If you use artificial intelligence (AI) in your service, you must do so in ways that:

• are safe for users and protect their data
• are as environmentally sustainable as possible
• keep your service secure

Services using AI need to meet the same standards as services using other technology.

Deciding whether to use AI

The alpha phase is where you test different solutions to the problems identified in discovery. This might include experimenting with emerging technologies such as AI.

When choosing technology, consider what best meets user needs and addresses the problems you’ve identified. More established technologies might solve the problem better than AI. Only use AI where there is clear evidence of a user need.

Continue to validate your technology choices throughout the service lifecycle.

Tell users when AI is being used

Users do not always need to know what technology or software is used in a service to be able to access it.

However, if you use AI in your service, you must make it clear to users how this might affect:

• their data
• the outcome or information they receive from the service

If you use an AI-powered chatbot, you must make sure users:

• understand that the answers they receive do not come from a human and might not be accurate
• know how to contact a human being

Make sure your service is accurate

Your service and related guidance must be accurate and meet user needs, as explained in the GOV.UK proposition. This includes information provided by AI.

You must make sure that users:

• receive accurate information
• are protected from bias

Your service owner must understand the technology being used, the risks of using it and how to mitigate these.

Someone on your team must be able to explain your service’s use of AI.

Involve cyber security professionals

AI and other emerging technologies can expose your service to risks you might not anticipate. You must consult a security professional to make sure that:

• users’ data is protected
• your service stays secure

If your team does not include a cyber security professional, you’ll need to plan how to involve one. You must do this early in the service life cycle.

Your organisation’s cyber security team should be able to help you with this. If this is not possible, you can get support from the Government Cyber Unit’s Partnering team.

Monitor and iterate continuously

Emerging technologies are likely to change frequently. This means it’s particularly important to keep monitoring and iterating services that use AI technology throughout their lifecycle.

You should be prepared to stop using AI technology in your service if needed.