Civil Service Humanoids · Part of The Humanoid Group

Public Service Desks

Service robots can greet visitors and share information in libraries, transport hubs and civic buildings. This guide covers where they help, where they do not, and what public bodies must settle before launch.

By Leila Haddad · Updated October 2026

Where service robots help

Service robots, including some humanoids, can greet visitors, answer common questions, give directions, display information and point people to the right desk or queue. They work well for high-volume, predictable enquiries such as opening hours, locations and simple form guidance, freeing staff for conversations that need judgement and empathy. Multilingual support can help visitors who do not speak the local language. They are less suited to complex, sensitive or personal cases, which should always reach a person. A good deployment makes it easy to step from the robot to a member of staff.

Accessibility and inclusion

Public services must work for everyone. Check that a service robot can be used by people with visual, hearing, mobility or cognitive impairments, and by people unfamiliar with technology. Look for clear speech, readable screens at accessible heights, captions, simple language and an obvious way to reach a person. Test the robot with a range of residents before launch, including the groups who use your services most. Accessibility obligations that apply to your other services are likely to apply here too, so involve your accessibility lead early.

Privacy, trust and procurement

Service robots often carry cameras and microphones, so data protection must be settled before they meet the public. Decide what is recorded, why, for how long and who can access it, and tell visitors clearly. Complete a data protection impact assessment where your rules require one. Consider how the robot's answers are written, approved and updated, since it speaks on behalf of your organisation. In procurement, ask about content management tools, language support, maintenance, software updates and how long the model will be supported.

Sources and further reading

ISO 13482:2014 Robots and robotic devices - Safety requirements for personal care robots — International Organization for Standardization (ISO).
Safety requirements for mobile servant robots and other personal care robots that work close to people.
EN 301 549:2021 Accessibility requirements for ICT products and services — European Commission, AccessibleEU.
The European accessibility standard for ICT, covering hardware such as kiosks as well as software and web content.
Data protection impact assessments (DPIAs) — Information Commissioner's Office (UK).
When UK GDPR requires a DPIA, how to carry one out, and when to consult the regulator before processing.

Common questions

Can a service robot replace a reception desk?

It can handle routine enquiries and directions, but complex or sensitive cases should always reach a person. Plan for robots and staff to work together.

Do service robots record visitors?

Many have cameras and microphones. Decide what is recorded and why, tell visitors clearly, and complete any data protection assessment your rules require.

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