New research has shed light on a potential disparity between the sector’s perception and the public’s experience of digital accessibility.
The research, carried out by Granicus, found that 80% of public sector housing workers believe their digital services are fully accessible to people with low digital skills or disabilities. When compared to the views of UK citizens however, over a quarter (26%) feel access challenges are still not being addressed and 29% say they have experienced difficulty accessing digital public services in the past year.
The majority (72%) of housing workers are satisfied with their organisation’s current digital service and 62% are also confident they can deliver the digital services residents expect by 2028 but a considerable 42% of citizens disagree.
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More than three quarters (76%) of housing professionals say AI-driven services are also either fully embedded within their organisation or are currently being trialled and integrated into service delivery, but again, this confidence does not match citizen experience. A considerable majority of citizens (69%) said they are not aware of any public services currently using AI and half (49%) do not trust or aren’t comfortable with public services using it.
The statistics bring back familiar questions around AI implementation, especially within public services that many people rely on with little alternatives. Debate around data centre water usage, the ethical implications of AI and it’s rapid rise within modern society have placed the technology in a divisive position within public debate. Housing Executive: Future Foundations will be hosting a dedicated speaker panel in October, discussing how housing leaders can ensure that their implementation of artificial intelligence can maximise the human connection provided to their customers, rather than acting as a barrier to it.
Ian Roberts, UK Managing Director of Granicus, said: “Clearly, the findings reveal a disconnect between how widely artificial intelligence and accessibility are being addressed inside public sector housing.
“Digital transformation isn’t measured solely by organisational confidence. The real test is whether residents feel the benefits, understand how new technology is being used and trust the services they rely on. Housing’s next challenge is not adopting AI, it’s demonstrating value, transparency and accessibility at scale.”
In comparison to other areas of the public sector, less than half (46%) of NHS workers agree their digital services are fully accessible to people with low digital skills or disabilities, versus local government (56%) and central government (58%). Confidence in delivering the digital services residents expect by 2028 also differs across sectors with the NHS the least prepared (40%) compared to central government (53%) and local government (43%).
“Housing is clearly setting the pace for digital transformation. We see stronger leadership alignment, higher AI adoption and greater confidence than any other areas of the public sector we surveyed. The sector has moved beyond asking whether AI should be used. The focus now is ensuring data quality, skills and governance are in place while maintaining public trust.”
