571K+
Resident Calls Handled
40%
Enquiries Resolved Without Human Intervention
100K
Calls Answered Outside Office Hours
24/7
Service Availability
In November 2024, Renfrewshire Council became the first local authority in Scotland to implement an AI-powered phone assistant, named Millie. This initiative has transformed how residents interact with council services, handling over 571,000 resident calls, resolving up to 40% of enquiries without human intervention and answering nearly 100,000 calls outside traditional office hours.
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Since launch, Renfrewshire Council's leadership has been recognised nationally, winning:
Overall Council of the Year for Service Delivery
APSE Awards 2025
Leading Innovation Award
COSLA Awards 2025
Digital Public Services Award
Scottish Public Service Awards 2025
The success of this implementation has not only exceeded the original business case expectations but has also catalysed a broader AI transformation strategy across the council. Building on this success, Renfrewshire Council is now conducting a comprehensive AI assessment to identify additional opportunities for service improvement and efficiency gains throughout the organisation.
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Following what is believed to be the most extensive AI transformation assessment by a Scottish local authority, Renfrewshire Council has now selected ICS.AI as its strategic AI transformation partner in a three-year programme worth more than £5 million. Read the press release
The Challenge
Like many local authorities, Renfrewshire Council faced significant challenges:
Financial pressures amid increasing service demands
The need to maintain high-quality customer service while reducing operational costs
Customer expectations for 24/7 service availability
Internal hesitation about implementing AI technologies
Digital Transformation Journey
Renfrewshire Council began its digital transformation in 2017 with MyAccount, enabling residents to complete transactions online instead of by phone or in person. Over seven years, 170+ online services were launched, reducing annual call volumes by over 100,000 and shaping the Customer Strategy (2023–2028) that led to exploring AI-powered service innovation.
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The Path to AI Implementation: Customer Service AI Assessment
Before implementing Millie, Renfrewshire Council participated in a structured SMART: Phone AI Trial program to evaluate the potential of AI in their customer service operations.
"It was crucial for us to dip our toes in the water with AI. This trial wasn't just about testing technology; it was about understanding its potential and integrating it into our existing digital platforms."
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Gary Innes
Customer Service Manager, Renfrewshire Council
The trial process was critical in building stakeholder support and developing a robust business case. "If we hadn't participated in the assessment, we'd still be discussing whether AI could benefit us. The trial gave us concrete data and a strong narrative for our business case," explained Gary.
Meet Millie
In partnership with ICS.AI, Renfrewshire Council developed and launched Millie, an AI-powered phone assistant designed to provide a seamless, conversational experience for residents. Named after the county's historic cotton mills dating back to 1778, Millie embodies both Renfrewshire's heritage and its vision for progress.
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Millie handles a wide range of enquiries, from council services to everyday resident concerns, providing instant answers and support 24/7, eliminating the need for residents to wait for office hours.
Implementation Timeline
The implementation was efficient, taking just 24 weeks from project initiation to go-live:
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Weeks 1–4
Discovery & Planning
Requirements gathering, stakeholder alignment, and project scoping
02
Weeks 5–12
Build & Configuration
AI model training, integration with council systems, and testing
03
Weeks 13–20
Testing & Refinement
User acceptance testing, staff training, and iterative improvements
04
Weeks 21–24
Launch & Go-Live
Phased rollout, monitoring, and optimisation
Key Features and Benefits
24/7 Service
Instant answers and support at any time, eliminating the need to wait for office hours
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Natural Conversations
A seamless and natural voice interface experience
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Faster Resolutions
Automated handling of routine enquiries, reducing waiting times and improving satisfaction
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Text Message Support
Confirmations and additional information sent via text
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Equal Access
Service availability regardless of accent or dialect
For Residents
Operational Efficiency
Routine queries are handled automatically, freeing staff to focus on complex queries that require human conversation
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Data-Driven Insights
Built-in analytics identify trends in resident queries, helping the Council proactively improve services
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Cost Savings
Reduced reliance on live agents for simple, transactional enquiries
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Scalability
Designed to accommodate future enhancements, paving the way for an omnichannel resident experience
For the Council
Results and Impact
The results have far exceeded expectations:
"Millie has not just been a success in herself; her presence is felt across the Council, and she has opened everyone's eyes to the opportunities available from a wider deployment of AI technology. Introducing Millie to the Council has allowed everyone to see the innovation potential that artificial intelligence brings. We may have been the first in Scotland to embark on the large-scale use of AI, but this is only the start. We now have an exciting journey ahead."
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Patrick Murray
Head of Digital, Transformation and Customer Services, Renfrewshire Council
"Scotland's councils are showing the value of innovation and technology in delivering better services to residents nationwide. Partnerships like ICS.AI's are helping to unlock this potential even further. AI has the potential to unlock better, fairer, more efficient services across Scotland, and it's encouraging to see our councils at the forefront of this transformation."
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John Shaw
Councillor
The Next Phase: A £5m+ AI Transformation Programme
Building on Millie's success, Renfrewshire Council has selected ICS.AI as its strategic AI transformation partner in a major three-year programme to transform services, support staff and help address growing financial and operational pressures. The contract is worth more than £5 million over its initial three-year term and follows a competitive procurement process.
