09/10/2024: Breckland Council nominated at 2024 Smarter Working Live Awards for AI Innovation

Breckland Council is proud to announce that it is in the running for a national award in recognition of how it has used artificial intelligence to make its services even more accessible to local people. 

In collaboration with technology partner Soprano Design, the Council has been shortlisted for the Automation, Artificial Intelligence (AI) and Machine Learning category at the 2024 Smarter Working Live Awards. 

The Council's digital transformation initiative has centred around the innovative use of AI technology through its online 'Chatbot' and Amazon Alexa integrations. The Chatbot, integrated with voice over internet protocol (VoIP) services and Amazon Alexa skill, makes it possible for people to send written messages through the website or use their voice via a smart speaker to access information about Council services any time of the day. 

Whether booking services, reporting issues, or seeking assistance, the AI-driven system provides a seamless, user-friendly experience, significantly enhancing customer service response times and satisfaction. 

Key features of the Alexa integration include real-time responses to council-related enquiries without the need for a phone or computer, and a follow-up email option for residents to refer to or share information later. 

The Smarter Working Live Awards celebrate organisations that are driving innovation and efficiency in the public sector through digital transformation. Breckland's nomination highlights its forward-thinking approach to using artificial intelligence and machine learning to deliver smarter, more responsive services for the community. 

Cllr Alison Webb, Executive Member for Customer and Corporate Services, commented: "We are delighted to be nominated for this award. Our partnership with Soprano Design has enabled us to explore new technologies and deliver enhanced services to our residents, making interacting with the Council more accessible, convenient, and straightforward. This nomination recognises our commitment to embracing digital transformation and delivering smarter, more efficient services." 

The 2024 Smarter Working Live Awards will take place on 21 November, where winners will be announced across several categories, celebrating the best in public sector innovation.