abstentions

Date of adoption in plenary: xxxx – xxxx

Result of the vote:   in favour/ against/ abstentions

Contacts:

Press officer: Leonard Mallett

Tel.: 00 32 2 546 93 37

Email: Leonard.Mallett@eesc.europa.eu  

Administrator: Ana Dumitrache

Tel.: +32 2 546 81 31

Email: Ana.Dumitrache@eesc.europa.eu