Derby City Council – AI Transformation

Relevance to Social Housing

The AI transformation case study is particularly relevant to social housing as it demonstrates how AI can improve tenant services and operational efficiency. For board members & executives, the practical benefits include reduced wait times for housing enquiries and streamlined processes for managing repairs and tenant communications. Together with the strategic insights involved in using AI to optimise resource allocation, predict future housing needs, and enhance overall service delivery.

Case Study

1. Introduction

This summary outlines the key points from Derby Council's AI transformation case studies, tailored to the interests of social housing board members and executives. It highlights the importance of AI for improving council operations, strategic benefits, and overcoming challenges.

2. Overview of AI Transformation

Derby Council has embarked on an AI transformation to enhance service delivery and efficiency. Key projects include implementing AI assistants, Darcie and Ali, to handle customer inquiries and streamline services across various departments. The objectives are to reduce operational costs, improve service accessibility, and maintain high service quality.

3. Key Achievements

3.1 Main Achievements

AI Assistants Implementation: Darcie and Ali handle over 750,000 queries, significantly reducing the workload on human staff. Launched in April 2023, these assistants replaced the traditional switchboard and are now used on the contact centre telephony solution.

Cost Savings: The council saved £200,000 annually by...