Bridging the Generational AI gap

Wednesday 10 June is Age Without Limits Day, which encourages us to challenge ageism and question stereotypes. At DBT, we are reflecting on stereotypes that link AI use to age and generation, many of which are not supported by evidence.

In a multigenerational civil service, AI adoption needs to benefit all age groups. Last month the Intergeneration Network at DBT set out to challenge the stereotype that age is a barrier to AI adoption.

The network’s panel event, Bridging the Generational AI Gap, explored what a multigenerational workplace will look like in the future, as AI becomes more integrated into our working lives.

What is the Intergeneration Network?

Maureen Morgan-Pottinger, Senior Capability Manager and co-chair of the Intergeneration Network

The Intergeneration Network aims to put intergenerational and age concerns at the forefront of workplace policy and planning. It promotes the benefits of an intergenerational workplace and ensure people’s voices are heard whatever their age.

Chaired by Denise Huxtable, my co-chair, the speakers on the panel were:

• Dr Daniel Jolles, researcher from the London School of Economics
• Matt Duncan from Protiviti who sponsored the research
• Isobel Stephen, Director General for Domestic and International Markets and Exports (DIME) at DBT
• Rachel Spiegelhalter, member of the DIME AI Working Group at DBT
• Jason Kitcat, Director, Digital Data and Technology (DDaT) at DBT

Insights from the panel event

Mia Hatton, Senior Engagement Manager in Engagement and Strategic Adoption

AI hesitency isn't limited to older generations

When I attended the event, I noticed that AI hesitancy was a recurring theme. Concerns raised by panelists and audience included:

• AI taking jobs and resulting long-term unemployment
• people not getting enough experience performing 'junior' roles to help them perform well in senior roles
• over-reliance on AI leading to a loss of critical thinking and judgement
• a need to understand the governance around AI, not just how to use the tools

Jason Kitcat countered that AI is a tool and not a replacement for human thought, and new tools tend to unlock new possibilities. For example, Excel has not replaced accountants (as many feared it would), but enabled greater and more granular financial reporting than previously thought possible.

A generational gap or a training gap?

A key insight from Dr Daniel Jolles’ research is that the gap in AI adoption between generations is linked to training, not to age. 92% of employees who receive AI training use AI in their roles, versus 57% without training, yet younger employees are more likely to have received AI skills training in the last 12 months. When Daniel examined productivity among people who had adopted AI, the gains were approximately equal across different age groups. This suggested that age does not prevent people from benefitting from AI once they have access to training and tools.

The barrier to AI adoption in a multigenerational workplace is not, it seems, capability or even willingness. It is the organisational patterns that are built on assumptions about age.

Delivering effective training for all ages

Jason pointed out that the Civil Service has gone 'above and beyond the norm' for AI training. While a recent Financial Times survey revealed that 14% of employees in the UK had received AI training, DBT has already offered a full month of dedicated AI learning alongside regular training opportunities. The One Big Thing initiative offered every civil servant the opportunity to upskill in AI in 2025.

Rachel Spiegelhalter added that integration into business-as-usual required strong communication between teammates and advocacy for the benefits of AI. 'Some see AI as cheating', she said. This is where a generationally diverse team is especially important, as a team made up of people with different experiences will benefit more from this 'social training'.

The importance of generational diversity

The panel agreed that intergenerational diversity was key not just to successful AI adoption but to productivity in general. As Isobel Stephen pointed out, 'diversity guards against people not exercising critical thinking'.

Daniel’s research found that when AI initiatives are delivered by multigenerational teams, they achieve better outcomes.

This diversity feeds into an organisational culture that determines how AI is adopted and how generations adapt.

What does this mean for DBT?

Maureen Morgan-Pottinger

Last year the Prime Minister revealed plans for 1 in 10 civil servants to work in tech and digital roles by 2030. For this to be achieved, people of all ages will need to upskill with technology, including AI.

Tackling intergenerational issues

The Intergeneration Network will continue to highlight age as a protected characteristic, and the importance of multigenerational teams.

The panel gave us several discussion points to share with our senior sponsors: Isobel Stephen (see above), Rebecca Hall, Deputy Director in Regulator Strategy, Performance and Capability, and Richard Given, Deputy Director in Exports Strategy.

We are discussing the following areas:

• how leaders can ensure AI is used as a tool to help people of all ages do their jobs well and achieve their career goals
• encouraging critical thinking as we adopt AI, emphasizing clear objectives and cultural readiness
• promoting generationally inclusive teams to boost productivity and bring fresh perspectives through AI
• commitment to maintaining a culture of openness and willingness to listen to all voices within DBT, so that effective AI integration and organizational success are achieved without complacency

Making AI accessible to all

Mia Hatton

Within DDaT we are actively exploring how to make the best use of AI to enhance our products and services.

User-centred design is core to our approach. Jason explains how this ensures that AI benefits people of all ages:

‘We do specific testing of the products and services we build to ensure they are age inclusive. Our aim is inclusivity and accessibility for all digital services.

It is important to us that we test products with a diverse range of people that represent our workforce and the wider population. We also know that the more diverse our teams are, the better the outcomes as we can better avoid false assumptions while bringing a wider range of life experiences to bear on our thinking.’

Hannah Henderson, Senior Engagement Manager in DDaT’s Engagement and Strategic Adoption Team, shared that the panel event reiterated that ensuring widespread access to quality training would support inclusive AI adoption.

‘The DDaT team are delivering a range of initiatives to build confidence in the many AI tools we have available. This includes building a Sharepoint site that makes resources and training readily available to all.’

What can you do to bridge the gap?

We have learned that AI adoption is an organisational responsibility, not an age issue. If you are working to embed AI in your organisation, consider:

• challenging assumptions in teams
• exploring the generational diversity of your teams
• advocating for inclusive training

How have you ensured that all generations are involved in your AI adoption initiatives? Please share your thoughts and success stories in the comments.