North West

Alison Lincoln, North West Chair

Dave Sanderson, Socitm

Uncover the secrets behind Lancashire County Council’s digital transformation success story. In this eye-opening session, you’ll discover how a strategic shift to low-code development and agile methodologies revolutionised council services.

Learn how the team slashed project backlogs, streamlined legacy systems, and empowered staff to innovate at pace. From boosting citizen engagement to enhancing internal efficiency, Lancashire’s journey offers practical insights for councils of all sizes. You’ll also get a glimpse into their forward-thinking plans for AI integration.

Whether you’re just starting your digital transformation or looking to accelerate progress, this session is packed with valuable lessons and inspiration.

David Tweddle & Sharon De Vall

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In this session you will learn about Derby City Council’s pioneering journey in AI transformation. As the UK’s first local authority to adopt Artificial Intelligence (AI) as the primary means of contact for online and telephone interactions, Derby has not only achieved but exceeded its targeted benefits, realising significant cost and efficiency savings while enhancing service delivery. Building on this success, the council has identified wider AI transformation opportunities to leverage generative AI, aiming to further protect and develop services.

Key topics include:

• UK’s First AI-Driven Council: Discover Derby’s transformation into the first UK council proficient in managing customer interactions via AI, effectively handling over 1m questions and surpassing performance targets.

• Innovative Customer Services: Explore how AI digital assistants, Darcie and Ali, are redefining customer interactions on phone and web channels, serving as a digital gateway to council services.

• Advancements in Adult Social Care: Learn about the council’s plans to utilise AI for optimising Adult Social Care services, thereby enabling staff to concentrate on high-need cases.

• Enhancing Children’s Services: Hear about the potential applications of AI in improving service delivery and outcomes for children and families.

• Effective Debt Management: See how AI is planned to help better identify and support debt management and income collection strategies.
• SMART: The Technology Behind the Transformation: Dive into the SMART: platform from ICS.AI, the backbone of Derby’s AI solutions, and witness live demonstrations of its capabilities in action.

This session promises to offer valuable insights on the transformative impact of AI in enhancing public service delivery, from experts across Derby City Council and AI delivery partner, ICS.AI.

Alex Forbes, Manchester City Council