Decision details

Doncaster Council requires a solution that will deliver AI (Artificial Intelligence) across a number of different channels including Voice over Telephony; the council currently has an Amazon Alexa integration that was developed in-house.

Initially we will require Telephony using a specific service area, which is Waste and Recycling. However, depending on the success of this first integration the council expects the provided solution should be capable of both AI through Telephony and through the web using channels such as a Chatbot through Web Chat and other such channels. Also it should be capable of integrating other services areas.

The council has a website that allows residents to self-serve this can be found at https://www.doncaster.gov.uk/, the initial service we wish to have delivered on AI Telephony is Waste and Recycling the processes and information for this service can be found on the website at https://www.doncaster.gov.uk/services/bins-recycling-waste.
In line with the new Digital Recovery and Renewal Strategy the council has procured a supplier to develop AI over Telephony for Waste and Recycling. We need to draw down the budget to progress the project.

To draw down the allocated budget from the Council Wide Systems capital funding that was previously approved for this development. The budget is now required to progress the project, the overall allocation is £80,000.


During the COVID 19 pandemic, we made the decision to only deliver critical services to enable us to respond to the increased need for help and support from residents across the Authority. This included the closure of the council’s one-stop shop and the removal in telephone contact to report and apply for non-critical services, moving to the availability of online reporting only. This has resulted in a significant peak in customers accessing council services online.


As an Authority, we now have 73% of council services online and more customers are choosing to access services online. Currently customer contact is; Telephone 51%, Online 48% and Face-to-Face 1%. Telephone is still the preferred method of contact, when we experience peaks in customer contact via the telephone, we see an increase in customers accessing services online. However once the telephone contact returns to normal levels a core of customers return to the telephone as their preferred method of contact.

Customer-facing AI can populate answers to customer’s FAQ’s, respond to queries in real time escalating to Officers only where necessary. AI can report customer enquiries and help customers complete application forms, guiding them through the process. eliminating the time spent collecting and processing data. On average automation technology can increase wait times by 50% with accuracy levels of over 90%.
This technology is to initially use AI for Waste

1. Do nothing and continue for enquiries to be dealt with by officers.
The council is already pursuing AI and has developed AI though Alexa for Waste Recycling. To not develop AI would not allow the council to achieve efficiencies and create additional capacity within service areas. It would impact of service levels and drive users to more expensive channels of communication such as telephoning and face to face. Therefore this option is discounted.

2. Develop Telephony AI within the council using existing technical development resources.


Digital Council has some skills available to develop AI and have already created an integration with Alexa. However the team does not have the resources available to carry out this piece of work. To go with this option could well mean prolonged development period. Therefore this option is discounted.


3. Procure an existing solution that the council can continue to develop.
To go out to the open market to procure a cost effective existing solution that is compatible with Doncaster Councils infrastructure and existing AI Alexa solution. The solution would also have to be able to integrate with the Councils website and existing service systems.

To procure a solution would bring in expertise and capacity the council does not currently have and would allow for a quicker return on investment creating a solution for residents that would meet their needs, providing 24/7 on demand access to some core services. This is the option that has been chosen.