AI in action: 3 real use-cases of AI solving common council challenges
AI in action: Using AI to solve real council challenges
This blog explores how 3 AI use cases help local authorities address growing service demand despite shrinking budgets. From streamlining customer interactions to tackling social issues like homelessness.
Used in the right way, AI has the potential to make it easier for councils to deliver a more connected and more personalised service delivery. The recent webinar on "AI in action: 3 examples of AI solving real council challenges" explored the opportunities and challenges that AI presents to the public sector, highlighting real-world applications where councils are using AI to automate routine tasks, improve decision-making, and provide better services to citizens.
The challenges
Local authorities are under immense fiscal pressure to deliver better services with fewer resources. Each faces increasing demands from residents, rising costs, and the need to comply with complex regulations.
Some of the biggest challenges include:
- Budget constraints: Many councils are dealing with budget gaps, which threaten essential services and jobs.
- Inefficient processes: Manual tasks, outdated systems, and repetitive work create inefficiencies that slow service delivery.
- Data governance issues: Managing, securing, and making sense of vast amounts of data is a major hurdle for local authorities.
- Citizen expectations: Residents expect faster, more personalised, and seamless digital interactions.
- Workforce challenges: Staff are often burdened with mundane, repetitive tasks that reduce job satisfaction and productivity.
So how can these be addressed?
Resident-first AI
AI makes it easier for front-line staff to deliver co-ordinated and well supported services by automating processes, improving access to data, and enhancing citizen interaction. This webinar highlights key areas where AI delivers resident-centric value:
Improve customer service with AI agents
Local authorities introducing AI-powered customer service agents can ease the burden of managing routine enquiries, such as bin collection schedules, eligibility for services, and application processes:
- Provide instant responses to frequently asked questions.
- Reduce call centre workload, allowing human agents to focus on complex cases.
- Improve accessibility by supporting multiple communication channels, including web chat, email, and phone.
Ethical and human-centred AI
AI is not about replacing human workers, it’s about enhancing their capabilities. Ethical considerations are crucial, and local authorities must ensure AI is:
- Fair and unbiased: AI should not reinforce existing inequalities or make unfair decisions.
- Transparent: Citizens should understand how decisions are made.
- Secure: Data privacy and protection must be a top priority.
For local authorities considering AI, a key takeaway from the webinar is: know your ‘why.’ Don't implement AI because you see others are - embracing AI must be driven by clear goals that benefit residents, employees, and the community as a whole.
By embracing AI strategically and ethically, local governments can tackle their biggest challenges, create efficiencies, and improve services for all. The future of government is not just about technology, it’s about using AI to transform lives.
HSO customer: Basildon Council
Basildon Council and HSO are proud to announce the official launch of a ground-breaking AI project - an integral component of Basildon's Resident, Digital, and Transformation Strategy.
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