AI and the next chapter of Ireland’s public service

It will be written by the character of those who govern it and not AI

Ireland’s public sector is often criticised for bureaucracy and inefficiency, but much of this stems from outdated systems, not people.

What does artificial intelligence mean for Ireland’s public sector and, more importantly, the people it serves?

If Ireland approaches AI thoughtfully, it can build a Responsible State – one that harnesses data-driven intelligence without losing its human heart.

Much debate has focused on automation and the risk of job losses at Ireland’s largest employer, but that’s only part of the story. For the government, AI offers an opportunity to empower civil servants to focus on what matters most: better decisions, improved outcomes, and genuine public trust.

Realising this potential depends on responsible AI leadership – leaders who balance innovation with accountability, efficiency with ethics, and who invest in the systems, people and skills to make AI work for everyone.

Ireland’s public sector is often criticised for bureaucracy and inefficiency, but much of this stems from outdated systems, not people. Civil servants spend hours on repetitive tasks – verifying forms, re-entering data, and reconciling records across incompatible systems.

Used thoughtfully, AI can handle routine tasks, allowing staff to focus on policy design, oversight, and citizen engagement. Automation helps civil servants better connect with citizens, anticipate needs, and achieve improved results.

The Revenue Commissioners’ early use of analytics and automation improved compliance while freeing staff for complex investigations. Similarly, the HSE is exploring AI in diagnostic imaging to speed up interpretation while ensuring doctors retain the final say.

These are not stories of job loss but of smarter work. Imagine a case officer in the Department of Social Protection who spends hours reconciling benefits data. An AI system could automate most of that workload, flagging only anomalies for review. The officer’s role evolves from routine data entry to analysis, strategy, and impact.

AI can also reveal patterns that humans might miss — regional disparities in service delivery, early signals of fraud, or indicators of policy impact. Its promise lies in making the public sector more anticipatory, data-driven, and continuously learning.

Others already show what’s possible when AI is applied thoughtfully. In Estonia, AI anticipates citizens’ needs – from checking eligibility for benefits to sending renewal reminders.

Ireland has many of the right ingredients – a strong data science ecosystem, a digitally savvy workforce, and ethical frameworks aligned with EU standards. What’s missing is coordination: a national framework for responsible AI in government, backed by leadership, investment, and accountability.

AI systems reflect the fairness of their data and design. Without transparency, they may embed biases in areas like housing, healthcare, and social protection. The EU AI Act, effective in 2026, introduces strict rules for AI, requiring ethics boards, audits, and human oversight. Civil servants will need training to understand how algorithms affect policy and resource distribution.

But the real challenge is leadership – having people who can govern AI with confidence, judgment, and integrity who grasp its moral and societal implications. Responsible AI leadership isn’t about coding; it’s about courage, accountability, and values.

The foundations are clear: a coherent cross-departmental AI strategy; ethical governance with transparency and citizen trust at its core; upskilling civil servants to work alongside AI, not just follow it; and open communication with citizens about how AI is used and safeguarded.

These aren’t optional. Decisions made by algorithms – whether approving a welfare claim or prioritising healthcare resources – have real consequences. Without transparency and strong leadership, AI risks eroding confidence in government rather than enhancing it.

Public trust is the foundation of effective governance. Citizens tolerate human error because there is accountability and recourse. Introduce opaque AI, and that trust can disappear. A welfare algorithm that flags fraud incorrectly doesn’t just fail operationally; it undermines confidence in institutions.

At a time when trust in public institutions is fragile, such failures can weaken social cohesion and erode government legitimacy. Strengthening trust has never been more urgent. AI must reinforce, not undermine, the social contract.

Building that trust isn’t a technical task – it’s an ethical and leadership one. AI must be fair, explainable, and auditable. Public servants and elected officials must take responsibility for outcomes and communicate openly about how AI informs decisions.

Algorithms cannot deliver trust in government. It depends on leaders who understand that technology must serve human values, not replace them – leaders who embed transparency, accountability, and ethics into the digital foundations of the state. The moment for responsible AI leadership is now. The next chapter of public service will be written not by code, but by the character of those who govern it.

As technology reshapes the world, Ireland has a real opportunity to become a model for responsible, citizen-focused AI in government. The question isn’t whether AI can serve the public - it’s whether our leaders can serve with the integrity that makes AI worthy of public trust.

The algorithms are ready – when, if ever, will our leaders be?

Regina Connolly, specialising in responsible digital leadership and public trust in technology, is Principal Investigator with Lero, the Research Ireland Centre for Software and Professor of Information Systems at Dublin City University Business School.