Case Study: West Berkshire Council - Empowering Citizens with Conversational AI
About the Client
West Berkshire Council serves a population of 160,000 as a unitary authority, overseeing essential services such as education, housing, waste management, and highways. Recognising the need for efficiency and enhanced citizen engagement, the Council embraced conversational AI to transform how it supports its community.
The Challenge
Local Governments, including West Berkshire, face mounting challenges:
High inbound enquiries: Citizens frequently contact councils about repetitive issues like waste collection and parking permits.
Resource constraints: Teams were overwhelmed with low-value queries, leaving less time to focus on complex or vulnerable cases.
Citizen expectations: Increasing demand for round-the-clock, digital-first services across multiple channels.
“Mental health, addiction, dependency... I’d rather my team take the time to deal with these calls properly than answer endless queries that can be easily automated.” – Mat Scalpello, West Berkshire Council
The Solution
Logicdialog partnered with West Berkshire Council to deliver a sophisticated digital assistant, leveraging AI to improve efficiency and accessibility. The implementation included:
Data Analysis: Comprehensive analysis of call and email data identified waste collection and highways as high-volume, low-value service areas.
Custom Conversational Flows: Bespoke user journeys were designed to streamline interactions, providing instant resolutions for citizens.
Deep System Integration: The digital assistant integrated seamlessly with third-party platforms to handle full end-to-end processes, such as issuing parking permits or updating waste schedules.
Training and Autonomy: Council staff received training on the Logicdialog platform, enabling them to independently build, train, and deploy new features.
The Results
Two years on, the outcomes have been transformative:
11,000+ monthly enquiries handled: The digital assistant now manages tens of thousands of citizen interactions annually, across services including waste collection, parking permits, and business advice.
24/7 availability: Citizens can access the assistant via the council’s website, with plans underway to expand to smart speakers like Alexa and Google Home.
Positive citizen sentiment: 80% of users reported a ‘good’ or ‘satisfactory’ experience, compared to the national average satisfaction of 68%.
“The bot streamlines user experience, decreases dwell time and impacts call centre volumes. Logicdialog can’t do enough for us, this has been a very positive experience.” – Gabriella Mancinni, West Berkshire Council
Key Takeaways
Improved Efficiency: Automating 54% of enquiries has freed staff to focus on complex issues, such as supporting vulnerable citizens.
Cost Savings: Significant reductions in operational costs by deflecting low-value interactions.
Scalable Solution: West Berkshire’s digital assistant continues to expand into new service lines, reflecting its adaptability and success.
Why Logicdialog?
Logicdialog’s AI solutions empower local authorities to meet evolving citizen demands while addressing budget constraints. With expertise in delivering AI across multiple councils, including Monmouthshire and Carmarthenshire, Logicdialog is the trusted partner for Local Government digital transformation.
Interested in transforming your council’s services? Contact us at paul@logicdialog.ai or visit logicdialog.ai.