Public Service Reform Operational Summit: Workshop Feedback 14 October 2025

Workshop 3: Scaling Intelligent Automation

Summary of workshop:

The workshop brought together senior leaders to explore how Intelligent Automation (IA) can move beyond pilots to deliver system-wide impact. The session aimed to identify key barriers such as legacy technology, siloed systems, procurement complexity, cultural resistance, data challenges and skills gaps - while sharing organisational maturity levels and defining the support needed from the Scottish Government.

Through interactive discussions and breakout groups, participants identified the biggest barriers and ideas for realising the potential of AI and Automation. The workshop will inform national Public Service Reform workstreams on shared IA services, collaborative procurement, service redesign and workforce capability, ensuring that automation delivers efficiency, sustainability and improved outcomes for citizens and staff.

Points of discussion:

• Change and adoption challenges: organisational fatigue, pace of change, building public trust, and guaranteeing live service delivery.
• Funding and business case: initial budget barriers, focus on savings before benefits and procurement hurdles.
• Culture and leadership: siloes, fear in frontline teams about job security, lack of buy-in and risk culture.
• Capability and skills: shortage of specialist skills, need for upskilling and talent pipelines, prioritising learning.
• Technology and legacy: impact of legacy systems, cyber security, data sharing, and scaling issues.

Questions raised included:

• How can we build a public sector AI powered automation community?
• What national approaches can tackle legacy technology and enable reuse?
• How do we balance efficiency with workforce empowerment and job security?
• Demand for directive actions as part of the Digital Strategy

Actions:

• Ensure that services delivered through the National Collaborative Procurement Framework for Intelligent automation reflect the needs and issues raised during the workshop, particularly procurement barriers and related challenges, so that solutions are practical and enable scaling Intelligent Automation.
• Raise requirements for building a public sector automation community and strengthen engagement through Digital Learning initiatives with colleagues across the Scottish Government to support capability building and knowledge sharing.
• Ensure inclusion of PSR commitments in refreshed Digital Strategy