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SMART: TOM

Your Blueprint for AI-Native Transformation

Transform from AI-Curious to AI-Native with a proven Target Operating Model (TOM) that embeds AI into every role, process, and interaction across your organisation. The SMART: AI Target Operating Model is the execution layer that turns AI ambition into governed, repeatable, multi-million pound outcomes – not disconnected pilots.  

SMART: AI Maturity Model

Most organisations are somewhere on the AI journey already — experimenting, piloting, or using AI informally — but without a clear path from activity to value.

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The SMART: AI Maturity Model shows how organisations move from AI-Agnostic to AI-Native (and beyond) by aligning individual capability, operating model, and governance. Crucially, it highlights where value is lost — and where it becomes predictable and bankable. This model underpins the SMART: AI Target Operating Model, providing a shared language for leadership teams to decide where they are today, where they need to get to, and what changes are required to realise ROI.

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the AI transformation journey

SMART: TOM guides your organisation through four integrated pillars, each building on the last to ensure sustainable, compliant, and value-driven AI adoption.

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Assessment

Define your AI future. Prioritise use cases against cashable value, risk and feasibility, establishing governance that grounds the TOM and underpins the savings guarantee from day one. 

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Deployment

Deploy the SMART: Unified AI Platform with Customer Service assistants, Staff Copilots, and Agentic Back Office automation under unified governance. Deploy once, reuse everywhere – without re-designing governance, controls, or integrations for every new use case.  

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Change & Adoption

Embed AI into daily work through role-based onboarding, champion networks, and leadership alignment – making adoption natural, not forced – and preventing shadow AI, inconsistent outcomes, and unmanaged risk. 

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Lifecycle Managment

AI value decays without continuous oversight – SMART: Mesh ensures performance, safety, and ROI improve over time, rather than drifting, degrading, or quietly failing. 

Three Integrated Components, One Unified Platform

The SMART: Unified AI for All Platform isn't just another AI tool - it's a complete transformation ecosystem designed specifically for trusted sectors. Deploy once, scale everywhere: one platform, one governance framework, one path to measurable ROI. This is what makes AI affordable at organisation-wide scale – and why value compounds instead of plateauing.  

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SMART: Customer Service

Generative AI-powered customer service across phone, webchat, and email. Moving beyond rigid IVR and limited NLP to deliver genuine channel choice, not forced channel shift.

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  • Handles 1,000+ intents with GenAI reasoning

  • 24/7 multilingual support

  • Up to 60% first-contact resolution

  • Seamless escalation when needed

  • Built-in tone and ethical guardrails

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SMART: STAFF COPILOT

Enterprise AI workspaces where every employee and educator accesses role-specific copilots. Augmenting expertise, not replacing it — with governance and compliance embedded.

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  • Three-pane interface: dialogue, actions, apps

  • Pre-built deep skills by department

  • Case summarisation & report writing

  • Policy guidance & assessment support

  • Contextual AI behaviours built-in

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SMART: AGENTIC

Powerful orchestration layer connecting AI to your back-office. Executes complex workflows with multi-step reasoning — all governed by your rules and frameworks.

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  • Complex workflow orchestration

  • Multi-step reasoning and planning

  • System integration & data connectivity

  • Agentic Rules Engine governance

  • Continuous optimisation cycles

built for excellence, guaranteed for results

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Governance by Design

Ethics, compliance, and security aren't added later—they're built into every layer from day one.

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Guaranteed Savings

Quantified benefits case with tracked delivery, ensuring ROI from assessment through deployment.

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Continuous Improvement

SMART: Mesh monitoring provides real-time insights into usage, quality, cost, and risk for ongoing optimisation.

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Future-Ready

Your operating model evolves with technology, keeping you ahead as AI capabilities advance.

Start Your AI Transformation Journey

Join the organisations moving beyond AI pilots to governed, organisation-wise value. local authorities, universities, and trusted sector organisations choosing ICS.AI as their trusted partner for AI transformation.

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Our SMART: AI Transformation Programme includes a £5M savings guarantee* - protecting your investment while delivering measurable results. 

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