Cabinet to consider Innovation and AI plan to support more efficient council services

Next week, Wednesday (7 October) Cabinet will be asked to approve the Theme 2: Innovation and AI plan, designed to improve services, make them easier to access and support more efficient ways of working across the council. 

The plan sets out how service redesign, digital tools, automation, data and artificial intelligence will help deliver these improvements while also supporting £1.865m in efficiencies as part of the council's 2026 to 2029 Medium Term Financial Strategy.

The proposals focus on improving customer experience, simplifying technology and redesigning processes.

If approved, the plan will include a one-off investment of £445,500 to replace the council's current contact centre platform with a Microsoft Customer Contact solution. This upgrade will make it easier for residents to contact the council, improve how enquiries are dealt with, provide staff with better information and support greater use of automation enabling more proactive, personalised and preventative services, and a better resident experience.

Cabinet will also be asked to approve upgrades to the council’s technology network using existing resources. This will create a simpler, more resilient and secure network that can better support modern services and future innovation.

The plan also looks at how services work, where demand can be reduced and where tools including automation, digital forms, and AI can help staff work more effectively.

The aim is to improve value for money, reduce duplication, make better use of existing systems and give residents, businesses and staff simpler ways to access and use council services.

Cllr Martin Bancroft, Cabinet Spokesperson for Core Services, said:

“We want to make it as easy as possible for residents to access the services they need. This plan sets out how we can use technology and innovation to create simpler, more responsive services, while giving staff the tools they need to provide the best possible support.

“By modernising the way we work and making better use of technology, we can improve the customer experience while delivering efficiencies that support the council's long-term financial sustainability.” 

Read the full cabinet report on our website.