ICS.AI, a rapidly evolving AI small-to-medium enterprise (SME) operating primarily in the public sector, has entered into a four-year agreement valued at GBP £7 million with Derby City Council. The contract focuses on enhancing key service provision areas with ICS.AI's SMART Copilot AI platform.
The use of AI technology by ICS.AI will transform crucial fields like Adult Social Care, Customer Services, and Debt Recovery. This is predicted to yield savings of GBP £3.925 million in the fiscal year 2024/25. Once the project is completely rolled out, these savings are projected to increase at a minimum of GBP £12.25 million yearly.
The partnership offers significant financial benefits for the Council, and the current contract wins are expected to contribute to ICS.AI's success, potentially doubling its size in the next year. The organisation is presently valued at approximately GBP £3.5 million with a workforce of 25 employees.
Derby City Council garnered praise for its groundbreaking utilisation of phone-based AI customer service during the pilot phase of the partnership, initiated in 2023. ICS.AI's AI assistants, Darcie and Ali, resolved 43% of enquiries without human intervention, conserving staff time for more intricate queries. This efficiency exceeded the initial target twofold, underscoring the potential of AI on operational efficacy and service availability.
The forthcoming phase of the project will see further expansion of AI capabilities into crucial service areas. At the heart of this initiative is the ICS.AI's SMART Copilot AI platform, boasting advanced generative AI capabilities aimed at handling intricate enquiries with remarkable accuracy. It aims to set a new benchmark in public sector service provision by combining 24/7 service availability with multilingual features, reflecting a steadfast commitment to inclusive service provision.
Paul Simpson, Chief Executive at Derby City Council, expressed, "The ongoing financial challenges in the local government sector compel us to discern how we can operate most efficiently while persistently delivering the best service. We consider AI technology presents some immense opportunities, and used safely and ethically, can help deliver the finest outcomes for our citizens in a more efficient and cost-effective manner."
Robin Denton, Director for Local Government at Microsoft UK, lauded the initiative: "Derby City Council's pioneering use of AI, powered by ICS.AI, sets a benchmark in local government for innovative, efficient service delivery. This strategic application of AI technology into different service areas is a significant leap forward, serving as a model for others and making a real difference in the community."
Martin Neale, CEO of ICS.AI, concluded, "Our collaboration with Derby City Council is at the forefront of AI innovation in the public sector. The introduction of AI Copilots in various service areas demonstrates the breadth and adaptability of our SMART platform in transforming public services. It marks a significant step towards the future of more efficient and effective public services but also underscores Derby's commitment to the well-being of its residents."