Decision details

The Channel Shift Project, part of the Digital Transformation Programme approved by Cabinet in July 2022, aims to reduce Citizen Services operating costs by promoting digital and self-service options.
This decision concerns the procurement of an intelligent Interactive Voice Response (IVR) system to handle simple enquiries from citizens calling the Citizen Service Centre (CSC).
The system will use publicly available information to resolve queries without advisor intervention, potentially handling about 59,000 calls annually.
This is expected to reduce avoidable contact, lower CSC operating costs, and improve citizen experience by providing 24/7 access to information and quicker resolution for simple enquiries.

To approve the procurement of an intelligent Interactive Voice Response (IVR) system for Citizen Services as part of the Channel Shift Project. The system will be implemented over three years, with projected cumulative net savings of £385,000pa by Year 3.

Alternative options were explored, including developing our own large language model or virtual assistant. However, these were rejected in favour of a pre-built solution that best meets the council's functional and non-functional requirements. The chosen solution's pre-training for local authorities allows for quicker implementation and is more cost-effective than in-house development.