Why AI is a Matter of Survival for Public Services: The Derby City Council Story

The last week has been a whirlwind. Our pioneering AI work with Derby City Council has hit the national headlines, sparking a crucial conversation about the role of technology in public service. The coverage has been extensive, appearing in major outlets like The Telegraph, Daily Express, Daily Mail, and GB News, as well as local media.

The most powerful commentary has come directly from Derby's Councillor, Hardyal Dhindsa. He stated that the council's "proactive use of AI has helped us avoid" a Section 114 notice, the local government equivalent of declaring bankruptcy. This isn't a theoretical benefit; it’s an existential one. When a council goes into bankruptcy, residents face years of severe negative consequences.

Public services are under unprecedented funding pressure. This makes the Derby story a blueprint for every local authority. AI isn't a luxury—it is a critical lifeline to protect and sustain essential services.

While some caution and criticism has appeared, it substantially understates the project's success. Darcie, our AI digital assistant, is now answering 55% of all phone queries, contributing directly to £7.5 million in identified savings for the council.

At the core of this transformation is our belief that AI should augment human capabilities, not replace them. Darcie handles routine enquiries, which frees up skilled staff to focus on the complex, compassionate work that only humans can do.

The journey Derby City Council has embarked on is a testament to what is possible with a clear vision and the right technology partner. In a world of limited resources, AI is not just about innovation; it's about survival.

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