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Projects submitted

Babergh and Mid Suffolk District Council

We have invested in a significant programme of digital transformation with respect to our planning service. The two Councils now have one single integrated planning system which has enabled a more efficient delivery of service, able to cope with the demands of increasing applications. It is recognised that nationally and…

Bromsgrove District Council

We would like to understand how Chatbots, Atrificial Intelligence and IVR  can, together, assist with the Benefits Application process for our Citizens by reducing the process time and accuracy. In addition we would expect the successful delivery of this type of technology to reduce costs in resourcing this activity on an on-going basis,…

Buckinghamshire County Council

Most council intranets have not been designed to meet the needs of their users. Their features are increasingly blurred between canonical sources of content and a social platform for staff. With the rise of enterprise social networks (ESN) and AI-driven chatbots, what is the role of a traditional intranet in…

Burnley Borough Council

The processing of Revenues and Benefits within a Local Authority involves significant amounts of repetitive manual processing that can be automated using suitable Robotic Process Automation (RPA) tool-set. After analysing the business processes, we have estimated that 20-25% can be automated within a Revenues Collection (Council Tax, Business Rates) and…

Calderdale Metropolitan Borough Council

Early intervention and prevention are the gold-standards of good social care. enabling individuals to maintain their independence, to continue to live in their own homes and to avoid the need for traditional social care services.  However high quality outcomes rely on time consuming, resource-intensive conversations managed by teams of social…

Cheltenham Borough Council

Modernising and enhancing customer services with Artificial Intelligence (AI)   A website can provide information 24/7. However 10% of households do not have access to the internet (ONS, 2018) and there is a growing trend for verbal interfaces such as Google ‘Home’. In 2016, 20% of Google queries on mobile…

Cheshire East Council

Cheshire East council have been looking for a retrieval chatbot solution to support the channel shift element of their digital programme, where we offer more end-to-end transactional processes online and increase take-up releasing resource and reducing costs. We are looking at 2 specific areas internal help desk and external customers.…

Doncaster Metropolitan Borough Council

Citizen Enquiries Across All Council Services Councils deal with an extensive volume of customer enquiries every day, the majority of which are still by telephone despite many services now being available and promoted on-line. At Doncaster, this can be 5-6,000 a week. Citizens often have to wait in a queue…

Hertsmere Borough Council

Councils offer a wide range of services, many of which can be accessed online. Currently we find that most of the calls and visits into the council are relating to issues that could have been simply resolved by using the website. The main reasons for people choosing the alternatives are:…

London Borough of Bromley

We have implemented a programme of Channel Shift that has resulted in ca 40% of customer contact through Digital Channels. Of the remaining telephone contact, over 38 % of calls relate to Waste Services (missed bin collections, recycling and new bins). It is not cost-effective and customers find it difficult…

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