AI makes public sector IT jobs more demanding, survey finds

SOFIAH NICHOLE SALIVIO

News Editor

SolarWinds has published research suggesting AI is making work more demanding for many public sector IT teams, based on a global survey of IT professionals.

More than half of public sector respondents, 56%, said AI had made their roles more demanding. Another 74% said AI was changing how work gets done without reducing overall workload.

The findings point to a gap between expectations that AI will ease pressure on public sector technology teams and the day-to-day reality of introducing and managing new systems. They also suggest IT departments are taking on additional oversight and operational work as organisations add AI tools to existing estates.

A central issue was the state of public sector infrastructure. Nine in 10 respondents from public sector organisations said their IT systems were fragmented across platforms, which can complicate the rollout and management of new technology.

This fragmentation matters because AI tools often sit on top of established systems rather than replace them outright. That can leave teams managing a broader mix of platforms, processes and governance requirements at a time when many departments are already under pressure to maintain services with limited resources.

The survey also highlighted the effect on staff workload and concentration. Some 32% of public sector professionals said cognitive load had increased, while 35% said it had fallen in some areas but risen in others.

Policy gaps

Respondents also pointed to shortcomings in organisational rules and training. More than half, 59%, said clearer AI policies and guardrails would help teams adapt. Skills gaps and insufficient training were also identified as leading challenges as automation becomes more widespread.

The most sought-after skills identified in the research were designing AI-driven workflows, cited by 50% of respondents, evaluating and validating AI outputs at 43%, and interpreting AI-generated insights at 42%. The findings suggest public sector employers are looking for staff who can oversee and test AI use, rather than simply deploy tools.

The survey covered 1,040 IT professionals globally, including 200 respondents from government, healthcare and education. It examined AI adoption, operational complexity, changing job roles and expectations for IT organisations.

Rich Giblin, Head of Public Sector and Defence at SolarWinds, commented on the findings. “Public sector organisations are under real pressure to do more with less, so it’s understandable that Artificial Intelligence is being looked to as part of the answer. But, as powerful as it is, AI only helps if it’s implemented thoughtfully, and if the technology itself doesn’t become another burden for already stretched teams.”

“If adopting AI requires a major project, complex configuration or dedicated resource to manage it, then the effort hasn’t been reduced, it has just been moved. The tools that create the most value in resource-constrained environments are the ones that are practical to deploy, easy to use and able to deliver benefits from day one.”

“There is also a clear need to be realistic about where AI adds value. Used well, it can support efficiency and help teams work differently, but it should only be applied within clear boundaries. The most effective organisations will be the ones that treat AI as a precision tool to support service quality, rather than as a blanket fix for pressure on teams,” Giblin said.