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Enterprise App StoreTechnologyOne Showcase London Executive Panel Session
At TechnologyOne, we believe the future of enterprise technology is not built in isolation but in partnership. That was the spirit of our London showcase, where we brought together senior leaders from local councils and higher education institutions to explore how we can shape the next chapter of digital transformation together.
Hosted by technology reporter Jane Wakefield, the Executive Breakout panel brought together TechnologyOne’s Chief Operating Officer Stuart MacDonald and Chief Technology Officer Chandan Potukuchi. What followed was a candid, two-way exchange with chief executives, CIOs, and CFOs, exploring the practical realities of AI adoption, data readiness, trust, and organisational transformation.
The evolution of public service technology
Technology has evolved at extraordinary speed within a single generation. Devices now carried in our pockets surpass the power of systems that once ran entire organisations. Yet technology itself is only ever a point in time. Its real value lies in how deliberately and effectively it is applied.
Enterprise systems have progressed through clear phases. The 1990s centred on digitising paper-based processes. The early 2000s established ERP as critical infrastructure for financial control and operational oversight. Today, systems are moving beyond recording transactions toward anticipating outcomes.
For councils and universities, that shift signals a move from reactive service delivery to proactive decision-making. This means identifying risks earlier, allocating resources more intelligently, and improving outcomes before issues escalate.
High-quality, trusted data is non-negotiable
The ambition to harness predictive, AI-enabled systems is strong across both sectors. Yet the main constraint remains data. The vision of predictive, AI-enabled systems is compelling, but many organisations feel they are still some distance from that “AI nirvana” often described in theory.
Public organisations hold vast volumes of information, but it frequently sits across siloed platforms, shaped by legacy configurations and inconsistent processes. This fragmentation is as much organisational as it is technical. Those who understand the nuances of the data are often the same people responsible for delivering frontline services.
The panel emphasised two crucial questions for leaders:
- What is your data strategy?
- How do you move from your current fragmented state to a future, AI-ready model?
“These are related, but fundamentally different challenges,” the panel noted. “AI will amplify whatever foundation you give it. If the foundation is weak, the results will be too.”
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Several chief executives raised concerns around data loss, hallucinations in AI-generated outputs, and the risks of bias in predictive models.
The architectural approach discussed separates deterministic interactions with core ERP data from probabilistic summarisation and insight generation. When AI accesses structured finance, payroll or student data, responses are grounded directly in source systems. “If it’s pulling from ERP, it’s pulling from fact,” one panellist explained. Where summarisation is required, wording may vary, “but the integrity of the data does not.”
Not every operational challenge requires an AI solution. Applying AI selectively and responsibly ensures costs are aligned with measurable value rather than novelty.
Where does AI genuinely make a difference for public sector organisations?
Much of the immediate value lies in automating manual, repetitive tasks. Document recognition, invoice processing, and classification are examples where human effort can be significantly reduced.
Beyond automation, AI enables organisations to rethink processes entirely. “Sometimes it’s not about making ten steps faster,” one speaker remarked, “it’s about asking whether you need ten steps at all.”
The longer-term opportunity lies in predictive insight. Councils can identify households at risk of hardship earlier and intervene appropriately. Universities can detect signs of student disengagement before attrition becomes inevitable. Finance teams can forecast budget pressures with greater precision and scenario-plan with increased confidence.
In each case, the emphasis shifts from reacting to events to preventing them.
Confidence remains the decisive factor
Leaders may rely on enterprise systems daily yet still hesitate to relinquish oversight entirely. “I trust the system, but I still want to check it,” one attendee candidly admitted.
The greatest challenge is not building AI capability but enabling confident adoption. Leaders must introduce change in a controlled and transparent way, with clear visibility of impact and measurable value.
TechnologyOne reaffirmed its commitment to providing clear reporting and dashboards that demonstrate the savings and efficiencies generated through AI-enabled capabilities, ensuring customers retain control while building confidence.
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Cultural change is also underway
Students and younger employees are already comfortable integrating AI into daily life. In many organisations, governance structures and established processes, rather than end users, represent the greater adaptation challenge.
This mirrors earlier waves of technological change, from the emergence of the internet to the adoption of cloud computing. Initial caution gives way to new norms as value becomes evident and expectations evolve.
“Every generation thinks the change is bigger than the last,” one reflection noted, “but each time, we adapt.”
A deliberate, secure, and purposeful approach
As one attendee summarised succinctly: “AI is here, disruption is inevitable, and adaptation is essential.”
For leaders across local government and higher education, the opportunity is substantial. Applied deliberately and securely, AI can reduce cost-to-serve, enhance staff experience, and deliver more responsive, preventative services to communities and students.
The conversation emphasised that this is not about chasing hype, but about applying AI deliberately, securely and purposefully with trusted data at its core, to deliver meaningful public value.
TechnologyOne looks forward to continuing that journey in partnership with councils and universities across the UK.