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Before awarding the contract, Renfrewshire undertook what is believed to be the most extensive AI transformation assessment by a Scottish local authority. Working across 25 service areas, more than 100 council staff took part in 32 workshops which identified 194 potential AI use cases. The subsequent procurement initially considered more than 100 potential suppliers before narrowing the field to 14.
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The first phase of the programme includes:
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Upgrading Millie with generative AI capabilities
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Launching a new web-based AI assistant to give residents greater access to council information and services
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Rolling out SMART: Workdesk AI to eligible employees for everyday work, council information, meetings and case notes
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Introducing AI agents for service inboxes, Freedom of Information and Subject Access Requests, and complaints handling, with staff retaining oversight and AI supporting rather than replacing human decision-making
Phase one runs from November 2026 to March 2028 and focuses on proven, lower-risk AI solutions. Phase two will introduce more service-specific tools, followed by wider transformational change across council services in phase three. AI will be introduced under a formal governance framework, with staff training, human oversight, data protection controls, trade union engagement and regular transparency reporting.
"We can no longer rely on traditional savings measures alone and need to find new ways of working to maintain high-quality services and meet future pressures. ICS.AI has already demonstrated what AI can deliver for Renfrewshire through Millie and has experience delivering similar transformation programmes across UK local government. We're now building on that foundation to look at how AI can support our staff, improve services and help us work more efficiently."
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Patrick Murray
Head of Digital, Transformation and Customer Services, Renfrewshire Council
Key Lessons for Other Councils
Renfrewshire Council's experience offers valuable insights for other local authorities considering AI implementation:
Set realistic expectations:
The original business case projected 5-10% call resolution, but with proper implementation, the actual results reached 40%.
Build on success incrementally:
Rather than attempting a council-wide AI transformation immediately, Renfrewshire started with Millie and used that foundation to build the case for a council-wide AI transformation programme.
Address ethical considerations:
The council openly addressed ethical and privacy concerns, emphasising how AI helps with simple transactions while freeing human staff for complex enquiries.
Invest in communication:
A comprehensive communication plan involving customers, staff, and elected members increased knowledge and reduced resistance.
Start with a well-defined use case:
Beginning with customer service allowed the council to demonstrate value quickly while building organisational confidence in AI.
The Benefits of Proven, Affordable, and Scalable Phone-Based AI
With proven results like these, why wouldn't you explore phone-based AI? Renfrewshire Council's Millie has handled over 571,000 calls with 40% resolved without human intervention, far exceeding their original 5-10% projection. This has delivered £110,000 in direct savings within the first 5 months and reduced monthly call volumes to their lowest in nearly a decade. This efficiency frees up staff time to focus on complex queries requiring human conversation, improving overall resident satisfaction.
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The AI system offers 24/7 support, effectively managing high demand periods. By automating high-volume and routine calls, the system not only enhances the caller experience but also presents significant opportunities for operational cost savings and staff redeployment to other crucial tasks. Derby City Council achieved even greater results, their phone AI "Darcie" now resolves 56% of calls and sparked a council-wide AI transformation that has identified £7.5 million in savings.
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The success is proven. The technology is ready. Why wait? Start your transformation today.
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Transform Your Engagement with AI
Start with a 30-day free trial of SMART: Phone AI—the proven, affordable, and scalable Generative AI solution that serves your residents 24/7 whilst freeing up staff time for complex, high-value work.
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Our trial includes everything you need to evaluate AI confidently: a Generative AI Phone Assistant that simulates handling of queries bespoke to your chosen service area, comprehensive support materials, a detailed business case with projected ROI, ready-made DPIA and ethics templates, and access to a network of councils on the same journey.
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Book your free introduction session to discover how councils like yours are transforming their operations.
Watch Our Latest Webinar with Renfrewshire
Discover how Renfrewshire Council became the first local authority in Scotland to deploy AI at the front door of customer services - and what other councils can learn from their journey. In this on-demand webinar, senior leaders from Renfrewshire share how a trial-first approach led to measurable results, including 24/7 access for residents, significant call resolution without human intervention, and improved customer satisfaction.
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The session also explores live demonstrations, multilingual and accessibility considerations, how to build a robust business case, and how AI at the front door can support a smarter, more unified customer service model.
Public Sector AI Transformation
Renfrewshire Council – Scotland's First AI-Powered Phone Assistant
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Discover how Renfrewshire became the first council in Scotland to deploy AI at the front door of customer services
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Hear from senior leaders sharing measurable results, lessons learned, and strategic insights
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Live demonstrations, multilingual considerations, and building a robust business case
SMART: Platform - The Largest AI Language Model in the UK
The AI system offers 24/7 support, effectively managing high demand periods. By automating high-volume and routine calls, the system not only enhances the caller experience but also presents opportunities for operational cost savings and staff redeployment to other crucial tasks. Find out more about our SMART: Phone solution.
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Like our other public facing AI assistants, Millie is custom built using our proprietary software. It's ready to work on day one with a pre-trained understanding of user questions across local government services. Thanks to its patent-pending SMART: Mesh learning it is constantly improving. Drawing from its own feedback and other assistants on the same SMART: Mesh, our assistants provide instant value with robust analytics to help your organisation grow.