Digital Impact

Aberdeen City Council
Technology as a driver for positive change

Aberdeen City Council has been a pioneer in using digital technology to enhance public services and support its 230,000 citizens, especially our most vulnerable. The Council's collaboration with Microsoft has enabled the development of bespoke software solutions and the deployment of AI-powered tools like Microsoft 365 Copilot, further enhancing service delivery and community engagement. We have modernised social work caseloads with Microsoft Dynamics 365, improving case handling time and saving £2 million on manual data collection. More importantly, we have created a culture where staff and citizens are empowered. For us, investment in technology is ultimately an investment in people.

Birmingham City Council
Contact Centre Transformation

Birmingham City Council, in partnership with PwC, has implemented an innovative voice automation system powered by Amazon Web Services (AWS) to transform its contact center operations. Faced with significant financial challenges and a history of complex technology issues, the council successfully deployed automation across key services, achieving a 70% reduction in switchboard call volumes and improving customer satisfaction. The project leverages cutting-edge AI, iterative design, and collaborative delivery to reduce costs, enhance efficiency, and enable 24/7 digital access for residents. This initiative demonstrates the council's commitment to digital excellence and impactful public service transformation.

Kingston Council LBC
Leading digital transformation in adult social care and health

People have raised expectations in the digital world. We set ourselves a challenge to respond by applying digital solutions to meet them. Our submission highlights 3 key areas of digital transformation in Adult Social Care & Public Health. Technology Enabled Care: reducing delays in hospital discharge through innovative falls prevention technology, saving £23,700 since September 2024. Pioneering Magic Notes to cut admin tasks by 63%, enabling practitioner to focus on complex cases and improving inclusivity for practitioner. User-centred service: redesigning online services to meet raised expectations, cutting digital care assessments requests by 52% and ensuring 85% of requests are eligible.

Lichfield DC
Transforming the resident experience

At the heart of our digital transformation lies our commitment to enhancing residents' experiences and meeting their diverse needs. Guided by our customer and digital strategy, we aim to create seamless, secure, and intuitive online services. Our ambition is to empower residents to self-serve quickly, freeing up our teams to provide tailored support to those needing it most. By embracing AI, robotics, and WhatsApp, and simplifying processes with innovations like a single online form, our digital team have improved outcomes across services. Our leadership champions digital innovation, embedding it organisation-wide to achieve transformative, measurable results for residents and staff alike.

North Northamptonshire Council
Digital Front Door to Children's Services

North Northamptonshire Council (NNC) is proud to submit for the LGC Awards in the Digital Impact category. We highlight the achievements of our Family Hubs team in implementing an Intelligent Automation Platform to support children, families, and practitioners. Developed with families, officers and partners, this platform provides a digital front door powered by AI and automation, significantly increasing access to information and advice. It also enhances proactive engagement through tailored outreach notifications. By consolidating Family Information Service, SEND Local Offer, and other resources into one location, NNC has improved efficiency and citizen experience through a unified, user-friendly platform

Surrey CC
Our Digital Journey

Surrey County Council's (SCC) digital transformation program is revolutionizing public services, delivering significant improvements across multiple domains. Projects such as recruitment authorization, chatbot deployment, and IoT-driven efficiencies have realized measurable benefits, including cost savings, improved service delivery, and enhanced customer experiences. Initiatives like automation for unregistered births and health activity trackers have streamlined workflows and promoted public health, while proofs of concept, including AI-powered SAR redaction and SEND summarization, explore future potential. This submission showcases how digital technology drives efficiency, resilience, and equity for Surrey's communities.

Sutton LBC with The Access Group
Transforming independent living through innovative technology

London Borough of Sutton, in partnership with Access TEC and Medequip Connect, has made a significant impact with innovative Technology Enabled Care (TEC). Replacing outdated reactive telecare with preventative sensor-based systems, Sutton’s comprehensive approach includes assessments, 24/7 support, a 45-minute TEC responder service and a new escalation pathway to the NHS 2-hour Urgent Community Response. This initiative supports residents before crises occur, fostering independence and reducing emergency ambulances, with over 60 callouts avoided each month. The program aligns with Sutton’s vision for inclusive, preventative care, empowering residents, families, and professionals through collaboration and data-driven insights.

Westminster City Council
Revolutionising Resident Services with AI: Westminster City Council’s Report It Platform

Sarah Williams, Chief Customer Experience Officer “The sky is the limit with where we can go. With tools like Report It, we’re not just improving operations we’re improving lives.” WCC’s AI-powered transformation of the Report It platform demonstrates how generative AI can deliver measurable impact in public service delivery, making a worthy contender for the Innovation category. Cllr Cara Sanquest, Cabinet Member for Communities at Westminster City Council, said: We’ve been working hard on this new and improved Report It service over the past year to make it quicker and easier for residents to report issues affecting their communities