Supporting Hillingdon Council's Digital Transformation

Local authorities face pressure to deliver quality services amid budget cuts, staffing shortages, and rising demand. Traditional contact centers struggle, leaving residents underserved and staff overwhelmed.

This case study shows how Hillingdon Council and PwC deployed an AI-powered voice and web chat solution, the first UK local authority to scale such technology. Key outcomes:

• Automated calls at 5% of traditional costs
• A 5:1 ROI, saving £5 for every £1 spent
• 40% of calls managed by AI, freeing staff for complex queries

Learn how this human-led, tech-powered approach transformed services and built innovation capabilities.