Rotherham Metropolitan Borough Council

Outcome of Expression of Interest: Not shortlisted

Council IT Service Desks receive high-volumes of often low-level and repetitive requests, as well as computer and software related problems and issues that require low-level check and investigation, but once evaluated are often quick to fix/process and/or could have been undertaken by the end-user themselves.
Such issues are bothersome to the end-user as they are preventing them from getting-on with their work and tie-up experienced/skilled IT staff too early in the process and/or completely unnecessarily.
Our application involves undertaking a piece of discovery work to research, classify and develop candidate use cases and develop some proof of concepts that might be suitable for the deployment of Artificial Intelligence (AI) capabilities, such as chat-bots, robotic process automation and machine learning.
Given the commonality and volume of reported issues, user requests and problem solving events that are presented to council (and other sector) IT service desks we believe there are real efficiency and productivity benefits that could be derived, whilst supporting end-users to fix more of their problems themselves. From our own analysis circa 25% of incidents and change requests could have been facilitated to resolution with less human interaction.

  • Digital leadership training (for council leaders, service managers or senior executives)
  • Introduction to user research
  • Introduction to service design
  • Agile for teams