AI Transformation

AI TRANSFORMATION IN THE PUBLIC SECTOR:
A NEW ERA FOR EFFICIENCY AND ENGAGEMENT

The public sector stands at a pivotal crossroads, where financial challenges meet the imperative for enhanced service delivery and improved user experiences. In this dynamic landscape, Generative AI emerges as a beacon of transformation, offering unprecedented improvements in operational efficiency, user engagement, and service quality.

The evolution towards a hybrid model that leverages both human insight and AI innovation presents a viable solution to overcome budgetary limitations while elevating service standards. By embedding AI ethically into their operations, public organisations can navigate the complexities of modern service demands, paving the way for a future where public services embody compassion, efficiency, and responsiveness to community needs.

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THE SMART: LOCAL GOVERNMENT
AI TRANSFORMATION PROGRAMME

In response to the unique challenges faced by UK councils, the SMART: Local Government AI Transformation Programme emerges as a pioneering initiative. This comprehensive solution merges the capabilities of SMART: AI Copilots with strategic reforms to address over 260 council-specific use cases. Tailored for councils striving to balance financial sustainability with improved service delivery, the programme offers potential savings up to £12 million annually for mid-sized authorities.

At its core, the SMART: programme is revolutionising the way councils engage with residents and deliver services. By enabling AI-powered support around the clock, it not only ensures faster response times but also ensures services are finely tuned to meet residents' needs, fostering deeper community connections. The SMART: initiative goes beyond a technological advancement; it symbolises a holistic move towards more efficient, effective, and people-centric local governance.

THE AI TRANSFORMATION VISION

DERBY CITY COUNCIL’S TRAILBLAZING AI TRANSFORMATION JOURNEY

Derby City Council is at the forefront of leveraging emerging technologies to ensure the sustainability of essential citizen services amid growing demands and rising costs. Their journey began with a bold step to redefine resident engagement through the pioneering integration of AI within customer service operations, becoming the first Council in the UK to embrace sophisticated phone-based AI as their digital front door and setting a new standard for public sector innovation.

Recognising that local authorities need to transform their services council-wide to continue to meet the needs of residents, the Council are embarking on a comprehensive AI transformation roadmap, extending AI applications across 54 diverse use cases, touching critical areas such as Adult and Children’s Services and Debt Management. This strategic journey aims to not only safeguard vital services but also offers substantial financial savings, contributing significantly to the Council’s strategic financial planning.

INNOVATIVE AI COPILOTS

Derby City Council became the UK’s first Council to deploy advanced phone-based AI as their digital front door. AI Assistants, Darcie and Ali, have impressively managed over 500,000 queries, showcasing the power of AI in enhancing service efficiency and resident satisfaction.

AI TRANSFORMATION AT SCALE

The Council’s expansion into council-wide AI applications, including Adult and Children’s Services, targets transformative outcomes in service delivery and operational efficiencies, offering a future of streamlined public services.

SIGNIFICANT SAVINGS

The projected £12.25 million in savings illustrates the financial viability and strategic benefit of integrating AI within local government operations, underscoring a commitment to financial responsibility and innovative service delivery.