Hillingdon Council Launches AI Customer Service Platform with ICS.AI
London Borough pioneers drive towards AI driven automation, with an ambition to take this into areas of assessment and case management.
As Matthew Wallbridge announced on Linkedin the London Borough of Hillingdon recently published a new digital strategy.
The full strategy is online here, and sets out an innovative vision for the next three years, and includes:
- Improving residents’ experiences when accessing services and information so they can carry out basic transactions quickly and only need to make contact once.
- Creating a modern, digitally skilled council workforce equipped with the systems and technology to do their work and put residents first.
- Understanding residents’ needs using technology to combine data and get insights to shape service improvements.
- Improving services while maintaining or reducing costs.
The strategy sets out four main principles to deliver the vision, which include prioritising residents’ needs, carrying out an agile approach to delivery, delivering new business models driven by data, and adopting a ‘One Council’ approach by creating project teams and shared goals.
Ai Customer Service Platform
As UK Authority reports a keynote foundation for implementing this strategy has been their move to deploy an AI Customer Service Platform, via a partnership with ICS.AI who said the new ‘SMART’ Copilot is the only AI assistant designed specifically for local government.
Matthew Wallbridge told UKAuthority last week that move is part of the council’s broad drive towards AI driven automation, with an ambition to take this into areas of assessment and case management.
Wallbridge said there are plans to move to end-to-end automated assessments over the next six months, providing scope to change the council’s financial model and its resource base for assessing and supporting people.
He also spoke of having “a singular front door that helps people with a multitude of needs”, which will help the council to help people in a cheaper and more effective way.
“We want our services to be cheaper and better,” he said. “Fundamentally that’s what AI does.”
