North Hertfordshire District Council

Outcome of Expression of Interest: Not shortlisted

Like most Councils, we are faced with an increasing demand on services against a backdrop of financial cuts and a reduction in resources. We have invested in delivering services online and enhancing our web offering however recognise that it does not go far enough to promote self service and real channel shift. We still receive high volumes of telephone and face to face contact for routine enquiries and transactions that could be provided more efficiently with the use of Artificial Intelligence (AI).

A self learning AI solution across key channels will be effective in delivering a responsive and real time 24/7 service to handle high volume processes and transactions including general enquiries, payments, requests for services and appointment bookings , with particularly complex processes remaining with specialist teams.

We consider the use of AI and automated processing an essential way of effectively meeting current and future demand whilst building capability that meets the needs of our customers who expect to be able interact digitally. We use platforms (telephone, web and CRM systems) to deliver services that are not unique to us and are used by other Councils who would also be able to benefit from this.


Discovery evidence

We know that the traditional service delivery models still have a valuable place for some types of customers and enquiries; however the current model is not sustainable for the future. Traditional service delivery is expensive and as customer needs increase so does the cost / resource requirement. Also demand for digital service delivery is growing and will continue to do so as our customer profile and behaviour changes. At NHDC we have seen huge shifts in customers accessing our services via mobile devices (28% increase in mobile website users between April – September 18) and the introduction of AI can support us in enabling them to do a wider range of business with us in an efficient way and at a time that suits them, whilst  reducing manual processes.


  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to service design
  • Introduction to digital business analysis