Case Study: Herefordshire Council. Transforming Local Government Services with AI
The Landscape of Local Government Challenges
Local Authorities across the UK face unprecedented challenges, from resource constraints and budget cuts to increasing citizen demands for digital-first services. With rural and semi-rural populations often requiring unique service delivery models, councils like Herefordshire are under growing pressure to innovate while maintaining community care as a core focus.
Logicdialog addresses these challenges by enabling councils to leverage Conversational and Generative AI, reducing operational strain while improving service accessibility. By automating repetitive tasks and facilitating 24/7 citizen support, Logicdialog’s platform helps Local Authorities overcome resource bottlenecks and enhance citizen engagement.
Pioneering Chatbot Adoption in Herefordshire
About the Client
Herefordshire Council serves nearly 200,000 residents in one of England’s most rural counties. As a unitary authority, it oversees critical services, including public health, education, business support, and community care. During the COVID-19 pandemic, the Council faced an unprecedented surge in citizen enquiries, prompting a rapid adoption of Conversational AI to meet evolving needs.
The Challenge
Herefordshire Council needed to address several pressing challenges:
COVID-19 Enquiry Surge: The pandemic caused a spike in contact centre traffic, with citizens seeking information about public health measures, business support, and school closures.
Resource Constraints: Existing staff struggled to manage high volumes of repetitive queries, detracting from more critical tasks.
Digital Divide: With a largely rural population, ensuring equitable access to services was essential.
The Solution
Logicdialog worked with Herefordshire Council to deploy a conversational AI platform capable of managing high enquiry volumes and providing real-time, accurate information. Key elements of the implementation included:
Rapid Deployment: An initial chatbot was launched to address COVID-related enquiries by integrating government and council-specific data sources.
Service Expansion: The chatbot evolved into a digital assistant, automating processes for waste collection, council tax, and planning services.
Citizen Empowerment: Self-service options allowed citizens to resolve issues without contacting the Council directly, freeing staff to focus on vulnerable residents.
comprehensive conversation design diagram covering multiple council service areas
The Results
Herefordshire Council’s digital assistant has delivered measurable benefits:
3,000 interactions monthly: Citizens now rely on the digital assistant for a range of services, reducing pressure on traditional communication channels.
15% reduction in calls and emails: Automated processes have streamlined operations, allowing contact centre staff to prioritise higher-complexity cases.
Improved Citizen Access: Rural residents benefit from enhanced service availability, ensuring equitable support across the county.
Call and email volumes across all service areas reduced dramatically post AI implementation
Key Takeaways
Enhanced Efficiency: Automation has significantly reduced manual workloads, enabling staff to focus on critical and vulnerable cases.
Scalability: The digital assistant has expanded to cover multiple service lines, showcasing its adaptability to Herefordshire’s needs.
Cost Savings: By deflecting repetitive queries, the Council has optimised resource allocation and reduced operational costs.
Why Logicdialog?
Logicdialog’s proven expertise in AI for Local Government enables councils to meet modern service expectations while addressing resource constraints. By partnering with councils like Herefordshire, Logicdialog demonstrates its commitment to delivering scalable, impactful solutions for communities across the UK.
Interested in transforming your council’s services? Contact us at paul@logicdialog.ai or visit logicdialog.ai.
