Derby City Council is undergoing a digital transformation supported by AI technologies in collaboration with Microsoft and ICS.AI. The council’s implementation of AI aims to save £12.5m annually, despite financial constraints faced by many UK local authorities.
In 2023, Derby became one of the first councils to introduce AI-based phone services, including chatbots Darcie and Ali, which have successfully managed over 1.1 million queries. This initiative inspired further AI integration, with 261 opportunities identified for improvement.
Currently, the council focuses on 54 applications, prioritizing adult social care, customer services, and debt recovery. By leveraging AI tools, the Council aims to streamline operations, improve debt recovery, and maximize revenue collection, with projected savings of £4m for the 2024/25 financial year.
Derby’s partnership with Azure Open AI ensures secured access to AI capacity at a fixed price, promoting scalability and stability. The council emphasizes that AI will enhance existing services and empower employees to focus on high-value tasks, rather than replacing human roles.
To maintain transparency and prioritize residents’ interests, Derby established an ethics and compliance board, ensuring value delivery over cost savings. The council actively shares its AI journey with other local government teams, fostering a collaborative spirit across the public sector.
As AI opportunities evolve rapidly, Derby remains agile to adapt to changes and seize new possibilities. Martin Neale, CEO of ICS.AI, commends Derby City Council’s commitment to improving public services through innovative AI solutions.
While tangible benefits are emerging from the AI project, significant changes may take time to materialize. However, advancements in multi-language translation and writing tasks indicate promising outcomes for Derby’s future AI endeavors.
Article Source
https://ukstories.microsoft.com/features/derby-city-council-uses-microsoft-azure-open-ai-to-upgrade-services/