Doing AI the right way : A community-centric approach for Manchester's future through the People's Panel for AI

Artificial intelligence (AI) and all its possibilities has the potential to revolutionise cities in the UK.  But this progress should never come at the expense of people. For Manchester, a city with a proud history of innovation, the future of AI is not just about implementing the latest technology. Instead, it’s about ensuring that AI serves all residents—fostering inclusion, reducing inequalities, creating opportunities for everyone, and ensuring the technology is developed and deployed with care, ethics, and transparency at the centre.  

This people-first mindset is shaping the city’s AI strategy and has inspired a partnership between Manchester’s Digital Strategy, Manchester Metropolitan University (MMU), Citizens Advice and Transport for Greater Manchester. The ‘People’s Panel for AI’ was created to ensure AI is developed with the community, not just for it. As Megan Lawless, Manchester's Digital Strategy Officer, put it, "The question isn’t just about what AI can do, but what kind of society we want to build with it."  
 
Back in June we were proud to take part in the organisation’s ‘AI for All’ event, and today we joined Manchester’s Digital Strategy's People’s Panel for AI showcase, hearing valuable insights from both the panel and organisations seeking engagement from the public. Here’s some of what we took away from a fantastic session.  

A people-centred approach to AI 

AI often conjures images of tech giants and futuristic innovations, but for Manchester City Council, AI isn’t just about technology—it’s about improving the everyday lives of its residents, from streamlining bin collections to transforming social care. But amid these many possibilities, ethical considerations must stay at the centre to avoid causing unintentional harm. 

Megan Lawless shared insights on the ethos driving the collaboration on a multi-phase initiative designed to engage and empower the local community. The initiative started with a series of community roadshows aimed at demystifying AI and fostering an open dialogue. The goal was to involve a diverse range of voices in shaping AI use cases and to ensure that the council officers leading these initiatives had the training and knowledge to do so responsibly. 

In one of the most significant phases, an inclusive panel—comprised of everyday citizens from all walks of life, as well as academics and professionals from sectors like healthcare—was formed. The purpose was to not only bring people into the research and development cycle but also to build trust. A citizens’ jury, representing Manchester’s demographic diversity, helped identify how AI was already impacting their lives, often unknowingly, and where its potential lay. 

One key takeaway from the panel: trust in AI starts with understanding. Misinformation and fear—particularly concerns about AI "taking jobs"—were among the most common issues raised by those in lower-skilled industries. The council addressed these fears directly, providing training and transparent information on how AI can serve as a tool for advancement rather than a threat. 

Ethical applications in the real world 

The panel discussions gave insights into how AI could be integrated ethically into everyday public services. Transport for Greater Manchester (TfGM) presented its vision for improving public transport through AI—by building in user feedback to create more efficient, integrated services. The panel's feedback emphasised the importance of getting the basics right, starting with trust in how personal data would be used to improve systems. 

Citizens Advice Trafford shared how AI was being used to help advisors answer increasingly complex queries from residents. They explored AI tools like Caddy, an AI powered co-pilot for customer service built by Citizens Advice in collaboration with GOV.UK,  which improves their ability to meet rising demands and assists with complicated cases. However, the panel stressed that while AI could be a valuable tool, there must always be an option for human interaction, especially in services where empathy and understanding are critical. 

Manchester City Council is looking at how AI could drive innovation in sustainable energy, particularly in social housing. However, even promising advancements like heat pumps raised valid concerns over privacy, as data from these systems can feel personal when it relates to residents’ homes. The panel highlighted the importance of transparency, and explaining the benefits and safeguards of AI clearly to the public, and ensuring technology serves people’s needs rather than those of corporate interests.

Building trust, one step at a time 

Perhaps the most remarkable aspect of Manchester’s People’s Panel for AI initiative is the focus on co-creation and community empowerment. By involving citizens from the start, the city is building AI solutions that are rooted in trust and transparency.  

This initiative has laid the groundwork for a sustainable model that can be adopted by other local authorities across the UK. The key to success lies in continuous consultation and consequence scanning—an ongoing evaluation of AI’s impact to ensure it delivers real benefits while avoiding unintended harm. 

A blueprint for ethical implementation

Manchester is not just striving to be the Northern tech hub—it’s aiming to be a national leader in ethical, people-informed technology. As AI continues to evolve, so must our approach to its implementation. Trust, transparency, and inclusion are the cornerstones of AI’s future in Manchester, ensuring that progress uplifts all communities without leaving anyone behind. 

This partnership between Manchester City Council, MMU and residents sets an inspiring blueprint for a co-created, people centred approach to deploying AI.. By listening to its citizens, Manchester is showing that innovation doesn’t have to come at the cost of empathy, and that AI can—and should—be a force for good in society.  

You can read our insights on creating inclusive AI for public services right here: https://www.nexerdigital.com/news-and-thoughts/ai-for-all-public-sector/