ICS.AI highlights Scotland as blueprint for next generation AI-powered public services as Renfrewshire wins top council award

• With over 392,000 AI-powered calls already processed, ICS.AI is positioning the nation as a blueprint for cutting edge resident services

• Following deployment of AI assistant Millie, Renfrewshire wins multiple awards, including Council of the Year for Service Delivery and the Digital Public Services Award at the Scottish Public Services Awards 2025

Renfrewshire, UK, 17 December 2025: ICS.AI, the UK’s fastest-growing public sector AI transformation partner, is spotlighting Scotland as a national example of AI-powered council innovation. This follows Renfrewshire Council’s recent award recognitions including winning Overall Council of the Year for Service Delivery at the APSE Awards, Leading Innovation Award at the 2025 COSLA Awards, and the Digital Public Services Award at the Scottish Public Service Awards 2025.

Renfrewshire Council Colleagues - Awards 2025

While the awards recognise the council’s broader service delivery achievements, ICS.AI is proud to contribute through its partnership on Millie, Renfrewshire’s AI-powered digital advisor. With hundreds of thousands of AI-powered calls already processed in Scottish Councils, including projects in Argyll & Bute, ICS.AI is positioning Scotland as a blueprint for cutting edge resident services, with Renfrewshire Council pioneering the way in digital transformation.

Since Millie launched in November 2024, the AI has handled more than 392,000 calls, with nearly 100,000 enquiries handled when the council would traditionally be closed. Millie has also resolved 40% of enquiries outright, lowered monthly call volumes to their lowest in nearly a decade, and delivered £110,000 in direct savings - demonstrating the scale at which AI can support residents. The AI platform’s speech and accent recognition is achieving over 98% accuracy, even with strong regional accents. The council is now undertaking an AI assessment to identify further potential use cases across the council.

Councillor John Shaw commented:

“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.”

Martin Neale, CEO of ICS.AI, said:

“Renfrewshire’s recognition demonstrates how innovation, service, and partnership can come together to benefit real people. With Millie, we’re showing that AI can be accessible, understanding, and effective - even across diverse Scottish accents and needs. We are in discussion with multiple councils to deliver these improvements to residents nationwide”.

Additional Performance Highlights

As of December 2025, the deployment of Millie at Renfrewshire Council has delivered measurable results, including:

• 39.82% effective deflection rate - resolving more than 135,000 enquiries without needing a human advisor - meaning four in ten enquiries are fully resolved through AI

• 98.7% regional phrase recognition and less than 2% failure rate due to dialect, demonstrating exceptional support for Scottish accents and colloquial speech

• Average resolution time of 110 seconds, significantly faster than traditional human-led calls

• Nearly 100,000 enquiries handled out of hours, expanding access to council services without additional staffing

• Coverage across 1,071 distinct topics, with the highest volumes in Housing (79,000), Council Tax (44,000), and Bins and Waste (33,000)

These results have not only improved efficiency but also strengthened accessibility and resident satisfaction. Read the full Renfrewshire Council case study.

Find out more - Webinar | 28 January 2026

To learn more about ICS.AI’s work with Renfrewshire Council and how AI-powered digital assistants are transforming resident services across Scotland, join ICS.AI's upcoming webinar on 28 January 2026. The session will explore the impact on service delivery, accessibility, and efficiency, alongside practical lessons for councils looking to scale next-generation digital services.

---