Renfrewshire Council
LEADING THE AI REVOLUTION IN SCOTLAND
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 214,000 calls and successfully resolving 35% of customer enquiries without human intervention.
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.
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.
The Path to AI Implementation: Customer Service AI Assessment
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Gary Innes
Customer Service Manager
at Renfrewshire Council
Before implementing Millie, Renfrewshire Council participated in a structured Customer Service AI Assessment program to evaluate the potential of AI in their customer service operations.
Gary Innes, Customer Service Manager at Renfrewshire Council, described the importance of this assessment phase: "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."
The assessment 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
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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.
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:
KEY FEATURES AND BENEFITS
FOR RESIDENTS
24/7 Service: Instant answers and support at any time, eliminating the need to wait for office hours
Natural Conversations: A seamless and natural voice interface experience
Faster Resolutions: Automated handling of routine enquiries, reducing waiting times and improving satisfaction
Text Message Support: Confirmations and additional information sent via text
Equal Access: Service availability regardless of accent or dialect
FOR THE COUNCIL
Operational Efficiency: Routine queries are handled automatically, freeing staff to focus on complex queries that require human conversation
Data-Driven Insights: Built-in analytics identify trends in resident queries, helping the Council proactively improve services
Cost Savings: Reduced reliance on live agents for simple, transactional enquiries
Scalability: Designed to accommodate future enhancements, paving the way for an omnichannel resident experience
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." - Patrick Murray, Head of Digital, Transformation and Customer Services, Renfrewshire Council.
The Next Phase: Comprehensive AI Assessment
Building on Millie's success, Renfrewshire Council is now conducting an assessment to understand how AI solutions can further improve service delivery across the organisation. This follows both Millie’s implementation and the roll-out of Microsoft Copilot earlier in 2025.
The council has appointed ICS.AI to undertake this assessment, leveraging their experience working with other local authorities, including Derby City Council, whose AI transformation programme has identified £7.5 million in savings.
The assessment will include workshops across all council services and culminate in a report outlining proposed AI solutions, benefits, costs, and an implementation strategy.
Renfrewshire Council has ambitious plans, which include:
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Increasing Millie's call handling rate to 45% within 12-18 months
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Deploying Millie as an AI Web Assistant on the council's new website
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Conducting a comprehensive AI assessment across all services
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Developing governance frameworks to support expanded AI use
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 35%.
Build on success incrementally:
Rather than attempting a council-wide AI transformation immediately, Renfrewshire started with Millie and is now using that foundation to explore broader opportunities.
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 214,000 calls with 35% resolved without human intervention, far exceeding their original 5-10% projection. This efficiency frees up staff time to focus on complex queries requiring human conversation, improving overall resident satisfaction.
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.
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.
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.
Book your free introduction session to discover how councils like yours are transforming their operations.
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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