How can local councils use AI to save cost?

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Artificial intelligence (AI) is the use of computer systems to perform tasks that normally require human intelligence, such as pattern recognition, and natural language processing. AI has the potential to help local councils improve their efficiency, effectiveness, and customer satisfaction, while reducing their operational costs and managing their budget allocation.

One of the main benefits of AI is that it can automate repetitive and routine tasks, freeing up staff time and resources for more complex and creative work. For example, AI can help councils process benefit claims faster and more accurately, by using machine learning algorithms to analyse data and verify eligibility. This can reduce errors, fraud, and delays, as well as improve customer experience and trust.

Another benefit of AI is that it can enhance data analysis and insight, enabling councils to make better informed decisions and optimise their services. For example, AI can help councils identify patterns and trends in data, such as social care needs, housing demand, or road safety issues. This can help councils prioritise their interventions, allocate their resources more efficiently, and measure their impact more effectively.

A third benefit of AI is that it can improve communication and engagement with citizens, by using natural language processing and chatbots to provide information and support. For example, AI can help councils answer common queries from citizens, such as how to report a problem, apply for a service, or pay a bill. This can reduce the workload of call centres, increase customer satisfaction, and provide feedback for service improvement.

Some examples of councils that have adopted AI solutions are:

  • Westminster City Council is trialling AI to tackle fly-tipping, by using computer vision to detect illegal dumping of waste and alert enforcement officers.
  • Thurrock/Barking/Dagenham/Essex County Council is using AI to prevent child abuse, by using predictive analytics to identify children at risk of harm and provide early intervention.
  • Birmingham City Council is using AI to help it find more housing land. 

However, AI also poses some challenges and risks for local councils, such as ethical, legal, and social implications. For example, AI may raise questions about transparency, accountability, and fairness of automated decisions (readers of this blog know that I firmly believe that AI should only be a tool used to aid decision-making and not used to replace humans in the decision-making process); privacy and security of personal data; and impact on human rights and dignity. Therefore, councils need to ensure that they use AI responsibly and in accordance with the relevant laws and regulations.

Moreover, AI requires investment in infrastructure, skills, and culture change. For example, councils need to have adequate data quality, storage, and governance; staff training and development; and stakeholder engagement and collaboration. Therefore, councils need to assess the costs and benefits of AI projects carefully and strategically.

In summary:

AI can offer significant opportunities for local councils to save cost and improve their services. However, councils also need to be aware of the challenges and risks involved in using AI and adopt a balanced and ethical approach.



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