Hillingdon Council has partnered with ICS.AI to deliver a £1 million initiative to deploy AI technology to transform resident contact and service efficiency as part of its Digital Strategy.
Hillingdon Council has announced a groundbreaking £1 million partnership with ICS.AI to integrate Artificial Intelligence (AI) into its resident services, aiming to improve accessibility, reduce response times, and enhance overall efficiency as part of its ambitious Digital Strategy.
The two-year contract will introduce an AI-powered digital assistant across the council’s website and call centre, providing 24/7 support for a range of resident enquiries, including waste management, parking permits, and housing. The initiative is designed to modernise how residents interact with the council, offering self-service options and reducing the reliance on staff for routine enquiries.
The AI assistant will not only respond to queries in real time but will also feature SMS functionality, allowing residents to receive further information through text messages. This added feature will improve communication and ensure residents get quick access to the information they need.
With multilingual support built into the system, the council aims to make its services more inclusive, catering to the diverse communities within the borough. The implementation of AI technology is expected to significantly reduce waiting times, giving residents more flexibility in accessing services while allowing council staff to focus on more complex cases.
“Reshaping our customer and staff processes, with ICS AI as an enabler, will help us continue to put our residents first and achieve our Digital Strategy vision to improve the way the council delivers services to residents by utilising technology.”
Martin Goddard, Cabinet Member for Finance and Transformation
Cllr Martin Goddard, Hillingdon Council’s Cabinet Member for Finance and Transformation, welcomed the initiative, stating:
“Reshaping our customer and staff processes, with ICS.AI as an enabler, will help us continue to put our residents first and achieve our Digital Strategy vision. By adopting customer-focused technology, we will enable our residents to access the services they need quickly and at their own convenience, whilst also delivering more efficient and effective processes for council staff.”
Martin Neale, CEO of ICS.AI, highlighted the significance of the collaboration:
“We are proud to support Hillingdon Council on this journey to revolutionise resident services and become a nationwide example for re-thinking the way local councils operate. Our collaboration reflects a shared commitment to delivering accessible, efficient, and customer-focused solutions, providing residents with faster, more convenient access to council services while empowering staff to focus on high-value tasks. This project, in partnership with Microsoft, is a testament to how technology can enhance community engagement and deliver measurable results.”
This initiative marks the first phase of Hillingdon Council’s wider Digital Strategy, which seeks to integrate technology into key service areas such as adult social care, children’s services, customer support, and finance. Future developments will explore how AI and digital tools can further optimise public services, ensuring residents receive the best possible support.
For more details on Hillingdon Council’s Digital Strategy, visit www.hillingdon.gov.uk/digital-strategy.
