Improved digital capability can lead to reduced costs and better services for users. For example, automating straightforward types of demand can increase efficiency, and also enable operational delivery staff to spend more time dealing with customers with more complex needs, or who cannot access digital services.43 There are examples in the NAO report of organisations using technology and AI in ways that have made services easy to use for citizens, and that have reduced the level of demand its staff need to service.44 However, written evidence from the Social Market Foundation suggests that public sector adoption of AI is still nascent and uneven, citing a skills shortfall as one of the barriers to progress.45