Local governments in the UK are facing numerous challenges, including constrained budgets, increasing demand for services, and the need to adapt to a rapidly changing digital landscape. Intelligent automation presents a solution to many of these challenges, allowing councils to provide more efficient, cost-effective, and personalised services to their citizens.

Let’s take a look at the big benefits automation brings to the sector and some examples of how local governments are using this technology to transform their services.

1.     Increase efficiency with process automation

Intelligent automation empowers local governments to significantly boost efficiency by automating routine tasks and processes. This reduces manual intervention, allowing staff to concentrate on high-value tasks and decision-making. For example, some councils employ robotic process automation (RPA) to streamline administrative tasks like processing benefit claims, invoicing, and payroll. RPA proves especially effective in cutting down claim processing time, resulting in quicker decision-making and enhanced service delivery for citizens.

2.     Cut costs and optimise resources

Automation assists local governments in lowering costs by reducing human error, accelerating service delivery, and promoting more effective resource allocation. Automating repetitive tasks enables councils to save on labour costs and reassign staff to other areas, leading to more efficient resource use. Additionally, employing chatbots and virtual assistants for routine customer service inquiries lowers contact centre costs and improves customer satisfaction.

3.     Boost citizen engagement

Intelligent automation also simplifies citizen engagement for local governments, allowing them to offer more personalised and responsive services. Once again, councils can utilise AI-driven chatbots to deliver instant responses to common questions, decreasing wait times and enhancing the overall customer experience. Moreover, automation can analyse social media and other online channels to gain insights into public sentiment, helping councils tailor their services and communications more effectively.

4.     Integrate legacy systems

Local governments often face the challenge of integrating disparate legacy systems. Intelligent automation addresses this issue by enabling councils to seamlessly connect and synchronise data between systems, improving data quality and accessibility. This not only allows for more efficient service delivery but also helps councils gain a better understanding of their citizens’ needs and preferences, leading to more informed decision-making and improved services.

5.     Improve reporting and decision-making

Automating data collection and analysis enables local governments to strengthen their reporting capabilities and make more informed decisions. For instance, automation can gather and analyse data on service usage, allowing councils to identify trends, detect potential issues, and allocate resources more effectively. This, in turn, helps local governments continuously improve their services and deliver better outcomes for their citizens.

Examples of intelligent automation in action

Several UK local governments have already started to embrace intelligent automation to improve their services. Here are a few examples:

• We implemented a virtual workforce at Caerphilly Council to improve vital social care delivery. This saved a total of 3,120 working hours in their case referral centre and 2,600 hours per year through invoice processing. This resulted in a total return on investment of £138,000 per year.
• Within the same borough we revolutionised the way services were being delivered across Free School Meals, Uniform Grants and Winter Fuel Payments, saving the council hundreds of hours, and delivering same day delivery of services with automation. These new ways of service delivery won Digital Transformation of the Year in Wales 2022 and best solution in EMEA 2022.

Given the increasing pressure to provide high-quality services with limited resources, local governments must embrace intelligent automation in order to keep up with the demands of citizens. Not only does this provide cost savings, but it also improves decision-making and service delivery, leading to better outcomes for citizens.

If you would like to learn more about how intelligent automation can improve your processes, get in touch with us today. We’d love to chat.

Author
Craig John
Director of Global Innovation
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