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Basildon Council launches trailblazing AI initiative as part of its Resident, Digital, and Transformation strategy
24 Jan, 2025
Basildon Council and HSO are proud to announce the official launch of a ground-breaking AI project, an integral component of the Resident, Digital, and Transformation Strategy. This bold initiative marks a significant step toward creating a next-generation council, putting residents at the heart of every decision while pioneering technological advancements to revolutionise local government services.
A vision for a smarter, more responsive Basildon
The AI project is designed to transform the way the Basildon delivers services, using cutting-edge Microsoft technology and tailored solutions developed in partnership with HSO, a leading Microsoft partner. The initiative will enhance operational efficiency, deliver £2M+ in savings, and significantly improve service delivery to residents. From automating repetitive tasks to using predictive analytics for better decision-making, AI is empowering the council to meet growing demands while maintaining a human touch.
This is about changing lives, Local authorities are facing immense challenges—shrinking budgets, rising demand, and increasing expectations. Our AI initiative is not just a technological upgrade; it’s a cultural shift. We’re using data and automation to deliver smarter, faster, and more personalised services. At the same time, we’re freeing up our talented staff to focus on what matters most: helping residents through life-changing moments
Real-world AI benefits for residents and businesses Basildon’s AI project isn’t just about innovation; it’s about changing the way the council thinks and works, for example:
- Faster resolutions: Residents can report missed bin collections through an AI-powered portal and receive updates in real-time, reducing the need for calls and delays.
- Smarter planning: Small business owners, like Maria from the local café, can access tailored step-by-step guidance for council processes, saving time and hassle.
- Empowering vulnerable residents: AI will match elderly residents, like Betty, with local community activities, tackling isolation and fostering connections.
This strategy positions Basildon among the top 4% of councils nationally recognised for leadership in AI adoption.
A partnership driving innovation
Basildon’s partnership with HSO has been instrumental in delivering this ambitious programme. By leveraging Microsoft Dynamics 365 and advanced AI technologies, the council has developed 12 use cases that will be rolled out over the next 12 months. These include AI-driven pre-qualification tools, virtual colleagues to assist staff, and advanced data analytics to inform smarter resource allocation.
The collaboration between Basildon and HSO is a prime example of how technology can drive meaningful change in the public sector. This project is setting a new standard for local government and inspiring others to follow suit.
A commitment to transparency and ethics
Recognising that AI adoption comes with concerns about privacy, ethics, and transparency, Basildon Council has taken a resident-first approach. The project is designed to ensure AI complements human services rather than replacing them. Staff are empowered to use AI tools as co-workers, allowing them to focus on high-impact roles while routine tasks are automated.
“AI is not here to replace jobs—it’s here to improve them,” Chandiwana explains. “From responding to domestic violence cases to supporting residents facing housing challenges, our people remain at the core of everything we do.”
The future of Basildon: A connected, digitally-led borough
The AI project is positioning Basildon Council to become a trailblazer in digital transformation. The council is committed to making this strategy part of its everyday operations. By 2028, the vision is to achieve continuous improvement, with AI tools seamlessly integrated into all aspects of service delivery.
Residents are invited to explore the benefits of the AI project firsthand through demonstrations, updates, and community engagement sessions planned throughout the year. The council also plans to release a 2025 Impact Report summarising progress, savings, and success stories from the initiative.
About Basildon Council
Basildon Council is dedicated to delivering smarter, faster, and more personalised services to its residents. Through its Resident, Digital, and Transformation Strategy, the council is redefining what it means to be a modern local authority.
HSO Dynamics Matters Podcast | Ep 123: How AI will improve the lives of Basildon residents
In the latest episode we sit down with Shanna Chandiwana, Assistant Director for Digital, Customer, and Transformation at Basildon Council.
Shanna shares how Basildon Council is using AI to make a difference in the lives of its residents.
Her approach? It’s not about chasing tech trends - it’s about solving real problems and addressing real needs.
Her approach? It’s not about chasing tech trends - it’s about solving real problems and addressing real needs.