Moray Council has pledged to make greater use of AI and automation as part of a new three-year digital strategy unveiled this week.
The local authority’s vision strategy highlights increased use of AI, self-service, automation and workflow in areas like HR and payroll to improve efficiency and reduce duplication.
New technologies will be introduced to automate repetitive tasks and business processes to improve first response times. AI will also support the development of a “modern and engaging digital front door” with online processes and improved booking/appointment systems.
And by March next year, the council will have initiated trials of AI-powered chatbots to provide ’24/7 interactive assistance to customers’.
‘This strategy will be supported by a more detailed delivery plan that will be closely linked with the ICT strategy and action plan to ensure appropriate infrastructure to support digital development to support the council’s approach to customer
experience, development of the education digital approach and other areas of crossover or close inter-dependence,’ the council said in the newly-published document.
Key aims of the strategy include:
- Better services for residents – by improving the council’s website, introducing more online services, and using data to make smarter decisions.
- Modernising systems – replacing outdated technology and automating routine tasks to save time and money.
- Supporting staff – helping employees build digital skills and confidence so they can work more efficiently and deliver better services.
The council’s digital vision is, ‘to embrace the possibilities that digital technologies provide to improve outcomes and services for our customers and our workforce and enable a digitally connected community’.
The strategy is built around three main themes of business systems and processes; customer experience; and workforce development. These aim to streamline how the council works by reducing duplication and using automation to improve efficiency; making it easier for people to access services online; and giving staff the tools, training and support needed to work in new and better ways.
The strategy will be reviewed every year to keep up with fast-changing technology and make sure it continues to meet the needs of the community.
Cllr Donald Gatt, chair of Moray Council’s corporate committee, said: “This strategy is about making sure Moray Council is ready for the future. By using digital tools in smarter ways, we can improve services, support our staff, and make the best use of our resources.”