Modernising Citizen Services: Bristol City Council’s Approach to AI at the Front Door

As councils face increasing demand and continued financial pressure, many are asking the same question: How do we continue delivering high-quality resident services with fewer resources available?

In this webinar, Bristol City Council shares its early experience using AI to redesign parts of its customer service front door through “Briz”, its digital assistant supporting residents across phone and digital channels.

The session explores how Bristol approached AI pragmatically – focusing on operational outcomes, governance and staff support rather than technology for technology’s sake.

You’ll hear lessons from Bristol’s journey, including:

·         Building the business case for AI in Citizen Services

·         Managing governance, risk and stakeholder engagement

·         Supporting staff through implementation

·         Improving access and responsiveness for residents

·         Creating capacity for advisors to focus on more complex cases

The webinar will also explore how AI-enabled front door services are evolving across local government, from conversational AI and multilingual access through to proactive and integrated citizen support models.

Ideal for council leaders, digital teams and service managers seeking a realistic and evidence-led view of AI in practice.